Frequently Asked Questions (FAQs)

Shipping FAQ:

How much is shipping? 

Shipping fees vary depending upon size and weight of product. Average delivery time for shipping is 3 days, but depending on your location may take up to 6 business days. Faster shipping methods are available for purchase, as well as international shipping.

Do you offer free shipping?

Yes! We offer free shipping on all orders of $65 or more (before any taxes and fees are applied).

Do you require a signature on your packages?

Smoke Glass and Vape requires an adult signature due upon delivery on any order. If you are underage, DO NOT order with us. We take fraud and underage orders extremely serious, and are obligated to report all credit card fraud to the authorities. DO NOT ORDER IF YOU ARE UNDERAGE. WE WILL FLAG YOUR ORDER.

How can I check if my order has shipped?

Go to My Account, and click on Order History. Find the Order # and see if the fulfillment status is fulfilled meaning "Shipped" Your tracking information will be sent via email and be made accessible through My Account.

When will my order ship?

Orders placed on business days are shipped within 24-48 hours. Most orders placed before 10AM EST are shipped same day. Orders placed on any non-business days (weekends, major holidays, etc) will not be fulfilled until the next business day.

Unfortunately, we cannot guarantee delivery dates or times. We do our best to get your items to you as quickly as possible. On rare occasion, orders may be held up due to unforeseen circumstances. If a significant issue occurs, we will reach out to you via email as soon as we can. 

If you have any questions or concerns, don't hesitate to reach out to us at info@smokeglassvape.com. We're here to help!

How do I edit or cancel an item in my order?

Email info@smokeglassvape.com as soon as possible. Once your order has been shipped, it cannot be modified. In the event that your order is shipped before your message is processed by our team, refer to our policy on returns and exchanges.

How do I track my order?

Click “My Account” and go to “Order History.” Scroll down to the “Tracking Info” section of the page and click on the tracking number. Tracking Info will also be sent via email.

My order never arrived. What do I do?

First, Don't Panic! Second, check the tracking number! If it’s still in transit, just wait until they deliver it. If it says “Delivered” and it hasn’t arrived, please contact your post office with the tracking number. You can also follow the steps at this page here.

An item is missing from my shipment. What do I do?

Email us at info@smokeglassvape.com within 48 hours of receiving your order.

What is your mailing address?

Our mailing and return address is:

Smoke Glass and Vape, 2817 Brownsville Road, Brentwood, PA 15227

How do you ship your packages?

Small items are shipped via USPS First Class mail. Larger items and orders with multiple items are shipped via USPS Priority Mail. Expedited shipping is available via USPS Priority Mail Express.

Where do you ship from?

We ship out of Pittsburgh, PA.

What if my order breaks during shipping?

We package all orders using a system known as TLC (Tender Love and Care)! However, we do not have control over the shipping process once it's in the hands of USPS. In the unlikely event your item arrives broken, DO NOT throw away the box or packing materials. We will need MULTIPLE CLEAR photos of the broken items and the box as soon as possible. Once we receive these pictures, we will file a claim with USPS.

Depending on the extent of the damage, we may issue a return-shipping label or simply tell you to toss the broken item in the trash. In either case, a brand new replacement item will be sent out to you!

What will my package look like?

Your package will arrive in a brown or white box. Boxes with glass and higher value items will have a FRAGILE sticker on them.

Can I have my order shipped to another address other than the one listed on my billing information?

Yes you can. The billing address is only used to verify the credit card information. However, we may request ID verification if the order is going to a different name than the one on the credit card in order to prevent fraudulent orders with stolen credit cards, as well as underage orders.

If you use an American Express card to pay, your order MUST be sent to the billing address. This is only for orders paid via American Express.

What if I need to update or change my shipping information?

Email info@smokeglassvape.com ASAP. Once your order is shipped the destination cannot be changed.

Can I change my order after I’ve made my purchase?

Yes, but only before it is shipped. If you need to make a change to your order, contact us immediately via email at info@smokeglassvape.com. Once your order is shipped it cannot be changed.

What if I do not like my item(s) and want to return the items for an exchange?

No problem. Contact us via email at info@smokeglassvape.com to set up an exchange as soon as possible. We will issue an RMA number and have you send the item(s) back. If the item you’d like to exchange for is a of a greater value, just pay the difference. If it’s of a lesser value, we’ll pay you the difference!

How long does it take for a refund to be returned to my account?

Refunds should appear in your account in 1-3 business days. This mostly depends on your bank's policy.

What countries do you ship to?

We currently ship to the United States, British Indian Ocean Territory, India, Israel, Japan, Singapore, South Korea, Thailand, Austria, Belgium, Croatia, Czechia, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Spain, Sweden, Switzerland, United Kingdom, Anguilla, Antigua & Barbuda, Bahamas, British Virgin Islands, Costa Rica, Panama, U.S. Outlying Islands, Brazil, Chile, Colombia, Australia, New Zealand, Canada, and Mexico.