Delivery and Cancelations
DUE TO INCONVINIENCES DURING THIS PANDEMIC PERIOD – KEEP IN DELIVERIES ARE SUBJECT TO DELAY
Like many retailers, we’re currently experiencing an unprecedented high demand and a staff shortage due to the COVID-19 crisis. Due to this, there may be a delay in processing your order, As well as the mail delivery service we use may be disrupted. And we may take longer to answer email enquiries. Please be patient for Delivery delays we are doing our possible best to deliver your items through the fastest and safest means we can.
Please do not phone or send unnecessary emails querying. When your order will arrive, As this only increases our workload. You’ll receive an email when your order has been dispatched and an email from our sales department in relation to your order delivery date. Delivery and Cancelations.
Please note that Mail Tracked 24 and Tracked 48 are not guaranteed timescales. They are an aim so deliveries may take longer. And that on 31st March 2020 Mail changed their Special Delivery to guaranteed by 9pm the next working day. After des-patch due to the current crisis.
Thanks for your patience and understanding.
The average delivery time to the USA and Europe 2 – 3 days. And to other countries the average delivery time is 5 – 7days. In some rare occurrences your packages may be delayed in the process of shipping. Please let us know so we can attempt to track your packages.
If your item sent by Special Delivery is delivered after 1pm the next working day. You’re entitled to a refund of the shipping charge on your order.
No compensation is offered for any other losses or expenses as a result of the delayed delivery.
If you no longer want the parcel as it’s been delivered late you’re welcome to reject the parcel or return it to us and Smoke Mama will cover your return postage costs.
Although Special Delivery is a next day delivery service. Our Mail delivery don’t consider a parcel as lost until 10 working days from the des-patch date.
This is to allow time for the parcel to be returned to Smoke Mama if no-one’s in to receive the parcel. And sign for it and no-one collects it from the sorting office.
We’re unable to offer to refund or resend any orders until 10 working days have passed or the parcel has been returned to ourselves.
If a parcel’s been signed for and it’s showing as delivered to the specified address on Royal Mail’s online tracking system. As well as Smoke Mama will deem the parcel as delivered and Smoke Mama responsibility ends there. If you dispute the delivery to your address, you must take this up with Royal Mail.
Delivery and Cancelations Please note:
When ordering via our website. We’re unable to offer a range of delivery options and postage. And packing rates and are only able to offer the fixed rates as stated above.
Please bear this in mind if your order only contains one product or a small quantity of products which are small in size and value. For example rolling papers or roller blinds for cigarette rolling machines. As our minimum postage and packing rate may be higher than the value of the order. In these instances, please only place an order if you’re happy to pay the fixed rate.
Delivery and Cancelations, Cancellations Process
If a customer wants to cancel his order, he can do that by informing our customer support agents about his wish by telephone or via e-mail within 24 hours after the order was placed. In this case we kindly ask to specify your name and order #. If you do not remember the order #, please provide us with your name and approximate date of order submission. The order will be immediately canceled as per your request.