Return Policy
At USMMOKE, we carefully check orders before dispatch. If there is a problem with your order, contact our customer support team so we can review the situation and explain the available next steps.
Return Request Period
Return requests must be submitted within 7 days after delivery.
Submitting a request does not automatically guarantee that a return, replacement, or refund will be approved. All requests are reviewed according to the condition of the products, the circumstances of the order, and applicable health, safety, hygiene, carrier, and legal requirements.
Damaged, Incorrect, or Incomplete Orders
If your order arrives damaged, contains an incorrect product, or is missing an item, contact customer support within 7 days after delivery.
Please provide:
- Your order number
- The email address used during checkout
- A clear description of the issue
- Clear photos of the shipping package
- Clear photos of the products received
- A photo of the shipping label, when available
Please keep the original packaging and all products until our support team has completed its review.
Return Eligibility
To be considered for a return, an item generally must be:
- Unopened and unused
- In its original packaging
- In the same condition in which it was received
- Supported by valid order information
- Submitted for review within 7 days after delivery
- Approved for return by customer support before it is sent back
Non-Returnable Items
Unless a product arrived damaged, incorrect, or otherwise qualifies under applicable law, we generally cannot accept returns for:
- Opened or used products
- Products with damaged, removed, or altered packaging
- Products that cannot be resold for health, hygiene, safety, or legal reasons
- Items returned without prior authorization
- Items damaged after delivery because of improper storage or handling
- Products purchased from another website or seller
- Return requests submitted more than 7 days after delivery
Return Authorization
Do not send any product back before receiving return approval and instructions from customer support.
Unauthorized returns may be refused, delayed, or returned to the customer. If a return is approved, our support team will provide the applicable return address and instructions.
Refunds and Replacements
After an approved return or claim has been reviewed, the available resolution may include:
- A replacement
- A refund to the original payment method
- Store credit
- Another appropriate resolution agreed upon with customer support
The resolution depends on the circumstances of the order, the condition of the products, and the supporting information provided.
Refund processing times may vary depending on the payment provider. After a refund has been issued, additional time may be required before it appears in the customer’s account.
Return Shipping Costs
When an approved return is caused by a damaged, incorrect, or incomplete order, customer support will explain the applicable return or replacement procedure.
For an approved return that is not caused by a product quality problem, shipping damage, an incorrect product, or a missing item, the customer is responsible for the return shipping cost.
Shipping and handling costs connected with refused, unauthorized, incorrectly addressed, or otherwise undeliverable returns may also be deducted from an available refund where permitted by law.
Order Changes and Cancellations
If you need to change or cancel an order, contact customer support as soon as possible.
We will make reasonable efforts to assist, but changes or cancellations cannot be guaranteed after an order has entered processing, been prepared for dispatch, or been transferred to the carrier.
Refused or Undeliverable Packages
Orders refused at delivery or returned because of an incomplete, incorrect, or undeliverable address will be reviewed individually.
Available refund or reshipment options may be affected by carrier fees, reshipment costs, product condition, and applicable legal restrictions.
Contact Customer Support
For return, replacement, refund, or order-related assistance, contact us:
Email: [email protected]
Phone: +1 (951) 357-4981
Important: Never send your password, complete card number, CVV, verification code, or payment credentials by email or phone.
