Shipping & Returns

Shipping policy

Shipping Policy

Carrier Diversity

At Tobacco Online (CT) Tobacco we go to great lengths to ensure the accurate, on-time, cost effective, and secure delivery of our customers’ orders. We maintain contracts with multiple freight and ground carriers to deliver the best possible service—based on destination, order sizes, fuel costs, and other variables—and are chosen at our sole discretion.

Quality Control (QC)

Incoming and outgoing shipments to and from our distribution and fulfillment centers undergo a rigorous quality control process in which they are checked and double-checked by independent audit and verification processes to ensure only error-free and undamaged orders are shipped. Our commitment to quality demands that we hold ourselves accountable for our errors or mistakes, and our return policy leverages industry standard best practices to deliver the best possible customer satisfaction, while protecting ourselves from risks beyond our direct control.

Delivery Expenses

CT contracts for shipping services door-to-door, from our distribution and fulfillment centers literally to our customers’ doorstep. Additional expenses incurred because of extra services provided by the carrier and not pre-contracted by CT, including but not limited to inside delivery, inside pickup, limited access, or residential delivery notification, whether or not specifically requested by the customer are the sole responsibility of the customer. CT does not authorize our carriers to provide these services, explicitly refuses these services, will not be liable for related fees, and will charge the customer for these additional expenses, if incurred.

Free Shipping

CT may offer free, discounted, or flat-rate shipping on qualifying orders and may cancel or suspend this service at our sole discretion. Qualification may be based on delivery area, products ordered, and/or other factors.

Lost or Stolen Packages

If the carrier reports your order as delivered but you can’t find it, we recommend you contact the carrier directly with the tracking information provided after verifying the delivery address on your order and conducting a thorough search of all possible delivery points; they may have additional delivery information to help you locate it. You may also, at your discretion, check with your neighbors, as packages are frequently delivered to the wrong house or apartment due to missing or poorly marked structures. We stand behind our loyal customers and partners and will do everything we can to support your claims with the carrier(s) but cannot be held responsible for lost or stolen packages after delivery.

Undeliverable Packages

Occasionally packages are returned by the carrier as “undeliverable”. This happens for various reasons, usually address related, and we go to great lengths to validate addresses during the shipping process. Orders returned due to incorrect, illegitimate, restricted, or prohibited addresses or delivery restrictions will automatically be processed for refund. We recommend correcting any errors that may have caused the delivery failure prior to reordering.

We do not ship nicotine products to the states of Montana, Washington, Maine, Vermont, California, South Dakota, or Utah.

We are now collecting Applicable Sales Tax and Excise Taxes on products shipped to Virginia. Excise Tax is an additional tax the state of Virginia imposes on the sale of tobacco products.

+ Economy Shipping

Smoker’s Outlet Online offers a shipping option called “Economy Shipping”, which might save you a lot of money. With Economy Shipping, you can ship your order anywhere in the contiguous USA.

Details

- Will be delivered via UPS and/or USPS
- Address must include a physical address (not just a PO Box)
- Estimated delivery time 2-8 Business Days
- Excludes Alaska, Hawaii, APO/FPO, and US Territories
- Excludes flammable products
- Smoker’s Outlet Online reserves the right to modify policies at our discretion

Return policy

Return & Exchange Policy

At Tobacco Online (CT) we go to great lengths to ensure the accurate, on-time, cost effective, and secure delivery of our customers’ orders. We maintain contracts with multiple freight and ground carriers to deliver the best possible customer service, based on customer locations, order sizes, fuel costs, and other variables. Incoming and outgoing shipments to and from our distribution and fulfillment centers undergo a rigorous quality control process in which they are checked and double-checked by independent audit and verification processes to ensure only error-free and undamaged orders are shipped. Our commitment to quality demands that we hold ourselves accountable for our errors or mistakes, and our return policy leverages industry standard best practices to deliver the best possible customer satisfaction, while protecting ourselves from risks beyond our direct control.

1. Qualification

Only merchandise shipped by CT in error or rendered non-saleable by damage incurred while in the possession or under the control of CT will be considered for credit through the Return Merchandise Authorization (RMA) process. “Non-saleable” is defined as being in such poor condition as to negatively affect or alter the quality or appearance of the product, as normally displayed or presented in the retail environment, such that its state or appearance is significantly inferior to that of unaffected or unaltered products of the same SKU. Damage to shipping or packaging materials that does not significantly y alter the quality or appearance of the saleable merchandise itself will not be considered for RMA or credit.

2. Third Parties

CT uses only professional shipping and freight carriers, and reserves the right to select the best-value carrier at its discretion. Although unlikely to occur, CT is not liable for loss or damage of or to merchandise not in the possession or under the control of CT, such as during transit or delivery, or at the customer’s location. Merchandise received damaged by the customer may be refused from the carrier, and claims for loss or damage should be submitted directly to the carrier.

3. Procedures

RMA claims must be reported via e-mail to CT at the time of receipt and inspection by the customer, no later than the next business day following receipt, and documented on the carrier’s bill of lading if applicable. Damage reports must include a written description of the damage, circumstances surrounding the receipt of the damaged merchandise, and photographic evidence of the damage attached in mpg or jpg file format. Customers must not return damaged merchandise until CT has granted approval through the RMA process and authorization to ship has been received by the customer. Merchandise returned before or without RMA approval from CT will not be considered for credit, and all related shipping charges will be borne by the customer.

4. Expiration

Due to the shelf life of our merchandise, customers should return products approved via RMA to CT immediately. Merchandise received by CT after 30 days of issuance of the approved RMA will not be considered for credit, and all related shipping charges will be borne by the customer. Authorized returns must be shipped unopened, unaltered, and without further damage. Merchandise received by CT that has been altered in presentation, appearance or quality, including but not limited to branding, pricing, or other marking or labeling will not be considered for credit, and all related shipping charges will be borne by the customer.

5. Credits

If approved, CT reserves the right to replace the damaged merchandise or issue a refund at its sole discretion. Refunds will be issued in the form of credit to the customer’s account, including shipping charges borne by the customer for approved RMAs. A restocking fee of 15% of the original purchase price will be assessed and deducted from the merchandise credit.