Returns & Exchanges

All sales are final. We only issue returns for manufacturer and distributor errors, and limit the types of products that are able to be returned.  Please call customer service at (210)468-8644 or email us at support@hazelskysmokeshop.com and we will assist you. To process any changes to your order please contact our support team as soon as possible via phone or e-mail.

Customers have 7 business days from the day that the order was received to report the following:

• Damaged items, lost packages/items, or request a return.
• If customer is at fault (eg. buyer’s remorse), order is subject to a 20% restocking fee and $15 return label fee (per label).
• If order is rejected, customer will be responsible for $18 Fedex return label fee (per label).
• If customer is not at fault, all fees will be waived. 
• All custom orders are final sales and cannot be returned.
• We DO NOT process international orders.

support@hazelskysmokeshop.com  

Hardware:   Defective hardware purchased from Hazel Sky Online can be returned within 7 days from the date that the order was picked up. This 7-Day Warranty only covers manufacturer defects. Any other type of damage caused by mistreatment or misuse of the product will not be accepted. After 7 days of delivery, please contact the manufacturer of the product to process a return. Products that are damaged, scratched, dented or have visible wear & tear will not be accepted. e-

Liquids/e-Juices:   All E-Liquid / E-Juice / Nicotine Salt / disposable vape pen sales are final. We do not accept returns or exchanges on E-Liquids or disposable vape pens.

Glass Products or Water Pipes:   Damaged or broken items must be claimed within 48 hours from the time the order was placed. We will not accept any claims after 48 hours and are reviewed on a case by case basis. In some cases, we do not require you to mail us your defective products. A video of each defective or damaged item must be sent to support@hazelskysmokeshop.com within 24 hours of submitting your return request online. Submitting videos are the sole responsibility of the customer. If we do not receive your videos within 7 days of your request date, your claim will be rejected and closed.

If returns are to be processed, Product(s) should be:

• In good condition with in original packaging. All products, parts and accessories and the UPC Code on the exterior and received in proper condition to be able to be sold again. 
• All returns will be inspected and must be 100% complete.
• Write the Return Authorization Number on the outside of the box and on a copy of the original packing slip which should be packed inside the box.
• All free items included with a specific product purchase must be returned as well to receive credit.
• If you buy by the case and it is returned with less than case quantity, the refund price will be calculated using next higher price level.
• No returns can be made on clearance sale items; these are considered final sales.
• Credit will always be issued to the same credit card to which they were charged.
• We will issue a refund within 7 business days of receiving and processing your return. It should appear on your statement within two billing periods, depending on your billing cycle.

What if My Order is Missing a Few Products?

Due to a fluctuating inventory, some items we have may be out of stock for short periods. If for some reason we went out of stock after your order was placed, we may have removed the product from your order. In most cases we will reach out via phone or e-mail to see if there is a suitable substitution for your needs. If we do not receive contact within 24 hours of reaching out, the item will be removed as per our policy.

When you receive your order and you feel you are missing something, please triple check the package. We often pack items inside containers or stash boxes that were also purchased. If you are sure that the product that you ordered is not in your package, please gather everything together that you purchased with the packing slip and take a picture. Then email the picture to us and explain what is missing. If you have any questions or concerns please feel free to reach out to us about your order via phone or e-mail.