Refund & Return Policy

Last updated: December 2nd, 2025

Thank you for shopping with us. We aim to ensure all customers have a smooth and reliable experience. Because we sell age-restricted and consumable products, our refund and return policies have specific requirements. Please read them carefully before placing an order.

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1. All Sales Are Final on Consumable Products

Due to the nature of our products, we do not accept returns or exchanges on any of the following:

• Opened or unopened consumables

• Herbal products, kratom, botanicals, gummies, powders, liquids

• Capsules, supplements, tinctures

• Any product intended for ingestion or inhalation

This policy helps ensure product safety and compliance with federal and state regulations.

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2. Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, or missing items, you must notify us within 48 hours of delivery.

To submit a claim, provide:

• Your order number

• Photos of the packaging and product

• A brief description of the issue

We will replace the affected item(s) or issue store credit, depending on availability.

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3. Lost or Stolen Packages

Once a package is marked Delivered by the carrier, we are no longer responsible for lost or stolen items.

If your package shows Delivered but you did not receive it:

• Check with neighbors/household members

• Wait 24 hours (carriers occasionally mark early)

• Contact the carrier directly

If you purchased shipping protection at checkout (e.g., Route, ShipAid, or another provider), please file a claim through that service.

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4. Cancellations

Orders can only be cancelled before they are shipped.

Once tracking has been generated or the package has left our facility, the order cannot be cancelled or modified.

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

If an order is returned due to incorrect address, refusal, or failed delivery attempts:

• The original shipping fees are non-refundable

• A 20% restocking fee may apply

• Refunds are issued as store credit only

Consumable items returned to us cannot be reshipped or refunded for safety reasons.

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6. Age Verification Policy

By ordering, you certify that you are 21 or older (or the minimum age required in your state).
Orders failing age verification will be cancelled and refunded minus verification/processing fees.

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7. Chargebacks & Fraud

Any chargeback filed without first contacting our support team will be treated as fraudulent activity.
We provide full documentation—including tracking, screenshots, and age-verification logs—to your card issuer during disputes.

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8. How to Request Support

For any issues covered above, please reach out:

📧 Support Email: info@tensmoke.com

⏱ Response Time: 1–2 business days