Refund Policy
OVERVIEW:
15-day return policy to be eligible for a refund.
All refunds are issued back to the original form of payment.
30-day return policy to be eligible for store credit.
Store credit is issued in the form of an electronic gift card to www.frankiesmoke.com.
Please note that if your order was fulfilled within our standard processing times, and shipped with your requested carrier & service, the shipping fees initially paid on orders are non-refundable.
Return shipping costs are the responsibility of the customer. Please ship return boxes back to us with tracking information. If the package is not trackable we have no way to guarantee a successful return/refund.
Once your return package has been received back at our fulfilment centre and has been inspected, the refund or store credit will be issued within 1-2 business days.
HOW TO START YOUR RETURN:
To initiate a return, email sayhigh@frankiemsmoke.com and include your order number. You can locate your order # in the order confirmation email, or on the hand-written card in your package.
If you are having trouble locating the order number, it's not problem, simply send us an email and we can assist.
RETURNS REQUESTED WITHIN 15 DAYS OF RECEIPT:
Please email sayhigh@frankiesmoke.com within 15 days of the delivery date of your parcel to receive a return authorization # and instructions on how to return your item(s) in order to receive a refund back to the original form of payment.
RETURNS REQUESTED WITHIN 16-30 DAYS OF RECEIPT:
You may still request a return authorization for up to 30 days from the delivery date of your parcel. Please email sayhigh@frankiesmoke.com for an authorization # and return instructions. Returns within this time are only eligible for store credit.
RETURN ELIGIBILITY:
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
To be eligible for a return, you must contact us prior to sending back your package.
To guarantee your return is successful, please ship packages with tracking information.
ESTIMATED PROCESSING TIME:
Once a return package is received at Frankie HQ it will take 1-2 days for the refund to be issued, and can take up to 5 business days for the refund to be seen on your banking/account records.
WHERE & HOW TO SEND BACK YOUR RETURN:
Ship returns to:
370 Henry St, Cobourg
Ontario, Canada
K9A 3Y9
Phone:289-221-8751
Returns must be shipped via post, they can not be hand delivered to the above address unless otherwise arranged. Arrangements can be made by contacting our customer service department at sayhigh@frankiesmoke.com, please include "local return" in the subject line of your email.
You may return the shipment using the carrier of your choice, but we strongly recommend shipping with tracking information. Only returns sent back with tracking information are guaranteed to be processed.
You can always contact us for any return question at sayhigh@frankiesmoke.com, by calling 289-221-8751, or messaging us on the website chat (bottom right of screen).
ADDITIONAL INFORMATION:
Damages and issues upon receiving an order:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Email sayhigh@frankiesmoke.com and include "damaged item(s)" in the subject line.
Exceptions / non-returnable items:
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We will not accept returns that contain any other products that are not FRANKIE SMOKE merchandise - ie hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We do not accept returns on sale items or gift cards.
Exchanges:
The fastest way to ensure you get your desired product is to return the item you have, and once the return is initiated, make a separate purchase for the new item. If you have questions or would like to initiate an exchange please email sayhigh@frankiesmoke.com and include "Exchange" in the subject line with your original order number.
Refunds:
We will notify you via return email once we’ve received and inspected your return, and let you know if the item(s) is/are eligible for a refund.
If approved, you’ll be automatically refunded on your original payment method within 1-2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund (usually within 5 business days).
If more than 10 business days have passed since we’ve notified you about your return, please contact us and we will look into things to ensure the refund was processed properly.