Payment Policy
All credit card payments, shipping, and billing address must match. For any reason that your shipping address is different from the billing address, then we require Identity verification (Drivers license or State ID) with your order number in order to verify your identity.
Shipping
Items on our website marked in stock will ship within 24 hours. Most orders placed before 2:00 PM will be shipped the same day.
Package ship with Priority Mail® service includes signature, tracking and delivery in 1-3 business days.
Pre-Order items will ship out on the next day of the drop date stated on the product. If any delays incur we will notify you and give you the option to cancel if you please with a full refund.
In store pick up is available within 30 minutes from placing the order during our normal business hours. Must bring a government ID for the time of pick up. That ID has to have the same name used to check out the order.
Return & Refund Policy
Returns are accepted for unused products!
(Returns accepted for U.S. customers only, all sales are final for international orders)
International order cancellations that results in a deficit due to exchange rate is out of our control and we will are not liable if it results in a deficit at the time of cancellation due to exchange rates at that time. All rates are based on USD.
Any used/damaged products cannot be returned/exchanged. No exceptions. This includes grinders/vaporizers/silicone mats/accessories, etc. If you return a used item, you will not be eligible for a refund.
***The customer will have to pay for their own shipping when returning the item(s). We can provide you with a prepaid shipping label (For domestic U.S. customers only, the cost of the postage will be deducted from your refund) ***
Any products/accessories/vapes, etc that was damaged as a result of user use or misuse does not qualify for a refund or replacement! If you broke it you are responsible.
Any item that has product packaging must be returned with its original packaging unused, otherwise we cannot accept a return.
Returns are processed only when the item is returned back to us, no exceptions, if the package is still in transit we cannot process the return until our returns department has approved of the return.
Pictures of the item will need to be provided by the customer to ensure the same item gets returned.
Empire Smoke understands that sometimes you may change your mind on a purchase, or you saw something else you want, we've all been there before. In the highly unlikely event you are not happy with your order for any reason, email us at EmpireSsmokeclovis@gmail.com within 30 days of receiving the package and let us know if you would like a return.***
- Once we accept your request for return and a shipping label is issued, you must return the item within 7 business days or your return request will be voided and we will not accept the return.
- Glass item returns will incur a 10% restocking fee.
- Electronic vaporizers and E-nails such as Dr Dabber, Volcanos, Yocan, Puffco, Pax and other electronics will have a 20% restocking fee.
- If your electronic vape or device has issues, it must be addressed with the manufacturer first. Once confirmed by the manufacturer that the device is defective we can proceed with a return. Warranties are by handled the manufacturer of that product.
- Shipping charges (international included) and rush processing fees are non refundable.
- We are not able to accept returns for orders shipped outside of the United States. All international purchases are final.
- Empire Smoke accepts returns on unused products within 15 days of delivery.
Please see below for the return process:
- Request a return, please email us (Empiresmokeclovis@gmail.com) a request or your return is not valid without a RMA number
- Returns/Exchange must be initiated within 15 days of delivery date
- Item(s) must be in original, brand new (unused*) condition.
- Item(s) not shipped within 7 business days days of receiving a return label will be denied the refund.
- Please be sure to include your order number and item(s) list you plan to return in your email.
- Buyer must understand and agree to pay for all shipping costs associated with returning the item(s) or use our prepaid shipping label and have the cost deducted from the refund.
- Please package item(s) in same way it was received, We encourage you to purchase insurance for the amount of purchase price. Item(s) received damaged or lost will not be refunded.
- Item(s) must be returned in full, missing parts and/or accessories can void your return or you may be charged up to 70% of total cost.
- Once inspected and approved for refund, a full refund for the purchase price will be issued (minus the restock fee & return label cost)
Assuming all conditions above are met, you will be refunded the entire within 48 hours of us receiving the returned item(s).
We also offer store credit in the amount of your purchase order as a option to a refund.
*We Do Not accept returns on used items. If the items smells or looks used or even if it was cleaned after a single use we will destroy the item(s) and deny a return/exchange and you will be charged. No exceptions to this rule.
By using our site, you are acknowledging you understand and consent to the our return policy and conditions.
IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, DO NOT USE THIS SITE.