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Smoked Bros Policies

ORDER, shipping & Returns policy

A Better Shopping Experience

At Smoke Bros, our aim is to make shopping with us as enjoyable as possible. That’s why we work hard to make sure our store policies are fair, clear and transparent. You can find a full outline of our policies below. If you can’t find the information you’re looking for, please don’t hesitate to get in touch. We look forward to you being a part of the Smoke Bros Family!

Order Policy

  • Most orders are processed within 1-2 days from the time they are received.

  • Orders containing products that are out of stock will take longer to process.

  • Order processing may take longer during times of extremely high order volume (Thanksgiving, Christmas, etc.)

  • Customers are responsible for confirming their order for accuracy during checkout. This includes, but is not limited to: verifying quantities, products, selections/variants, shipping information, and any other details provided during checkout. Smoked Bros is not responsible for customers who neglect to confirm the accuracy of this information.

  • Once the checkout process is complete, customers are liable for the result of any mistakes that may have been made due to inaccurate information.

  • Upon receiving your order, please contact us right away if anything is incorrect according to the packing slip. Do not discard anything you receive. Our customer support representatives will assist you in getting the order corrected.

SHIPPING Policy

We work extremely hard to deliver the best customer service possible. However, our shipping policy is one area we cannot deviate from. Please understand this operational requirement of our business. We recognize the process can be frustrating, but appreciate your understanding and cooperation.

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Once packages leave our facility they are COMPLETELY out of our control.

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Most packages ship via USPS Priority Mail and typically arrive in 2-3 business days. However, transit times are not guaranteed and may take significantly longer, especially around holidays.

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Some products ship free, however orders containing additional items will be subject to our standard shipping fees.

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UNDER NO CIRCUMSTANCES CAN WE ACCEPT CLAIMS FOR LOST, STOLEN, IMPROPERLY DELIVERED, OR DAMAGED PACKAGES!!!

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Once packages leave our facility they are COMPLETELY outside of our control and in the hands of the shipping carrier. Should you discover your package has been lost, stolen, delivered to a wrong address or damaged, please contact the shipping carrier right away and file a claim with them directly. Under no circumstances will we issue replacements or refunds in these situations.

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If your package is returned to us by the shipping carrier for any reason (invalid address, no forwarding address, return to sender, etc.), we will issue a refund for the products minus any shipping charges that were paid when the order was placed. If you still wish to receive the products, you will need to place a new order.

 

Shipping is an actual expense we pay to the carriers, and cannot be refunded in these unfortunate circumstances.

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*Note: sometimes carriers deliver packages to neighbors, or update tracking information prematurely in their systems. If your tracking information shows the package was delivered but you can’t find it, we suggest checking with neighbors or waiting a day or two as the issue usually sorts itself out. However, should this not be the case, you will need to file a claim with the shipping carrier directly.

returns Policy

  • Clothing items in their original, unwashed condition may be returned up to 14 days after purchase for in-store credit or exchange.

  • ​Other gear products (stickers, patches, etc.) in its original, unused condition may be returned up to 14 days after purchase for in-store credit or exchange.

  • ​Food Products, Teas, Sauces, & Blends (rubs/seasonings) cannot be returned or exchanged.

  • All clearance item sales are final and cannot be returned or exchanged.

  • ​Digital items (eBooks) cannot be refunded.

  • ​Customers are responsible for all return shipping charges, including insurance on the package for the original value of the item(s) being returned.

  • ​Under no condition will original shipping charges be refunded on any order.

  • ​To initiate a return, please contact contact@smokedbros.com and provide your order number.

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