Ordering and returns information

At Smoke Signals Shop, ensuring your satisfaction with every purchase is our priority. Should you have any concerns regarding your order, we invite you to review our comprehensive refund, exchange and return policy outlined below.

1. Processing Your Order

It is important to consider all terms of sale carefully before ordering. We try to process your order within 48 hours. Certain items are made to specs/handmade and take a little longer to ship for that particular reason. General shipping times are 5-7 business days. If you have any questions about your order please contact us at info@smokesignal.us or open a support request.

2. Payment Methods

We accept VISA, MasterCard, Discover and American Express. 

3. Security

We do not distribute or sell any of your personal information to third parties. We are committed to protecting your privacy. We do not sell, trade, or rent your personal information to others.

4. Returning of order

If you wish to return your order please contact us before doing so by either opening a support request or emailing us at info@smokesignal.us.

5. Order status

Once you submit your order, you’ll receive a confirmation email. As soon as your order is shipped, you will receive another email with the shipping details included.

6. Inspecting your order upon receipt

Upon receipt of your order, please inspect all merchandise before using it and check for any defects or damage. If you have indeed noticed any defects or damaged please email us at info@smokesignal.us or open a support request. Please include your order number and a clear picture of the item with the support request or the email.

7. If you received a damaged item

At the time of checking out, we offer shipping insurance through Route for as low as $1 per item. If you selected this option at checkout, your damaged item is handled through Route. Which is an easy and fast way to either receive your replaced item or a refund. 

If you didn’t purchase shipping insurance and your item is damaged upon arrival DO NOT USE THE DAMAGED ITEM OR TRY TO FIX THEM. Please email us at info@smokesignal.us or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email. Please allow 48hrs to respond. 

8. You received the wrong item

If you have received a wrong item DO NOT USE IT. Please include your order number and a clear picture of the wrong item with the support request or the email. If you use it, the contract between Smoke Signals and the customer will be considered fulfilled.

9. Wrong address policy

If you have given a wrong address during the ordering process and your order was shipped before you could inform us, we will have to wait until your order gets back to us until we can reship. Once shipped your address cannot be changed by you, the postal services, or by our customer service department.

10. Insurance and Returns Policy

At the time of checking out, we offer shipping insurance through Route for as low as $1 per item. If you selected this option at checkout, your damaged item is handled through a simple and easy process with Route. This is the easiest and fastest way to replaced your item or receive a refund.

If your package is damaged or vandalized in shipment, please email us at info@smokesignal.us or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email.

• Products must be returned factory sealed.
• Broken or shattered glass will not have to be returned to us, however we require a High Res photo of the damaged product(s)to be eligible for replacement of your broken product(s)
• Opened products cannot be returned unless they are broken in which case they will be replaced with the same or similar product.
• Shipping charges are non-refundable.
• You cannot exchange a product because it does not work with your equipment or that it is not what you thought it was, so please make sure you read the detail specifications before placing your order.
• We will not refund you for the postage cost on your returns, unless you are returning a defective product, or an error was made by us.
• If you are shipping an item back to us, you should consider purchasing shipping insurance and email the tracking information to info@smokesignal.us with your order number and pictures. This is the only way we can guarantee that we received your returned item.
• You will need to contact us before you return a parcel. The return will not be accepted unless you have contacted us first prior to returning your product’s and have included the customer service correspondence in the shipment.