- Our Policies
The information that Smokers' Haven collects is strictly used to fulfill orders and provide customer service to the customer. Smokers' Haven will not disclose any information you submit to outside parties except in order to fulfill your order with a shipping carrier or if required by law. Any information Smokers' Haven has retained is kept secure, and are only accessible by the Mail Order Staff of Smokers' Haven.
We will NEVER share your email address with anyone.
II. Return & Exchange Policy
Smokers' Haven will accept all returns within 21 days of purchase on items that have not been tampered with and are returned with their original packaging. Shipping charges to and back will not be refunded. If you received free shipping, the actual amount of shipping will be deducted from the refund. Refunds or Credits will be issued in the form the item was purchased after the item is returned to Smokers' Haven. Please check below for specific return policies for items. Due to extenuating circumstances, we will make an exception to these policies. A 10% Re-stocking fee may be assessed on some items that are returned.
A. New Pipes
Any new pipe may be returned within 21 days of purchase for a full refund of the price paid for the pipe as long as the pipe has not been smoked, not been tampered with, not been damaged, or not missing original packaging. Refunds will be issued in the form the original purchase was made after the item has been returned to Smokers' Haven. All new pipes are warranted for one year from defects in material or manufacture by Smokers' Haven. Misuse, excess wear, or physical damage are not warranted. A credit for the amount paid will be issued upon inspection and approval of a defective new pipe.
B. Estate Pipes
Any estate pipe may be returned within 21 days of purchase for a full refund of the price paid for the pipe as long as the pipe has not been smoked, not been tampered with, not been damaged, or not missing original packaging. Refunds will be issued in the form the original purchase was made after the item has been returned to Smokers' Haven. All estate pipes are warranted for 30 days from defects in material or manufacture by Smokers' Haven. Misuse, excess wear, or physical damage are not warranted. A credit for the amount paid will be issued upon inspection and approval of a defective estate pipe.
C. Tobacco & Cigars
Tobacco and Cigars may only be returned within 21 days of purchase if they are defective, damaged, or incorrect items. A refund, credit, or duplicate item will be issued after the item is returned to Smokers' Haven.
Lighters may be returned within 21 days of purchase for a full refund of the price paid for the lighter as long as the lighter has not been scratched, not been tampered with, not been damaged, or not missing original packaging. Refunds will be issued in the form the original purchase was made after the item has been returned to Smokers' Haven.
All lighters have at least a 1 year manufacturer warranty for defects. For manufacturer information, please email us.
E. Shipping Damage
If your items or package is damaged at time of delivery, please refuse the order and contact us to arrange a refund or reshipment. If the items are damaged, and you are unable to refuse the package, please contact us, and Smokers' Haven will contact the Shipping carrier to pick up the package, and to arrange a refund or reshipment.
III. Estate Pipe Trade, Consignment, & Purchase Policy
Please visit our Purchase & Trade Policy page.
IV. Reserve & Layaway Policy
If you would like to Reserve an item or put an item on Layaway, please contact us. Certain items will not be available for reserve or layaway. If an item is taken off layaway, a 10% fee will be witheld in some cases.
V. Special Order Policy
Please contact us if you would like to Special order a pipe or any other item. Most items, except for some pipes, are available from the manufacturer at all times. If you do not see the item you are looking for, please contact us, and we will try to accommodate you.
VI. Customer Satisfaction Policy
If for any reason you are not satisfied with our service or products, please contact us. We will do our best to remedy the problem.
VII. International Shipping Policy
Due to changing regulations and shipping rates, International shipment requirements may change without notice. Smokers' Haven will ship anywhere in the world that our shipping carriers are able to. International orders will be subject to a review for accurate shipping calculations, address verification, and individual country guidelines before the order is shipped. Smokers' Haven will not falsify customs forms under any circumstances. The shopping cart will calculate approximate shipping rates, and we may adjust them to the actual amounts charged to us before shipment.
VIII. Payment Policy
All orders must be paid for in advanced by Credit Card, Check, Certified Check, Money Transfer, Paypal, or Cash. Orders paid via Personal Checks may be held until the check clears. An additional $30.00 fee will be assessed to all returned checks or credit card chargebacks. All Credit Card payments will be charged at the time of shipment and only for the items shipped and shipping charges unless we expect to ship the backordered items within a reasonable amount of time. Please note: At this time, if you would like to use Paypal as payment, Master Card cannot be used to fund a purchase. A late fee of $30.00 may be assessed on any late payment for received items.
IX. Age Verification Policy
Smokers' Haven may require proof of legal age to purchase tobacco products via Fax or Letter. Smokers' Haven will contact you if proof of age is required. Smokers' Haven will only ship to verified persons of legal age to purchase tobacco products, and we may require adult signature at time of delivery.
X. Shipping Policy
A. Domestic Shipments
Orders placed before 2 p.m. EST will be shipped USPS same day unless items are backordered. We will contact you if we cannot complete your order. Orders shipped via UPS, FedEx, or DHL may be shipped 1 day after the order is placed, and please indicate if you would like to add insurance to your package. Smokers' Haven will not ship pipe tobacco and cigars to addresses in the State of Washington. Pipes and Accessories can be shipped to the State of Washington.
B. International Shipments
International shipments are sent via USPS First Class Air, USPS Global Priority Mail, & USPS Global Priority Mail Express to all countries our shipping carriers will ship to. If you require another method, please indicate so in the special instructions field of your order or email us. Shipping rates and methods may be adjusted at our discretion to account for registered packages, insured packages, or more accurate calculations. Smokers' Haven will try to adjust the shipping rate to the exact rate we are charged by the shipping carrier. Smokers' Haven will not be responsible for seized, damaged, or lost International shipments. To prevent any type of loss for International packages, we suggest to ship International packages via USPS Registered Airmail with insurance or USPS Priority Express Mail International.
XI. Warranty Policy
Please contact us for specific warranties on items.
Smokers' Haven no longer handles pipe repairs. Please contact us if you need help finding a pipe repairman.
Orders shipped to Ohio addresses will be charged a Sales Tax in the amount of 7.5% of the order amount after shipping. This is the Franklin County Sales tax rate as of January 2014. Your county tax will be calculated at the time of order if you are located in a different county in Ohio. All Ohio Tobacco Taxes have been paid on all tobacco products by Smokers' Haven. A 17% charge on Tobacco products purchased will be charged for all pipe tobaccos and cigars that are on your order to account for the Ohio tobacco tax. You will not be charged any tax if you reside outside the state of Ohio. If you live outside the State of Ohio or the United States of America, you may be responsible for any Excise Tobacco Taxes, Sales Taxes, and/or duties. Smokers' Haven does not claim responsibility to pay taxes outside the State of Ohio.
www.smokershaven.com is hosted on a secure server and all personal and financial information is encrypted and safeguarded. Smokers' Haven has safeguarded all information, inventory, and data with proper procedures, physical security, and electronic security.
For any questions or suggestions, please contact us via email or phone.
1-866-764-2836 toll free 1-614-299-2442 local