DISCRETE PACKAGING AND SHIPPING
Here at SmokeGurus, we understand our customer's concerns about privacy and discretion. Everything we ship will be through plain cardboard boxes, nothing to mark glass pipes or smokeware. Our shipping labels do not say SmokeGurus, and we do everything we can to ensure our packages are discrete.
As such, our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Nowhere on the outside of your package will you see the words "SmokeGurus".
An adult signature will be required upon delivery. Our products are for persons 18 years or older and we do not ship to minors.
However, "SmokeGurus" will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.
SmokeGurus reserves the right to add a signature requirement to any order at our discretion for security reasons. This is to prevent fraud and underage orders. We are very serious about preventing illicit orders.
We can not guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.
WE SHIP FROM THE USA
We ship throughout the United States from our store in Los Angeles, CA. Occasionally, if noted, a small few of our items ship directly from the supplier or glassblower (again, they will be in the US).
FREE DOMESTIC SHIPPING
We offer free domestic shipping for all of our items, and low cost international shipping.
International Shipping rates start at $19.95 for International First Class, and $29.95 for International Priority Mail.
We ship everywhere in the United States, as well as a handful of international countries! We ship to Australia, Canada, Columbia, Costa Rica, Denmark, Egypt, France, Germany, Ireland, Italy, The Netherlands, Singapore, Thailand, and the United Kingdom.
SHIPPING TIMES AND SHIPPING SPEED
Please note that the shipping time does not include the processing time for packaging up and creating orders. Once your order is placed, our shipping team works hard to get that order packaged up well and sent out to you. If placed before 10am, the majority of orders are shipped same day. However, unforeseeable delays may occasionally occur, and processing times can take up to two days. In rare cases of holiday or special sales, processing times can be between 2-3 days. Rest assured that the increased processing time simply means our shippers need a wee bit more time to carefully tend to each and every order. Orders are not packaged up on U.S Holidays and other instances in which the postal services are closed. Shipping times do not guarantee package arrival date.
All of our packages are shipped out via USPS, unless customer selects alternative shipping method. We offer a variety of shipping speeds via UPS as well as USPS. Tracking labels are sent out via email once the package is picked up by the post office. You will not receive a tracking number email until your package has been processed, packaged, and labeled for pick up by the postal service. You can track the status of your order using our order tracking tool here.
ITEMS BROKEN IN SHIPPING
ALL packages that are broken in shipping will be replaced with the same piece or an equivalent piece that has been agreed upon between SmokeGurus and the customer. Broken packages must be photographed and documented before a return package will be sent out. SmokeGurus must be informed of the break within two days of the customer receiving the package.
Please note: For all packages damaged or broken in shipping, we will remedy this issue as soon as we possibly can. Please remain calm and polite throughout the broken items replacement process, being angry about the situation will not speed up the process.
NEED TO REPORT A BROKEN ITEM?
SEE OUR RETURNS POLICY
Do you accept returns?
IMPORTANT: WE CAN ONLY ACCEPT ITEMS THAT ARE COMPLETELY UNUSED. IF AN ITEM HAS BEEN USED, WE WILL NOT ACCEPT A RETURN. NO EXCEPTIONS.
If for some reason you have received your product, and no longer want to keep it, please make sure to send an email to firstname.lastname@example.org before sending out your return so that our team can be prepared to process your return.
Make sure to include with your return:
Your order number (this is crucial)
The item (unused)
If we do not receive an order number or invoice with the package, we are unable to determine who the product is from, and will be unable to issue you store credit.
For orders that the customer chooses to return, we are only able to offer store credit for the returned piece. Customers must pay shipping and handling.
NEED TO RETURN AN ITEM?
SEE OUR RETURNS POLICY