Refund policy
Returns and exchanges
All returns and exchanges go through our returns portal: start a return or exchange here.
Our return policy lasts 30 days from delivery. To be eligible, items must be unused, in the same condition you received them, and in the original packaging. We can offer partial returns on bundles when the returned items are unused and in original condition.
Holiday returns: Orders placed from November 1 can be returned through January 31, under the same conditions.
If 30 days have passed and you're unhappy with your product for any reason, email us at hello@smokeshowmixology.com and we'll see what we can do to make it right.
Missing, damaged or incorrect items
Please inspect your order when it arrives. Report any missing, damaged or incorrect item within 14 days of delivery by emailing hello@smokeshowmixology.com with photos of:
- the items you received,
- the shipping box, and
- the packing slip.
(A missing measuring spoon doesn't need photos.)
If an item arrives damaged in transit (for example, a leaking bottle), we'll replace that item. Items that arrive messy but intact don't qualify for replacement.
Problems reported after 14 days are handled case by case.
Lost or stolen packages
If tracking shows delivered but you don't have your package, please wait 2 days (carriers sometimes mark packages delivered early), check with neighbors and around your property, and confirm the shipping address on your order. Then contact us.
Orders with package protection purchased at checkout can be claimed for a replacement or refund. Without package protection, we can't guarantee a refund for packages marked delivered and later lost or stolen, but we'll review each case.
Incorrect shipping address
We aren't responsible for an incorrect shipping address entered at checkout. If the address isn't corrected before the order ships, we can refund or replace the order only if the package is returned to us.
Visual defects
Some of our products are handmade and may vary slightly in appearance. If you see a defect, send us photos or a video. If it's a major defect, we'll cover the return through our returns portal. If it's minor and doesn't affect function, we'll offer a partial store credit or an exchange. We cover return shipping, and you cover shipping on the replacement.
Didn't love it?
We also accept exchanges if you didn't enjoy the product. Start your exchange in our returns portal. We cover return shipping, and you cover shipping on the replacement order.
Refunds
Once we receive and inspect your return, we'll email you to let you know whether your refund is approved. Approved refunds go back to your original payment method. If you haven't received a refund, check with your bank or card issuer first, since posting can take a few days. Then contact us at hello@smokeshowmixology.com.
Torch warranty
Torches are covered for 90 days from delivery. If yours stops working, contact us with a short video and we'll help troubleshoot. If it still doesn't work, we'll replace it free. After 90 days, we offer 50% off a replacement.
