Introduction
At Smok Shop EG, we are committed to carefully preparing orders and delivering them safely, while providing clear information about shipping, delivery times, and delivery costs.
This policy explains the procedures followed from order confirmation until delivery to the customer.
Order Processing and Confirmation
After placing an order through the website, its details are recorded and reviewed to verify:
- Availability of the ordered products.
- Accuracy of contact information and delivery address.
- Availability of shipping to the specified area.
- Completion of the necessary payment and verification requirements.
Our customer service team may contact the customer to confirm certain details before preparing the shipment.
If a product is unavailable or an order cannot be fulfilled, the customer will be informed of the available options, while preserving their right to receive a refund of any amounts due.
Shipping and Delivery Times
Delivery times vary depending on the customer’s address and the availability of shipping services.
Shipping takes between two and four days.
These periods are calculated according to the working days of the store and shipping companies, taking official holidays into account.
The estimated delivery date will be communicated to the customer upon order confirmation or before completing the purchase.
Shipping Fees
Shipping costs are determined according to the delivery area and the available shipping method.
Shipping fees and any additional payable charges are displayed before confirming the purchase, allowing the customer to know the final cost of their order.
Packaging and Product Protection
We are committed to using packaging methods appropriate for the nature of the products, with particular attention to protecting electronic devices, glass or plastic containers, and components that may be damaged during transportation.
Batteries and products requiring special precautions are handled in accordance with applicable transportation and safety requirements.
We also respect customer privacy when preparing shipments and do not disclose order information except to the parties and individuals who need access to it for delivery purposes.
Age Verification Upon Delivery
Products intended for adults are available only to individuals aged 18 years and older.
The store and delivery company have the right to request an appropriate form of age verification when necessary and to refuse delivery if the legal age requirements are not met.
Failed Delivery
If an order cannot be delivered due to incorrect address information or an inability to contact the recipient, the customer may be contacted to rearrange delivery.
If additional costs arise due to incorrect information provided by the customer or their request for reshipping, the customer will be informed of these costs before a new delivery attempt is made, in accordance with applicable law.
Shipping Delays or Lost Shipments
If an unexpected delay occurs or the shipment cannot be located, the customer may contact customer service to follow up on the order status.
The store will follow up on the issue with the shipping company and take appropriate measures to protect the customer’s rights.
If the agreed delivery date is exceeded, or delivery is not completed within the legally prescribed period when no specific delivery date has been agreed upon, the consumer has the right to exercise their rights to withdraw from the purchase in accordance with the Consumer Protection Law.
Inspecting the Order Upon Delivery
We recommend that customers check the condition of the packaging and products upon delivery and contact us as soon as possible if they notice visible damage, missing items, or discrepancies in the order contents.
Early reporting helps speed up the review process, and a delay in reporting alone does not result in the loss of consumer rights established by law.
Order Modifications or Cancellations
Customers may contact customer service to request changes to their order details or to cancel an order.
The ability to make operational changes depends on the order’s preparation and shipping status, without affecting the customer’s right to correct an order or withdraw from the contract in accordance with the law.
Contact Us
For shipping inquiries or order tracking, please contact us through:
Phone or WhatsApp: +201016120303
Email: info@smokshopeg.com
Website: https://smokshopeg.com