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CIGARSDiscrepancies or Issues With Your Order. :
We are here to assist you with your purchase. You can call us toll free 1-888-SMOKES-1 during our business hours, Monday-Friday 9am until 5pm EST and Saturday’s 10am - 2pm EST OR email us at [email protected]. You must notify Smoke Inn with any discrepancies or issues with any order placed within FIVE BUSINESS DAYS from the date your order is received.
Smoke Inn is not responsible for packages once deemed delivered by selected carrier. Any disputes after delivery confirmation is made by carrier is solely between the recipient and carrier. If this is a concern, please select "signature confirmation" in your shipping preference. Your package will NOT be left without your signature.
AGE VERIFICATION:
How old do you have to be to buy cigars? You must be 21 to purchase tobacco products. In instances in which credit card verification is not enough, we may card you. We reserve the right to use 3rd party age verification systems, in accordance with federal law. If necessary we reserve the right to ask for identification if necessary. This means you will be asked to fax (561-822-3547) or email a legible copy of your identification clearly showing your age and shipping address.
CUSTOMER VALIDATION:
How do you handle fraudulent orders? For the protection of card holders and ourselves, orders that appear fraudulent may be held for manual review. If necessary, a representative will call you to verify the order. If we are unable to reach you at the provided phone number or email address within a reasonable period of time, the order will be canceled. Manual review may delay the shipment and delivery of your order. We reserve the right to cancel any order before it is shipped.
How do you verify credit card purchases? All credit card billing address information you provide must match up in our address verification system (AVS) with that of the cardholder. If this does not match, your order will decline.
CUSTOMER REWARDS PROGRAM:
I have accumulated 300 (or more) customer reward points, why have i not yet received my reward points coupon? Once a customer reaches 300 points they are issued a $15 coupon towards their next order. These do not get applied until the order is shipped and complete. After that you will receive your coupon via email. Also, our Reward Point program started on November 1, 2016, so any orders prior to that are not eligible for points. Only 3 reward point coupons can be used per order.
COUPON CODES AND DISCOUNT CODES:
How do coupon or discount codes work on the Smoke Inn website? Coupon codes on the Smoke Inn website are applicable to most products on our site, however, they are not applicable to any category marked "No promotional codes or offers available with these items", rare and limited items, close out or sale items (including some samplers), custom samplers, Cigar of the Month Club, in-store or online gift cards and ticketed events. Coupon codes can be input at the shopping cart or the checkout pages. Only one code can be used per order.
ORDER STATUS:
What is your shipping policy? Orders for in-stock items will be shipped on the same working day, if placed before 2:00 p.m EST Monday thru Friday. Orders placed on Saturday or Sunday will be shipped the following Monday, contingent upon U.S. Postal Service operating hours and stated holidays. Paypal customers: All Paypal orders over $250 will automatically be sent with a signature confirmation required.
How will I know my order shipped? When your order is shipped, you should receive an email confirmation from the carrier with tracking information. Please add [email protected] to your email contact list to ensure your receipt of tracking information.
Please allow an extra 1-3 days shipping and processing time for special releases and national promotions.
Smokeinn.com does not ship to freight forwarding services.
RETURN POLICY:
What is your return policy on delivered items? Any item may be returned within 15 days of receipt of your order for a prompt exchange or refund. Once the return package has been received, exchanges or refunds will be issued to reflect the sum of the returned products in their original condition and packaging, less shipping charges. Orders with incorrect items will be addressed at no additional cost to the customer. Before returning the item, please email us directly, [email protected], and let us know what item you are returning and why. It is our most sincere desire that every customer be ultimately satisfied with both their ultimate purchase and the service process as well. We will always do our upmost, within the bounds of this policy, to see that this goal is met. Returns may be subject to a 15% restocking fee.
What are my payment options? We accept Visa, MasterCard, American Express, and Discover credit cards.
How will charges appear on my credit card? Our company name will appear on your credit card statement.
When will my credit card be charged? Our policy is to charge your credit card only for product shipped at the time of shipment. No charge will be processed on your credit card account unless shipment is made, or other arangements have been agreed upon. Pre-ordering of limited edition items will be billed at the time your order is placed and will be shipped at the date specified.
Are credit card transactions safe on this website? Absolutely! In fact, it's statistically safer to use your credit card over the internet than in a restaurant or department store. Our servers use Secure Sockets Layer (SSL), an encryption technology that only we can read a customer's personal information. If you would like more information about our credit card security policy, please read our Privacy Statement by clicking the associated link at the bottom of this page.
Do you charge sales tax? State law requires that Internet retailers collect sales tax in states where they are residents.
