Will I receive any order confirmation after placing an order?
An order confirmation with order summary will be sent to you through email right after you have placed your order.
We will also send email to keep you updated frequently on your order status.
How can I change specification/ delivery address/ recipient for my existing order?
We are trying to ship the items the soonest, so for any changes like:
Change of address or personal information
Change of specifications like product, size, color
Feel free to send us a message at [email protected] Cut off in making changes is 2 PM EST after the order is placed.
NOTE: Product, delivery addresses and recipient names can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our third-party couriers.
Can I make changes to my existing order?
Buyers are allowed to make changes to orders placed, within 24 hours of making their purchases and before the orders are fulfilled. Additional charges may be incurred by the buyers for any changes made to the orders after 24 hours of making their purchases.
How can I cancel my order?
Cancel order You can only cancel your order within 6 hours from purchasing time of the same day. Please be informed that a management, processing and transaction fee (30% of your total order value) will be applied for the cancellation. Full refund only applies to switch orders. Once you place new orders, our system will automatically cancel old orders and refund 100%.”
Buyers are not allowed to cancel their purchases after the orders are placed or shipped. Unless specific reason.
Note: We do not accept reason such as.. (“I’ve bought the wrong item”), (“I’ve found it cheaper elsewhere”), (“I’ve changed my mind and decided not to get this”), (“I wanted to give as a gift but I’ve found out my friend actually already gotten one”), (“I’ve bought this by accident”) or other similar reasons.
I received an incomplete order, what should I do?
Please notify us immediately at [email protected] so we can assist you promptly.
If what missing from your order is a gift/ bonus, we will push to deliver it to you soon.
If what missing from your order is a part of a product or an item, we will need you to send us the photo of:
The package notice attached to the packaging of the parcel – a piece of paper showing the delivery details
The product packaging showing the product
I received the wrong item, what should I do?
If the item you received is not what you originally ordered, we are happy to replace the item for you. Please notify us immediately at [email protected] so we can assist you promptly. We will need you to send us a photo of the item you received.
I received a damaged/ defective item, what should I do?
If the item you received is damaged/defective, we are happy to send you a replacement. Please notify us immediately at [email protected]
We will also need you to send us a photo/video of the item you received.
How much does it cost for shipping fee?
Shipping costs vary depending on the shipping destination and the number of items that you purchase. You can get a calculation of your exact shipping charges by adding items to your cart, proceeding to checkout, and entering your mailing address. The shipping cost will automatically update and display in your total costs.
Shipping fees are based also on the size, weight, and number of the packages in an order. Larger products and additional items will incur slight shipping surcharges. Total shipping charges are shown on the checkout page.
Most apparel items are $4.99 for one item + $1.99 for additional items shipped domestic and $6.99 for the first item + $1.99 per each additional product to the rest of the world.
When will I receive my order?
On average, merchandise is produced and shipped from our facility 2-3 days after purchase. Standard shipping/transit times apply (5-10 days for domestic and 7-15 days for international).
IMPORTANT: We are not responsible if a package is not delivered because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package will be invoiced to the customer.
TIME FRAME FOR THE QUALITY EVALUATION PROCESS
After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.
TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND
Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 2-4 weeks from the date we receive the tracking information of the returned item.
Refund option: customers who have requested for refund can expect to receive it within the following time frames:
|Payment Method (at the time of purchase)||Refund Option||Refund Lead Time (to see the amount on your bank statement)|
|Credit card / Debit Card||Credit / Debit Reversal|
|Paypal||Paypal reversal (if Paypal balance)||5-7 business days|
|Credit reversal ( if Paypal is linked to a credit card)||5 to 15 banking days||Not the product the customer ordered (e.g. wrong size or wrong color)|
|Note: The amount may be reflected in your next billing cycle||Missing items/parts||Missing items/parts as indicated in the packaging|
|Debit reversal ( if Paypal is linked to a debit card)||5 to 45 banking days(Depending on your issuing bank)||Receives the size that was ordered but it does not fit*|
|Note: The amount may be reflected in your next billing cycle||Website error||The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)|
Are there any additional fees I need to pay?
At Pop Smoke, fees reflected on check out are the only fees that would be collected upon placing your order. However, for items that would be sent across borders, your country may charge you with duty or taxes fees. Do check your government’s policy on the items bought from abroad before placing the order.
Please be guided that Pop Smoke will not be held liable to any loss of items from the mailbox after the shipment has been declared delivered.