HighRollerSmoke’s Shipping, Refund, and Return Policy 

HighRollerSmoke offers free shipping anywhere in the contiguous U.S. (lower 48) on all orders over $50, as well as paid shipping to any additional U.S. Province.

We extend our absolute best efforts to fulfill orders placed before 2:00 pm EST in the same business day, however, we reserve the right to use 1 business day for processing and handling. Any orders placed after 2:00 pm EST will not be processed until the following business day. Holidays will affect the shipping times.

In the event that the postal services are unable to deliver a package to the address provided due to customer error, the package will be returned to our facility. Once it is returned, the customer will be billed the appropriate amount to attempt a second delivery. We do NOT offer continuous free shipping beyond the initial attempt. Any orders under $50 must pay for all postage costs.

We accept returns on unused products within 4 days of delivery. We do not accept used, cracked, or broken product returns under any circumstances. All returns MUST have a valid RMA number.

Returns due to personal preference will incur a 25% restocking fee (Minimum $5). 

Refunds processed through Sezzle will incur an additional 15% fee from their system.

We only process refunds through the card used to make the purchase. In the event that the card is no longer active, we will process the refund as store credit. 

Please Note: All glass on our website is handmade, and therefore, color or shape may vary slightly from the photo or description listed. Because these are hand made artisan pieces of glass, our return/refund policy only applies to structural damage that has occurred during shipment and threatens the integrity and/or function of the item. Requests to return due to slight differences will be charged this restocking fee!

We do NOT accept repeat returns on the same product do to personal preference. 

Customers are allowed two total returns on different products based on personal preference. They will still incur the fee.

Defective Products: 

• If you receive a defective glass product (no airflow due to closed perc), you must file a claim with us within (4) calendar days of receiving it. We will issue a return label and ship a new one as soon as the defective one returns. Product must remain unused and cannot be smoked through.
• If you receive a defective electronic product, you must file a warranty claim with the manufacturer. High Roller Smoke does NOT handle defective electronics.

Breaks and cracks that occur after shipment has been completed do NOT qualify as product defects. By agreeing to our terms and conditions during checkout, you agree to fully inspect your piece upon its arrival for ANY cracks and breaks. Our products are inspected twice before they are sent out, so issues will only come from shipment. If your piece breaks or cracks during shipment, please refer to the "Shipping Insurance" section listed below.

Orders can only be held for 3 days before shipments automatically go out.

In order to return an item, use a HighRollerSmoke provided, prepaid shipping label (the cost of the postage will be subtracted from your refund).

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SHIPPING INSURANCE

In order to protect your package and its items from being lost, stolen, damaged, or broken during shipment, you MUST purchase the automatically applied shipping/product insurance through the Route Insurance App on our page during cart/checkout. 

In the unlikely event you do receive a broken item or the package is lost/stolen, you MUST file a claim with the support team at Route Shipping Insurance Services. They will simply purchase another identical product and the new one will be shipped the following business day. If we no longer have the item in stock, Route will issue a full refund of the purchase.

This service is automatically applied to the cart at checkout, and the customer has to physically deselect the insurance from being applied. If you deselect the insurance, doing so means you agree to accept all risk and responsibility of loss, theft, or damage. 

*High Roller Smoke does not accept responsibility for damaged products at any time, and does not handle such claims.

You CAN NOT chargeback or dispute a purchase with your bank or credit services simply because you did not purchase insurance and your order arrived broken. 

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We do NOT accept returns on used items. There are no exceptions to this rule.

If a package or box has a seal broken and/or tape cut, it only indicates that a QA/QC check has been completed on the product before shipment.

All deliveries must be signed off by an adult.

Shipping charges and rush processing fees are non refundable.

High Roller Smoke is not responsible for delays from shipping providers.

 720-465-9690