General Questions & Answers:
Q- How long will it take you to answer my email?
A- We normally respond to any emails we have been sent within 24 hours. Due to the large volume of emails we receive on a daily basis, a response may sometimes take a little longer to come back to you but we do answer any emails we receive as soon as possible. Please rest assured that we read every single email we receive. In the event you need to speak to us urgently please phone +1 920-710-2003.
Q- How do I know that you are a legitimate business?
A- We have been trading online since 2006. We are a fully registered company, VAT applicable and welcome any enquiries. We also run a SSL certificate from Globalsign (Alpha SSL), who are world renowned. We have real people to answer the phones and we ship and house all of our products in our own warehouses.
We display our full address and contact details and you are welcome to email our Customer Service team with any questions you may have.
Q- Why I haven't received my order confirmation/dispatch emails?
A- Whenever you place an order with us, a confirmation email is sent to you with details of the order you have made. As soon as your order is processed and dispatched, a second confirmation email is sent to you indicating that your order is now in its way to you. If you have not received these emails, it is possible they may have been caught in your spam mail folder. It is advisable to look through your spam mail and see if your confirmation emails have appeared there, as you can then make adjustments to ensure that they come through to you without issue in the future. It is also possible that there may have been some sort of error with your confirmation emails not reaching you, either because of server issues or problems in transit. If in doubt as to the status of your order, try logging in to Your Account if you made one for your self already or Send us and email containing your Full name, Zip code, Email address and the date of your purchase.
Q- How come your prices are so cheap?
A- We have been in business for a long time and we are a wholesaler of these products even we are a direct distributor of some of the items. we are directly connected to the distributors contacts that can supply us with great quality stock. This is coupled with the fact that we buy all of our stock in large quantities so that we can offer our customers a fantastic range and superb, affordable prices.
Ordering Questions & Answers:
Q- How do I place an order?
A- At the bottom of the page there is a Website Guide => How to order; it is the best pace you can learn how to order on www.smokewrap.com
Q- What is my 'Shopping Cart' and how do I use it?
A- Think of your shopping cart as an online version of a real shopping cart that you would use whenever you go to the store to buy groceries.
Just like a real shopping cart, you can add items, remove them and change the quantity of each item if you want more than one. To add an item to your shopping cart simply click on 'Add To Cart' and you will be taken immediately to your cart. Here you can make adjustments to any products you may have chosen, and can remove any that you added by mistake. You can then either checkout or continue shopping. If you want to access your shopping cart without adding a product, simply click on the 'View Cart' button available in the 'Shopping Cart' box at the top right corner of the page.
Q- What payment methods are available?
A- We offer a number of payment methods at the bottom of the page in Payment Methods section. Click on the Payment Method and read the information.
Q- Can I pay by cash, cheque, postal order or bank transfer?
A- For the customer facility we made all the payment methods available. We can accept COD (Cash on delivery) only for the customers who purchase over 5k, Cheque, postal order or bank transfer, Visa, MasterCard, Visa MasterCard, Debit Cards and PayPal. We care a great deal about keeping your information and money safe and secure, and we believe the best way to do this is to accept payments system.
Q- How secure are my credit card details?
A- We pride ourselves on a second-to-none security system, as provided by the world-renowned 'Global Sign (Alpha SSL)', which uses military-standard 128-bit Secure Socket Layer technology to ensure that your personal information is transferred to us safely. Our payment gateway is provided by Secure Trading. At no point do we see your card details and we do not have access to them. They are stored on a secure server and are encrypted for your protection.
Q- What will appear on my credit card statement?
A- Your credit card statement will display the name ‘Smoke Wrap’
Q- How do I know if you have received my order?
A- As soon as you place your order you will receive an order confirmation email at the email address you specified. This email will contain a summary of the products you ordered, the total cost and includes an order number which you can quote if you have any queries regarding the status of your order. You will receive a further email as soon as your order has been dispatched, indicating the order is now on its way to you. You can also sign in your account and view your order history.
Q- How long will it take to process my order?
A- We start processing your order in an hour you place it in the business days but the length of time an order takes to be processed is dependent on how your details pass through our system. Whenever a customer places a Credit/Debit card order, the card information is rigorously checked to ensure maximum security and prevent potential credit card fraud. Your bank will may require security checks to validate your purchase. If all of the details are correctly matched and verified, your order will be processed as soon as possible. If there are any issues, a member of staff may be required to look into the situation and may contact you to verify some details. 99.9% of orders are dispatched same day as the order placed.
Q- Can I cancel my order?
A- Providing you contact us before your order is dispatched and ideally as soon as possible after making the order, you should be able to cancel your order without a problem. To do this, email or phone us with your order number in hand. If the order is still being processed, we will cancel the order for you. If it has already been dispatched there is nothing we can do. You can refer to our Return Policy for more information.
Q- I think I may have been charged too much for my order. Why is this?
A- If you think you may have been charged more than you expected, it is more than likely because we take all of our payments in USD. This means that, in most cases, the amount specified on your bank statement is correct but is simply in your own currency, not United State currency. For this reason, we ask that all our overseas customers please convert the amount showing on their bank statement into USD and see if the amount is correct. If it is not correct and you still feel there is an issue, please Contact Us and we will be happy to look into the matter further.
Delivery Questions & Answers:
Q- What delivery methods are available?
