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.

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

The delivery time for your order from Smoke Organic depends on the delivery option chosen and the location of the delivery address.

For Standard Delivery

  • Same Day in Cape Town if you order before 8 AM or the Next Day if after 8 AM
  • 2-3 Days for Main Centres like Joburg and Durban
  • 3-5 days to Regional Areas

For Express Delivery

  • Same Day in Cape Town if you order before 8 AM or the Next Day if after 8 AM
  • 1-2 Days for Main Centres like Joburg and Durban
  • 2-4 Days for Regional Areas

*Delivery times only include business days and are calculated from the day after order placement; unless you place the order before 8 AM.

Spend R1499 or more with us and enjoy seamless FREE EXPRESS delivery to your doorstep anywhere in South Africa.

For orders less than R1499, choose between 

  • Standard Delivery for R99
  • Express Delivery for R119

Read more on our shipping policy.

Your order just needs to be valued at R1499 or more and you'll qualify for FREE EXPRESS Delivery at checkout.

YES! We deliver to your doorstep anywhere in South Africa; literally, even to your work, farm, township, or holiday house!

We currently deliver to South Africa and Namibia. If you reside in Namibia, please proceed to checkout to view your delivery fees.


Curious on how you can pay?

At The Smoke Organic Store, we offer a diverse range of secure and convenient payment options to suit your needs:

Credit & Debit Cards:

We accept MasterCard and Visa credit and debit card payments exclusively through PayFast.

Manual EFT & Instant EFT:

For EFT transactions, choose either the Instant EFT option through PayFast, which is compatible with all major SA banks, or go for a manual EFT using your online banking app.

Mobile Payments and QR Codes:

  • Samsung Pay: A smooth payment process for Samsung device users via PayFast.
  • Capitec Pay: Accessible for Capitec bank account holders through PayFast.
  • Bank QR Code Apps / Scan to Pay: Use your bank's QR code apps or Scan to Pay feature for quick transactions via PayFast.

Digital Wallets:

  • Snapscan & Zapper: Make easy and secure payments using these digital wallet apps through PayFast.
  • MoreTyme by TymeBank: A flexible payment solution provided by TymeBank, available through PayFast.

Buy-Now Pay-Later:

With PayFlex, you can buy now and pay over 6 weeks, interest-free. Sign up and learn more about this option on the PayFlex website.

These methods ensure a secure, efficient, and flexible shopping experience, catering to your personal preferences and convenience.

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

Reference Details

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

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 waybill tracking 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

Step 1 

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

Step 2

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 to.

When 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.

Step 3

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.

You can contact us for any return-related question at

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.

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