Frequently Asked Questions

Once an order is placed, it’s sent straight to our fulfillment team to ensure quick processing. This means we can’t modify or combine orders at this time. If you need additional items, feel free to place a new order—we’d love to ship more Smoko joy your way!

Once an order is placed, it’s sent straight to our fulfillment team to ensure quick processing. This means cancel orders once they are submitted.

However, you are able to refuse delivery and have the package returned to our warehouse free of charge.

To refuse your package, leave a note for the carrier or bring the unopened package to the nearest USPS location to be returned to us at no cost to you.

Once the package is on its way back, please reach out to us at help@smokonow.com with the return tracking number. Please allow 7-14 days for our team to receive and inspect the package before processing your refund.

Thanks for your support in ordering one of our new preorder items! Since these items aren’t yet available in our warehouse, they’ll ship as soon as they’re in stock. In the meantime, your in-stock items will be shipped out as usual. For updates on the preorder item’s ship date, please check the product page. We appreciate your patience!

Certain discount/promo codes have limitations such as one use per customer, expiration dates, and exclusions of select products or collections. Discounts and promotions cannot be combined.

Unfortunately, we are unable to include personalized notes with the orders. Please note the packing slips included in the package do not include prices.

Holiday sales and discount/promo codes cannot be applied to previous orders. If an item is on sale (markdown due to permanent price reduction and not due to holiday sales or discount/promo codes), then please contact us at help@smokonow.com within 14 days of the purchase date to find out if your transaction qualifies for a price adjustment

If your order was cancelled and you received a refund notification from us, it is likely due to item(s) being out of stock before your order was able to process. We sincerely apologize for the inconvenience this may have caused.

The charge on your card was likely a temporary authorization that should fall off in 5-7 business days. Please contact help@smokonow.com if the duplicate charge gets posted to your account.

If your order includes pre-order items, you will most likely receive multiple shipments. If you do not have any pre-order items, please email help@smokonow.com with your order number and missing item name or product number for assistance.

Please contact help@smokonow.com with your order number and we will help you resolve this issue.

Nope! All customs, taxes, and duties are included in your shipping charge. No surprise fees here—just happy unboxing!

If the merchant is not part of our list of Authorized Retailers, most likely they are counterfeit, knock-off items. All of our Smoko products are designed in-house and we own the trademark rights. Products that look similar (or identical) to ours are subject to legal action. Please contact us if you see any suspicious stores.

Please contact the retailer that you purchased the item from to request a refund or replacement. If a resolution cannot be reached with the retailer, please contact help@smokonow.com and we will see what we can do for you.

We offer free shipping over $50 in the contiguous US (excluding AK, HI, PR and US territories overseas). Flat rate shipping for orders under $50 is $6.95 within the contiguous US excluding AK, HI, PR and US territories overseas.

Free shipping applies to the order total after discount/promotional codes, before taxes. Gift Cards do not count toward the free shipping total.

We wish we could, but each order can only ship to one address. If you want to send Smoko joy to multiple locations, you’ll need to place a separate order for each address.

We do not ship to PO boxes at this time. Please provide a valid residential or commercial/business address at checkout.

Yes! Most of our products can be shipped to U.S. Military APO/FPO addresses. Exceptions include large or oversized items like Giant/Jumbo Plush and Lamps. Other exceptions are noted on the product page.

Here’s how to fill out your address:

• City: Enter “APO” or “FPO”
• State: Choose “AA,” “AE,” or “AP”
• Country: Select “United States”

Yes, you’re welcome to use your own freight forwarder but we do not recommend doing so. However, please keep in mind that by doing so, any limited warranty for the order will no longer apply. Additionally, Smoko Inc. will not be held responsible for any damage or missing items once the package leaves our facility.

Processing Time is the time it takes our fulfillment center to pack your order before handing it to the mail carrier.

Shipping/Transit Time is the time it takes the carrier (USPS, FedEx, UPS, etc) to get your package from our fulfillment center to your shipping address.

The Total Lead Time for your order will be: Processing Time (3-5 business days) + Transit Time (ie. 3-10 business days for Standard, 2 Days or less for select Expedited Services, etc).

We do our best to process orders within 3-5 business days (or 3-10 during the holiday season), excluding shipping time. While we can’t guarantee delivery by a specific date, choosing an expedited shipping service like 2-day, or Next Day / Overnight can help ensure timely arrival. However, please keep in mind that expedited services do not include weekends or federal holidays.

Due to heavy order volume during the holiday season, please allow up to 3-10 business days for your order to process. We appreciate your patience and are here if you need any help!

Absolutely! As soon as we ship your order, we’ll email you a shipping confirmation with your tracking info. You can also track your order on your account page. Heads up: it might take up to 24 hours for the tracking to update.

We process orders quickly to get them out the door ASAP. Unfortunately, this means we’re unable to change the shipping address once your order is placed. We recommend contacting the carrier directly to assist with this issue. Double-check your address thoroughly before completing your order to avoid any hiccups!

If your order is shipped to the wrong address and needs to be reshipped, a $6.95 reshipment fee will apply.

If your order has already shipped, we can’t change the address and recommend reaching out to the carrier to request an address change. To avoid this, please double-check your shipping details before placing your order. If the package is returned to us due to an incorrect address, we can resend it for a $6.95 reshipment fee.

Once your package is picked up by the shipping carrier, you can track it directly on the carrier’s website. Unfortunately, we don’t have control over delivery schedules once it’s in their hands. Keep an eye on that tracking link for updates!

Sometimes carriers scan packages as “delivered” a little early—don’t panic! Please allow up to 7 business days from the delivery scan for your package to arrive. If it still hasn’t shown up after that, contact us at help@smokonow.com, and we’ll help sort things out.

If your package has returned to our warehouse due to an incorrect address or it was left unclaimed, there will be a $6.95 reshipment fee. Once the reshipment fee has been paid, we will re-ship the order to the correct address.