Frequently Asked Questions
FAQs
What are your customer service hours?
Our customer service representatives are standing by to assist
Monday-Friday 9am-5pm. We are closed on Saturdays & Sundays.
Can I pickup my order directly from the warehouse?
No! We do not offer a pickup service as of now.
What payments methods are available online?
We accept all major credit cards online, including VISA, MasterCard, American Express and Discover.
What is your return policy?
You may return most new, unopened items within 30 days of delivery. We'll also pay the return shipping costs if the return is a result of our error.
I received my order and there was something wrong, what do I do now?
If there is any issue with your order, broken bottles, wrong flavors, nicotine levels, etc. please take a picture immediately and email them to customer service. We will fix any issues right away.
Is shipping included in the item price?
No, shipping charges are not included in item prices. Shipping is calculated during checkout. In state (Florida) $15 flat rate. Out of State $20 flat rate.
Can I place an order over the phone?
Yes! Please call (727) 223-5265. Our representatives are happy to assist with any questions you may have.
Where is my tracking number?
Once your order is prepared for shipment you will receive a shipping confirmation email notifying you that your order has shipped. This email will also contain your tracking number.
I received an email from customer service asking me to verify that I placed the order. Why is this?
Due to the high volume of fraudulent orders, we have started asking customers who's orders have been flagged by our risk finder application to verify they aren't using a stolen credit card to complete the purchase. We are doing this to help protect our customers from possible fraudulent activities. We are also no longer allowing orders that are placed through a web proxy to be fulfilled without verification. If you have any questions or concerns regarding fraud or web proxy's, please email customer service at support@smokegemwholesale.com
Help! I made a mistake on my order!
Unfortunately, we cannot make changes to an order after the credit card has been charged. Please make sure to double check your order before completing the purchase, otherwise we will have to cancel and refund your order so you can re-do your purchase with the correct items you would like.
My order status says, "Unfulfilled". What does this mean?
Unfulfilled means that we haven't shipped your order yet. This does not reflect payment status or inventory. Once your order has shipped the order status will show as fulfilled.