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Awaiting Order Arrival

What is your return policy?

We offer a 30-day refund guarantee from the date of purchase. To be eligible, the item must be unused, in its original condition, and in its original packaging with all accessories, manuals, and parts, plus valid proof of purchase. Used, assembled, modified, clearance/final-sale items, and gift cards aren't eligible.

How do I track my order?

Once your order ships, you'll get an email with a tracking number and a link to track your package in real time. You can also use the "Track Your Order" page. If you haven't received a tracking email within 3 business days of ordering, please check your spam or junk folder first.

I haven't received my order yet. What should I do?

First check your order confirmation email and tracking link for the latest status. If your package hasn't arrived within the estimated delivery window, or tracking hasn't updated, contact us at support@smokr.co and we'll work with the carrier to locate your order — in most cases we can file a claim on your behalf.

Which countries do you ship to?

We offer free standard shipping to the United States, Canada, and the United Kingdom, with no minimum purchase. We don't currently ship elsewhere, but if you're outside these countries, contact us and we'll do our best to accommodate you.

Ordering & Payment

What payment methods do you accept?

We accept all major credit and debit cards and the secure checkout options shown at payment. All transactions are processed through encrypted, secure payment gateways.

Is my payment information secure?

Yes. All payments are processed over an encrypted, secure connection, and we never store your full card details.

Will I have to pay customs duties or taxes?

Orders to Canada and the UK may be subject to import duties, taxes, or customs fees on arrival. These are set and collected by your country's customs authority, not by Smokr, so we're unable to cover or predict them. We recommend checking with your local customs office if you're unsure.

Can I change or cancel my order after placing it?

If your order hasn't shipped yet, contact us at support@smokr.co as soon as possible and we'll do our best to update or cancel it. Once a package is in transit, changes may not be possible.

After sales

My item arrived damaged or defective. What should I do?

We're sorry about that. Please contact us within 48 hours of delivery with your order number and clear photos of the damage. We'll arrange a full refund or a free replacement — whichever you prefer — and you won't be charged for return shipping on damaged or defective items.

My package looks lost or hasn't arrived. What can you do?

If your order hasn't arrived within the estimated delivery window, contact us and we'll work with the shipping carrier to locate it. In most cases we can file a claim on your behalf.

Do you ship to P.O. Boxes or military addresses?

Yes, we ship to P.O. Boxes and APO/FPO military addresses within the United States, though delivery may take longer than standard estimates. If you have questions about a specific address type, contact us before ordering.

I entered the wrong shipping address. What should I do?

Contact us immediately at support@smokr.co. We'll do our best to update it before the order ships, but once a package is in transit, changes may not be possible. Please note we can't be responsible for orders sent to an incorrect or incomplete address.

Refund

What is your return policy?

We offer a 30-day refund guarantee from the date of purchase. To be eligible, the item must be unused, in its original condition, and in its original packaging with all accessories, manuals, and parts, plus valid proof of purchase. Used, assembled, modified, clearance/final-sale items, and gift cards aren't eligible.

How do I request a refund?

Email support@smokr.co or use our Contact page with your order number and the reason for your request. Our team reviews within 1–2 business days and, if approved, sends return shipping instructions. We recommend shipping back with a trackable method.

How long does a refund take?

Once we receive and inspect your returned item, we'll email you the decision. Approved refunds are processed to your original payment method within 7–10 business days. Your bank or card provider may take a little longer to post it.

Do I have to pay for return shipping?

Return shipping is the customer's responsibility, and original shipping fees are non-refundable — except when the return is due to our error (wrong or defective item), in which case we cover return shipping at no cost to you.

Do you offer exchanges?

We don't currently offer direct exchanges. If you'd like a different product, simply return the original for a refund and place a new order — this ensures you get the correct item as quickly as possible.