Have a question? Take a look at our list of Frequently Asked Questions. You may find the answer you’re looking for right here.
AutoShip
What is AutoShip?
AutoShip is a convenient way for you to have SmartSmoker regularly ship a standing order to you at a frequency of your choice. AutoShip may be set-up by phone or through the website. Your credit card or Electronic Funds Transfer will be charged each time your requested order is shipped to you.
How do I update my AutoShip?
Your AutoShip can be changed or updated most conveniently by calling our Customer Care Center (1-866-312-5388: Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST ) and having one of our friendly customer care associates change your order/quantity, shipment date or payment method. To change your payment method, you must call at least 5 days before your next scheduled order.
Cigarettes
Are your cigarettes fresh?
SmartSmoker receives new shipments from manufacturers everyday to replenish our fast moving stock, ensuring you receive the freshest cigarettes possible
Can I resell these cigarettes?
No, you cannot resell any cigarettes or other tobacco products that are purchased from SmartSmoker. It is a violation of law to resell cigarettes without the proper government authority.
What if I want to buy wholesale?
SmartSmoker is strictly a retail seller.
General
When are you open?
Our call center is open Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST to take your orders by phone. However, you may place your order on SmartSmoker.com at anytime.
Where is SmartSmoker located?
SmartSmoker is located on Sovereign Seneca Indian Territory in Salamanca, NY south of Buffalo, NY.
Are there locations closer to me?
Currently, we are only a Mail Order/Web based retailer and have only one location.
What holidays are you closed?
Our offices and shipping departments are closed on the following holidays: New Year's Day, Easter, Thanksgiving and Christmas.
Guarantee
What is your guarantee?
SmartSmoker offers you a hassle free 30-day money-back-guarantee. If, for any reason, you are not satisfied with your SmartSmoker purchase, you can send your order back to SmartSmoker for a full product refund or exchange, no questions asked.
Ordering
How old do you need to be to order from you?
SmartSmoker requires that you are 21 years of age or older to order.
How can I place an order?
SmartSmoker makes it convenient for you to order anyway that you feel comfortable.
- On-line through this website (SmartSmoker.com)
- Our friendly Customer Care Center (1-866-312-5388), available Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST
- E-mail (customerservice@smartsmoker.com)
- FAX (1-866-897-5890)
- US Mail To:
SmartSmoker
P.O. Box 110
Salamanca, NY 14779-9906
What credit cards do you accept?
SmartSmoker cannot accept credit cards at this time.
What if I have questions about my order or account?
Our call center is open Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST. Just select Option 3 from the main menu and you will be connected to a friendly customer care associate that can help you.
How many cartons can I order at once?
You may order as many cartons for your personal consumption (up to 10 per 24hrs, 25 per 30 day period) as you would like.
What are the contact center hours?
Currently, our call center is open Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST to take your orders by phone. However, you may place your order on SmartSmoker.com at anytime. Orders received after 10 PM will be processed the next business day.
Where can I get order forms?
You may request order forms by calling our Customer Care Center (1-866-312-5388) Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST. We'll be happy to send a supply to you and to any friends you would like to refer.
How many people are taking calls at SmartSmoker?
Our call center is constantly expanding to accommodate our customers. Currently, we have over 50 SmartSmoker Customer Care Associates to take your call.
Delivery
When can I expect to receive my order?
Orders are typically processed and shipped within 3 days and allow up to 5 days for delivery from the USPS. First-time orders are subject to a 5 day hold to ensure proper age and address verification.
Returns and Refunds
How do I return products?
You can call our friendly customer care center (1-866-312-5388) (Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST) to get information on how to return your products. Please allow 4 to 5 business days for receipt and processing of your return.
What are acceptable returns?
Only orders with one pack per carton used (or less) may be returned.
Shipping
What are your shipping rates?
Shipping rates are as follows:
| Zone |
States |
Standard Rates |
Additional Charges |
Base
Charge |
Additional
per Unit |
Signature
Required |
Overnight |
| 1 |
NY |
$7.49
1 to 2 units |
$1.75 |
$1.50
per order |
$25.00
per order |
|
|
Important Note:
First time orders will incur an additional charge of $1.50 as all initial orders are shipped United States Postal Service Restricted Delivery, Signature Required. This is to ensure proper age verification by requiring a signature from the purchaser.
How are your packages delivered?
All orders are shipped via the United States Postal Service from our warehouses to all parts of the United States.
Can I have these shipped to my business/alternate address?
If you wish to have your order shipped to an address other than your verified billing address, you will need to do the following:
1. Call the customer service number on the back of your credit card and have the address added as an alternate billing address.
2. After registering the secondary address with your credit card company, please call our customer service number at 1-866-312-5388 so that one of our associates can add your alternate shipping address to your account.
While we understand this can be an inconvenience, currently this is our best means of protecting you from unauthorized use of your card.
What if the package is damaged in transit?
If your package should become damaged in transit on its way to you, you can return the package to SmartSmoker in the condition that it arrived to you. If your entire package is damaged you may refuse the package and it will be returned to SmartSmoker. Any returns or refusals should be given a minimum of 5 business days for delivery and processing.
Do you send international orders?
Currently, we ship only within the United States and United States Territories. SmartSmoker does not ship internationally or to APO addresses.
Website
How do you verify a person's age?
SmartSmoker is committed to keeping cigarettes and other tobacco products from being acquired by minors and young adults in compliance with state and federal regulations. We use IDology, which compares many different pieces of customer information to the information that is given by SmartSmoker customers.
Is your website secure?
YES. We use secure technology, privacy protection controls and restrictions on employee access in order to safeguard your personal information.
How do I change my address or billing information?
There are four easy ways for you to correct or change your personal contact and billing information:
- Web users may change their information on-line. Shipping addresses may only be changed to a verififed billing address, so be sure to make changes to your billing address first.
- Call our friendly customer service representatives at 1-866-312-5388 (Monday through Friday from 8 AM to 10 PM and weekends 9 AM to 5 PM EST).
- Contact us via email (customerservice@smartsmoker.com).
- Fax us at 1-866-897-5890.
Is my privacy protected?
At SmartSmoker, we respect your privacy and know how important it is to you to maintain that privacy. SmartSmoker.com is committed to protecting your personal privacy. We safeguard your privacy and treat your personal information with care. We respect your right to make the choices where your personal information is concerned. We do not use any information about where you personally go on the SmartSmoker.com site or the Web and do not give it out to others.
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