1. Where are you located?

    The Golden State! All of your shipments are sent out from our small, covert facility in Sunny Orange County, California.

  2. I need Refund or a Return!

    Empire Smokes only accepts returns on Unused products or on Items damaged during Shipping. Items to be returned must be reported within 3 (three) days of delivery and All returns are applicable for a standard 12% restocking fee. 

    I. Email Info@EmpireSmokes with your claim. From there, our customer support service will work with you to process your return. Empire Smokes offers pre-paid shipping return labels for all returns, however the cost of the shipping label will be deducted from your return refund. 
    II. Properly, Pack & Ship. Upon receiving your shipping label from our customer support team, simply pack up your item(s) in the packaging materials and box it came in. Secure the pre-paid shipping return label to the box, and drop it off at your local postal office. 
    III. Simply Wait. Once our team has received your return, they will process it and then issue you a refund by either a credit card refund or store credit. No cash refunds. 

    returns will have the cost of return shipping deducted from the total refund amount along with a customary 12% restocking fee.

  3. What payment methods do you accept? 

    All of them.
    Empire Smokes accepts all major credit cards including: 
    Mastercard, Visa, American Express, & Discover Card.

    No Paypal.
    Empire Smokes does not accept PayPal due to their restricted policies on Functional Glass Art,  Accessories, and Pipes.

    . We currently do not accept bitcoins or other crypto-currencies, but are working with haste to make this option available to you. 

  4. How do I update my account information? 

    Login. Trying to change your account settings? Simply log in using the appropriate credentials and refer to the settings tab. From here you may also view your backpack and inventory of power ups.

  5. How long does shipping take?

    6-10 days for warehouse processing. Orders will be fulfilled via USPS, UPS, or Fed-Ex. With an average US transit time of between 3-6 business days. You can expect your package no later than ten days after purchase.

    For International Orders, Please allow up to two weeks for delivery.

  6. How much is shipping?
    Free!  Empire Smokes is proud to offer free domestic shipping. For international customers we offer a standard $20 fee for Canada and 35.00 fee for International Priority Mail service.

    Empire Smokes ships anywhere within the continental United States including Hawaii & Alaska. Approved International Countries includes: Australia, Canada, Columbia, Costa Rica, Denmark, Egypt, France, Germany, Ireland, Italy, The Netherlands, Singapore, Thailand, Switzerland, and the United Kingdom.

  7. How do I track my shipment?

    Review your email; an automated email will alert you when your item has shipped. A shipping provider and tracking number will be enclosed along with a link to actively track your package. Furthermore, you may login into your account at: empiresmokes.com/account/login to view your order status.   

  8. Are you discrete?

    You betcha. Our billing and shipping are exceptionally low profile and distinct, Billing is vaguely listed as an ecommerce provider and all our shipments arrive in unmarked brown or USPS packaging.

  9. Do you require a signature on your packages?

    Adult signatures are required upon delivery. Our products are for persons 21 years or older and we do not ship to minors. 
  10. Freebies and Giveaway Disclaimer.

    Don't Ask! Please refrain from contacting us via email for free product or information about item giveaways. ALL item giveaways and freebies are coordinated through our social media channels such as: Instagram, Facebook, Twitter, & Pinterest.

  11. The answer to my question isn't in here, what do I do?

    Simple. Send us a message via our contact page or shoot us an email. One of our associates will get back to you by the end of the day. Cheers!