Help & FAQs

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.

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!

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.

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.

Your delivery cost depends on the speed and location:

1) Within 50km of Cape Town:

• Same Day Delivery: Orders before 10:30 AM are delivered by 5 PM. FREE for orders over R1099, R59 for orders R599–R1099, and R119 for orders under R599.
• Economy Delivery: Delivered in 1–2 business days. FREE for orders over R899, R35 for orders R599–R899, and R69 for orders under R599.

2) Within 50km of Main Centres:

• Next Day Delivery: Orders before 3 PM are delivered by 12 PM the next day. FREE for orders over R1099, R59 for orders R599–R1099, and R119 for orders under R599.
• Economy Delivery: Delivered in 2–3 business days. FREE for orders over R899, R39 for orders R599–R899, and R79 for orders under R599.

3) Rest of South Africa:

• 2-Day Delivery: Orders before 3 PM are delivered within 2 business days. FREE for orders over R1099, R59 for orders R599–R1099, and R119 for orders under R599.
• Economy Delivery: Delivered in 3–5 business days. FREE for orders over R899, R39 for orders R599–R899, and R79 for orders under R599.

4) Locker Collection Options:

• FREE for orders over R899; R39 for orders R599-R899.
• PUDO takes 2-4 business days; R69 for orders under R599.
• Bob Box takes 2-4 business days; R60 for orders under R599.
• Pargo takes 3-7 business days; R79 for orders under R599.

We offer two options for discounted and free delivery.

• Spend R599 or more to get 50% OFF all Delivery Fees.
• Spend R899 to get Free Locker Delivery and Economy Delivery Nationwide.
• Spend R1099 to get Free Same Day, Next Day, and 2-Day Delivery Nationwide.

Main Centres include 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 3 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.