SHIPPING, RETURN AND REFUND POLICY
Last updated: 11th August 2024
1. Introduction
At TOBACCO PARADISE (“Company,” “we,” “us,” or “our”), we are committed to providing our customers with a seamless and satisfying shopping experience. This Shipping, Return, and Refund Policy outlines the terms and conditions that govern the delivery of products, return procedures, and refund processes for purchases made through our website, TOBACCOPARADISE.NET (the “Website”). By placing an order with us, you agree to the terms set forth in this policy.
Please read this policy carefully to understand your rights and obligations regarding shipping, returns, and refunds. If you have any questions, please contact our customer service team using the information provided at the end of this policy.
2. Shipping Policy
2.1 Shipping Destinations
TOBACCO PARADISE proudly ships our products to customers across the United States, including all 50 states, as well as internationally. However, please note that certain products, especially those related to cannabis accessories and hemp, may be subject to legal restrictions in specific states and countries. It is your responsibility to ensure that the purchase, shipment, and use of these products comply with the laws of your jurisdiction.
2.2 Shipping Methods and Delivery Times
We offer a variety of shipping options to meet your needs. Shipping methods, carriers, and delivery times may vary depending on your location and the items you purchase. Our standard shipping methods include:
- Standard Shipping: (USPS) Estimated delivery within 5-7 business days.
- Expedited Shipping: (USPS) Estimated delivery within 2-3 business days.
- Overnight Shipping: (FEDEX) Next business day delivery if the order is placed before the cutoff time (12:00 PM CST).
International shipping times vary depending on the destination and customs processing times. Please allow 10-15 business days for international deliveries.
2.3 Order Processing Time
Orders are typically processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day. You will receive a confirmation email with tracking information once your order has been shipped.
2.4 Shipping Costs
Shipping costs are calculated based on the weight, dimensions, and destination of your order. The total shipping cost will be displayed at checkout before you complete your purchase. Please note that international orders may be subject to additional customs duties, taxes, and fees, which are the responsibility of the customer.
2.5 Tracking Your Order
Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the progress of your shipment through the carrier’s website. If you do not receive a tracking number or if there are any issues with tracking your order, please contact our customer service team for assistance.
2.6 Shipping Restrictions
Certain products, particularly those related to cannabis accessories and hemp, may be subject to shipping restrictions due to legal regulations. We do not ship to P.O. boxes, APO/FPO addresses, or certain international locations where our products are prohibited by law. It is your responsibility to ensure that your shipping address complies with these restrictions.
2.7 Lost or Damaged Shipments
If your order is lost, damaged, or significantly delayed during shipping, please contact us immediately. We will work with the carrier to resolve the issue and, if necessary, send a replacement or issue a refund. Please report any shipping-related issues within 7 days of the expected delivery date.
3. Return Policy
3.1 Return Eligibility
We want you to be completely satisfied with your purchase. If you are not, you may return eligible items within 14 days of delivery for a full refund or exchange. To be eligible for a return, the item must be:
- Unused, unwashed, and in its original packaging with all tags and labels attached.
- In the same condition that you received it, without any signs of wear or damage.
- Accompanied by the original receipt or proof of purchase.
3.2 Non-Returnable Items
Certain items are not eligible for return, including:
- Final Sale Items: Products marked as “Final Sale” or “Clearance” are not returnable.
- Personalized or Custom Items: Items that have been personalized, customized, or made to order cannot be returned unless they are defective.
- Consumable Products: Perishable goods, opened consumables, and products with a limited shelf life (e.g., rolling papers, hemp products) are not returnable.
- Health and Safety Items: For hygiene reasons, certain items such as vaporizers, pipes, and other smoking accessories cannot be returned if they have been opened or used.
3.3 Return Process
To initiate a return, please follow these steps:
- Contact Customer Service: Email us at orders@TOBACCO PARADISE.net or call us at 281-422-2376 within 14 days of delivery to request a Return Merchandise Authorization (RMA) number. Provide your order number, the item(s) you wish to return, and the reason for the return.
