Health warning: this website sells products containing nicotine. Nicotine is an addictive chemical.
Sale allowed only to adults 21 years of age or older. Sales to minors is strctly prohibited.
Health warning: this website sells products containing nicotine. Nicotine is an addictive chemical.
Sale allowed only to adults 21 years of age or older. Sales to minors is strctly prohibited.
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Legal documents & agreements

Refund & Returns Policy

Last Updated: April 8, 2025

Introduction
At Smoke App, we aim for customer satisfaction while also adhering to strict regulations on tobacco and vape products. This Returns & Refunds Policy explains when and how you can request a return or refund for purchases made through our platform. Because of the nature of the products we sell (age-restricted and perishable tobacco items), all sales are generally final. However, we have procedures in place to address exceptional circumstances such as delivery issues or product defects. Please read this policy carefully before making a purchase.

General Return Policy

Due to health, safety, and legal regulations, we cannot restock or resell most tobacco or vaping products once they have left the vendor’s control. Therefore, we do not accept returns or exchanges for products that have been successfully delivered in good condition. Products that are clearly marked as non-refundable or not eligible for return in the product description will not be considered for return. We encourage you to double-check your order before confirming your purchase.

Exceptions: We will consider returns/refunds in the following situations, as described below:

  • Failed delivery due to age verification issues or absence of an eligible recipient.
  • Products arriving damaged, defective, or significantly different from what was ordered.
  • Order processing errors (such as wrong item shipped).

Failed Delivery (Age Verification or Recipient Not Present)

All deliveries of tobacco/vape products require the presence of a verified adult (21+) with proper ID at the shipping address. If the delivery cannot be completed because the courier cannot verify age, or no adult is available to accept the package, the order will be marked as a failed delivery. In such cases:

  • The package will be returned to the originating vendor or our fulfillment center.
  • We will issue a refund for your order minus applicable fees related to the failed delivery. These fees cover the costs incurred and are necessary due to the special handling required for regulated products. Deductions from your refund may include:
    • Shipping and Delivery Fee: The cost of the original delivery attempt (since the courier still must be paid for the delivery service).
    • Adult Verification Fee: A fee to cover the attempted age verification service and processing.
    • Restocking Fee: A modest fee to cover the vendor’s handling of the returned product and any required disposal or restocking (if permitted).
    • Transaction Processing Fee: Non-refundable credit card or payment processing fees that were incurred from your purchase.
  • No additional penalty is typically charged for a first-time failed delivery. However, repeated failed deliveries or evidence of willful avoidance of age verification may result in account review or termination as per our Terms of Use.

We intentionally do not list specific dollar amounts for these fees here, as they can vary based on circumstances (for example, different delivery distances or carrier charges). All applicable fees will be transparently itemized in your refund communication. Our goal is not to profit from failed deliveries but to cover the costs we incur.

Damaged, Defective, or Incorrect Products

We take quality control seriously. If your order is delivered and you discover that a product is damaged, defective, or not what you ordered, please follow these steps:

  1. Do Not Use the Product: For safety and investigation purposes, do not open or use any product that appears to have an issue. Leave the item as is.
  2. Contact Customer Support Immediately: Within 6 hours of delivery, contact Smoke App Customer Support (via the app or email support@smoke.app) to report the issue. Provide your order number, a description of the problem, and photographs of the item and packaging if possible. This evidence helps us verify the claim and take quick action.
  3. Await Instructions: Our team will review your case. In most verified cases of damage, defect, or wrong item received, we will provide you with a return shipping label or arrange a pickup of the product. (Do not attempt to mail back a tobacco product without our direction — special handling is required by law.)
  4. Resolution: Once the issue is confirmed, we will offer either a replacement shipment (for the correct or non-defective product, stock permitting) or a refund, at our discretion. Replacements will be sent at no additional cost to you and will follow the same delivery procedures (including ID verification upon delivery). Refunds for verified claims will be processed back to your original payment method. Generally, any refund for a defective/incorrect product will be for the full purchase price of that item and any shipping fees you paid for it, since the issue was on our side or the vendor’s side.

Please note: We may require the return of the defective or incorrect product (using the prepaid label we provide) before issuing a refund or replacement. If we ask you to return it, you must send it back promptly to avoid delays in your refund. If an item is found to be tampered with or used beyond what is necessary to inspect it, we reserve the right to deny a refund.

How Refunds Are Issued

Approved refunds will be processed to the original payment method used for the purchase. Depending on your bank or credit card provider, it may take 5-10 business days after we process the refund for it to reflect in your account. We will notify you via email when a refund has been issued. If you used a promotional code or loyalty points on the order, note that those may not be refundable or may be credited back to your account instead of cash, according to the promotion’s terms.

If your purchase involved any federal, state, or local taxes or fees (such as tobacco excise taxes) that we have already remitted to the authorities by the time of your refund, we will attempt to refund those amounts to you as well. However, in some cases we may not be able to recover certain taxes/fees. If so, we will clearly communicate this to you. We strive to ensure you are not unfairly charged for a product you did not receive or could not use.

Return Request Process

To initiate any return or refund request, please contact our Customer Support through one of the following methods:

  • In-App Support Chat: Open the Smoke App and navigate to Support -> Order Help -> Request a Refund.
  • Email: Send an email to support@smoke.app with your order details and a description of the issue.
  • Phone: Call our customer service line at +1 (407) 675-6854 (Mon–Fri, 9am–5pm EST).

Our support team will guide you through the process and keep you informed of the status of your request. Please do not send products back without receiving instructions, as unauthorized returns cannot be accepted and may be destroyed due to regulatory reasons.

Important Notes and Conditions

  • Abuse of Policy: We reserve the right to refuse a return/refund if we suspect fraud, abuse of this policy, or if the request is outside the allowed scenarios. For instance, attempting to return products repeatedly after use, or providing false claims, may result in denial of refunds and possible suspension of your account.
  • Subscription or Membership Fees: If you have subscribed to any Smoke App membership or paid services (such as a premium account tier, if offered), those fees are generally non-refundable (unless otherwise stated in specific terms for that service). This Returns & Refunds Policy primarily covers product purchases.
  • Compliance with Law: In all cases, our return and refund procedures will comply with federal and state laws. Certain regulations might prevent us from physically retrieving tobacco products once sold, in which case we will focus on refunding your purchase without the return of goods. We also maintain thorough records of returns and refunds as part of our regulatory compliance (e.g., recordkeeping for the PACT Act).
  • Changes to Policy: Smoke App may update this Returns & Refunds Policy as needed. Changes will be posted on our website/app with an updated effective date. We encourage you to review this policy periodically. In case of significant changes, we may also notify users via email or app notification.

By making a purchase on Smoke App, you acknowledge that you have read and understood this policy. We are committed to being fair and transparent in resolving any issues with your order while operating within the legal constraints of our industry. If you have any questions about this policy or a specific order, please reach out to us — we’re here to help.