Tobacco General

We’re sorry to hear you feel this way, especially after being a longtime customer who spends between $44 and $231. We understand how frustrating it is to believe an item was missing from your order. By the way, thanks for filing a chargeback. We wish you the best of luck in your endeavor to purchase from other stores after this. After reviewing your recent correspondence containing inappropriate language and completing a full investigation into your order, our decision will remain final and will not be reversed. After a full review of this order, we can confirm it was packaged correctly. We verify every shipment for both correct quantity and correct product variant before it leaves our facility, and in this case, our packaging review and security footage both support that all items were included at the time of shipment. We investigated accordingly. Based on our findings, we were able to determine that an item was not missing when the package left our warehouse. For that reason, we advised you to check with anyone who may have accepted the package on your behalf or opened it before it came into your possession. We understand missing-item concerns are frustrating, which is why we take every report seriously and review each case carefully before making a final determination. We wish you the best of luck and happiness wherever you decide to go.

Ron, we have attempted to contact you multiple times via email regarding the required verification. Please ensure our messages are not being filtered into your Spam or Promotions folder. We are requesting additional documentation to proceed, which requires photos to be attached via email. Without receiving those images, we’re unable to move forward with assistance. If the requested verification is not provided within the required timeframe, the order will be canceled and refunded in accordance with our policy. This process is in place to protect both our customers and our business. We are happy to assist as soon as the verification is completed.

We’re happy to hear you were able to save compared to your local pricing. Thanks again for giving us a try, and we look forward to serving you again in the future!

Thank you for your kind words, we always strive to help customers when things go wrong. Glad to hear that we were able to assist you!

We clearly explained the available options to you at the time of your request. This can be shown by looking in your order timeline, not based off of when USPS had scanned it. We had physically attempted to locate your package in the warehouse and unfortunately were unable to retrieve it to complete your request. Unfortunately, you contacted us after the order had already been fulfilled and shipped, at which point we were unable to modify or change the product size. This limitation was communicated to you via email. We did not receive a response from you and you responded to us only stating to respond through a Paypal case. In reaction to this, you had filed a chargeback in bad faith. Our store has all policies listed, including our FAQ which states" Can I cancel or change my order? You can only change or cancel a placed order if it has not shipped out. Please contact [email protected] to initiate the request or use the order form below. We must have the request in writing." As a result of the dispute and the handling of this case, your account has been permanently restricted from placing future orders. This decision is final and will not be reversed, regardless of the reason cited for the dispute. 01/06/2025: You emailed us regarding this issue at 1:35 PM CST. At that point, you had already forwarded the shipping confirmation email, which confirms that the order had already shipped, as this email is not generated until tracking is assigned. For clarity: The shipping confirmation was sent to you at 11:56 PM your local time, which corresponds to 12:56 PM CST. This confirms the order was already fulfilled and in transit before you contacted us. It was on a truck going to USPS by that point already. We cannot ask the truck to turn around and drop off 1 package. This is why the pending acceptance was at a later time. Despite this, we still attempted to work with you toward a reasonable resolution. Unfortunately, you continued to dispute the situation rather than engage with the options provided. We strongly recommend that all customers carefully review their orders both before and immediately after placing them to ensure accuracy. While mistakes can happen—we are human, and so are our customers—we do make good-faith efforts to assist when possible. In this case, the solution offered was declined. Additionally, no attempt was made on your end to return the incorrectly ordered items. This indicates a refusal to participate in the resolution process while placing full responsibility on us, despite our efforts to assist within the limits of our policies. At this point, the matter is considered fully addressed. Further correspondence on this issue will not change the outcome.

Thank you so much for your kind words! We’re glad we were able to quickly fix the issue for you. We truly appreciate your support and look forward to helping you again in the future should you need assistance again.

We’re truly sorry for the frustration this situation caused and understand how disappointing it is when an order doesn’t arrive as expected. When a package is delayed or potentially lost, USPS requires that an investigation be completed before it can be officially classified as lost. Unfortunately, there is always a possibility that the package may still be located and delivered, which is why we’re required to wait for USPS to conclude their investigation before issuing a refund or reshipment. While we understand the urgency and the inconvenience this causes, we’re unable to bypass this procedure. Once the investigation is completed, we do everything we can to ensure our customers receive either a replacement or a refund as quickly as possible. We appreciate the time you took to share your experience and regret that this one did not meet your expectations.

We’re glad we were able to help and get in touch with USPS on your behalf. Thank you for taking the time to share your experience, we truly appreciate it!

We’re very sorry to hear about your experience. We did attempt to reach out to you regarding this matter and have thoroughly checked our payment processor. Unfortunately, we were unable to locate any record of a completed payment under your customer account in our store. It’s possible that the charge you saw is a temporary authorization hold from your bank, which should automatically clear if the payment did not successfully process. We recommend contacting your bank to confirm the status of the transaction. We sincerely apologize for the frustration this has caused and would be happy to review this again with you directly.