Refund Policy
We have a 15-day return policy to be eligible for a full refund and a 30-day return policy to be eligible for store credit. All refunds are issued back to the original form of payment, and all store credit is issued in the form of an electronic gift card to www.frankiesmoke.com.
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 full 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.
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 5 business days.
To initiate a return, contact us at sayhigh@frankiemsoke.com and include your order# (if known, or the name the order was placed under) in the subject line of the return.
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.
Please note that returns will need to be sent to the following address: 370 Henry St, Cobourg, ON, K9A 3Y9, Canada. 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 by emailing sayhigh@frankiesmoke.com and include "local return" in the subject line of your email). You may return the shipment using the carrier of your choice, but note the return package must have tracking (we will ask you to provide the tracking number once shipped).
You can always contact us for any return question at sayhigh@frankiesmoke.com, or by calling 289-221-8751.
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 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 10 business days have passed since we’ve notified you about your return, please contact us at sayhigh@frankiesmoke.com or phone 289-221-8751 to receive more details.