FAQs

Frequently Asked Questions (FAQs)

Shipping FAQs

Returns/Exchanges FAQs

 

Payment FAQs

Product 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.

99.9% of orders are shipped within 24-48 hours. Unfortunately, we cannot guarantee delivery dates or times. We do our best to get your items to you as quickly as possible, but orders can be held up due to unforeseen circumstances.

If we could hand deliver each item to your door, we would most definitely, but unfortunately we haven't figured out time travel yet!

Do you offer free shipping?

Yes! We offer free shipping on all orders of $50 or more (before any taxes and fees are applied).

Do you offer discreet shipping?

Of Course. All orders are shipped in unmarked brown boxes, or white USPS priority boxes. The return address name is SGV SHIPPING DEPT.

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 will be sent via email and be able to be accessed through My Account.

When will my order ship?

Orders placed before 12pm EST are shipped same day. All orders are shipped within 24-48 hours unless otherwise stated on the product page.

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

Email info@smokeglassvape.com as soon as possible. Once your order has been packed, it cannot be modified.

How do I track my order?

Log into your account at smokeglassandvape.com. 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.

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: SGV SHIPPING , 254 S. Highland Ave. Pittsburgh, Pa 15206.

How do you ship your packages?

Hand Pipes are shipped via USPS First Class mail. Larger items such as water pipes, bubblers, etc. are shipped via USPS Priority 1-3 day or Fedex Ground.

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!!! However, no one’s perfect, and mistakes may occur, RARELY. 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 as soon as possible, as well as the box in order to file a claim with the shipping provider (USPS, FedEx).

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. More valuable items will have FRAGILE stickers on them. The box will not say Smoke Glass and Vape anywhere.

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 unfortunately.

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

Yes, but only before it is packed. If you need to make a change to your order, contact us immediately via email at info@smokeglassvape.com. Once your order is packed 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. We will issue an RMA number and have you send the item(s) back. If the item you’d like instead is 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 banks 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. 

If you're from a country that's not on this list, reach out to us anyway and we'll try to make it happen!

Do you offer local pickup?

Yes we do! It is only available in the Southwestern Pennsylvania area at the moment, as we are only offering it at our Brentwood location (located at 2817 Brownsville Road). We plan to expand to more areas in the future. 

How do I place an order for local pickup?

It's actually quite easy! Just choose the "pick up" shipping option during checkout. We will send you a confirmation email as soon as your order is placed. Your order will almost always be ready same day. At the very most, it will be ready within 24 hours after the order was placed. Once your order is ready, you'll receive an email as well. Come into the store with this email and your ID handy. Tell the sales associate in the store that you're there for a pickup. Quick and easy! 

If you have any questions or problems regarding local pickup or anything else, reach out to info@smokeglassvape.com and we'll get back to you as soon as we can.

 

Payment FAQ:

What payment methods do you accept?

You can pay by any of the following: 4 Major Cards: Mastercard, Visa, Discover, American Express + We Accept BITCOIN 

Do you accept Paypal?

No, we do not accept Paypal.

What is Bitcoin?

Bitcoin is a decentralized form of crypto-currency. Read more about Bitcoin here. 

What if I choose to cancel my order?

Email info@smokeglassvape.com with your order number ASAP.

How do I create an account?

Click “Create an Account” at the top right corner of the page.

How do I edit my account information?

Click “My Account.” Here you can edit your physical address, email address, password, and more.

What if I forgot my password?

Click “Forgot Password” on the login page. Our system will email you a link to reset your password.

What is your Privacy Policy?

We do not share your information with anyone, ever. Read our Privacy Policy here.

Do you offer discreet billing?

As of now, your billing statement will show a charge from Smokeglassandvape or Sodro Co. This could change in the future.

Do I have to pay sales tax?

You only pay sales tax if your item is being shipped to Pennsylvania.

I need a copy of my receipt/invoice.

Go to “My Account.” Click “Order History.” Each of your order invoices can be found here.

When will my refund credit appear on my account?

You should see a refund post to your account 1-4 business days after the refund is issued. This may depend on your banks policies.

When will my credit card be charged?

Your card will be charged when you place your order.

How will my purchase show on my billing statement?

As of now, your billing statement will show a charge from Sodro Co. This could change in the future.

How do I use a coupon?

Either on your shopping cart or on the checkout page, enter your coupon code into the “Enter Coupon Code Here” field.

 

How do I buy/redeem a gift certificate? Can I check the balance left?

