General Information
As of Dec. 20, 2019, the federal minimum age for sale of smoking products is 21 years old. When you select the “Place Order” button, our system will take you to our age verification screen. Age verification is required by law, and information processed through AgeChecker.net will only be used to verify your age. You’ll be asked to submit a photograph of your ID card, and input your date of birth, then you’ll be all set! There is no way to bypass this step when placing an order. If you are not of legal age to buy smoking products, we cannot sell you smoking products.
We understand the need for privacy! That’s why our products are packaged and shipped out in plain, unmarked boxes or mailer bags. The only reference to the brand on the outside of the shipping package is the return address name, “Big Mo’s” on the shipping label.
Account Management
You can reset your password in two different ways.
1. From the login screen by selecting “Lost your password?”
2. After logging in, from the Account Dashboard, select “Edit Account” from the left menu bar.
If you’re still having trouble updating your password, please check your spam folders for the password reset link!
Product Information
Due to high demand, we do occasionally run out of our products. Restock time varies, so we recommend signing up, under the desired product listing, to receive an email notification once the item becomes available again — don’t miss out on those restocks! If you still have product restock questions, please email bi***@bi************.com with your question and we’ll respond as soon as we can!
Discounts & Promotions
If your promo code won’t apply or you get an error message, check whether the following applies to you before contacting us directly:
1. You’ve already used the code. Our promo codes can only be used once, so if you’ve ever used the code in the past then it won’t work again.
2. The items aren’t eligible. Check the terms and conditions of the code, and make sure the items in your shopping bag aren’t excluded items (you cannot combine coupon codes or use coupon codes on sale items).
3. The code has been entered incorrectly. – try again and double check your spelling!
4. The code has expired. Check the expiry date of the code, as some of them run for a limited time or expire after a set period.
If you have checked all of the above and are still having issues with the code, we’ll need to see a screenshot of your cart that shows the promo code and all items in the cart. Please email bi***@bi************.com to report this website issue and either attach or embed the screenshot of your cart to the email.
Marketing Information
Email bi***@bi************.com with the subject line “Collaboration” and details of your collaboration request & hopefully we’ll be able to make some magic happen!
Email bi***@bi************.com with the subject line “Press Inquiry” and details about your request.
Shipping Information
You will receive a confirmation email with a tracking number once your order has shipped. You can also track your order through your order history in your account. If you’re still having trouble, please email bi***@bi************.com with the subject line “MISSING TRACKING LINK”. In the body, include the full name used on the order, order number, and the date the order was placed.
Due to the PACT Act that was enacted on December 27, 2020, we’re limited to states we’re able to ship to. Adult signature upon delivery will be required for all orders and is included in shipping charges at checkout. Someone 21+ must be present to sign for the package. We’re sorry for any inconvenience!
E-CIG RESTRICTION
Due to state regulations E-cigs cannot be shipped to all US customers. We apologize for this inconvenience and hope you can find an alternative product from our store!
ALASKA
ARKANSAS
GEORGIA
HAWAII
LOUISIANA
MAINE
MARYLAND
MASSACHUSETTS
MINNESOTA
NEW HAMPSHIRE
NEW JERSEY
NEW YORK
NORTH CAROLINA
OHIO
OREGON
UTAH
VERMONT
HEMP RESTRICTION
Due to state regulations Hemp products cannot be shipped to all US customers. We apologize for this inconvenience and hope you can find an alternative product from our store!
ALASKA
ARIZONA
ARKANSAS
COLORADO
CONNECTICUT
DELAWARE
HAWAII
IDAHO
IOWA
KANSAS
LOUISIANA
MASSACHUSETTS
MICHIGAN
MINNESOTA
MISSISSIPPI
MONTANA
NEBRASKA
NEVADA
NEW YORK
NORTH DAKOTA
OHIO
OREGON
RHODE ISLAND
SOUTH CAROLINA
UTAH
VERMONT
WASHINGTON
Order Management
First, please double check that your order didn’t include any back-ordered items and the fulfillment time frame (1-2 business days) has passed. Check your spam folder, and if that email is still nowhere to be found, you can check your Order History in your account for order status and tracking information. If you’re still having issues, please email bi***@bi************.com for an update – make your subject line “Missing Tracking Number” and include your order number and full name in the text.
Please email bi***@bi************.com with pictures of both the box and the damaged product within 3 (three) business days of the delivery date. Replacement requests are subject to validation and approval at Big Mo’s discretion. We are not responsible for any damages to any merchandise once the item has been used, worn, or washed.
If your order is incorrect, please email bi***@bi************.com with your order number, images of the incorrect item and packaging so we can get the correct item(s) in your hands. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future.
Return & Warranty Policy
We accept returns for new and unopened items within 7 days of the delivery date. A refund will be issued to the original form of payment after the items have been inspected, and please allow 3-5 business days for processing after the items have been delivered back to us.
Please email us at bi***@bi************.com or through our Contact Form explaining the reason for the return.
We will provide you with a return shipping label. Return shipping fees are at our discretion and are on a case by case scenario. Shipping fees will be deducted from the refund amount.
We do not process exchanges, and you will need to place a new order for the items you’d like.
Refunds are issued for the original purchase price.
Gifts:
Gift Cards cannot be returned.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit towards the account after the return.
If the item was not marked as a gift and shipped to you, a refund will be issued to the original purchaser.
Tobacco:
No Return Policy for Tobacco Products
Due to the nature of tobacco products and regulatory health guidelines, all sales of tobacco products are final. This includes but is not limited to cigarettes, cigars, wraps, blunts, crushed tobacco, leaves, e-cigarettes, vaping products, smokeless tobacco, and any related accessories.
We are unable to accept returns or exchanges for the following reasons:
• Health and Safety: For sanitary and health-related reasons, once tobacco products leave our facility, they cannot be resold or reused.
• Regulatory Compliance: Federal, state, and local regulations prohibit the resale of opened or unused tobacco products.
Please carefully review your order before completing your purchase. If you have questions or concerns about any product prior to ordering, feel free to reach out to our customer service team for assistance by emailing us at bi***@bi************.com .
In the unlikely event that you receive a damaged or incorrect product, please contact our customer service within 48 hours of receipt to discuss potential resolutions.
Thank you for understanding and complying with our policy to ensure the safety and satisfaction of all our customers.
Pod Systems & Mods:
Our policy includes a 7-Day warranty from the date of delivery. You will need to file a warranty claim with the manufacturer if more than 30 days have passed.
We only warranty internal component defects and do not include wear and tear, misuse, accidental damages, leaking, or any other external components.
You have the option of a replacement or a refund back to the original form of payment. We are only able to provide a one time warranty on the item.
Disposable Vapes:
Warranties on disposable vapes are at the discretion of Big Mo’s Smoke Shop and are on a case basis.
Please send an email to bi***@bi************.com or use our Contact Form explaining the issue as soon as possible. We will take into consideration when the vape was purchased, quantity, and your explanation prior to determining if the device is defective.
If it is determined that the device is defective, we will issue a refund back to the original form of payment.
No exchanges or replacements for disposable vapes.
What is covered:
Dead on arrival
Auto-firing
Leaking on arrival
What is not covered:
Flavor
Longevity / puff count
Misuse
Items not covered under warranty:
Replacement Coils
Replacement Pods
Replacement Glass
Tanks, pod tanks, and atomizers
Drip Tips
E-Juices
Hemp edibles, blunts, joints, and cartridges
Please keep all defective devices until after contacting us. We may request proof in the form of video and/or photos for the items to be sent back for inspection prior to approving the warranty.
