Package Protection & Shipping Insurance Fees

To provide our customers with package protection and shipping insurance, SouthSmoke.com will now be collecting two fees with every order.

Compliance Fee

A compliance fee of $0.99 on all orders covers identity and compliance fees that SouthSmoke.com incurs to be able to continue to provide clients with an online portal to shop. (Online age gate portal, security verification, UPS compliance, etc.)

Shipping Insurance Fee

A shipping insurance fee of $0.98 on orders under $100 in merchandise value or cost of 2% of the merchandise value on orders more than $100. By providing shipping insurance, SouthSmoke.com is able to continue to offer low shipping rates.

Lost Items Policies

Packages Presumed to be Lost

Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Invalid Address or Delivery Barriers

Sometimes carriers cannot deliver the customer's package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to SouthSmoke.com. The customer's package is not actually lost, thus Package Protection does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to SouthSmoke.com.

The exception is perishable items (e.g. tobacco).

Only Part of the Order Delivered

If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Package Protection does not cover the order issue. The customer will be referred to SouthSmoke.com.

If a single order is being shipped in multiple packages and one package does not arrive, Package Protection will cover the order issue and reorder or refund the value of the undelivered package.

If SouthSmoke.com forgets to ship an item from the customer's order, the customer needs to reach out to SouthSmoke.com to have the missing items fulfilled.

Packages Labeled "Return to Sender"

Package Protection does not cover packages labeled return to sender because the order has been sent back to SouthSmoke.com. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.

At our discretion, we may cover the order issue if the returned item is perishable or if SouthSmoke.com is unable to reuse it.*

Package Protection covers the customer's order if the package gets lost in-transit back to the sender.*

*Please note: Package Protection timeframes for filing apply.

Order Stuck in Customs

Package Protection cannot cover when a customer's order is stuck in international borders/customs.

The customer's next step is to pay the customs fees in order to receive the package.

If Package Protection replaces something the customer has already paid customs on, under Package Protection's discretion, Package Protection can approve and pay customs the second time.

Order Marked as Unfulfilled or Unshipped

If the customer's order is marked as unfulfilled or unshipped, the order has not been fulfilled yet by SouthSmoke.com (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).

Package Protection does not control how quickly SouthSmoke.com ships the customer's order. Package Protection is not yet in action because the order has not shipped.

Order Issue Filed Too Soon

If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Package Protection may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it is still in transit.

Stolen Items Policies

Delivered But Missing Package

At our discretion, Package Protection requires a police report when the customer's package is marked as delivered.

Customer files the police report and includes an explanation that the package protection company has protected the customer's package that has been stolen. To process the order issue, Package Protection is requiring a police report.

Send Package Protection the police report PDF & number in the order issue.

Upon request, Package Protection can require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony.

**Order issues for packages marked "delivered" yet not received are considered by Package Protection as stolen and must be filed 5 days after "delivery date" but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

Filing a Police Report

On orders over $100, Package Protection requires evidence of the police report.

Customer files the police report and includes an explanation that the package protection company has protected the customer's package that has been stolen. To process the order issue with, Package Protection is requiring a police report. Once filed, the customer sends Package Protection the police report PDF & number in the order issue.

Upon request, Package Protection can require additional documentation (e.g. proof of identity, address, etc.).

Delivered to Wrong Address

If the customer input the correct address at checkout and the package was delivered to the wrong address, Package Protection considers this as stolen and we will replace the order on behalf of the customer.

Damaged Items Policies

Broken Items

If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.

The customer does not need to ship it back to SouthSmoke.com (unless SouthSmoke.com indicates otherwise).

Damaged Items

A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

Package Protection does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a 15-30% refund depending on the severity of the cosmetic damage.

Package Protection requires further evidence of the customer's damaged item (i.e. more photos, videos, etc.).

Subscription Items

For existing subscriptions where your customers have purchased Package Protection, if any of your customer's items in the subscription were lost, stolen, or damaged in transit and can be purchased individually, Package Protection will reorder them. If the items cannot be purchased, then Package Protection will refund the items.

Package Protection cannot reorder and create an entirely new subscription because Package Protection would be paying for the customer's monthly subscription.

Customized Items

Package Protection cannot reorder customized items for the customer because of the additional liability of ordering the customer's custom item incorrectly. Package Protection can offer a refund instead.

Out of Stock

Package Protection does not have visibility to SouthSmoke.com's inventory or when they will have the customer's item back in stock.

Package Protection can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it is back in stock.

General Policies

Input Wrong Address

If the customer entered the wrong address at the time of order, Package Protection does not cover this.

The customer needs to reach out to SouthSmoke.com to remedy the incorrect address.

Quality Control

If the customer is unsatisfied with their product, Package Protection is not a product replacement plan and the order issue cannot be approved.

The customer needs to reach out to SouthSmoke.com. This request may be covered under SouthSmoke.com's return policy.

Too Late to File

Package Protection can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Package Protection will deny the order issue according to these policies:

Order issues for packages marked "delivered" yet not received and where there is no evidence of "porch piracy" must be made 5 days after "delivery date" but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."

Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited Shipping Hasn't Arrived

If the customer's package is delayed for whatever reason, Package Protection will not cover it.

Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.

If the customer paid for expedited shipping but the package arrives outside of the expected window, Package Protection will not cover it.

Payment Installment Companies

For payment installments (Sezzle, Afterpay, etc.), it is the customer's responsibility to pay the payment installment company directly.

Once Package Protection refunds the customer for their order, the customer must pay their installments to the payment installment company directly.

No Tracking Information

Package Protection reserves the right to deny order issues where no tracking number/information is available. In these instances, Package Protection will reach out to SouthSmoke.com to see if one can be provided.

Package in Pre-Shipment

Package Protection reserves the right to deny order issues where package tracking is marked as "pre-shipment".

Non-Sanctioned Shipping Address

Package Protection is based in the United States of America. Due to shipping policies in the US, Package Protection will not cover order issues for items shipped to countries that are not sanctioned by the US.

Closed Order Issues

If a customer does not respond within 5 days, Package Protection will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn't Want Package Protection

Package Protection is automatically added to all orders at SouthSmoke.com.

Checkout Requires ID Verification

Package Protection does not upload our employee's proof of ID to replace the customer's order.

If the customer ordered from a store that requires the extra ID verification step, Package Protection can offer the customer a refund instead to protect each party's identity.