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Shipping & Returns

Shipping Policy​

Effective Date: August 16, 2025

Store: Hot City Smoke Shop HTX
Site: hotcityinc.com
Ship-From: 17560 Kuykendahl Rd, Spring, TX 77379 (USA)
Support: (346) 351-2840 • store1@hotcitysmokeshop.com

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1. Where We Ship

  • United States only, to locations where our products are legal to sell and ship.

  • No international shipping.

  • No PO Boxes/APO/FPO for age-restricted products. A physical address is required.

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2. Age Verification & Adult Signature

  • You must be 21+.

  • We use age-verification tools and require Adult Signature (21+) upon delivery for age-restricted items.

  • If the carrier cannot obtain an adult signature, the package may be returned. See “Undeliverable/Returned Packages.”

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3. Processing Times

  • 1–2 business days (Mon–Fri, excluding holidays).

  • Orders placed after 2:00 PM Central Time are treated as next-business-day orders.

  • Preorders/backorders, if any, will display expected timelines at checkout.

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4. Carriers & Methods

  • Primary carrier: UPS Ground (methods may vary based on items and destination).

  • Tracking is emailed when the label is created.

  • Shipping rates are calculated at checkout based on weight, distance, service, and any required signature service.

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5. Shipping Restrictions

  • Some products are pickup-only due to carrier or regulatory limits.

  • We do not ship to jurisdictions that restrict the items you purchased.

  • Hemp-derived products ship only where permitted by law. Orders may be canceled if shipping is not allowed to your address.

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6. Risk of Loss & Delivery Issues

  • Title and risk of loss transfer to you when the carrier accepts the shipment.

  • We are not responsible for delays after carrier pickup (weather, routing, peak season, etc.), but we’ll assist with carrier claims when possible.

  • If tracking shows “delivered” but you cannot locate the package, contact the carrier first, then email us within 48 hours.

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7. Address Accuracy

  • Make sure your shipping address is complete and correct.

  • We cannot reroute packages once shipped. If a package is returned due to an incorrect/insufficient address, see “Undeliverable/Returned Packages.”

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8. In-Store Pickup

  • Free pickup at our Spring, TX location during posted store hours.

  • Bring a government-issued ID and the payment card used. We release orders only to the named purchaser unless pre-authorized.

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9. Undeliverable/Returned Packages

       Packages returned for failed age verification, no adult available to sign, refusal, or incorrect address:

  • We’ll email you to arrange reshipment.

  • You are responsible for additional shipping costs before we reship.

  • Cancellations or refunds are not available for these situations (see Return Policy).

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10. Order Edits & Cancellations

  • Request changes or cancellations before your order is packed.

  • Once packed or shipped, the order cannot be changed or canceled.

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11. Damaged in Transit

  • Inspect on delivery. If damaged, email store1@hotcitysmokeshop.com within 48 hours with your order number, photos/video of the packaging and product, and a description.

  • We’ll assist with the carrier claim and, upon approval, provide a replacement or store credit at our discretion.

Return & Exchange Policy

Effective Date: August 16, 2025
 

1) All Sales Final

For safety, compliance, and product integrity, all sales are final. We do not accept returns and do not offer refunds on opened or used items, consumables, or age-restricted products.
 

2) Defective/DOA Items (Arrival Issues)

If your item arrives defective or damaged, contact us within 48 hours of delivery or pickup:

  • Email: store1@hotcitysmokeshop.com

  • Include: order number, description, and clear photos/video showing the issue and original packaging.

After review, we may:

  • Troubleshoot with you; and

  • Provide a replacement for the same item or store credit if the item is unavailable.

  • We may issue a prepaid return label for inspection. Items must include all original packaging and components.

Claims filed after 48 hours may be denied.
 

3) Wrong/Missing Item

If you received the wrong item or something is missing, contact us within 48 hours of delivery/pickup. We will correct our error by sending the correct item or completing the shipment.
 

4) Non-Returnable Items (Examples)

  • Opened/used items, consumables (e.g., rolling papers, wraps, disposables, cartridges), hygiene-sensitive items, and coils/wicks.

  • Batteries/chargers that show signs of use, misuse, or damage.

  • Glassware with damage consistent with handling after delivery.

  • Sale/clearance items, gift cards, and custom/special orders.
     

5) Conditions That Void Replacement/Credit

  • Damage from misuse, modification, improper charging, liquid exposure, dropping, or normal wear and tear.

  • Serial numbers or security labels removed/altered.

  • Items returned without all original accessories, manuals, and packaging (when a return is requested).
     

6) Undeliverable/Refused/Unclaimed Packages

Orders returned due to failed adult signature, refusal, unclaimed packages, or incorrect addresses are not refundable. We will reship once you pay the additional shipping cost. If we don’t hear from you within 7 calendar days of our outreach, the order may be held for store pickup; storage beyond 14 days may incur a holding fee.
 

7) Warranty Assistance

Manufacturer warranties (if any) apply. We are not the manufacturer. We’ll provide reasonable assistance with warranty claims, but eligibility and outcomes are set by the manufacturer.
 

8) In-Store Exchanges (Defects Only)

For items purchased in-store, bring the item and your receipt within 48 hours. After inspection, we may offer an exchange or store credit per this policy.
 

9) How to Contact Us

Hot City Smoke Shop HTX
17560 Kuykendahl Rd, Spring, TX 77379
(346) 351-2840
store1@hotcitysmokeshop.com

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