Shipping policy

Order Processing

  • Orders are processed within 1–3 business days.

  • Orders placed after 12 PM ET are processed the next business day.

Shipping Options

  • Standard shipping (via USPS or UPS Ground): 3–7 business days

  • Expedited shipping options are available at checkout.

  • Shipping charges are calculated based on weight and location.

Order Tracking

  • You’ll receive a tracking number by email once your order is shipped.

Returns & Exchanges

  • We offer a 5-day return window from the date of delivery.

  • Items must be unused, unopened, and in original condition.

  • Return shipping is the responsibility of the customer unless the item is damaged or incorrect.

  • No refunds on shipping costs.

To initiate a return, email: returns@smokesoap.com with your order number and reason.

Lost or Damaged Items

  • Please contact us within 3 business days of delivery with photos and details.

  • Replacements will be issued for confirmed damaged or lost items—no cash refunds.

 

🧾 For Wholesale Partners

Order Fulfillment

  • Orders are processed within 1–7 business days depending on stock levels.

  • If backordered, please allow up to 5 weeks.

  • You may request:

    • Split shipping (send items as ready)

    • Hold until complete (wait until all items are in stock)

Shipping Method

  • Default: UPS Ground with insurance and delivery confirmation.

  • You may use your own shipping account by providing the account number at checkout.

  • Freight shipping available for bulk orders (200 lb+).

Tracking & Acknowledgment

  • You’ll receive tracking via email and updates in the Supplier Core Portal.

  • Please notify us of out-of-stock items within 48 hours.

Returns & Restocking

  • Returns are accepted within 5 days of delivery.

  • Items must be in resalable condition and include original invoice.

  • A 15% restocking fee will be deducted from the refund.

  • Shipping fees are non-refundable.

Damaged/Lost Goods

  • Notify us within 3 business days of receipt with photos.

  • Items must be returned within 10 days for inspection.

  • Replacements only—no refunds issued for damaged/lost goods.

🧠 Need Help?

For all shipping, return, or order support:

📎 Additional Notes

  • We currently ship within the U.S. only.

  • Wholesale customers must comply with SMOKE SOAP’s retail display and MAP policies.

  • All returns are subject to inspection and approval.