FAQ

Here at Smoke Cartel, we understand our customers' concerns about privacy and discretion.  Every product we ship will be sent in plain cardboard boxes, with nothing to mark glass pipes or smokeware.  Our shipping labels do not say Smoke Cartel, and we do everything we can to ensure our packages are discreet.

As such, our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Nowhere on the outside of your package will you see the words "Smoke Cartel".  

The return address on the box will be "SC.COM".

However, "Smoke Cartel" will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.

We utilize many different fulfillment centers around the globe to provide you with the widest selection of high quality accessories. Most of our items ship from the USA, however a handful are also fulfilled from Canada or China.

We ship using the most cost effective service for your specific area. Customers can opt to select a carrier by purchasing their preferred shipping, otherwise packages are shipped via our standard Free Shipping.

Tracking labels are sent out via email once the package is picked up by the post office.

We offer free domestic shipping for all of our items, and low cost international shipping.

Domestic Shipping (within the United States) Rates:

Free Shipping: $0

Priority Mail (USPS 2-3 Days Estimated): $7

Priority Express Mail (USPS 1-2 Days Estimated): $24

UPS Ground (UPS 1-5 Days): $8-$14

UPS 2nd Day Air (UPS 1-2 Days): $32

International Shipping Rates:

Over $300: $0

International First Class: $10.95 - $19.95

International Priority\: $29.95

We ship everywhere in the United States, as well as a handful of international countries!

We ship to Australia, Canada, Columbia, Costa Rica, Denmark, Egypt, France, Germany, Ireland, Italy, The Netherlands, Singapore, Thailand, Switzerland, and the United Kingdom.

At this time, we are unable to waive customs fees for international shipments. We are actively working on this, so if this is an issue for you, please check back soon & keep in touch.

If you do not see your country listed, we cannot assure delivery. You can contact us to request adding your country to the list. Not all requests will be added due to company policy. 

Please note that shipping speed does not include the processing time necessary for pulling and packaging orders.

If placed before 10 am EST, the majority of orders are shipped the same day. Our shipping team works as hard as they possibly can to ship orders quickly, but during peak seasons and promotional events, average processing time may increase.

Shipping times do not guarantee package arrival date.

Tracking information will be sent to you once your order has been scanned and packed up. Tracking emails are typically sent out 1-2 days after order has been placed.

Once it’s shipped out you’ll continue to receive periodic shipping updates until its arrival. If you entered a phone number at check-out, our system will send you text message alerts to update you when your package is out for delivery.

Trying to find your package?

If you're still having difficulty tracking your order, or if you have additional questions about your order, please contact our customer service crew for further details.

Smoke Cartel reserves the right to add a signature requirement to any order at our discretion for security reasons. This is to prevent fraud and underage orders. We are very serious about preventing illicit orders.

We can not guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.

Yes! We offer a Price Match Guarantee with a 5% price beat on eligible items. If you find an identical product from the same brand at a lower price from our online competitors like Grasscity, Billowby, or Cloud Culture, we're happy to match or beat whatever price is set. This policy excludes wholesalers and auction sites. Contact us to request a price match.

If you haven’t received your order confirmation, first check your spam or junk folder. If it’s not there, please ensure you entered the correct email address at checkout. You can also contact our customer support team contact@smokecartel.com, with your order details, and we’ll confirm your order and provide any necessary updates.

Orders placed before 10 AM EST typically ship same-day, though processing can take longer during busy times. Standard free shipping takes 3-7 business days after your order ships. Tracking info arrives via email 1-2 days after ordering. Delays can happen due to weather, holidays, or carrier issues.

Once an order has been placed, we process it quickly to ensure fast delivery. This means we cannot guarantee changes to the shipping address after the order is submitted. If you notice an error immediately after ordering, please contact our customer support team contact@smokecartel.com, as soon as possible—we’ll do our best to help before the order ships.

Curious about what payment methods we accept?

We accept all major credit cards. 

Mastercard, Visa, American Express, Discover Card. 

We do not accept paypal - there are no exceptions to this. 

This one can get tricky. The short answer is no, but the long answer is yes! So, lets get technical!

Our payment capturing system relies heavily on your billing address in order to accept your funds. This address is where you would be receiving all of your credit statements, if this was a card issued by your bank. The vast majority of these prepaid cards have no billing address associated with them, so when you attempt to use a prepaid card in our system you might find that your payment was sent, but no order went through. This is because we couldn't capture your funds that you authorized to send to us. The money sent in these false authorizations will be refunded after some processing time.

