Help Desk
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Smokefair LLC
Produly serving You from
2290 Boonville rd suite 800
Bryan, TX 77808
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Email us
Get in touch with us via Email and expect quick replies from our team.
E-Mail us : support@smokefair.com
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Call Us or Text Us
Need to actually reach someone and get all the answers! Feel free to Ring us or Text us!
Phone: 737-366-1232
Call or Text!
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Self Help
Save Time! Browse our FAQ section below for information on frequently asked inquiries.
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Charges on your Statement!
Charges will appear as "Smokefair.com" on your Statement
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Returns
Hassel free 30 days returns!
Items must be in unused condition.
Got Questions? We have the Answers!
Billing
Can you cancel my order?
In case you decide to cancel your order within the initial 48 hours after it has been placed and it hasn't been shipped yet, you have the option to do so. Otherwise, if the order has already been shipped, you can simply refuse the package and it will be returned to us. In that case, we will handle it as a returned order. If this is your plan, please inform us so that we can expedite the return process once the package is back in our possession.
What will appear on my billing statement?
On your statement, you will find the description 'Smoke Fair'. Unfortunately, we cannot modify this and apologize for any inconvenience it could potentially create.
Why Order Email does not include a tracking number?
Your confirmation email is intended to inform you that your payment has been successfully processed and your order has been received by our system. It also serves as a verification of the items you have selected, including their respective colors and sizes.
Upon receiving your order, our fulfillment team will promptly send you a separate email. This email will include information about your order, tracking and will be sent after the team has labeled the box.
My Order didn't go through but i got Charge on my Card
In the event that your order did not complete successfully, rest assured that your card will not have been charged by our system. Nevertheless, you might observe an authorization or hold on your account. Usually, these authorizations or holds will resolve themselves within 1-3 business days without being posted to your account, remaining in a 'pending' state until cleared. If you experience any complications, please don't hesitate to contact our support team and we'll be more than happy to help.
My order was placed but It was canceled?
In order to provide you with the utmost level of service, we utilize an advanced fraud detection system to protect against potentially fraudulent orders. Occasionally, valid orders may be erroneously deemed fraudulent and consequently cancelled by our system. This typically happens when there is a discrepancy between the billing address provided and the one on file with your bank. Moreover, if you attempt to place an order from a location that is significantly far away from the designated shipping address, a similar situation may unfold.
If you have confirmed your billing address but are still experiencing difficulties with your order, please reach out to our support team for troubleshooting assistance.
Does your system store any payment or banking information?
Once you place an order with us, your payment or banking information is securely encrypted according to the Payment Card Industry Data Security Standard (PCI-DSS). This encryption ensures that your information is kept safe and protected. After the transaction is completed, your information is permanently deleted from our systems. We prioritize your security and do not store any payment or banking information, so there is nothing to delete if requested.
For more information, please see our site's Privacy Policy.
What Is a web proxy?
Received an email notification from us about your canceled order due to proxy usage, but unsure what a proxy is?
While we can provide an in-depth explanation of a web proxy, your primary concern is likely how it affects you.
Did you make your purchase from a university, workplace, or public establishment like Starbucks? Many of these locations use proxies on their servers to monitor user activity. Our system diligently verifies each order's identity and validity, but it can be challenging to do so when proxies are involved.
Don't Stress! rest assured that you can still proceed with your order. We recommend waiting until you are within the comfort of your own home and connected to your home network to place your order. This will provide you with a secure and efficient experience.
Returns
Can you cancel my order?
In case you decide to cancel your order within the initial 48 hours after it has been placed and it hasn't been shipped yet, you have the option to do so. Otherwise, if the order has already been shipped, you can simply refuse the package and it will be returned to us. In that case, we will handle it as a returned order. If this is your plan, please inform us so that we can expedite the return process once the package is back in our possession.
Return Requests and Return Policy
Notify us of any broken or defective products within 48 hours of their arrival. Please refrain from returning these items. Instead, reach out to our customer service team as soon as possible, and we will gladly assist you.
Unused item(s) can be returned within 30 days of placing the order. However, please note that if the product has been used, even once, we will not be able to accept the return.
If you need to return an item because of an incorrect size or gender, simply sign in to your account and visit our Return Portal.
If you need to return an item because it is the wrong size or gender, please email a photo of the unused item or unopened box to contact@smokefair.com. Once we receive the photo, we will promptly send you a free return label and the correct item(s). Please note that we can only accept returns within one month of the package delivery date.
Unfortunately, our current shipping solution cannot generate pre-paid shipping return labels for international customers.
