Lost or Damaged Packages — What to DoUpdated 6 months ago

If Your Package Shows Delivered But You Haven't Received It

First, check the following before contacting us:

1. Check around your front door, mailbox, garage, and any secondary entry points — carriers sometimes leave packages in unexpected spots.
2. Check with neighbors — packages occasionally get delivered to the wrong address.
3. Check with anyone else in your household who may have brought it in.
4. Wait one additional business day — USPS sometimes marks a package as delivered slightly before it physically arrives.

If you've done all of the above and still can't locate your package, contact us at [email protected] with your order number and we'll help if we can.

Important: Once a package is marked delivered by the carrier, SmokTek's responsibility for that shipment ends, regardless of whether Shipping Protection was selected. Packages reported missing after a delivery confirmation are not eligible for replacement, refund, or store credit. Any post-delivery issues — including theft or non-receipt — must be reported to the carrier directly.

If Your Package Arrives Damaged

Please report damaged packages to us within 48 hours of delivery. Here's what we need:

1. Your order number.
2. Photos of the damaged packaging (exterior of the box or mailer).
3. Photos of the damaged item(s).
4. A brief description of what was damaged.

Email this to [email protected] with the subject line "Damaged Package — Order # [your order number]."

If Your Package Is Stuck in Transit

If your tracking hasn't updated in 5 or more business days (domestic) or 15+ business days (international), contact us at [email protected]. We'll check the status with USPS and advise on next steps.

Why Insurance Matters

SmokTek offers optional "shipping protection" insurance at checkout for a reason. Once your package is accepted by USPS, it is outside of our physical control. Insurance is the only guaranteed protection against loss or damage in transit. We strongly recommend it for all orders, especially higher-value ones.