Just because some prepaid cards don't have billing addresses doesn't mean they are all lacking! Some prepaid gift cards have the ability to have a billing address assigned to the card. If you wanted to use a prepaid gift card with the Smoke Cartel then you definitely want to make sure your card has a billing address.

Sometimes, payment processing can be a huge hassle, and here at Smoke Cartel, we are looking to make it as easy as possible for you!

We  do not accept Paypal due to their restrictions on tobacco, glass pipes and functional glass art. There are no exceptions to this, for Paypal has restrictions on all smoking products and accessories. Sorry 'bout the inconvenience.

When you go to checkout, you can apply your coupon code on the second page of the checkout process! On the first screen there will be the subtotal of your cart, and from there you can “proceed to purchase”. At the “proceed to purchase step” you should see two sides of the screen, the first page is the option to login to your Smoke Cartel account.

We highly recommend creating an account with us, as this makes it easier to track your order and use our website features such as the returns manager.

The other side of the screen is an overview of your order. On this side of the screen, you will see an “Apply discount code” in green lettering. Here you will click on the green lettering, and proceed to enter and apply your discount code. You are only able to apply ONE discount per cart order. Please note that discounts CANNOT be applied retroactively, so after you finish the checkout process you will not be able to go back and apply a discount once you have paid for your purchase, nor will customer service be able to provide a refund for the difference.

We accept returns on all unused products. If the product has been used, even just once, we cannot accept a return. No exceptions. Items to be returned must be reported within 4  (four) days of delivery. All returns are applicable for a restocking fee.

No matter what the reason is, sometimes you get something that you don’t want. If you want to return an item that you received, there are a couple things that you have to do first to help us out. We first need an email with some pictures of the item you received, just so we can verify that it is not broken and not used. From there we will get you a prepaid return label, to make the return process as cheap and easy for you as possible. 

Returns will only be accepted if exchanged through our customer service team, packages sent without our return label will not be accepted or refunded. 

If the package has already been shipped out, the order cannot be cancelled. If you are unsure about your purchase, please contact us beforehand so that we can help you select the best piece for your needs.

If you find that something is missing from your package then you have come to the right place. For starters we are really sorry about that. 

We just need you to email us with what’s missing from the order, and from there we’ll search our order photos & videos for a discrepancy. If the photos or video show that we made a mistake we will make it right immediately, and you will be receiving a replacement shipment from us shortly. 

Always be sure to check your packaging and bubble wrap for missing items, sometimes smaller items can get misplaced in the unwrapping frenzy!

Yes, exchanges work for unused items. Contact customer service within 4 days of delivery at contact@smokecartel.com. We'll coordinate an exchange of equal value and provide a prepaid return label. Remember: the item must be completely unused—not even one session. We're pretty serious about this policy for everyone's safety.

To start a return or exchange, sign in to your Smoke Cartel account and navigate to our Return Portal. You can also contact our customer support team with your order details. They will guide you through the process and provide a return authorization if applicable. Note: Only orders placed within the last 30 days are eligible for return.

For standard returns of unwanted items, you'll receive a shipping label but the cost of return shipping will be deducted from your refund or store credit. However, if the return is due to a damaged, defective, or incorrect product, we will provide a prepaid shipping label at no cost to you.

Yes, sale and discounted items are generally returnable unless otherwise stated in the product description. Refunds will be applied based on the amount you paid.

If an item is broken during shipping, we can only refund or replace the piece if it is completely unused. This policy also goes for pieces that are damaged or have manufacturing defects.

Here at SmokeCartel, we try very hard to ensure that all of our packages arrive safely. However, we realize that this does not always happen. When you first receive your package, inspect it first to make sure that it is in proper working condition. If there is something that is not satisfactory, take a photo immediately and send it to contact@smokecartel.com with your order number and the photos.

We will try to replace the broken item, or if that is not possible, we can offer a refund or exchange for the piece. Exchanges must be of equal value to the broken item.

If there is a breakage during shipping, we must be informed of the break as soon as possible. Please inform us within 48 hours of the package arrival.

We will not accept returns on broken items after the item has been used. There are no exceptions to this.

If you’re here reading this then it means somehow you’ve broken a piece. Don’t worry it happens! We can happily get you a replacement piece! We just have one stipulation if you intend on returning it. Whether or not the piece is broken, if the piece has been used then we can not take it back. We have a strict policy about not accepting used pieces and we make 0 exceptions on that rule. Now, lets get down to business!