All International Purchases are FINAL and non-refundable.
If an item is found to have been used during inspection, it will be immediately disposed of. Replacement or refund will not be possible for the used item, and we will also take necessary measures to prevent any future orders from the customer's account.
Why Order Email does not include a tracking number?
Your confirmation email is intended to inform you that your payment has been successfully processed and your order has been received by our system. It also serves as a verification of the items you have selected, including their respective colors and sizes.
Upon receiving your order, our fulfillment team will promptly send you a separate email. This email will include information about your order, tracking and will be sent after the team has labeled the box.
My Order didn't go through but i got Charge on my Card
In the event that your order did not complete successfully, rest assured that your card will not have been charged by our system. Nevertheless, you might observe an authorization or hold on your account. Usually, these authorizations or holds will resolve themselves within 1-3 business days without being posted to your account, remaining in a 'pending' state until cleared. If you experience any complications, please don't hesitate to contact our support team and we'll be more than happy to help.
Item I received was not what I wanted, Can i still return it?
Returns are accepted for all unused products and electronics in their original, unopened packaging. Please note that if a product has been used, even once, we will not be able to accept a return. This policy applies without exceptions.
To initiate a return, please notify us within seven days of receiving your order. Additionally, kindly provide us with a photograph of the unused item or the unopened box in order for us to generate a pre-paid return label.
Unfortunately, due to our current shipping solution, we are unable to create pre-paid shipping return labels for our international customers. Please note : All international purchases are final.
For Orders within United States, Please follow the steps below to complete your return.
- Snap a photo of your unused item and upload it to our customer service form. In case you encounter any issues with the photo upload, you may alternatively email it to us at contact@smokefair.com. Please include a brief explanation for the return for us to further enhance our products.
- Following that, a pre-paid label will be sent to you by our support team. Upon receiving the shipping label from our customer support team, please package your item(s) in the materials and box they were initially packaged in. Make sure to affix the pre-paid shipping return label securely onto the box, and then drop it off at the closest postal office. We take care of all shipping expenses for our valued customers!
- Once your return has been received by our team, you have two options. We can provide you with an even exchange for a different product, or if you prefer, we can reinstate the full amount as store credit for you to use as you wish.
Special requests are required to arrange credit card refunds. Refunds can only be processed to the original card used for the purchase.
Simply provide us with a photo and return the item. From there, we'll handle everything, ensuring your credit or product exchange is processed smoothly.
Smoke Fair Policies
How are items Packages shipped?
We prioritize customer privacy and discretion at SmokeFair. All shipments are carefully packaged in plain cardboard boxes, completely concealing the nature of the contents, which include glass pipes and smokeware. Our shipping labels do not mention SmokeFair, and we take extensive measures to ensure that our packages remain discreet.
We ship our packages in standard shipping boxes, either a plain brown box or a USPS priority mail box. There are no visible labels or markings on the outside of the package indicating the brand or have words "SmokeFair".
Regrettably, your credit card statement will show the name "SmokeFair". This cannot be altered, and we apologize beforehand for any inconvenience it may generate.
Our shipping staff typically takes 1-3 business days to package your order. After that, the shipping speeds vary depending on your location. To get an estimate of how long shipping will take to your area, check the estimated package arrival tracker located at the bottom of any product page.
Please be aware that the speed at which your package is delivered by the postal carrier and the time it takes for our staff to process and ship your order are two separate factors. Shipping speed refers to how quickly the carrier transports your package across the country. Processing time, on the other hand, represents the duration it takes for our shipping and warehousing team to handle all orders for the day, conduct quality checks on every item, package them securely, and hand them over to the postal carrier.
Return Requests and Return Policy
Notify us of any broken or defective products within 48 hours of their arrival. Please refrain from returning these items. Instead, reach out to our customer service team as soon as possible, and we will gladly assist you.
Unused item(s) can be returned within 30 days of placing the order. However, please note that if the product has been used, even once, we will not be able to accept the return.
If you need to return an item because of an incorrect size or gender, simply sign in to your account and visit our Return Portal.
If you need to return an item because it is the wrong size or gender, please email a photo of the unused item or unopened box to contact@smokefair.com. Once we receive the photo, we will promptly send you a free return label and the correct item(s). Please note that we can only accept returns within one month of the package delivery date.
Unfortunately, our current shipping solution cannot generate pre-paid shipping return labels for international customers.
All International Purchases are FINAL and non-refundable.
If an item is found to have been used during inspection, it will be immediately disposed of. Replacement or refund will not be possible for the used item, and we will also take necessary measures to prevent any future orders from the customer's account.
