FAQ

FAQ  

Why haven't I gotten my package yet?  

If you haven't gotten your package yet, it is probably due to delivery delays or packing delays. Please keep in mind that we do not count the 1-2 days of packing as shipping days.  

When will my package arrive? 

We usually send you a confirmation email with the tracking number so you can track it to your door. We do not include packing days which takes usually 1-2 business days so please keep that in mind when you calculate the shipping days.  

What if my order says delivered, but I never got a package?  

First, the best way to get an accurate update, you should contact UPS or USPS for the shipment update. If you are still having trouble, feel free to contact us. Please note we do not give a direct refund in these situations but we can figure out a solution.  

What are your customer service hours?  

Our office hours are Monday – Friday and 9:00am - 5:00pm (EST) 

Email us – help@smokeriseny.com 

How do I change/cancel my order?  

Please email help@smokeriseny.com.  We can make changes to your order or cancel as long as this did not already ship from our warehouse. 

What do I do if I received the wrong /damaged item?  

We apologize in advance if you have received an incorrect item. Please email help@smokeriseny.com to let us know, include a picture of the damaged item and the number of your order invoice. 

We will provide you with the return label and have the correct item shipped.  

Sizes & Selection 

Are there more sizes available than what's shown on the website? 

Answer 
Sorry, but the sizes you see on the website are all that we have available. Our customer service representatives do not have access to anything different than what you see online. 

I’m looking for an item that's not on your website. Can I special order it through smokeriseny.com? 

Answer 
Sorry, but smokeriseny.com is not able to do special orders. What you see on the website is everything that we have available. 

Shipping 

Does smokeriseny.com ship to APO/FPO addresses? 

Answer 
Yes, military customers are able to shop through the US customer checkout. APO/FPO packages are shipped via US Postal Service. Standard delivery rates will apply. 

Returns/Exchanges  

What is your complete returns policy? 

Answer 
View Our Returns Policy.   

Order Processing/ cancel order  

I just placed an order. How long before it will be shipped? 

Answer 
Generally speaking, if you order in the morning, we can ship your package later that day. If you order in the afternoon or evening, we won't be able to ship until the following day. There will be exceptions from time to time, but we do our best to ship all orders as quickly as possible.  

If your order is being billed and shipped to different addresses, we'll need 1-2 business days for processing before the order can be shipped. Please keep this in mind when selecting your delivery time frame. 

We do not ship or deliver packages on Saturday and Sunday. Weekend orders, including Friday afternoon and evening, will be processed on Monday. 

I already placed an order with smokeriseny.com. Can I change something? 

Answer 
We ship all orders as quickly as possible, so we are not always able to make changes to an order after it is placed. However, you are welcome to send us an email at help@smokeriseny.com before your package is shipped out.  

How do I cancel my smokeriseny.com shop order? 

Answer 
We ship all orders as quickly as possible, so we cannot always cancel an order after it is placed. However, you are welcome to send us an email at help@smokeriseny.com before your package is shipped out.