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Friday, March 16, 2018

Customer Service

Have a Question or Need Assistance?
We are here to help. You can 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.
Privacy & Security

We collect information from you when you register on our site, place an order, subscribe to our newsletter or respond to a survey.
When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

  • To personalize your experience (your information helps us to better respond to your individual needs)
  • To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you)
  • To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)
  • To process transactions- Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
  • To administer a contest, promotion, survey or other site feature
  • To send periodic emails- The email address you provide for order processing, will only be used to send you information and updates pertaining to your order. Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to?keep the information confidential.
After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be kept on file for more than 60 days.

Please click here to view our full Privacy Policy

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.

Updating Account Information
Please log-in to your account to make any changes or updates.