At Empire Smokes, we want you to be satisfied with your purchase. If something is not right, we are here to help within the guidelines below.

 

Return Windows

There are two types of returns, each with its own time frame.

Normal Returns

Eligible for return within 15 days of delivery.
Covers unused products only.

Manufacturing Defects and Shipping Damage

Must be reported within 3 days of delivery.
Covers functional defects and items that arrive damaged.

 

Normal Return Eligibility

Empire Smokes accepts returns only on unused, unaltered, and repackable products.

To qualify:
• The product must be unused and in original condition
• Prepackaged items such as electronics, vapes, and e-cigarettes must be unopened and sealed

All approved returns are subject to a 12 percent restocking fee. The original shipping costs as well as the return shipping costs will be deducted from the refund amount.

If our quality assurance team determines an item has been used, contains residue, odor, moisture, or is not in resalable condition, the refund will be void and the item will be discarded for safety reasons.

 

Manufacturing Defects and Shipping Damage 

A Manufacturing Defect refers only to issues that affect the fit or functional performance of the product. These claims must be submitted within 3 days of delivery.

Examples include:
• Cracks present before use that compromise structural integrity
• Airflow blockages that cannot be cleared
• Misaligned or improperly sized joints or fittings
• Components or mechanisms that do not function as intended

Not Considered Manufacturing Defects

Cosmetic characteristics are not considered defects. Examples include:
• Minor air bubbles in glass
• Slight color variations
• Natural pattern or shape variations
• Tool marks from the glassblowing process
• Small surface scuffs that do not affect use

Items Damaged in Transit

Shipping damage claims must be submitted within 3 days of delivery.

Please include photos of:
• The damaged item
• Internal packaging materials
• The shipping box

For approved Manufacturing Defect claims or shipping damage claims, Empire Smokes will handle the replacement or return process free of charge.

 

Non Returnable Items

The following cannot be returned:
• Used or partially used items
• Promotional gifts or gifts with purchase
• Mystery boxes
• Clearance, limited edition, or final sale items
• Items returned without original packaging

 

Lost, Missing, or Stolen Packages

Empire Smokes is not responsible for packages marked as delivered by the carrier. If the tracking shows 'Delivered' or any equivalent status, the shipment is considered complete. Customers must contact the carrier to file a claim for missing or stolen packages.

 

Incorrect or Undeliverable Addresses

Customers are responsible for entering accurate shipping information. If a package is returned to us due to an incorrect or undeliverable address:
• Reshipment fees will apply
• Refunds, when applicable, will be processed minus shipping and restocking fees

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How to Start a Return

I. Submit Your Request

Email info@empiresmokes.com with:
• Your name
• Order number
• Reason for return
• Photos if the item is damaged or defective

Our support team will review your request and provide a prepaid return label. The cost of the label will be deducted from your refund.

II. Pack and Ship

Use the original packaging and shipping box whenever possible.
Items damaged during the return shipment due to improper packaging will not be eligible for a refund.

Attach the prepaid label and drop the package off with your local postal carrier.

III. Refund Processing

Once your return is received and inspected:
• Refunds are issued to your original payment method or as store credit
• No cash refunds
• Please allow 3 to 7 business days for processing depending on your bank

All returns not related to shipping damage or manufacturing defects will have the original shipping cost, the cost of the return label, and a standard 12 percent restocking fee deducted from the refund.