Frequently Asked Questions - FAQs

General Questions

  • Who can use your website (kcsmokeshop.com)? Our website and products are intended for adults aged 21 and older (or the legal age required in your specific jurisdiction). By Browse our site or making a purchase, you are confirming that you meet the legal age requirement. We reserve the right to verify age and cancel orders if we suspect a purchase is being made by a minor.
  • Is my personal and payment info safe with you? Absolutely! We use industry-standard security measures, including encryption, to protect your personal details and payment information when you shop at kcsmokeshop.com. Your privacy is a priority. Please see our Privacy Policy for more details.
  • What payment methods do you accept? We accept major credit cards (Visa, Mastercard, Discover [Add/Remove based on your accepted cards]). [Keep if applicable: We also accept other secure online payment options.] Simply choose the method that works best for you during checkout.
  • Can I pay with cryptocurrency? [Keep or remove based on your options] Yes! We may accept cryptocurrencies like Bitcoin and Ethereum through secure platforms like Coinbase Commerce [Verify platform if applicable]. Check our payment options at checkout.
  • What about the quality of your products? We prioritize offering products made from high-quality materials sourced from reputable brands. Whether it's glass, vaporizers, or accessories, we aim for durability and proper function according to the manufacturers' specifications.
  • Why are some items out of stock? Popular items can sell out quickly! Sometimes products are temporarily unavailable due to supplier restocks or high demand. We work hard to restock items as soon as possible. You can often sign up on the product page to be notified when it's back in stock, or subscribe to our newsletter for updates!

Order Questions

  • Can I change or cancel my order? We process orders quickly to get them to you fast! If you need to change or cancel an order, please contact us immediately at customerservice@kcsmokeshop.com. We'll do our best to accommodate your request if the order hasn't already been shipped.
  • I entered the wrong shipping address—what now? Contact us right away! If your order hasn't shipped, we can usually update the address. If it's already in transit, we recommend contacting the shipping carrier directly to see if they can reroute the package. We are not responsible for orders shipped to an incorrectly provided address.
  • How long does it take to process my order? We typically process orders within [e.g., 1-3] business days (Monday-Friday, excluding holidays). You'll receive a shipping confirmation email with tracking information as soon as your order ships.
  • How can I track my order? Once your order is shipped, we'll email you a tracking number. You can use this number on the carrier's website (e.g., USPS, UPS) to track your package's progress.

Shipping & Delivery

  • Where do you ship? We currently ship within the United States. 
  • Do you offer free shipping? Yes! We often offer free standard shipping on orders over a certain amount.
  • What if my package says “delivered” but I can’t find it? Sometimes carriers mark packages as delivered slightly before they arrive. Please check around your property, with neighbors, or your building manager first. If your package hasn't turned up after 24-48 hours, please contact the shipping carrier first, and then let us know so we can assist if possible.

Returns & Concerns

  • What is your return policy? Please see our full Return & Refund Policy [Link to your Refund Policy page] for details. Key points include:
    • Used items cannot be returned or exchanged. Due to the nature of our products, once used, they are ineligible for return.
    • Unused, unopened items in their original packaging may be eligible for return within 30 days of delivery.
    • Customers are responsible for return shipping costs.
    • Inspect your order immediately upon arrival.
  • Can I return an opened or used item? No. For health, safety, and legal reasons, we cannot accept returns on any item that has been opened or used, even once. Please be sure of your selection before opening or using the product.
  • What should I do if I receive the wrong item? Our apologies! If we made a mistake and sent you the wrong item, please contact us within 72 hours of delivery. Send us an email at customerservice@kcsmokeshop.com with your order number and a photo of the incorrect item received. We'll work quickly to send you the correct item.
  • My item arrived damaged—what now? We're sorry to hear that! Please inspect all items, especially glass, immediately upon delivery. If an item arrives damaged, contact us within 72 hours of delivery. Email us at customerservice@kcsmokeshop.com  with your order number and clear photos of both the damaged item and the packaging it arrived in. We will arrange for a replacement or issue store credit according to our policy.