Customer Service
Up-N-Smoke's customer service goal is simple: We are committed to providing our customers total satisfaction. Every time. Guaranteed.
Shipping Times
upnsmokeonline.com will ship all products within 2-3 business days. Sometimes special circumstances arise and shipping may take a bit longer. If a situation arises that will delay your order in any way we will contact you by phone or email. Shipping Damage
Sometimes situations arise that are out of our control. Among the most common is damaged merchandise through shipping. In the case that your order, in whole or in part, is damaged by the carrier it has to be claimed with that carrier. We will replace defective merchandise but cannot be held liable for the actions of the freight carrier. Warranties
All of our products carry warranties and some carry extended warranties. Warranty information can be found in our catalog or can be obtained by emailing support@upnsmokeonline.com. ALL PRODUCTS HAVE A 10 DAY MONEY BACK GUARANTEE! Returning Merchandise
Up-N-Smoke should be notified no later than 10 days after you receive your order should you want to return your merchandise. ALL PRODUCTS HAVE A 10 DAY MONEY BACK GUARANTEE! Returns are accepted:
1) If you are dissatisfied with the quality of the merchandise.
2) If the merchandise is defective.
Returns cannot be accepted if:
1) Your order was shipped out of the continental USA.
All postage fees, both to you and back to us are the responsibility of the purchaser. All returns must be preauthorized. There will be a 10% restocking fee on all returned merchandise. (No restocking fee on exchanges.) Please do not mail the merchandise back without first contacting returns@upnsmokeonline.com upnsmokeonline.com is not responsible for any misrepresentation of products by the manufacturer or by its distributors. Pictures and descriptions are provided by the respective manufacturer. Exchanging Merchandise
We will accept almost all exchanges. Some reasons that will NOT ALLOW us to accept exchanges are:
1) Merchandise was ordered more than 10 days ago. (you must exchange with the manufacturer after 10 days)
2) Merchandise was mishandled (broken) by the purchaser.
3) Merchandise is used or not in a resalable condition. Exchanges cannot be accepted if:
1) Your order was shipped out of the continental USA. All postage charges are the responsibility of the purchaser. All exchanges must be preauthorized. There is no restocking fee on exchanges. Please do not mail the merchandise back without first contacting returns@upnsmokeonline.com
Order Cancellations
1) Orders can be canceled only if the order has not yet been shipped.
2) There will be a 3% order cancellation fee on all orders paid for by credit card to cover the credit card processing fees.
3) Orders can be canceled by emailing us
To obtain the status of an order, enter the confirmation number and click Go!.
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