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.

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.