A- Smoke Wrap has a range of shipping methods to suit both our domestic and international customers. These vary in cost and delivery time. We advise customers to take a look at our shipping methods which is found on the footer of our smokewrap.com home page, and contains a breakdown of our shipping methods and how long each will take to deliver the product to you. Please note special delivery is not guaranteed on a Saturday.
Q- How long will it take to receive my order?
A- The time it takes for our customers to receive an order depends entirely on the locale, the shipping method chosen and the date the order was made. We advise customers to take a look at our shipping methods, this contains a breakdown of our shipping methods and how long each will take to deliver the product to you.
Please be aware that the stated delivery times, although often accurate, do vary depending on delays within the postal system. Any delays that occur during transit are entirely down to the postal service in charge of delivering the parcel.
Q- My order has not arrived, what should I do?
A- If your order is slightly delayed, you can email us for assistance at email@example.com, however, to save time you may want to check the tracking number via the postal company shipping your order or read their delivery guidelines depending upon your destination, orders can take anywhere between 1 and 10 working days for delivery. The US and Canada is generally 1-4 working days.
Q- Express International Courier
A- Express international courier will take 2-4 working days once it has been dispatched. There will be times delivery may be outside of this timeframe, in particular for destinations outside of main city areas.
Q- Can I track my package?
A- Yes, you can track your package depending on the delivery method chosen. The tracking number will be sent in a confirmation email as soon as your order is dispatched and on its way to you. If you have chosen a delivery method that does not feature tracking, this will not be available.
If, for some reason, you did not receive a confirmation email when your order is dispatched but would still like to track your parcel, simply email us with your order number and a member of staff will supply you with the tracking number.
Q- How is my order packaged?
A- All of our orders are sent in discreet packaging; typically plain envelopes or brown boxes. There is no reference to the website featured on the package, and the label will display a delivery address only.
Q- I think my package is lost, what can I do?
A- Compensation is available on most delivery methods, with the exception of Standard International Mail. If you feel that your package has been lost in the postal system, please contact us and one of our customer support advisors will help you work with the courier that was transporting your package to resolve the matter.
Returns Fund Questions & Answers:
Q- Can I return an item that I am not satisfied with for a refund/exchange?
A- If you wish to return an item for any reason you can do so, but you must first confirm that this is possible by contacting smokewrap.com email or post. Any goods returned to us without prior consent are sent back to you at your cost.
You must ensure that you return the item within 30 days of receiving your order. We will refund the cost of the items but the shipping is non-refundable. For more information about our return policy please visit our return policy page.
Q- What can I do if I have received a faulty/damaged product?
A- In the highly unlikely event that an item sent to you is found to be faulty, you may send it back to us for a replacement. We will refund the cost of sending the item back to us. We will not accept extra charges for other courier services or guaranteed next day services. Overseas, items should only be sent back using your country's national postal service. We recommend using an insured delivery method, however, we will not accept extra charges for FedEx or other overnight courier services.
Please make sure that you have clearly read any instructions that may have come with the product, or may be displayed on our website, as products found not to be faulty when they come back to us will be sent back to you at your cost. Please note that our return policy also applies.
Q- Can I exchange the item I have received for something else?
A- If you would like to exchange your items for different products in our range, you may do so within 7 days of receiving them. Items returned for exchange must be in a new and unused condition. Please detail which items you would like as replacements. We will charge your card for the cost of sending these replacements out to you, as well as any extra balance that your updated order may incur. Please note that our return policy also applies.
Account Management Questions & Answers:
Q- I can't login to my account, what do I do?
A- The first suggestion would be for you to delete your browser cookies and cache. We find that this resolves 99% of login problems instantly.
In Internet Explorer, you would simply need to click on 'Tools > Internet Options' and on the window that appears, click on the 'Delete Cookies' button to delete the cookies from your computer and 'Delete Files' to clear the browser's cache. Now when you try and log in, everything should work fine.
If you're still having problems, please email us for our assistance and we will look into this further.
Q- What can I do if I forget my password?
A- If you have forgotten your password and need to retrieve it, simply click on the ‘Forgot Your Password’ link in the 'Member Login' box. This will display a page with a box in which you need to enter the email address you registered your account with. Once this is done, click on the 'Reset Password' button and an email containing your new password and an activation link will be sent to you. When you receive this email, click on the activation link to activate your new password. You can then log back into your account and change your password to something more memorable by looking in the 'Change your account details' section of your account.
Q- Can I change my personal details?
A- You can change some of your account details at any time. To do so, log in to your account and click on 'Your details'. Here you can specify a new email address, change name and country details, and select whether or not you want to be included on the smokewrap.com Mailing List. You can also turn off or turn on newsletter delivery, and can also alter your username and password combination.
Q- Can I change my newsletter subscription settings?
A- Yes and you can do this by logging into your account and clicking on 'Your details'. This page allows you to change a number of details on your account. Look for the box describing the Mailing List. Simply select or deselect the option depending on what you want or do not want.
Q- Can I track my order status via my account?
A- Yes, you can check on the status of your order or orders by logging in to your account and clicking on the 'Order History' link. You will then see a page entitled 'Order History', and a listing of your present and past orders with their status is displayed. You can click on the order number of any particular order listed to see a listing of the products you ordered.
Q- Can I view a history of my orders?
A- To a view a history of your past orders, log in to your account and click on 'Order history'. This will display a history of your orders. By clicking on the order number, you can view detailed information about the products you ordered at the time and can also see their status.