Policy

ORDERING:

• Minimum Order (per delivery point) $300.00
• Minimum Order Quantities Apply. Orders quantities MUST be in whole case-
  packs per SKU
• All Prices are subject to change without notice

SHIPPING: 

• DOMESTIC: Ground shipping via UPS/FEDEX.
• INTERNATIONAL: Shipping via UPS/FEDEX, DDU (Delivered Duties Unpaid)
• The customer is responsible for import clearance in accordance with all
  applicable laws and regulations of the final destination country/economic
  zone
• Certificates are available upon request, and customers are advised to
  consult an international customs professional prior to ordering

PAYMENTS: 

• All orders must be paid in-full. Items on incomplete orders are not reserved.
  MasterCard, VISA and American Express are accepted

BACKORDERS:

• We do not take backorders on out-of-stock items. If an item you want is out of stock, simply add your email address to the wait-list for that product. You will be notified when the product is back in stock. All sales are on a first-come, first-serve basis.

ORDER CHANGE:

• We will not be able to make any changes to order once it is submitted to our warehouse.  Please contact us right away if you need to make any changes to your order (e.g., SKU, quantity, etc.); however, we cannot guarantee that changes can be made.   

ORDER CANCELLATIONS AND RETURNS:

• Any claims of damages, shortages, or defective merchandise must be reported within 48hrs of order receipt.
• Order receipt time/date is determined by carrier delivery date as indicated on
• the specific carrier’s package tracking page.
• All claims of physical damage or defect must be accompanied by images, videos, and/or reports
• An Order is deemed COMPLETE once all packages associated with the order and tracking number are delivered.
• The Seller is not responsible for stolen packages, and any claims of NON-DELIVERY/PACKAGE THEFT contradicted by the carrier’s delivery status must be accompanied by a police report from the police department local to the delivery address.
• The customer is advised to invoke buyer protection with the credit card issuer in case of package theft. Erroneous chargebacks stemming from package theft will result in account closure.
• Returns require prior authorization from SMOKO Inc..
• Refused orders and merchandise returned due to customer error are subject to a 33% restocking fee.
• Orders change/cancellation fee of 20%. Requests must be submitted via email by 12pm PST. Order change/cancellation requests must be submitted within 12 hrs of order submission or 12pm the day of the order, or whichever is sooner.
• Customers are responsible for shipping fees on returned items. Refunds and credits are contingent on the complete return of claimed damaged items.

CONTACT US:

We are always ready to help you should you have any questions.
Email: wholesale@smokonow.com