Refund & Return Policy

Because we sell age-restricted, consumable, and perishable items, we do not accept returns or exchanges for: Tobacco products, cigars and cigarillos, vape devices and disposable vapes, e-liquids and nicotine pouches, pipe tobacco, grabba/leaf, or rolling tobacco, any opened, unsealed, or partially used items. This policy helps us maintain product integrity and comply with federal/state regulations.

We do not offer refunds for: Changing your mind, ordering the wrong item, not liking a flavor or strength, not reading product descriptions, purchasing by mistake, third-party package theft after delivery. Please double-check your order before submitting payment.

We only offer replacements for items that: Arrive damaged, are defective out of the box, are incorrect due to our mistake. To qualify, you must notify us via email at support@smokenza.com within 48 hours of delivery with: Your order number, photos of the product and packaging, description of the issue. If approved, we may send a replacement or store credit. Refunds will only be issued at our discretion.

If your order fails age verification: Your order will be canceled, a restocking fee of up to 25% may be deducted, shipping fees are non-refundable. This protects us from fraudulent or underage purchases.

Once a package is marked 'Delivered' by the carrier, we are no longer responsible for: Stolen packages, packages delivered to the wrong address due to customer error, delayed deliveries caused by USPS/UPS/FedEx. If your package is lost in transit (not marked delivered), we will help file a claim with the carrier.

Because orders begin processing immediately: Orders cannot be canceled once the shipping label is printed. If the order is still unprocessed, you may request cancellation. A 10–20% cancellation/restocking fee may apply (covers age verification, labor, and payment-processing costs).

All discounted, clearance, 'Buy X Get Y,' and promotional items are strictly final sale.

If a package is returned to us due to: Wrong address entered, failure to pick up from carrier, refusal at delivery, age-verification failure. Then: Refunds will be issued minus shipping + up to 30% restocking fee, or you may repay shipping to have it resent. Opened or damaged returns will not be refunded.

We take fraudulent claims seriously. If a chargeback is filed for an order that: Was delivered, passed age verification, was not damaged, was not reported within 48 hours. We will provide the payment processor with: Photo evidence, age verification logs, shipping records, tracking confirmation, IP and device logs, customer communication history. Any fraudulent chargeback attempt will result in account termination and may be reported to the appropriate authorities.

For questions or concerns regarding your order, email us at: support@smokenza.com. We are happy to help resolve any legitimate issue quickly and fairly.