At Smokers World, we understand the importance of protecting your orders and ensuring your satisfaction with every purchase you make from our website, smokersworldhw.com. We are dedicated to providing you with the best possible service and have implemented a range of measures to safeguard your orders and address any issues that may arise during shipping.
Package Protection for Peace of Mind
To offer you additional peace of mind, we highly recommend selecting our Package Protection option during checkout. By paying a small percentage of your order subtotal, you can protect your package from unforeseen circumstances that may occur during shipping. Whether it's damage, loss, or theft, our Package Protection service is designed to keep your order safe and secure.
Please note that while Package Protection provides an extra layer of security, it does not guarantee specific shipping speeds. Shipping times are estimates and may vary based on various factors beyond our control, such as weather conditions and carrier delays.
Easy Claim Process
In the unlikely event that your order is lost, stolen, or damaged upon arrival, we want to make sure you're taken care of. We have a straightforward claim process in place to ensure a hassle-free resolution for you:
- File a Claim: To initiate a claim, simply click here to access our claim form. Provide the necessary details about your order and the issue you encountered. If you have any photos of the damaged items, feel free to attach them to your claim submission.
- Prompt Response: Once we receive your claim, our dedicated team will review it promptly. We aim to provide a response within 2-3 business days, offering clear instructions on how to proceed with your claim.
- Resolution Options: Depending on the nature of the issue, we will work with you to determine the best course of action. This may involve issuing a replacement order or providing you with store credit, ensuring that you receive the products you ordered in good condition.
In some cases, your package may be marked as "delivered" but you have not received it. We understand that this can be frustrating, and we recommend following these steps:
- Wait It Out: We kindly ask that you wait at least three days after the delivery confirmation before filing a claim. Sometimes, delivery carriers may mark a package as delivered before it actually arrives at your location.
- Keep an Eye Out: During this waiting period, please check around your property, with neighbors, or in any other safe locations where the package might have been left. Occasionally, a package may be left in a different location than expected.
- Contact Us: If your package is still missing after 15 days from the delivery confirmation, please contact us immediately. We will take appropriate action and assist you in resolving the issue as quickly as possible.