FAQ
ORDERS
AGE VERIFICATION?
To place an order, users must verify their identity thru our third party verification provided by AgeChecker.Net (https://agechecker.net/faq) at checkout. Age verification is required by many federal and state laws. We reserve the right to deny and cancel the order if proper AGE VERIFICATION is not established. City Smoke Shop is committed to youth prevention, implementing a secured, industry-leading age verification system powered by AgeChecker.net to verify every order placed on our website. Our team continually works hard to strengthen the age verification process and improve our checkout procedure to restrict underage purchases.
REFUSAL OR LIMIT OF SERVICE
Due to the nature of internet sales, we reserve the right to refuse service to anyone. If you feel your refusal of service was unnecessary, please contact our Customer Service team at [email protected]
WHEN WILL MY ORDER ARRIVE?
We will ship out your order on the same day if placed before 3pm Monday-Friday. Most orders shipping to the USA will arrive in just 2 to 3 business days with our standard shipping method. If you wish to obtain a guaranteed delivery date, please choose an upgraded shipping method. If you choose a pickup option, you can pick up your order at the retail location between 10am-10pm any day of the week after receiving ready for pick up email.
WHERE DO YOU SHIP FROM?
Our warehouse is located in Salem, Massachusetts.
WHO IS YOUR SHIPPING CARRIER?
We ship with FedEx, UPS, and USPS.
IS SHIPPING FREE?
Yes, standard shipping is free within the USA on all orders over $35. Additional fees are applied for express shipping options.
IS THERE A GUARANTEE?
We package and ship our products with utmost care and attention. However, we understand that mishaps can occur. If your order was damaged during shipping, you must report it to us within 72 hours of delivery. See our return policy for further information.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept VISA, Mastercard, AMEX.
DO YOU SHIP INTERNATIONALLY?
As of now we are shipping within the USA.
STATE REGULATIONS
Due to State rules and regulations in the ongoing Youth Prevention efforts, we are unable to process or ship any orders with restricted products to the states of Arkansas, Maine, Utah, and Vermont at this time.
For the State of New York, New Jersey, Massachusetts and Rhode Island, we are unable to ship any flavored E-Liquids to customers located within these jurisdictions at this time, regardless of the nicotine strength. We are only able to ship out Tobacco E-Liquid to these states so be sure to remove any flavored E-Liquid in order to check out. Orders with flavored E-Liquids will be removed and cancelled from the order, subject to the entire order being cancelled and refunded while the rest of the package will be processed normally.
For the State of New York, orders above $60 before shipping costs and taxes will require Adult Signature (21+) upon delivery. Furthermore, we are unable to ship any E-Liquid to residents of the state starting on July 1st.
For the State of Maryland, we are unable to ship any Disposable Vape to customers located within the state due to local regulation that was put in place.
For the City of San Francisco, we are unable to ship any vaping products to customers located within the city due to local regulation regarding the sale of vaping products.
Adult Signature Fee: In accordance with local jurisdiction and laws, certain states require the use of Adult Signature Confirmation (21+) upon delivery for packages containing e-cigarette related products. To receive this package, the recipient is required to show a proper form of government photo identification to the delivery employee for age confirmation. This delivery service requires an additional charge and the rates will be reflected during the checkout process with a flat fee charged to residents of the following U.S. States: Massachusetts and New York.
During COVID-19, customers are still subject to Adult Signature Fees as USPS have a new procedure in place to validate the order while adhering to new safety standards during the delivery process.
If there are any changes in regards to state regulations, we will update this page in the future. We apologize for this inconvenience and greatly appreciate your ongoing support.
RETURN POLICY
LOST, DAMAGED & UNDELIVERED PACKAGES?
If your order was damaged during shipping, you must report it to us within 72 hours of delivery. Returns must be in new and unused condition. Returns will not be considered for any other reason. Please see our return policy for further information.
WHAT'S YOUR RETURN POLICY?
Please place your order with us after carefully researching the product you intend to purchase. Note that many of our products are handmade and so no two products are exactly the same. We work very hard to ensure that you are satisfied with your purchase and that the online store presents the product to you in the best possible way. We will only consider a return if your item was damaged during delivery. If you have any questions, feel free to contact our customer service via [email protected] or +1 (617) 877-6248. We have a team of dedicated and knowledgeable service representatives who are happy to assist you.
Return Requirements
All products must meet the following conditions to be eligible for a refund or exchange:
Package contains goods that were damaged during shipment.
All products must be in original, unused and brand-new condition to receive a refund.
We must be notified within 72 hours of delivery.
Missing/Damaged Items
Any purchases containing damaged items must be reported within 72 hours of delivery. We will not consider a refund for any product unless the product arrived damaged. If your shipment contains missing items, we will review our backend proof of image system with your invoice to check if all items were placed in the package. Please contact us and we'll take care of the issue immediately.
Return Instructions
If your order arrived with missing or damaged goods, notify us immediately via [email protected] or +1 (617) 877-6248. We will contact you and guide you through the process if you are eligible for a return. You will receive a refund or replacement once we receive your proof of damage within 72 hours of delivery. All requests are reviewed on an individual basis and at our discretion.
Is There A Fee For Returns?
If you submit proof of damage during shipment within 72 hours of delivery via emailing us an image at [email protected], there is no fee to return the product back to us. You will receive a refund or credit on your account for the amount that you were originally charged once we receive the product back.
Refunds may be issued back to the original payment (Credit card, debit card, etc) or as store credit in the form of reward points. City Smoke Shop is not responsible for refunds to a Prepaid Card or a cancelled credit card in the event the cardholder no longer has possession of.
Order Cancellations
If you need to cancel your order for any reason, please contact us ASAP and we will try our best to accommodate your request if the order has not yet been shipped. If the order has already been shipped then just return the package back to us unopened by either refusing the shipment or requesting a return label. Please consider carefully before placing an order.
Notice
We reserve the right to amend this Return Policy at any time by posting the amended terms on this page.
CHANGES
We may update this return policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.