Once I place an order, how long will it take before it ships?
Orders placed before 4pm will be shipped out the same day, any orders placed after 5pm will be shipped the following day. All orders placed on a Saturday, Sunday, or Monday will be shipped out the following Tuesday, due staff hours and local UPS store hours.
How much is shipping? What shipping rates do you offer?
We offer Flat Rate Ground Shipping for $14.95 (Effective March 2020) through UPS, which includes insurance and requires an adult signature upon delivery to ensure your package is not lost or stolen. Due to tobacco laws we do not offer shipping without a required signature. When your package has been shipped, we will email you with a confirmation of your order and it’s associated tracking number so you can see the estimated time of arrival. Shipping confirmations and tracking numbers will be sent 24-36 hours after shipment.
Where do you ship to?
We ship to all states except Utah, North Dakota, and Massachusetts. We do not offer international shipping at this time.
My tracking number says “invalid number”, what does that mean?
If your tracking number is "invalid", please be patient and check for updated information again after an hour or two. Due to the high volume of packages, sometimes it takes a little while for their system to update the tracking information during the initial shipping process which is why it may read as "inavlid" at first.
The address I provided for delivery is wrong or incomplete, am I able to change it after the package is in transit?
Yes. Please note, there is a disclaimer at the top of the shopping pages on our website that instructs you to double check your shipping information before submitting your order.
Can I request specific delivery instructions?
Before submitting your order, if you include a comment in the “Notes” section, such as “Have UPS place it between the screen door and the main door” or “Please do not ring the doorbell” - We can not confirm that these requests will be met. The UPS store is not able to communicate specific delivery instructions to drivers - UPS drivers will follow company protocol when attempting to deliver your package which may require them to ring your doorbell to see if you’re home, leaving an attempted delivery notice on your door, or holding a package until someone is able to sign for it. Drivers will not leave a package on your doorstep when a signature is required.
My package was damaged during transit.
Once packages are in the possession of UPS we have no control over how they are handled or delivered. All packages are sent with a “signature upon delivery”, meaning your package will have to be signed for to receive it. Your UPS delivery driver should not leave it outside under any circumstances. If damage occurs to your package during transit or delivery, we recommend that you file a complaint with UPS regarding the mishandling of your package. If your package is damaged during transit and you are requesting a refund or replacement, we will put a claim in at UPS. Please note that it may take 2-10 business days to process a claim, which means it could take up to 2-10 business days to receive a refund or replacement order.
What if I’m not home at the time of delivery? What happens after UPS tries to deliver my package and I haven’t been home to sign for it?
If you are not home at the time of delivery: A notice should be left at your address stating that delivery has been attempted. *We do not have control over delivery drivers, if they do not leave a note on your door - please check your tracking number (sent to your email) to view the current status of your package.
My UPS Access Point Location no longer has my package. Can you resend my order?
My tracking number says the package was signed for and delivered, but I did not sign for it, and have not received it. Now what?
If your tracking number indicates that your driver completed delivery and obtained a signature, but you have not received your package, then the package might have been signed for by a neighbor or another resident at your location. Check with others at your address, or perhaps a neighbor, to see if someone else has picked up the package.
I have more questions about shipping that weren't answered here.
If you have additional questions regarding UPS shipping, you can visit the UPS Help and Support Center
Once my order is shipped, how long will it take for my package to get to me?
Always check your tracking number (in the shipping confirmation sent to your email) for the most up to date information regarding the estimated delivery of your package.
How do I track a package?
Once your order is packaged and delivered to UPS by our staff, you will receive a shipping confirmation email from us within 24-48 hours containing your tracking number so you can follow your package during transit. You can click on the link provided in the email to see your tracking information.
I am unhappy with my purchase and would like a refund, return, or exchange.
Please read our Refund Policy and contact us.
Please read our Shipping FAQ before ordering. When you place an order online, you are agreeing to comply with the shipping conditions listed on this page. You must be 21 years or older to purchase.
Once a package has left our store and is in the possession of UPS we have no control over how it is handled or delivered by their drivers. All orders are sent with insurance and a signature upon delivery to ensure it arrives safe and in your hands.
Scheduled business days and delivery schedules are revised occasionally due to changes in distribution and volume, especially during holiday periods. Service to some remote areas also may require additional delivery days. For current delivery schedules, service availability and information, and a description of the UPS service Guarantee, see the UPS Rate and Service Guide. The most up-to-date transit time details will be available at ups.com/ctc at the time of shipping.
**We cannot ship products to Utah, South Dakota, or Massachusetts.