All sales are final. No exchanges unless items are deemed defective by the STIIIZY Smoke Shop Support Team.

To qualify for an exchange of a defective item, it must be returned within 7 days in its original packaging. If the product is confirmed to be defective, we will replace it with the same item. Please note that we cannot honor exchanges for products that are not in their original packaging.

We regret to inform you that we do not accept returns.

• I have a question about my order, who do I contact?

All inquiries submitted to support@stiiizysmokeshop.com will be responded to within 72 business hours.

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• Do you ship out of state?

Our tobacco products can be shipped anywhere in the country.

We do not ship flavored tobacco products to the following states:

California

Please refer to our shipping policy.

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• When will my order be shipped out?

Please allow 3-5 business days from the date of purchase for order processing (weekends are not considered business days). Our order cut-off time is 3 PM (PST) from Monday to Friday. Please note that due to high volumes, there may be a delay in receiving your order through the postal service. We appreciate your patience during this time.

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• Can I cancel my order?

All online orders are final once placed. Please contact support@stiiizysmokeshop.com with your order number for any questions. 

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• My package was not delivered although the status says delivered. What should I do?

After processing and shipping an order through USPS, we cannot be held responsible for any lost or stolen items. We suggest following these tips to locate your package:

• Please allow 36 business hours from the delivery date for the package to arrive.
• Check the surrounding area for the package.
• Confirm if someone else accepted the delivery on your behalf.
• Look for a notice of attempted delivery.
• Contact your local USPS and provide your tracking number for further assistance.

Thank you for your understanding.

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• Why did my order not go through but it took money out of my account?

If the billing address and shipping address do not match, then the order will not process successfully.

Please allow 3-5 business days depending on your financial institution for the funds to reflect back into your account.

• Why was I charged twice for my order?

Once your order is submitted, there will be a pending charge that is held for authorization. Once your payment has been authorized, that pending charge that is being held will be refunded back to your account.

Please allow up to 3-5 business days for the pending amount to be refunded back to your account.

• Can I use a prepaid gift card for my order?

No. We require a credit or debit card with matching billing information to process you order successfully. 

• What is Guide Package Protection?

Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Guide Package protection is checked before you place your order at checkout. 

• How do I file a claim with Guide Package Protection?

If you’ve purchased package protection and need to make a claim, head here to File a Claim

• How do I buy Guide Package Protection?

Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.

• What am I covered for?

Guide Package Protection covers lost, damaged, stolen packages.

• How much does Package Protection cost?

The cost of Guide Package Protection depends on the total value of your order.

• How long before my delivery is classified as lost?

 If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.

• What happens if my parcel is stolen / if it says delivered but I haven’t received it?

File a claim as normal here and Guide will go ahead and process your claim.

• How do I get a refund for Guide Package Protection?

 If your order is in transit, we are unable to refund Guide Package protection. 

• How long do I have to file a claim?

30 – 45 days depending on the claim type. This is from the date you placed your order.