Buy: Click “Gift Certificates” at the top right corner of the page. Enter the recipients information, and a gift certificate will be emailed to them instantly.

Redeem: Simply enter your gift certificate code at checkout into the “Enter Gift Certificate Code Here” field. 

 

Returns/Exchanges FAQ:

How do I return my product?

You may return UNUSED products within 7 days of your purchase if they do not meet your requirements. First, contact us at info@smokeglassvape.com for an RMA number. Returns will not be accepted without an RMA number. Next, carefully package your items the same way they arrived. Be sure that all glass items are completely surrounded and cocooned with bubble wrap and packing peanuts. In the event a return comes back to us broken, no refund will be issued until a USPS claim is filed and paid out.

Does Smoke Glass and Vape accept USED PRODUCTS to be returned or exchanged?

NO. We absolutely 100% WILL NOT accept used product returns. If it looks or smells like it was used, it will be thrown out immediately and no refund will be issued. There are no exceptions to this policy.

I received the wrong product.

If you received the wrong product(s), email info@smokeglassvape.com within 48 hours of receiving your package. DO NOT USE THE ITEMS. If you use the items, we cannot replace them. Once you contact us at info@smokeglassvape.com, our team will decide whether to issue a return shipping label and have you send the item back, or let you keep it and send you the correct item.

What is your return policy?

We understand the frustration of receiving something you ordered online and not being happy with it. To help alleviate your hesitancy to shop online, we offer a 7 day guarantee on UNUSED items after purchase. If you are unhappy with your item, let us know and we'll issue a refund. All preference based returns are subject to a 15% restocking fee OR the option to receive store credit for the full amount of your order minus s&h fees. Just contact us at info@smokeglassvape.com, get an RMA# and send it back. After 7 days, returns are subject to a 25% restocking fee. Customers are responsible for shipping fees on return items if the return is due to preference. If there was a mistake in the order or an item came broken, we will cover the cost of the return shipping.

How do I contact you?

We try to make it super easy to get a hold of us. If it’s a question about your order, you can fill out our contact us form or email us at info@smokeglassvape.com. If you have questions about an item, the following contact methods are available:   

Email:  info@smokeglassvape.com

Instagram: @SmokeGlassVape            

Facebook: @SmokePGH           

Please direct all business inquiries to sales@smokeglassvape.com.

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

Yes, but only before it is packed. If you need to make a change to your order, contact us immediately via email at info@smokeglassvape.com. Once your order is packed 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. We will issue an RMA number and have you send the item(s) back. If the item you’d like instead is of a greater value, just pay the difference. If it’s of a lesser value, we’ll pay you the difference in store credit!

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 banks policy.

 

Product FAQ:

Are the photos the actual pipes for sale?

All of our photos are taken of actual products from our inventory. Please understand that all of our products are hand made by human artists, and as such may have minor variations in size, shape, or color from the ones pictured. Any variations are minimal, aesthetic, and will never affect functionality. If one of our manufactures changes a product enough that it’s very different from the previous ones, we will take new photos and edit the product listing.

When do you restock your products?

As soon as we are running low on a product, an order is placed with the manufacturer to restock our inventory. As soon as the order arrives, it goes through our top notch quality control and the stock is updated on our site.

What if I want an item that’s out of stock?

Please go to the product listing for the item you wish to purchase. Right above the SOLD OUT button, please enter your email and click “Notify me when this product is back in stock.” This will ensure you get an email notification as soon as the product is back in stock.

How will I know when items I want will be back in stock?

Go to the product page you'd like to buy. Right above the SOLD OUT button, please enter your email and click “Notify me when this product is back in stock.” This will ensure you get an email notification as soon as the product is back in stock.

Does Smoke Glass and Vape price match any other glass distributors?

Yes! We take pride in offering the best prices in the industry. If at any time you find one of our products cheaper somewhere else, let us know and we’ll beat their price! Subject to price matching depends on the affiliated site.

How can I find out correct size information I need for a particular product I want to purchase?

If you have any questions about sizing, do not hesitate to contact us at info@smokeglassvape.com. Our team will be glad to help.

I've looked all over the Internet and I just can't believe how affordable Smoke is! How is this possible?!

Since Day 1, we at Smoke have always taken pride in providing the best, most affordable products at the highest quality on the market. We understand the "working guy or gal" and want to give you the best prices well below our competitors. It’s simple, really...QUALITY PRODUCTS, QUALITY CUSTOMER SERVICE, HAPPY CUSTOMERS!