Refund & Return Policy

Last updated: August 3, 2026

We want every order to arrive correctly and in good condition. Because we sell age-restricted consumable products, most items cannot be returned or exchanged. This policy explains what is covered and how to request help.

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Quick Summary

·   Sales of consumable products are final.

·   If your order arrives damaged, incorrect, or incomplete, contact us within 48 hours of delivery.

·   Approved claims may receive a replacement or store credit, depending on product availability.

·   Orders can only be canceled before they enter fulfillment or receive tracking.

·   Email info@tensmoke.com for support. Please allow 1–2 business days for a response.

1. Final Sale Products

For safety and compliance reasons, we do not accept returns or exchanges on opened or unopened products intended for ingestion or inhalation, including:

·   Kratom, botanicals, herbal products, powders, capsules, liquids, tinctures, gummies, and supplements

·   Hemp-derived products, edibles, pre-rolls, vapes, and similar consumable products

·   Any other age-restricted consumable product

Please review the product description, ingredients, size, quantity, shipping restrictions, and legal notices before placing your order.

2. Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains the wrong item, or is missing an item, contact us within 48 hours of delivery.

Please include:

• Your order number
• A brief description of the issue
• Clear photos of the shipping package, shipping label, product, and damage when applicable

After reviewing the claim, we may replace the affected item or issue store credit, depending on product availability and the circumstances of the order.

Please keep the original packaging and affected products until the claim is resolved. We may need additional information to complete the review.

3. Packages Marked Delivered but Not Received

If the carrier marks your package as delivered but you cannot locate it:

1. Check with household members, neighbors, front desk staff, or building management.

2. Check all areas where the carrier may have left the package.

3. Wait 24 hours, because some carriers mark packages as delivered before final drop-off.

4. Contact the carrier using the tracking number.

If shipping protection was purchased at checkout, submit a claim through the protection service shown on your order.

10 Smoke cannot guarantee replacement or store credit for packages confirmed as delivered by the carrier. Contact us if you need order information for a carrier or protection claim.

4. Cancellations and Order Changes

Contact us as soon as possible if you need to cancel or change an order.

An order can only be canceled or modified before it enters fulfillment or receives tracking. Once fulfillment has started or tracking has been issued, we cannot guarantee a cancellation or change.

5. Refused, Returned-to-Sender, or Undeliverable Packages

An order may be returned to the sender because of an incorrect or incomplete address, refusal, failed delivery attempts, or other delivery issues.

When this happens:

• Original shipping charges are not refundable.
• Consumable products returned through the mail cannot be resold or shipped again for safety reasons.
• Eligible credit, if approved, is issued as store credit only.
• A restocking or handling fee may apply if it was clearly disclosed before purchase.

Contact support after the tracking shows that the package is returning to the sender. We will review the order after it arrives back at our facility.

6. Age Verification

By placing an order, you confirm that you meet the minimum legal age required for the products in your location.

Orders that do not pass age verification may be canceled. Any non-refundable verification or processing charge must be disclosed before the order is placed.

7. Payment Disputes

Please contact info@tensmoke.com before opening a payment dispute so we have an opportunity to review the order and help resolve the issue.

We may provide order, shipping, delivery, communication, and age-verification records when responding to a dispute. Nothing in this policy limits any rights available to you under applicable law or through your payment provider.

8. How to Request Support

Email: info@tensmoke.com

Response time: 1–2 business days

Include your order number and the email address used at checkout. For damaged, incorrect, or missing items, contact us within 48 hours of delivery and include the requested photos.