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What do I do if my order is incomplete, incorrect or damaged?
Please be advised that we take every precaution in making sure that your order arrives in perfect condition. If your order is missing merchandise, incorrect, or damaged, please immediately submit an electronic inquiry via our Contact Us page. Damaged and/or missing merchandise must be reported to our company within (72) seventy two hours, but not to exceed (7) seven business days from the time of delivery to ensure that your cargo claim is processed and approved in a timely manner. Failure to report damaged and/or missing merchandise within (7) seven business days from the time of delivery may result in your cargo claim being denied by the shipping carrier and our company. Once a support ticket is established with our customer service team, we will help you throughout the claims process to effectively coordinate the information we require in order to achieve the resolution of your inquiry. Please understand that damage claims do take time to process with the applicable shipping carrier and we appreciate your patience and ongoing cooperation during this process. Please understand that merely submitting a support ticket regarding incomplete, incorrect, or damaged merchandise is only the first step and that we do require your continued cooperation throughout the claims process. Without your continued cooperation, your claim may be closed and otherwise denied for any unreasonable delay, lack of activity or responsiveness on your part. Do not ship your damaged item back to our facility at any time as we do have a clear procedure to follow and we shall not be responsible for any loss or further damages caused in doing so.
Cargo Claim Frequently Asked Questions
1. Who can file a claim?
The recipient of the merchandise received by SouthSmoke.com may file a claim with our company. Please make sure that the recipient has obtained prior authorization from SouthSmoke.com in order to file the claim.
2. When should I file my claim with SouthSmoke.com for domestic shipments?
Concealed loss and damaged packages must be reported within 72 hours from the time the shipping carrier indicates the merchandise was delivered to the recipient. Click Here and follow the step by step claim instructions to submit a cargo claim with SouthSmoke.com. You may also submit a Cargo Claim request using the RMA Tools found in the My Account section of SouthSmoke.com.
3. How long will the claim resolution process take?
Most cases will normally be resolved 5 to 7 days after we receive your claim form and additional claim documentation, unless additional time for research is needed.
4. What should I do with the shipment packaging?
Keep all original packaging, including cartons and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to the shipping carrier for inspection.
If you still have questions about the Cargo Claim process at SouthSmoke.com, please send us an electronic inquiry via our Contact Us page.