My Order arrived but its broken/defective, what can I do?
Notify us of any broken or defective items within 48 hours of receiving your shipment.
If you need assistance, don't hesitate to email our support team at contact@smokefair.com. We are here to help you.
In the event that you have purchased Route Shipping Insurance with your order, kindly proceed to this link to initiate a claim pertaining to an order that has been damaged during transit.
If the glass you received is broken, kindly provide clear images of the break through email for our verification and to facilitate the replacement process.
For items that you suspect might be defective, our team will initially attempt to troubleshoot the issue with you or alternatively, we may direct you to the original manufacturer for further assistance.
Tracking number provided is not showing up on UPS/Fedex or USPS
Received the tracking number in an email along with a tracking link. However, upon clicking on the link, the system indicates that the tracking number is not found. What is going on?
Once your order is fully packaged, our shippers generate and assign a shipping label to you. At the exact moment, our system sends you an email confirming the tracking number. The tracking number will only be valid once our shippers hand over the package to the postal carrier, who then scans it into their system. This typically occurs at around 6pm EST every day, but you may receive the tracking email a few hours earlier! Check back in a few hours (within 12 hours of receiving the tracking confirmation email) to see your tracking information.
If more than 48 hours have passed since you received your tracking e-mail and your tracking link is still invalid, kindly send our team an e-mail.
What benefits do I get if i Signup for a SmokeFair Acocunt?
Membership in Smoke Fair's Digital Family grants you exclusive access to offers and discounts.
We frequently offer flash Sales, Limited-time Discounts, significant markdowns on clearance items, and our Exclusive Benefits members receive early access to these Alerts!
Access exclusive discount offers delivered straight to your Inbox, saving you time and effort from searching for coupon codes online.
I received an Out-Of-Stock Alert for order.
Ah No! We are sorry! We understand the inconvenience caused and apologize for the error. Although rare, mistakes can happen as we are human.
If the item you desire is no longer available after purchase, we offer the option to exchange it for a product of equal or greater value, up to $10 more. Alternatively, we can provide you with store credit for future purchases, allowing you to choose any item you wish.
In the absence of any communication within 3 business days, an electronic gift card will be issued to you for the full value of your order, along with an additional $10. This will allow you to conveniently create a new order whenever you prefer.
Can an Item be Held for me?
Regrettably, we are unable to Hold or reserve products.
If an item becomes unavailable, we prioritize a first-come-first-serve approach to ensure fairness for all customers. However, we offer the option to receive email notifications when the item is back in stock, allowing you to stay updated on its availability.
Do you store my Payment Info?
Once you place an order with us, your payment or banking information is securely encrypted according to the Payment Card Industry Data Security Standard (PCI-DSS). This encryption ensures that your information is kept safe and protected. After the transaction is completed, your information is permanently deleted from our systems. We prioritize your security and do not store any payment or banking information, so there is nothing to delete if requested.
For more information, please see our site's Privacy Policy.
How do i Contact your Team?
The Best way to get in touch with us is via Email ( please include your order number in the subject).
If you need faster reply, you can call us or Text us at 1-888-555-Smok.
Email us @ hello@smokefair.com
We make every effort to address customer inquiries promptly, prioritizing requests based on their reception order.
Order Tracking
Why is my Package taking long?
Oh hey! It seems that you found your way here because our shipping speed didn't quite hit the sweet spot for you. We're really sorry if this caused any trouble.
Typically, it takes our shippers about 1-3 business days to process your order, ensuring that your package is wrapped up, quality checked, and ready for shipment.
If there are occasional events (such as holidays, postal holidays, or sale periods), there may be a temporary increase in our processing time, lasting 2-4 business days. If it has been more than 3 business days (excluding Saturday, Sunday, and national holidays - mail does not ship on these days) and you have not received a tracking number, please contact us immediately via phone or email so that we can provide you with better service. Our shipping service is something we take pride in, and we will resolve any issues promptly.
The shipping speed is determined by your location and the chosen shipping method. Generally, it takes just a few days for delivery within the United States. Once the package is handed to the shipping carrier, we cannot expedite the shipping time. If you have a specific delivery date in mind, please let us know in your order notes or contact us directly and we will try our best to accommodate your request.
Please be aware that the speed at which your package is delivered by the postal carrier and the time it takes for us to process your order are two separate aspects. The shipping speed refers to how quickly the carrier delivers your package across the country, while the processing time is the amount of time our staff takes to process your order, conduct quality checks on the items, carefully and securely package them, and hand them over to the postal carrier.
How do i track my Package?
