General FAQ

  • What are your normal business hours?

    We are available Mon - Fri from 8:30am - 3:30pm Central Time. You can contact us via email, live chat, or Messenger at any time. During our business hours you can expect a response typically within one hour. Outside our business hour we will be sure to respond within 24 business hours.
  • Can I cancel or edit my order?

    You may cancel or edit your order up until 8am CST the following business day. At this time your order goes into fulfillment and cannot be cancelled or edited. Any orders placed between 8am CST and 12pm CST will not have the ability to edit or cancel their order as they will go straight into f...
  • Why don't you offer phone support?

    While some issues can be solved quickly over the phone, most support involves much more detail such as order history and account information that we can access quicker and better help you with by providing support via email or chat. Most issues that can be solved over the phone, we've outlined in...
  • How do I edit my account?

    You can visit the "My Account" page by clicking the Account icon in the header of smokea.com when logged in to your account. Once you've navigated to the "My Account" page, you can do the following: Edit or Cancel Orders Re-Order a Past Order Track Your Orders Edit Your Addresses Edit Your Conta...
  • Why can't I sign in to my account?

    If you cannot log in to your account, there are two possibilities: You have not created an account: We do not require an account to place an order with us, therefore, it is possible that your provided an email address when placing your order but never created an account. By signing up for an acc...
  • How do I unsubscribe from emails?

    While we'd hate to see you go and miss out on some amazing promotions, you can unsubscribe from our emails anytime by clicking the "unsubscribe" link at the bottom of any email.
  • When will you restock?

    Restocking times can vary widely from product to product. There are several reasons why a product could go out of stock for some time before being restocked. This could be due to the time of year and our companies' re-ordering policies or the manufacturer may be out of stock or discontinuing an i...
  • Do you offer wholesale pricing?

    We do offer wholesale pricing. However, it is located on our wholesale site. To view products we offer through wholesale visit wholesale.smokea.com. To view pricing or place order you will need a valid business with documentation and must apply at wholesale.smokea.com/register. Once approved you ...