FAQs

Frequently Asked Questions

Shipping FAQs

Returns/Exchanges FAQs

Payment FAQs

Product FAQs

Shipping FAQ:

How much is shipping? 

Shipping fees are determined by our shipping partners and vary depending upon size and weight of product. 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). The service used for free shipping varies based on a variety of factors, including package weight, size, and shipping location.

Do you require a signature on your packages?

Depending on the order, Smoke Glass and Vape may require 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 any fraudulent orders 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 1-2 business days. 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?

Our packages are primarily shipped through USPS. Options available include Ground Advantage, Priority Mail, and Priority Mail Express. In some special cases, we may enlist the use of another service, like UPS or Fedex.

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. 

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!

*Note that some items may not be available for shipping to certain countries due to local or national restrictions.

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! 

Want to pick it up at another Smoke location? No problem! Just send us an email at info@smokeglassvape.com and we'll coordinate your pick up from there. Note that it may take longer then 24 hours in these instances. If you have any questions or problems regarding local pickup, reach out to us via email as well, and we'll get back to you as soon as we can.

What happens if I don't pick up my local pickup order?

We will hold the order for as long as we can. If you're having trouble getting to our Brentwood location to pick up, reach out to us at info@smokeglassvape.com for assistance. We will usually hold orders for at least 2 weeks. If we fail to hear back from you after 2 weeks, your order will be refunded and you may be subject to a 15% restocking fee. 

 

Returns/Exchanges FAQ:

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 return 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 shipping and handling fees). After 7 days, returns are subject to a 25% restocking fee. See instructions below for important details on how to return your purchase. 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.

Notice: This return policy does NOT apply to purchases made at any of our retail locations. Due to past events, we have a strict zero returns policy for purchases made in-store. To inquire about more information on this policy or the possibility of an exchange, please call or revisit the store that you purchased your item at. Visit our Locations page for the phone numbers and addresses of our retail locations.

How do I return my purchase?

Any UNUSED products purchased through our website may be returned within 7 days of your purchase. First, contact us at info@smokeglassvape.com with information on your order and your reason for return. Your return MUST be formally approved by our staff before it can be processed. 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.

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 shipped. 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 your exchange information 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 bank's policy.

 

Payment FAQ:

What payment methods do you accept?

You can pay by any of the following: Visa, Discover, Mastercard, American Express and most major cryptocurrencies (Bitcoin, Ethereum, etc) . 

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. We may change this 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 bank's 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. or Smoke Glass Vape.

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?

To 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.

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

 

Product FAQ:

Are the photos the actual pipes for sale?

All of our photos are taken of the actual product. 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 manufacturers changes a product enough that it’s very different from the previous ones, we will take new photos and edit the product listing to reflect these changes.

When do you restock your products?

As soon as we are running low on a product, an order is placed with our distributors 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?

If you're interested in a product that is not currently in stock, reach out to us at info@smokeglassvape.com and we'll give you an estimate as to when the item will be back in stock.  

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

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 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!