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.

Our shipping team processes all orders within 3–5 business days before they are shipped. Once your order has been processed, delivery time will depend on the shipping method you choose. Standard Shipping typically takes 3–7 business days, Priority Shipping takes 2–3 business days, and Express Shipping takes 1–2 business days. Please note that these delivery times apply after processing is complete. International orders generally take 3–4 weeks for delivery.

Tracking information will be sent to you once your order has been processed, scanned, and packed. Please note that order processing typically takes 3–5 business days.

Once your order has been shipped, you’ll continue to receive periodic shipping updates until it arrives. If you entered a phone number at checkout, our system will also send text message alerts, including updates 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.

After your order has been processed (which typically takes 3–5 business days), delivery time depends on the shipping method you choose. Standard Shipping takes 3–7 business days, Priority Shipping takes 2–3 business days, and Express Shipping takes 1–2 business days. These timeframes apply after processing is complete. International orders usually take 3–4 weeks to be delivered.

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.

We accept all major credit cards. 

Mastercard, Visa, American Express, Discover Card. 

We do not accept paypal and crypto currency. 

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. Any return request must be reported within 48 hours of delivery.

We understand that sometimes a product may not meet your expectations. To initiate a return, please email our customer service team within 48 hours of delivery, along with clear photos of the item you received. This helps us verify that the item is unused and not damaged. Once approved, we will provide you with a prepaid return label to make the process as simple and cost-effective as possible.

Returns will only be accepted if processed through our customer service team. Packages sent without our authorized 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, we’re really sorry about that.

Please email us or initiate a live chat within 48 hours of delivery with details of the missing item(s), along with your order information. From there, we’ll review our order photos and videos to check for any discrepancies. If our records confirm an error on our end, we will make it right immediately and arrange a replacement shipment.

Please be sure to check all packaging materials, including bubble wrap, as smaller items can sometimes get misplaced during unwrapping.

To start a return, please contact our customer support team via email at contact@smokecartel.com within 48 hours of delivery, or reach out through the live chat widget. Be sure to include your order details, and our team will guide you through the return process and provide a return authorization if applicable.

Please note that we do not offer exchanges at this time.

For standard returns of unwanted items, a return shipping label will be provided; however, the customer is responsible for return shipping costs and any applicable RMA charges, which will be deducted from the refund or store credit.

If the return is due to a damaged, defective, or incorrect/missing item, and it is reported within 48 hours of delivery, we will provide a prepaid return shipping label at no cost to you.

We accept returns within 48 hours of delivery. Items must be unused and unopened to be eligible for a return. Please note that RMA charges will be deducted from your refund, and original shipping charges are non-refundable.

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.