At OnlineSmokesShop, we strive to ensure your satisfaction with every purchase. If you encounter a broken, damaged, or defective item, or if you simply change your mind after receiving your order, we’re committed to assisting you with our return process. We cover return shipping costs and accept returns of unopened and unused items within 10 days of delivery. All return requests are handled efficiently by our dedicated team at OnlineSmokesShop.

Changed Your Mind?
If you decide to cancel your order before it’s shipped, we’re happy to provide a full refund. However, if your item is already in transit, we kindly ask that you accept the delivery. To expedite your refund process, please do not refuse delivery or attempt to return the package to the sender. Instead, we will issue a return label for any unopened items that you send back to us. Please note that refunds will incur a 15% restocking fee, unless you opt for store credit, in which case no fees will apply. If you’ve purchased Package Protection, you will not face any additional fees.

Lost or Missing Packages
To offer peace of mind while your order is on its way, we provide an option for Package Protection, which covers lost, stolen, or damaged items during shipping. If you choose to opt-out of this service, please be aware that we cannot accept responsibility for any lost packages. Claims may be denied if tracking shows that the package was delivered to the correct address or if someone at the address signed for it. If your claim is approved, we will send you a replacement order, which will require an adult signature upon delivery. Please note that these approved replacements are not eligible for refunds or returns.

Broken or Damaged Goods
If you receive an item that arrived damaged and you did not select package protection, promptly reach out to our team via email with your order number along with 2-3 clear images showcasing the damage. It’s important that you do not discard the product before contacting us, as our team will guide you through the process of obtaining a replacement or a refund.

Used Products
For legal and hygiene reasons, we cannot accept returns of used products. This policy is in line with standard practices at both online and physical smoke shops. We encourage you to thoroughly research products prior to making your purchase, and feel free to reach out to us for any questions or guidance.

Defective Products / Dead on Arrival
We take pride in our rigorous quality checks before shipping out vaporizers and other items. Should you receive a defective product, please email us immediately with relevant photos or videos showing the issue. Our customer service representative will assist you in securing a replacement. All items must remain unused unless the defect is identified during use, in which case the product may not be protected under warranty.