Returns Policy

How do I return an item?

Returns Policy for Retail Purchases

Consumers who purchased merchandise from a retail establishment and wish to return that merchandise for a cash/monetary refund are subject to the policies of that retail establishment. 21st Century Smoke® will not refund consumers for purchases made at retail establishments.

Returns Policy for Direct Purchases

21st Century Smoke® return policy is applicable only to products purchased by you directly from the 21stcenturysmoke.com website and/or orders placed with us by phone. This policy’s focus is merchandise returned for a refund; see the Warranty section for the replacement of defective merchandise.

  • All refunds will be issued as a credit towards a new purchase unless otherwise authorized.
  • All product returns require authorization. You may obtain authorization by contacting 21st Century Smoke® Customer Service at 1-608-313-9141 or via email at customerservice@21stcenturysmoke.com.
  • Products that are not eligible for return will be sent back to you at your cost and expense if received by us:
    • Any product that is returned without all original packaging and accessories, including the retail packaging, manuals, and all other items originally included with the product.
    • Any product from which the UPC code has been removed from its packaging.
    • Any product that exhibits physical damage.

Items covered by this policy must be returned to 21st Century Smoke® within 30 days of the invoice date for this policy to apply. “Return” constitutes receipt of the product by 21st Century Smoke® and not the mere issuance of an RMA.

  • Returns should be mailed to the address listed below.
  • Please allow 2-3 weeks for processing.
  • Returns can be sent via United States Postal Service or other delivery services as long as they include a Delivery Confirmation or Tracking Service. 21st Century Smoke® is not responsible for shipments lost or misplaced in transit. Claims for those items must be made with the shipping company. We strongly recommend that you insure (if necessary) and pay for tracking options (USPS) when returning merchandise.
  • All refunds will be issued as a credit towards a new purchase unless otherwise authorized.

Return/Exchange items should be sent to the following address:

21st Century Smoke
Returns Department
2500 Kennedy Drive
Beloit, WI 53511

Return Approval

If a package is returned back to 21st Century Smoke®, due to the receiver not being available to sign for the package when the carrier attempts delivery, our customer service representatives will attempt to contact the customer via the email address and phone number listed on the customer’s account. If the customer does not respond or if the customer requests a refund, the total of the products purchased will be credited for a future purchase. However, any shipping costs incurred by the customer will only be refunded on a case-by-case basis. A shipping cost refund is not guaranteed.

If a package is refused by the receiver with the intent of getting a refund, a credit will be issued for a future purchase. If the customer would like their returned or refused order shipped back out, whether or not 21st Century Smoke® will cover the additional shipping costs incurred to re-ship, will also be determined on a case-by-case basis. The standard and signature required shipping rates listed in our policy will apply. A refund is not guaranteed.