- Prepare the Return Package: Once you receive the RMA number, securely pack the item(s) in their original packaging, including all accessories, manuals, and documentation. Clearly write the RMA number on the outside of the package.
- Ship the Return: Ship the return package to the address provided by our customer service team. We recommend using a trackable shipping method and purchasing shipping insurance, as we are not responsible for items lost or damaged during return shipping.
3.4 Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped, defective product). If you receive a defective or incorrect item, we will provide a prepaid shipping label for your return.
3.5 Inspection and Processing
Once we receive your return, we will inspect the item(s) to ensure they meet the return eligibility criteria. If the return is approved, we will process your refund or exchange within 5-7 business days. Refunds will be issued to the original payment method, and you will receive a confirmation email once the refund has been processed.
4. Refund Policy
4.1 Refund Eligibility
Refunds will be issued for returned items that meet the eligibility criteria outlined in Section 3. Refunds are processed within 5-7 business days of receiving the returned item(s). Please note that original shipping charges are non-refundable unless the return is due to our error.
4.2 Partial Refunds
In some cases, only partial refunds may be granted. This includes situations where:
- The item is returned more than 14 days after delivery.
- The item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
If a partial refund is approved, the amount refunded will be proportional to the condition of the returned item.
4.3 Refund Process
Refunds are issued to the original payment method used at the time of purchase. If you paid with a credit card, the refund may take an additional 5-10 business days to appear on your statement, depending on your card issuer’s policies. If you used a third-party payment provider (e.g., PayPal), the refund will be processed according to the provider’s refund policies.
4.4 Store Credit
In certain cases, you may choose to receive your refund in the form of store credit, which can be used for future purchases on our Website. Store credits are issued in the form of a digital gift card and do not expire.
4.5 Refund Exceptions
Refunds are not available for the following:
- Final Sale Items: As mentioned in Section 3.2, final sale items are not eligible for refunds.
- Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.
- Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error.
5. Exchanges
5.1 Exchange Eligibility
If you wish to exchange an item for a different size, color, or model, you may do so within 14 days of delivery, provided the item meets the return eligibility criteria outlined in Section 3. Exchanges are subject to product availability.
5.2 Exchange Process
To initiate an exchange, please contact our customer service team to request an RMA number and follow the return process described in Section 3. Once we receive the returned item, we will process the exchange and ship the new item to you. If the exchange item is of higher value, we will charge the difference to your original payment method. If the exchange item is of lower value, we will issue a refund for the difference.
5.3 Exchange Shipping Costs
Customers are responsible for return shipping costs for exchanges, as well as any additional shipping costs for the new item. If the exchange is due to our error (e.g., wrong item shipped), we will provide a prepaid shipping label and cover the cost of shipping the new item.
6. International Orders
6.1 Shipping and Delivery
International orders are subject to longer delivery times due to customs processing and international shipping logistics. Please allow 10-15 business days for delivery. We are not responsible for delays caused by customs or other regulatory authorities.
6.2 Customs Duties and Taxes
International orders may be subject to customs duties, taxes, and fees imposed by the destination country. These charges are the responsibility of the customer and are not included in the product or shipping costs. We recommend that you check with your local customs office for more information on applicable fees before placing an order.
6.3 Restrictions
Certain products may be restricted or prohibited in your country. It is your responsibility to ensure that the products you order comply with the import regulations of your country. We are not responsible for orders that are delayed, seized, or rejected by customs authorities.
6.4 Returns and Exchanges
International returns and exchanges are subject to the same policies outlined in Sections 3 and 5. However, customers are responsible for all return shipping costs, including any customs duties, taxes, and fees. We recommend using a trackable shipping method and purchasing shipping insurance for international returns.
7. Contact Us
If you have any questions or concerns about our Shipping, Return, and Refund Policy, please contact our customer service team:
Email: orders@TOBACCOPARADISE.net