frequently asked questions

Order Status

Once you have submitted your order, you will receive an Order Confirmation by email to confirm that your order has been received. Please notice that orders are processed and shipped within 24-72 hours to give you a possibility to change or update your postal address and/or the order items. In such cases you must immediately send us an e-mail with your changes. Please enclose the following information when writing about changes in your order.
- Your Order Number
- Describe the issue in details.
- If you want a refund or replacement

Shipping and delivery

All orders will be shipped via USPS. We ship to the USA only.
The average delivery time is 3-6 weeks from the shipping date.
The delivery times depend on many factors, and mainly on how fast are the USPS sort facilities handling the packages, and this is beyond our control. Thus, in case there is a delay in delivering your order, we kindly ask you to contact us for detailed information on your package.
For security reasons we cannot ship to APO and FPO addresses.
Tracking numbers are available for all orders.

Payments

Smokers-Mall.Com offers several payment methods:
Visa credit cards
AMEX credit cards
E-checks
Wire Transfers
Your credit/debit card will be debited within 2 business days after submitting the order (5-7 working days for e-checks). If you still don't see any charge on your card/bank statement, please contact our Customer Support at support@smokers-mall.com.

Returns and refunds

Your order can be cancelled within 24-48 hours from the moment your order was placed. Just drop us an e-mail explaining the reason you changed your mind about your purchase and our customer support representative will assist you.
If you are not satisfied with the quality of the delivered products or consider the package contents inappropriate, you may return the parcel back to us for a replacement or refund. As soon as we get the parcel/s back, we'll issue you a refund covering the cost of the cigarettes (less shipping fees) or a full refund, in case you received an inaccurate product.

Packaging details

Orders shipped from Europe can be split into several packages (up to 3-6 cartons per parcel).
Due to customs regulations these parcels are sent in different days. The time between the first and the last parcel delivery is on average 3 to 10 days.

Feedback

All e-mails and customers’ calls are replied within 24 business hours. If you haven't received a response to your e-mail, you should make sure that your ISP or e-mail client are not blocking the messages we send you or maybe try to contact us from another e-mail address.
Dear users of AOL.com, COX.net, DIRECWAY.com, OPTONLINE.net, CHARTER.net e-mails! You might not be getting our Customer Support e-mails due to some reasons (you blocked our e-mail address/it is tagged as a Junk mail or it is in your Spam folder/ your email provider is blocking your correspondent's provider from sending mail due to complaints of abuse, etc). Such problems affect our service because our communication can be blocked and we are not able to get in touch with you regarding your purchases. Therefore, please make sure our messages get through. For AOL users having problems with mail being delivered, we kindly advise to contact us at: support@smokers-mall.com

Quantity

We reserve the right to limit the quantity of items purchased per order, on orders placed using the same credit card, and on orders that use the same billing or shipping address. We will notify you by e-mail if such limits are applied.
- Minimum order limit - $30
- Maximum order limit - $800
The quantity of cigarettes that can be purchased at www.smokers-mall.com is left to the discretion of customers who must be aware of the laws in force in their country and the sanctions they may incur if their intention is to resell cigarettes. It is the responsibility of the Buyer to ascertain and comply with the laws relating to the purchase and use of any tobacco goods. In order to determine the applicable limits on purchases or taxing responsibilities, if any, imposed by a particular state, the consumer may want to contact state authorities.