Once your package has completed processing, the shipping service will collect it. A tracking number will be sent to the email address you provided during checkout, allowing you to conveniently track your package.
Please note that it might take up to 24 hours for the tracking link to become active once you receive the tracking number.
Check out our groovy order tracker tool right here, it'll let you know exactly where your shipment is!
My Package shows delivered but I don't have it!
If you have opted for Route Shipping Insurance and need to file a claim, please use the provided link to initiate the process.
In case the tracking information indicates that your package has been delivered but you are unable to locate it, please adhere to the following steps.
- Verify the shipping address.
- Search for an attempted delivery notice near your door, mailbox, or usual delivery spot.
- Conduct a thorough visual examination of the vicinity to locate your package.
- Check with any possible recipients who may have accepted the delivery, such as neighbors or roommates.
- Packages may be delivered by various carriers. Please check your mailbox or any other location where you typically receive mail.
- Give it 36 hours - occasionally packages might indicate delivery up to 36 hours before actually arriving.
If it has been more than 36 hours since you received the package delivery notice, please contact us. The postal carrier should be able to locate your package, but our support team will be available to assist you regardless.
Tracking number provided is not showing up on UPS/Fedex or USPS
Received the tracking number in an email along with a tracking link. However, upon clicking on the link, the system indicates that the tracking number is not found. What is going on?
Once your order is fully packaged, our shippers generate and assign a shipping label to you. At the exact moment, our system sends you an email confirming the tracking number. The tracking number will only be valid once our shippers hand over the package to the postal carrier, who then scans it into their system. This typically occurs at around 6pm EST every day, but you may receive the tracking email a few hours earlier! Check back in a few hours (within 12 hours of receiving the tracking confirmation email) to see your tracking information.
If more than 48 hours have passed since you received your tracking e-mail and your tracking link is still invalid, kindly send our team an e-mail.
Can I update my shipping address?
To update the shipping address, please reach out to us as soon as possible if the order has not yet been shipped. Only the original person who placed the order (the cardholder) is able to make this update. You can contact us by phone, live chat, or email (using the email associated with your order) and provide us with the order name and the correct shipping address you would like to use. Note that if you need to change shipping states or countries, additional information may be necessary to verify your identity as the cardholder.
Order Confirmation email doesn't have the Tracking Number!
To ensure your order is processed correctly, we will send you a confirmation email. This email will validate that your payment was successful and that our system has received your order. Additionally, it will provide a detailed summary of the items you have chosen, including their respective colors and genders. Should you have any inquiries about your order, please reference the unique number provided in the confirmation email when contacting our team.
Once our fulfillment team receives your shipment, they will promptly send you a separate email confirming its arrival and labeling the box.
Why my package hasn't shipped?
Some of our products ship within 1-3 business days, but during peak times like sales, holidays, or high volume periods, it may take slightly longer. In case of any issues with your order, our team will contact you using the email address provided during checkout. This can include situations like items going out of stock or an incorrect shipping address.
Product Questions
My Expensive Torch is not working!
If you are experiencing issues with your torch not functioning properly, we recommend trying this commonly used troubleshooting method as a first step.
When it comes to dealing with that pesky air that likes to hang out in the tank and mess things up with a vapor lock, all you gotta do is press down on the fill pin and let out all the butane. Oh, and don't forget to keep pressing it for a little longer, about 5-10 seconds, after all the butane is gone. Gotta give that trapped air a chance to make its grand exit!
Next, give your tank a little break and let the butane settle in for 1-2 minutes. It needs some time to adjust to the room temperature. Then you'll be all set to move forward!
If you're still struggling to get it to work, think about this - most of our torches come with a manufacturer's guarantee. Check out the packaging or visit the manufacturer's website. You might be eligible for a replacement.
Send us a snapshot of your wonky product along with a few deets on its mischiefs, and we'll kickstart the warranty swap dance.
Where are your products made?
The Products sold on SmokeFair are carefully sourced from a diverse network of artists and supplier spanning across the United States and globally. Be sure to visit our artist or brand page for detailed information on the product you're interested in. We prioritize transparency, so you'll easily find the city, state, or country of origin displayed prominently.
Do you offer replacement parts for Vapes? (Coils, Atomizers Etc..
Our store offers replacement atomizers/coils specifically designed for a 510 threading connection. The majority of vape pens use the 510 threading, while ATMOS and some vape mod boxes have unique threading. Feel free to reach out to our team if you need help determining if your product falls into this category.
Contact us via Mail
Need to reach us via Mail?
please send all written inquiries to
SmokeFair
2290 Boonville rd Suite 800
Bryan TX, 77808