Did what you purchased arrive broken? Let me tell you from all of us here at Smoke Cartel that we are sincerely sorry for making you deal with that. It may look like everything is lost, but fear not we can help you! What we need from you are some pictures of the broken item. Just take a couple pictures of the broken item, your order invoice and any other pictures you think are necessary. Send all those pictures to contact@smokecartel.com. What will happen is that we will be able to send you a replacement piece. On the off chance that we are not able to send you an exact replacement we can work out an arrangement to properly compensate you. Thanks!

Please DO NOT send emails asking for free products or item giveaways. ALL item giveaways or freebies that we give out are done over our social media channels or the channels of our glassblowers. We frequently host giveaways and freebie contests via our Instagram, Tumblr, Facebook or other social media channels. This is the only location of free items or item giveaways, and emails asking for free products will be disregarded. We will NOT give away items via emails, no matter what.

All coupon codes and discounts will be either posted on our website or in some instances, posted on partnering websites. Coupon codes and discounts must be entered upon checkout; coupon codes and discounts cannot retroactively applied.

Enter your email in the footer of our website to join our list. Follow us on Instagram, Facebook, and other social channels for exclusive drops, behind-the-scenes content, and early access. You'll receive discount codes, new product announcements, educational resources on gear and techniques, and first dibs on limited releases before anyone else.

All giveaways and freebies are exclusively run through our social media channels (Instagram, Facebook, Tumblr) or through collaborations with glassblowers and partners. We don't send free products via email requests. Follow our social accounts and watch for giveaway announcements. Coupon codes must be entered at checkout—they can't be applied retroactively after purchase.

Found yourself locked out of your account? We can help you regain access! When you attempt to login, you should see a clickable link that states "Forgot your password?". Enter in your email address, and we can send you a link to reset your password. You can also get in touch with our Customer Service team, and they can have a password reset email sent your way!

Visit smokecartel.com, click "Login" in the top right, select "Create Account," enter your email and create a password, complete your profile. Account perks: faster checkout, order tracking, saved addresses and payment methods, returns manager access, and exclusive account-holder promotions. Making an account streamlines future purchases and enhances your overall experience.

Yes, all smoking accessories we sell are legal for tobacco use and intended for adult customers 21+. Customers are responsible for knowing local laws. We verify age at checkout and may require signature delivery. We reserve the right to cancel orders suspected of violating laws or company policy. We take preventing illicit and underage orders extremely seriously.

Absolutely not. We enforce strict 21+ age verification at checkout, reserve the right to require signature on any order for security, and immediately cancel suspected underage orders. Fraud prevention measures are in place throughout our system. For legal guardians ordering for personal use: packages require adult signature to ensure compliance with regulations. No exceptions.

Yes, we collaborate with talented glassblowers, artists, and cannabis culture influencers who share our vision for elevated smoking experiences. Partnerships include limited-edition collaborations, exclusive product drops, social media giveaways, and educational content. Interested in working together? Email contact@smokecartel.com with your portfolio or proposal. We're always looking for innovative creators.

If you can’t find the answer to your question in our help desk, (we have answers to all of our most frequently asked questions!) please send us an email with your name, your order number (if applicable), and your question.

Our email address is contact@smokecartel.com

Yes, all our curated glass pieces are made from body-safe, heat-resistant borosilicate glass (same material as lab equipment and kitchenware). It's non-toxic, contains no lead or harmful chemicals, and doesn't leach or off-gas. Our silicone products use food-grade, BPA-free, phthalate-free platinum-cured silicone. Always inspect glass before use—never use cracked or damaged pieces.

Yes, all smoking accessories we sell are legal for tobacco use and intended for adult customers 21+. Customers are responsible for knowing local laws. We verify age at checkout and may require signature delivery. We reserve the right to cancel orders suspected of violating laws or company policy. We take preventing illicit and underage orders extremely seriously.

Absolutely not. We enforce strict 21+ age verification at checkout, reserve the right to require signature on any order for security, and immediately cancel suspected underage orders. Fraud prevention measures are in place throughout our system. For legal guardians ordering for personal use: packages require adult signature to ensure compliance with regulations. No exceptions.

Email our customer service team at contact@smokecartel.com with your name, order number (if applicable), and specific question. We respond within 24-48 hours. You can also check product descriptions for item-specific details, browse our blog for guides and tips, or review customer experiences on product pages. We're here to help make your experience effortless.

Yes, we collaborate with talented glassblowers, artists, and cannabis culture influencers who share our vision for elevated smoking experiences. Partnerships include limited-edition collaborations, exclusive product drops, social media giveaways, and educational content. Interested in working together? Email contact@smokecartel.com with your portfolio or proposal. We're always looking for innovative creators.