Return Policy

Issue with your order? Email us at customerservice@tokyosmoke.com 

Before placing an order through our website, we recommend that you carefully research the product you intend to purchase. If you would like any additional information about a product before making a purchase, please contact us at customerservice@tokyosmoke.com. We have a team of friendly, experienced, and very knowledgeable Customer Service Representatives who are happy to help you.

Tokyo Smoke’s Return Policy
Tokyo Smoke offers a simple 30-day Return Policy on all regular prices orders shipped within Canada. Send an email to our support email at customerservice@tokyosmoke.com including photo proof of the new, unused item. Please include the reason for your return.
    • Products returned for a refund will incur a 15% restocking fee
    • Products returned for store credit will not incur any restocking fees
    • Returns for products ordered online are not accepted in-store
    • Shipping charges are non-refundable
    • At this time, all international purchase (outside of Canada) are final sale
    • All discounted or sale orders are final sale.
    • We cannot, under any circumstance, accept returns for products that have been used. 

How to Return a Product
  1. Send an email to customerservice@tokyosmoke.com  including the reason for your return and photo proof that the product is new and unused. Please indicate if you would like to receive a refund or Tokyo Smoke store credit.

  2. A prepaid shipping label will be created and provided by Tokyo Smoke via email.

  3. Pack the item(s) in the box and packaging that you received, print the shipping label and secure the label to the box. The box can be dropped off at your nearest postal office

  4. A refund or store credit will be issued once the returned item has arrived to the our warehouse.

We reserve the right, at our sole discretion, to reject any return that does not comply with the foregoing requirements.


Exchange Policy
Exchanges are offered within 30 days of purchase for products that arrive damaged or defective. Only new, unused products will be accepted for exchange.


What if a product is damaged?

In the unlikely event that a product arrives broken, damaged or the incorrect product was shipped, please inform Tokyo Smoke within 5 days of delivery in order to receive an exchange.
 
Please send an email to customerservice@tokyosmoke.com  which includes 2 - 3 images of the damaged product. Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect. If you are entitled to a replacement, we will replace the product in a timely manner.

Can I return a used item?

Under no circumstance do we accept returns on used items.


Was your product not received?
Email customerservice@tokyosmoke.com  including your order number, name, address and tracking number