Frequently Asked Questions + Answers

Do you offer phone support?

Unfortunately, we do not offer phone support at this time as we handle all customer inquiries via email. 
Please note that our team will respond to you within 24-business hours. We appreciate your patience.   

  

Do you offer will-call/pick-up for orders?

Due to safety concerns, our property manager does not allow for us to offer will-call/pick-up at our facility. 

How long will it take to process a return?

Due to recent effects by COVID-19, our operations may experience delays in the processing time of normal procedures. Therefore, please allow up to 14 business days for us to process a return once we receive it back at our facility. We sincerely apologize for any delays and appreciate your patience during this unexpected time.

    When will my refund show up?

    Once you receive a refund confirmation email, the funds typically take approximately 2-5 business days to process and reflect on statements. Processing times will vary by card issuer. Additionally, international and prepaid gift cards may take longer to process refunds. 

    Can I return unwanted items for a refund?

    We accept returns for unwanted, non-defective products that are unopened/unused and still within 10-days of purchase.

    The items must meet the following guidelines in order to be eligible for a return:

    • The item must be unopened, unused, undamaged, and non-defective.
    • The item must be in its original, sealed condition.
    • The item must be within 10-days of purchase. 

    Once you've verified that your item meets the above guidelines, you may contact us regarding a return request. In your email to us, be sure to include a photo of the item(s) you wish to return to verify their original, unopened condition:

     

    Can I be notified when an item is back in stock?

    Unfortunately, we are unable to notify customers directly when a requested item is back in stock. We are currently working with our developer on an automated in-stock notification system for our products.

    Once the item is available, it will be up on the site immediately for purchase.

    Please join our email newsletter to be the first to hear about exciting new products, money-saving discounts, and any special announcements we might have.

     

    What happens if a product in my order is missing, incorrect, damaged, or DOA (Dead On Arrival)?

    If you experienced any delivery issues with your order, please be sure to contact us within 48-hours of the time of delivery.  emojismoke@gmail.com Please inspect your items carefully upon receiving it, it is your responsibility to check within the time span and notify us of any problem. Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and is notcovered by warranty.

    How long does it take to restock items?

    Normally, popular items are restocked within 1 weeks. However, we do not guarantee that some items will be restocked on our website. 

    I just placed my order, when will it be shipped?

    COVID-19 Announcement - The good news is that we are open for business with regular processing hours and made changes to how we can operate to focus on the safety of our employees and all of our awesome customers! At the moment, we have increased our capacity and currently processing orders in 24-72 business hours (not including weekends), with most order shipping out to carriers in less than 24 business hours. Once a package is ready for shipment, a Tracking email will be automatically sent outand the package will be handed off to USPS / FedEx.
    All orders that are successfully placed will be shipping out.
    NOTE: Due to COVID-19, we have noticed that USPS are experiencing delays in scanning and processing on some shipments at this time. Please note that delays might occur with your order so we recommend to wait patiently for up to 3 business days for Tracking to update once you have received a Tracking email. You may contact your local USPS or delivery person for updates in regards to regular mailing services.

    First Class Mail (4-8 business days in transit after it is processed)

    Order Day Shipment Day Expected Shipping
    Sunday Mon - Wed 2-5 business days
    Monday Tue - Thu 2-5 business days
    Tuesday Wed - Fri 2-5 business days
    Wednesday Thu - Sat 2-5 business days
    Thursday Fri - Tue 2-5 business days
    Friday Sat - Wed 2-5 business days
    Saturday Mon - Wed 2-7 business days
      Note: If you place an order over the weekend, you will have to wait until at least Monday when our operation resumes. To check for your Tracking Information, we recommend to wait for the processing hours and once it is shipped, an automatic email will be sent out. You can also log into your account to see if you have the Tracking Information. If there’s no Tracking Info, that means the package has not been shipped yet.

     

    How can I be eligible for Free Shipping?

    We currently offer free First Class shipping for all US orders valuing over $40 (excluding applicable tax and applied coupons).

    Please note that the default shipping method is automatically selected as Priority Mail (3-5 business days). therefore requiring a manual selection for the free first class shipping option. Once your cart reaches the minimum amount of $40  (excluding applicable tax and applied coupons), the free shipping option will be made available for selection.

    Unfortunately, international orders are not eligible for free first class shipping, regardless of the order exceeding the $150 minimum requirement for eligibility.

    My package was marked delivered, but I have not received it. Is my package lost?

    During situations such as these, there are a few reasons why your package was marked as delivered, but not present at your delivery location:

    1. USPS scanned the package beforehand which reflects "Delivered" on your tracking information.
    2. The package was delivered to the wrong location.
    3. USPS  was unable to deliver the package properly. 

    At this time, please attempt the following steps to retrieve your package:

    • Contact USPS regarding your package.
    • Check with your neighbors to verify if the package was mistakenly delivered. 
    • Wait 72-hours for your package to arrive in the case that the courier was unable to properly deliver the package at the initial time of delivery. 

    If you are still unable to retrieve your package after following the previous steps, please contact us regarding this matter and we will assist you appropriately:

    I did not receive a Confirmation Number, where is it?

    Order confirmation emails are sent within 12-hours of the order being placed.

    If a contact email was not provided at the time of checkout, or an incorrect/invalid email address was entered, the confirmation email will not be properly sent to your inbox.

    Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. 

    If you are still unable to locate the email, please feel free to contact us:

    Emojismoke@gmail.com

    Can I cancel my order?

    We aren't able to modify orders after they are placed. There is no guarantee that we will be able to cancel it or make adjustments. We do have a limited window of time where we may be able to cancel order before they have begun processing with our shipping department.

    • Once an order has been processed for shipment, the order is no longer able to be canceled/refunded.

    If necessary, you may refuse the package at the time of delivery. 

    • Once we receive the package back at our facility, we will be able to modify or cancel the order for a refund.

    My order was shipped to the wrong address, what happened?

    If you have confirmed that the shipping address listed on your order is invalid/incorrect, you may contact USPS to arrange mail-forwarding, or to arrange pick-up at your local post office.

    CLICK HERE TO CONTACT USPS

    Alternatively, if the order’s tracking history shows that the courier returned your package to the original sender, we will be able to make the necessary adjustments to your order once it is received back at our facility.

    Please contact us via email regarding the matter with your updated shipping address and we will have it on file to update your shipping address:

    Emojismoke@gmail.com

     

    I received my package and an item was found to be missing/incorrect. Can you send me the product that I ordered?

    If you believe that an item in your order is missing/incorrect, please contact us immediately, and we will rectify the issue for you.

    Please provide us with a picture of the item(s) you received along with your paper invoice so that we may properly assist you on this matter.

    • Please be sure that the paper invoice is shown completely, allowing all text to remain visible.

     

     

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