FAQs
Frequently Asked Questions (FAQ)
Contacting Us
How can I contact Smoke Palace?
You can reach us by emailing: info@shopsmokepalace.com Our customer service team is dedicated to assisting you with any inquiries or issues you may have.
Shipping Information
Do you ship worldwide?
Yes, we offer worldwide shipping.
Where do you ship from?
Our products are shipped from the United States.
Order Information
Can I change or cancel my order?
Changes or cancellations to your order can be made within 12 hours of placing the order. Unfortunately, requests made after this timeframe cannot be accommodated. However, you can return your order for a full refund once it has been received.
When will my order be processed?
Orders are processed within 1-3 business days from the order date and shipped the following day. Please note, orders are not shipped or processed on weekends. Allow extra processing time during holidays and sale seasons.
Payment Methods
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
Delivery and Customs
How long will it take to receive my order?
Orders typically arrive within 2-4 weeks. High demand may affect these delivery times.
What if I don't receive my order?
If your order has not arrived within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
Prices on our site are displayed in US Dollars and are tax-free, meaning you may be liable for duties and taxes once your order arrives. These charges are determined by your local customs office. We do not cover these costs, and we are not responsible for delays caused by your country's customs department.
Returns, Refunds, and Exchanges
How do I return an item?
To return an item, please contact us at info@shopsmokepalace.comĀ for instructions.
What if the item(s) I received are defective/incorrect/damaged?
If you receive incorrect, missing, or defective merchandise, please contact us immediately with your order number and photos of the items. We will work swiftly to resolve your case.
When will I receive my refund?
Refunds are credited to your original payment method within 7-10 business days of receipt of the returned item or cancellation request. For specifics on when the credit will appear in your account, please contact your card issuer. If you have not received your refund after this period, we recommend contacting your bank or credit card company as processing times can vary.
