Frequently Asked Questions
Do you have questions? Read through our frequently asked questions below. If you can't find an answer, you can send us a message via our Contact Us form and we'll get back to you asap.
Live-track your order from our warehouse to your doorstep.
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.
We always process orders on the next business day following your order. You can read our shipping policy for a more detailed estimate of the delivery time.
- Delivery to Cape Town is Next Day or Same Day if you order before 10 am
- Delivery to Western Cape & Gauteng is 2 Days
- Delivery to Main Centres of Provinces is 2 Days
- Delivery to Regional Centres & Areas is 2-4 Days depending on Location
Express Delivery Option for 1-2 Business Day Delivery Nationwide for R99.
You can view your delivery options by opening your cart while shopping to get time and fee estimates.
- Economy Delivery fees range from R59-R89 depending on your location for Economy delivery
- Express Delivery fees are R99 anywhere in South Africa
- You can qualify for Free Delivery when you spend R699 or more on out store
Read more on our shipping policy.
Your order just needs to be valued at R699 or more and you'll qualify for FREE Delivery at checkout.
YES! We deliver to your doorstep anywhere in South Africa; literally, even to your work, farm, township, or holiday house!
Curious on how you can pay?
At the Smoke Organic Store, we want to make your checkout process as seamless, secure, and enjoyable as possible. Using the trusted PayFast & Yoco payment systems, we offer multiple ways of paying for your order, so you can feel secure paying online in the way you prefer.
Credit and Debit Cards
Using PayFast & Yoco, we offer MasterCard and Visa debit and credit card payments.
EFT & Instant EFT
You can either pay using PayFast or Yoco's Instant EFT option which connects to all major SA banks, or you can make a manual EFT payment and send us the proof of payment via email.
Using PayFast, you can use the Zapper app to pay for orders on our store!
If you selected the "Bank Deposit" option at checkout, you'll need to make a manual EFT payment from your online banking portal into our business bank account.
Smoke Organic Bank Details
Add the following beneficiary to your online banking app:
Name: Smoke Organic Store
Bank: First National Bank (FNB)
Account Number: 6286 200 5454
Account Type: Cheque
Please use your order number as the payment reference to ensure we can allocate your payment to your order in a timely fashion.
Proof of Payment Details
To ensure we receive your payment notification on time, please send the proof of payment from your bank to firstname.lastname@example.org
If you'd like to return faulty products for a cash refund, or if you'd like to cancel your order, please complete our Contact Us form and our team will get back to you within a business day to start the refund process.
Have questions about your order?
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.
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 four-digit order number to see the live tracking updates.
To cancel your order, please complete our Contact Us Form with the subject line "Cancel Order" and your order number. A member of our team will reach out to your to begin the refund process.
If you've placed an order and want to change its contents, reach out to our team using the Contact Us form. 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.
We cannot change an order once it has been collected by the courier.
Returns & Refunds
Need to return a faulty product?
To begin your returns process follow these three steps
Complete a Contact Us form with the subject line "Return" and your order number, including any relevant information including which product you'd like to return and what the problem is
We'll get in contact with you in one to two business days to arrange for a courier to collect the faulty products from the same address that the order was originally delivered toWhen handing over the faulty products to the courier, please ensure that you include all the accessories and boxes (if you still have the box) that came with the product originally.Place the products in a sealed box or package before handing it to the courier.
Once the courier drops it off at our warehouse, our team will process it to determine if it is a manufacturer's fault or a user-induced fault.
If the team approves the replacement, we'll send you a replacement product free of charge which should take 3-4 business days to arrive from the confirmation that the team approved the replacement.
Can I return products bought at other stores?
Unfortunately, we can only offer returns and replacements for products purchased via our online store. However; if you purchased a faulty product at your local store, reach out to us via the Contact Us form and we'll do our best to put you in touch with the appropriate person to replace it.
Our return policy ensures that if you receive a wrong or defective item, you can easily request a return and subsequent refund. However, to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Also, we can only accept returns on orders placed with The Smoke Organic Store.
You can submit a return request by visiting your customer account on our website, selecting the order and items you'd like to return.
Airscream offers a 6-month warranty period on their devices. If your device is defective within that window, you can request a return and refund free of charge.
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.
If your return is accepted, we’ll send you a return shipping label and instructions on how to package the return. Our courier partner will then collect the return within 1-2 days. Please note that items sent back to us without first requesting a return will not be accepted.
Once we've received your item at our warehouse, our team will evaluate the returned product. If the team is satisfied with the condition of the product, you will receive a gift card to the value of the returned products at time of purchase.
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.
Certain types of items cannot be returned, like perishable goods (such as disposable vapes), custom products (such as special orders or personalized items), hazardous materials, flammable liquids, or gases. Also, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item with the gift card you receive.
Can't find the answer you're looking for? Complete the form below and we'll get back to you as soon as possible!