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Frequently Asked Questions

Shopping

What carriers & shipping speeds do you offer?

Our shipping transit time for domestic orders is 1 to 3 business days. We offer FREE expedited shipping on all USA orders Including Hawaii & Alaska! See the map here
International customers have different shipping rates based on your location.

What do you charge for shipping?

Expedited shipping is free on all domestic orders!

Where do you ship from?

One of our warehouses in NM, CA, or IL

How can I check the status of my order?

Please use our order status app to check your order’s status Here

When will my order arrive?

Average transit time is 1 to 3 business days.

Can I change my shipping address?

In most cases, it’s not possible to stop a package after it is in transit. Please contact us immediately to cancel your order and replace it with the correct address.

How long does it take to physically ship or dispatch my order?

After you place an order, we typically ship out within 1 business day.

Do you require signature upon delivery?

Yes, adult signature is required for every shipment.

Do you ship to po boxes?

Yes, we do!

Will it say “Smokebundle” on the shipping box?

No, we ship everything in unmarked brown or standard USPS boxes with a return address labelled "SB Industries". There will be no mention of SmokeBundle on your package.

What will my shipment look like?

Orders ship in plain brown boxes & all fragile items are sealed with heavy duty “fragile handle w/care” carton tape.

My shipment arrived broken, what do I do now?

No one likes it when this happens but claims are easy at smoke bundle, please use our form to submit a claim. here

My shipment’s tracking says “delivered” but I can't locate it.

If your tracking information shows that your package was “delivered” but you didn’t receive it, please follow these steps.
• Verify the shipping address you provided is correct. (using Autofill can complicate this)
• Look for an attempted delivery notice around your door, mailbox, or specific delivery area.
• Look around entrances and perceived delivery locations for your package.
• See if neighbor, roommate, or loved one accepted the shipment.
• Some packages travel through different carriers; please check your mailbox and/or local post office where you receive mail.
• Wait - in some cases packages may say delivered up to 24 hours before they’ve actually arrived.
If it's been more than 24 hours after your shipment was delivered, contact us. We will locate your package with the assistance of our shipping carriers and quickly work towards a solution, but don’t worry we got you covered.

Why is my package taking so long?

COVID-19 Update: We and our associates are working to ensure the safe arrival of your pieces; however unexpected shipping delays may occur. We appreciate your understanding and hope you and your loved ones are staying safe (and masking up).
On occasions like holidays, postal holidays, and sale events, our processing time may temporarily increase to 2 business days. If it has been more than a few business days (excluding weekends and holidays), and you still have not yet received a tracking number or shipment notification, contact us immediately. We are proud to offer the fastest shipping service in the industry, and we'll go the extra mile to ensure on-time delivery.
Shipping speed is based on where you are and a handful of other factors. Usually, delivery takes no more than 3 business days anywhere in the lower 48.
Shipping speed and processing time are two different things. Shipping Speed is essentially transit time e.g. how quick the carrier delivers your package. Processing time is how long it takes our staff to process your order, check the quality all of the items shipping that day, carefully and safely package the shipments, and physically get your package to the carrier.

Payment

Is billing discreet? How do I identify charges on my credit card/billing statement?

Our description on your credit card or other statement will appear as “SB Industries”.

What forms of payment do you accept?

We accept the 4 major credit cards Visa, Mastercard, Discover, & American Express.

How will my billing information be kept secure?

Your billing information & card number is not shared with anyone, ever.

Will I have to pay state-imposed sales tax?

Yes, this is automatically calculated at checkout according to your state or the state the order is shipping to.

How do I obtain a copy of my receipt or invoice?

Please contact us & we’ll email it to you.

I just got a refund, when will it appear in my bank account

It can take 3 to 5 business days, but typically it goes thru in 1 to 2 business days.

Returns

Do you accept returns?

We do not accept used returns, no exceptions. Claims and returns must be filed within 14 days of delivery. Use this form to start a return or claim here

What’s your return address?

We will provide our return address and detailed return instructions with your return mailing authorization (RMA) when your return is approved.

I received the wrong product, what do I do?

First if you do not want to keep the item DO NOT USE IT. Used returns are not accepted. Immediately contact us & we’ll send you a prepaid return label to rectify the situation.

MISCELLANEOUS

How is my personal information shared & stored?

We won’t share your information with anyone, ever. Read our privacy policy here

How can I cancel my order or items in my order?

Please contact us immediately so we can attempt to stop your order from shipping.

Why are some items out of stock?

Limited availability & production of our most popular products means that products are sometimes out of stock. But no worries, we stock products daily!

When do you re-stock products?

We generally restock a brand or product as soon as it’s available.

I got an out-of-stock email from you, what do I do?

We are sincerely sorry for this! This really never happens, but we are human, and we sometimes make mistakes. To make up for this mishap, you can select a product up to $10 more in value or we’ll issue you a gift card voucher. If we don't hear anything from you in 3 business days, we'll send you a gift card voucher for the total of your order and $10, so that you can get what you want.

How do I contact smokebundle?

Need assistance with your order? Email at cs@smokebundle.com. For phone customer service, please text or call (575) 228-0921.
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