At Natural Smoke, we understand that shipping is an important part of your buying experience. We are presently open and shipping from two of our warehouses located around the country. However, due to the "Shelter in Place" Orders in some states, delays may occur as one or more of our shipping warehouses may be closed. The remaining shipping warehouses are experiencing delays due to minimal staffing limits.
We care deeply about the safety and health of our employees. We have implemented safety measures in all our open facilities to ensure the safety and protection of our employees. These measures include social distancing and frequent sanitization of all areas and high-touch surfaces. To allow for fewer people in the center at once, we have begun staggering the shifts of our distribution center associates, while still working to get your order shipped to you.
We are committed to keeping you informed and want you to be aware that minor shipping delays (a few days or more) may occur as we continue to adapt to evolving circumstances. Your shipping confirmation will provide your estimated delivery time. We apologize for any inconvenience.
For our international customers, US Postal Service is our shipping method for Canada and other international orders. Shipping and handling charges are determined by the dollar amount of your order. All orders placed after 12:00 PM Noon EST are shipped out the next business day. The day that a package is shipped is not calculated into any of the shipping times. Please note that due to limited staffing, standard shipping may take up to 10-14 days.
At Natural Smoke, we stand behind everything we sell and offer a 100% satisfaction guarantee. If you are not satisfied with your online purchase, you can return any item for any reason during the first 30 days of ownership. Our customer service representatives will work with you to find the best solution for your situation, whether it be replacing the original item or providing a refund. Refunds are provided as a store credit or credit card refund, less a 20% processing fee.
To use our guarantee program, please click here to contact customer service. All product returns require a Return Merchandise Authorization (RMA) number. Customer service representatives will provide shipping instructions. Please do not repackage the order and return it to the "shipped from" address. Your refund will be processed as soon as your items are received.
Lastly, please take care when providing your shipping information. Orders returned to us as undeliverable will result in a 20% processing fee and no shipping refund will be issued. If you decide to have the product re-delivered to a different address (US addresses only), an additional shipping/handling fee of $10 will apply for US shipping addresses.