Frequently asked questions

Placing an order is simple: browse the store using the search bar or menu, pick your product and flavour, and click Add to cart. When you're ready, open your cart and check out.

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours.

Send us an email or message us on WhatsApp!

To cancel your order, please send us an an Email (click here) asap.

A member of our team will reach out to your to begin the refund process.

Please note that cancellations done before the courier has collected your order will be fully refunded.

If the order has already begun its journey to you, there might be a courier fee subtracted from your refund amount.

If you've placed an order and want to change its contents, reach out to our team via Email (click here).

A Smoke Organic team member will reach out to assist. 

Changes in Order Value

You may need to make a payment to cover the additional products, or you'll receive a coupon code if you originally paid more than the revised order.

Exceptions

We cannot change an order once it has been collected by the courier.

There are a number of ways you can view the status of your order

Option 1: Login to your Smoke Organic Account

The easiest way to check the status of your order is to login to your Smoke Organic Account and navigate to your "Orders" section. If you want to see the live delivery status of your order - follow option two.

You can find your account by clicking the person icon in the top right.

Option 2: Use our "Track your Order" feature

If you don't have a Smoke Organic Store account or just want to check the live delivery status of your order, go to our Order Tracking page and enter your waybill tracking number to see the live tracking updates.

You can; however, we do not offer any volume discounts designed for stores.

We cannot assist with business-related bulk purchases.

The prices shown on our online store are the final prices.

Unfortunately not.

At Smoke Organic Store, we've given our 100% focus to serving our online business customers.

We do not have a physical walk-in store available.

No, you can check out as a guest. Creating an account just lets you track your orders and reorder faster.

An account keeps your order history, saved addresses, and live tracking in one place, and makes checkout quicker next time.

On the login page, click Forgot password and we'll email you a secure reset link.

We only ship to addresses in South Africa.

If you're not in South Africa, send us a Whatsapp and we can arrange for an order to be placed; however, we will ask that you arrange the shipping to your country.

Delivery time depends on your location and the option you choose at checkout. Order before 7 AM on a weekday for our fastest delivery:

• Same-Day Delivery (Cape Town & surrounds): order before 7 AM on a weekday to get it by 5 PM the same day. Weekend orders are delivered on Monday.
• Next-Day Delivery (Main Centres): order before 7 AM on a weekday to get it by 12 PM the next business day. Weekend orders are delivered by Tuesday.
• 2-Day Delivery (Regional & outlying): order before 7 AM on a weekday for delivery within 2 business days. Weekend orders are delivered by Wednesday.

Economy Delivery: 2–3 business days in Cape Town, 2–5 in Main Centres, 3–6 in Regional areas. Pickup Point / locker collection: 2–6 business days.

For exact delivery fees, add the items you'd like to your cart, proceed to checkout, enter your delivery address and then select the delivery level that suits you.

Your delivery cost depends on the speed and location.

For every R100 you spend above R299, you get R10 off your delivery fee.

Check Your Exact Delivery Fee

Simply add the items you want to your cart and proceed to checkout. Your delivery options, exact fees, any free-delivery eligibility, and discounts will be calculated automatically based on your order total and delivery address.

Any delivery address within 50km of the following cities qualifies as a Main Centre and is eligible for Next Day Delivery:

Johannesburg, Pretoria, Bloemfontein, Durban, Port Elizabeth, East London, George, Kimberley, Ladysmith, Nelspruit, Polokwane, Potchefstroom, Welkom, and Witbank.

We offer Same Day Delivery within 50km of Cape Town City including all areas between Cape Town, Stellenbosch, and Somerset West.

If your address is in South Africa, we can definitely deliver to you!

If you aren't at home when the courier attempts delivery, don't worry! They will attempt to deliver again within 24 hours.

If you prefer, you can choose to collect your order from your nearest Pargo, Bob Box, or PUDO point! Just choose your preferred option at checkout.

Once your order has been collected by the courier, you'll be able to view its live-tracking details which include times, dates, locations, and descriptions of your order's movement as it passes through the various courier checkpoints while travelling from our warehouse in Cape Town to your address anywhere in South Africa.

You can track your order by visiting your Account or by entering your waybill tracking number on our Track your Order tool.

A pre-order lets you reserve an item that's out of stock but on its way back in. You pay in full at checkout, and we ship it as soon as the stock lands with us — usually within 5–10 business days.

You choose. When your cart contains a pre-order item we ask how you'd like it shipped: keep the pre-order items and your whole order ships together once everything is in stock (usually 5–10 business days), or remove them and we ship your in-stock items straight away. We don't split a single order into two deliveries.

Pre-order items show a Pre-order badge on the product page and in collections, and the button reads Pre-order instead of Add to cart. On products with multiple flavours or colours, a small dot marks the ones available to pre-order.

Yes, any time before it ships — just email us and we'll cancel it and refund you in full. And if we can't dispatch your pre-order within 10 business days, we'll refund it in full automatically.

We're all about Service Excellence at Smoke Organic Store.

• If your item is defective, just Email us and we'll get on replacing your product asap!
• You can return your products within 7 days if they're sealed for a full refund minus the collection fee.
• If you qualify for a refund, you'll have the choice of store credit or a refund to your payment method.
• We can only replace or refund items bought from our store.

We will reach out within 24 hours to arrange a refund or replacement.

Yes, we have a 3-day "Changed my Mind" return policy, which means you have 3 days after receiving your item to request a return if you'd like to return the item in its original condition and packaging because you changed your mind. The customer will be liable for 100% of the return delivery fees of R100-R130 depending on the collection location.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

We utilise three different trusted and secure payment gateways: Bob Pay, Yoco, and PayFlex.

Bob Pay offers credit cards, debit cards, Capitec Pay, instant and manual EFT, PayShap, Scan to Pay, Absa Pay and more.

Yoco offers Apple Pay, Google Pay, instant EFT, and debit/credit cards.

PayFlex offers a buy-now pay-later option with zero interest fees. You can register as a PayFlex user at checkout.

Unfortunately not. Our trusted courier partners do not offer a cash-on-delivery option for safety and security reasons.

All orders need to have full payments completed before we can hand it over to our courier.

Yes. Every order ships in plain, unbranded packaging with no indication of the contents.

Payments are processed by trusted, secure gateways (Bob Pay, Yoco, and PayFlex) and we never store your card details. Your personal information is handled in line with our privacy policy.

Yes. Our products contain nicotine and are strictly for adults aged 18 and over.

Yes. You confirm that you're 18 or older when you place your order, and our couriers may request ID on delivery.