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Returns and Exchanges

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SouthSmoke.com offers a quick and easy online interface to assist in filing your complete loss claim. While we regret to hear that the order you recently placed with SouthSmoke.com was not delivered by the shipping carrier, rest assured that we understand your disappointment and the inconvenience that was caused due to the shipping carrier not delivering your order and are here to assist you through this step by step process. Our goal is to make sure you are completely satisfied and to resolve this claim in a timely manner.

In order to proceed with filing a complete loss claim with SouthSmoke.com, please follow the step by step procedures below only if you meet the following requirements:


 
Complete loss claims must be reported within 7 business days from the time of delivery or estimated delivery date.
  
You must be the person listed on the original order that either purchased or received merchandise provided by SouthSmoke.com.
  
The shipping address provided to SouthSmoke.com must be verified for accuracy and you must check with your family, friends, and neighbors at your location if your package shows it has been delivered and you have not received your merchandise. If the package tracking indicates that your package is still in transit with the shipping carrier, then you should only file a complete loss claim if you have not received your package by the estimated delivery date located on the tracking page in your SouthSmoke.com account.
 
Please login and access the My Account section at SouthSmoke.com and click on "View My Orders" to access the list of orders that you have placed with our company.
 
Scroll to the specific order in question and click on the "RMA Tools" link to file an RMA request with SouthSmoke.com.
 
Complete the RMA form for the specific order in question and click on the Submit button to file the RMA request with SouthSmoke.com
 
SouthSmoke.com will file a cargo claim on your behalf with the shipping carrier to try and resolve this inquiry in a timely manner..
 
SouthSmoke.com may require that you submit a signed and certified letter on your stationary confirming that your package has not been delivered and the measures you have taken to try and locate your package. Other documentation may also be required. If so, you will be notified via email and will be required to submit this information for further assistance with your claim.
 
The shipping carrier may initiate a tracer request on the package to try and locate the package you are reporting as missing and not delivered. The shipping carrier may take up to seven business days to try and locate your package. Additional time may be required by the shipping carrier but typically most packages that are reported as lost are located and properly delivered by the shipping carrier to your location. If the package is delivered by the carrier to be lost, your cargo claim will automatically be approved by the shipping carrier and SouthSmoke.com will be electronically notified by the carrier regarding the outcome of this tracer request.
 
Once your claim is approved, SouthSmoke.com will issue a replacement shipment containing the missing contents of your order to the shipping address as listed on the original order request.
 
In the event that we require additional information, a SouthSmoke.com representative will either contact you via email or telephone.
  
Typically, complete loss claims are resolved within seven to ten business days from the time you properly file and complete this claim with SouthSmoke.com.
  
Your patience and cooperation is greatly appreciated while we assist in resolving this inquiry to your satisfaction.