At Just Smoke, we use fulfillment centers to handle all of our shipping needs. This means that once your order is placed, it will be processed and shipped from one of our trusted third-party centers.
All orders are typically shipped within 24 business hours, excluding weekends and holidays. Delays can occur due to inclement weather.
We understand the importance of timely service, which is why we strive to get your order processed as soon as possible.
To ensure the prompt and reliable delivery of your order, we utilize several regional shipping carriers. Depending on your location and shipping method selected at checkout, your shipping time may vary.
Proof of age (valid government-issued ID) and adult signature at delivery required on all nicotine purchases. If you are unable to show your ID and sign at delivery, and your shipment is returned, you will receive a refund for your returned products, but all shipping and handling fees are nonrefundable.
Please note that shipping times may vary depending on your location and the shipping method selected. Once your order has shipped, you will receive a tracking number via email so that you can easily track your package and stay up-to-date on its delivery status.
Please visit our order tracking page for information on how to track your package.
Depending on your shipping or pickup method, order tracking may be available on your order confirmation page.
Transit time may be longer during holidays, and may be affected by weather, errors on the order address, and other factors related to carrier routing and transit times.
Transit time / day of delivery is estimated, not guaranteed.
We do not ship internationally at this time, please keep checking back as we will be expanding quickly into new markets.
Due to the reach of our carriers, not all zip codes are serviceable in the states we currently service.
We are not accepting orders to the following cities/states:
If your location is listed above, we are currently unable to ship to you. Please check back soon, if the legal landscape changes we would be happy to serve you!
Delivery dates and transit times are not guaranteed, and packages may be delayed due to errors on the part of the carrier service, dangerous weather, and other factors outside of our control.
Very rarely a package may show delivered status but will show up 2-3 business days afterwards. It is possible the package was scanned early on a delivery route where you are located. Please wait 2-3 business days as 95% of the time it will show up within that time period. Please keep in mind, Just Smoke is not responsible for shipper negligence.
Once a package leaves our fulfillment centers it is in the hands of the shipping carriers to get safely to you. Our carriers all have GPS data to geolocate your orders, the only way an order can show delivered status is if the final scan was geolocated to the vicinity of your address. Unfortunately, packages can be stolen so please collect your package from your delivery area as soon as you get an email from us showing delivered status. Just Smoke is not responsible for delivered packages that are stolen.
Any shipment, item, or order that has been forwarded, redirected, repackaged or relabeled by any business or individual other than Just Smoke or the original mail carrier is no longer covered by our safe delivery guarantee or by any warranty.
If you have any questions or concerns about your order or its shipment, please don’t hesitate to reach out to our customer service team for assistance. We’re always here to help!
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout. Please note: By declining package protection Just Smoke is not responsible for lost, damaged, or stolen items.
Purchased Route Protect and looking to file a shipping issue online? File here
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
Marked As Delivered (Stolen)
Stuck In Transit (Lost)
Damaged
All of Route’s policies are listed here
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.
If your order has not arrived, please file a claim with Route here.
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND’S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
We offer a monetary refund for a 30-day period from the date of delivery for any new unopened hardware product/s. This is only available for hardware purchased from justsmoke.com, consumable nicotine products are not eligible for return, refund or exchange. The refund amount will only be for the price of the item, shipping fees and shipping insurance costs will not be refunded. Please note: Clearance items are All Sales Final. No exchanges or returns.
***Any Just Smoke products purchased from 3rd party resellers are not eligible for refunds, and instead, fall under the specific refund policy for the store where the item(s) were purchased originally.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a refund or exchange.
To be eligible to return your item(s) must be unused and in the same condition that you received them, and still in their original packaging.
To complete your return, we require a receipt or proof of purchase.
If any item(s) are returned for a refund and are found to be or used in any way, no refund will be processed, and the item(s) in question will not be able to be returned to you as the customer.
Just Smoke is a reseller, not a manufacturer, if any manufacturing defects are found you must contact the manufacturer directly and submit a warranty claim with them.
Just Smoke utilizes a fulfillment center for shipping your order, we are not responsible for any mishandling, delay or error in the shipping process. If your order did not reach you please contact the shipper and use the provided tracking information to find your order. Just Smoke will NOT provide refunds or product replacements due to shipper negligence.
Once your return is received and inspected to verify it is unused and unopened, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7-10 business days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
Only regular priced items may be refunded. Sale items cannot be refunded or exchanged.
We only replace items if they are defective or damaged. If this is the case and you need to exchange it for the same item, please contact us.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, contact us for eligibility first.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your returned product to reach us may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
ALL CUSTOMERS ARE REQUIRED TO UNDERSTAND THEIR LOCAL REGULATIONS AND WE WON’T BE ABLE TO OFFER REFUNDS OR REPLACEMENT IF ISSUES ARISE.
