Have a Question or need assistance?

For all questions, we recommend that you start by consulting our FAQ page. You can also check out our product questions by clicking on the link next to the product you have a question about.  If you don’t see the answer to your question, you can choose to ask your question directly on the product page and someone will respond within 24-48 hours.  Or, contact us by phone at 619-596-9600.  We make getting the answers to your questions as easy as possible.  Don’t forget that you can also log-into your account and use our HELP DESK to get answers as well.

Our Address:

Imperial Smoke
10870 Hartley Rd. Suite # B
Santee, CA 92071

Shipping & Delivery

Free shipping is supplied by USPS.  Imperial Smoke is only available to US customers with a USA shipping address.  Once your order has been packaged and ready to ship, you will be emailed a tracking number, which can be tracked via the USPS website.  New orders are typically packaged and ready for shipment within 48 hours of ordering.  Once shipped, your order will take approximately 5-7 days to be delivered.

• FREE USPS Shipping on orders over $50
• $4.95 Flat Rate USPS First Class for smaller orders
• If you have any questions about shipping times, please visit your carrier’s website for additional information.

Please Read Urgent Message Regarding USPS Shipping Delays: Due to significant layoffs, closures and other changes with the United States Postal Service, it may take longer than the estimated 5-7 business days to receive your package. Tracking information may not appear on USPS.com after we ship, as packages are not required to be scanned until delivery. We apologize to our customers affected by the USPS delays.

Returns & Replacements

Imperial Smoke is committed to delivering the highest-quality customer service experience. If for any reason you are not completely satisfied with your purchase, you may return your order within 30 days for a refund. Please allow 1-2 weeks for processing. All refunds will be issued to the credit card used for the original purchase. If items are missing or are in poor condition the retail cost of these items may be deducted from any refund.

NOTE: All refund requests MUST be completed by logging into your account and completing the RMA request online form.  Once logged into your account you can find the RMA link under the "My Account" section.  All returns must be received within 30 days from the date of the original shipment, and include all items from the original order. We reserve the right to refuse any refund or to issue a partial refund for any request that does not meet these requirements. We recommend that you return your order via traceable mail as we do not take any responsibility for undelivered returns.

Warranty

All orders come with a 1-year warranty, giving you the peace of mind that should your Imperial Smoke products need repair or replacement within the first year of purchase you will receive this service free of charge.  The 1-year warranty does not include batteries, carotomizers, disposable E Cigs, desposable hookah, or cartridges.

For more information on Imperial Smoke Electronic Cigarettes, click here.