FAQ
Orders
What is your order minimum?
Any orders being shipped have a minimum order value of $500 prior to shipping charges and after any discounts are deducted. If your order is less than this minimum, you won't be able to finish the checkout process. Local delivery orders have no minimum order value.
Do I need an account to place an order?
Yes, you need an account in order to place an order. Click here to sign up for an account. After you are finished, our staff will review your application and will make a decision within 24 business hours. Your application will not be accepted unless you have a legitimate business with valid supporting documents and an Employer Identification Number (EIN).
Why can't I view pricing?
You cannot view any pricing information or place any orders until your are approved for an account. You can register for a new account here.
Why was my application denied?
If your account was rejected, then your application was either incomplete or the information you entered was not valid. Ensure that all of your information and documentation is valid and up-to-date. If you have any questions, send us an email.
I just noticed there's an error on my order! Can I fix it?
If we catch the issue quickly enough, we can correct it. Please contact us right away at support@smokedistroco.com. We will make every effort to resolve the error before we ship out your order.
Part of my order is incorrect/broken. What do I do?
Please contact us within 48 hours of receiving your order at support@smokedistroco.com. Do not use or throw away the items until you talk to us! Contact us with details and images. Our staff will determine whether to provide a return shipping label and have you return the item, or to let you keep it and send you the correct item.
Payments
What form of payments do you accept?
We currently accept all major credit cards, including but not limited to Visa, Discover, Mastercard, and American Express. We also accept money order, cashiers check, and cash.
We do not accept regular checks at this time.
All money orders, cashiers checks, and cash can be sent to:
Smoke Distro Co., 2815 Brownsville Road, Brentwood PA 15227
Shipping
How are orders shipped?
The shipping method for your order is dependant on the size of the order. Smaller orders will be shipped with UPS or DHL. Larger orders will be shipped with one of our LTL partners.
When will my order ship?
Any orders placed on business days are fulfilled within 24 to 48 hours, depending on the availability of the items in the order. Orders placed on weekends will not be processed until Monday. Orders placed during major U.S. holidays (Thanksgiving, Christmas, etc) will not be processed until the following business day.
What locations do you ship to?
We currently ship to anywhere within the continental United States. We are currently working on shipping to more locations. If we have any issues setting up shipping to your specific location, we will reach out to you.
Why don't you charge for shipping at checkout?
Due to the variety of sizes, weights, locations, and carriers involved in shipping our orders, we set up the shipping for every order individually. A member of our staff will complete this shipping setup within 1 business day, depending on item availability. This ensures that every one of our customers gets the fastest and cheapest shipping for their specific order, as well as making sure everything runs smoothly.
As soon as the specifics of your order are determined, you will be notified and charged for your order's shipping. If you have any questions or concerns, don't hesitate to reach out to us at support@smokedistroco.com.
Do you offer local delivery?
Yes! We offer local delivery to all businesses within a 25 mile radius of the south Pittsburgh area. If you're unsure you qualify or have any questions, reach out to us at our Contact page.
Returns and Exchanges
What is your return/exchange policy?
We realize how frustrating it can be to receive something you ordered online and feel unsatisfied with your purchase. We offer an exchange guarantee on all UNUSED items. If you are dissatisfied with your purchase, please contact us and we will provide an exchange (subject to approval).
How do I request an exchange?
Simply email us at support@smokedistroco.com with your order details. We'll reach back out to you with the results of your request and further instructions.