Help & FAQs

To place your order is super simple!

1. Browse our online store using the search bar above or our menu.
2. Find the product and flavour you'd like, and click the Add to Cart button.
3. When you're ready to place the order, press the Shopping Cart icon in the top right and press Checkout.
4. On the Checkout screen, enter your details and delivery information, select the delivery option you'd like, and click Pay Now.
5. Once you have completed payment, you will get an email and/or Whatsapp confirming your order.

Then, sit back and relax! Your order will be delivered shortly and you'll be kept up-to-date 24/7 on its progress with live-tracking.

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.

Reach out to us on Whatsapp or give us a call during business hours!

To cancel your order, please send us a Whatsapp (click here) or 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 on Whatsapp (click here) or 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.

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.

The delivery time for your order depends on two factors: the delivery option you choose and the location for your delivery.

• For Same Day Delivery in Cape Town: Order before 10:30 AM on a business day to get it between 2 PM and 5 PM within 50km of Cape Town City.
• For Next Day Delivery in all Main Centres: Order before 3 PM on a business day to get it before 12 PM the following business day.
• For Express Delivery Everywhere Else in South Africa: Order before 3 PM to get it within 2 Business Days.

Other Delivery Options:

1. Economy Delivery takes 1-2 business days in Cape Town; 2-3 business days in Main Centres; and 3-5 business days to the rest of South Africa.
2. Locker Delivery takes 2-4 business days for PUDO and Bob Box and 3-7 business days for Pargo.

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:

Doorstep Delivery Options

• Within 50km of Cape Town, delivery fees start at R69 and is free for orders over R799.
• Within 50km of Main Centres, delivery fees start at R89 and is free for orders over R999.
• For the Rest of South Africa, delivery fees start at R99 and is free for orders over R1099.

Locker Delivery Options

Pargo, PUDO, and Bob Box locker delivery options start at R79 and free for orders over R899.

Free Delivery!

Your delivery fee is automatically reduced by R10 for every R100 you spend over the minimum order amount of R199.

Free Delivery Thresholds

• Cape Town (within 50 km of CBD): Free from R799 and up
• Main Centres: Free from R999 and up
• Rest of South Africa: Free from R1 099 and up
• Locker Pickup (Pargo / PUDO / Bob Box): Free from R899 and up

Discounted Delivery Fees

For every R100 you spend above R199, 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.

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

• If your item is defective, just Whatsapp or 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.