Shipping Information
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!
Shipping is restricted in the following states: ALASKA, ARKANSAS, CONNECTICUT, DISTRICT OF COLUMBIA, GEORGIA, HAWAII, ILLINOIS, KENTUCKY, LOUISIANA, MAINE, MARYLAND, MASSACHUSETTS, MINNESOTA, NEBRASKA, NEW HAMPSHIRE, NEW JERSEY, NEW YORK, NORTH CAROLINA, OHIO, OREGON, RHODE ISLAND, 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!
Shipping is restricted in the following states: ALASKA, ARIZONA, ARKANSAS, COLORADO, CONNECTICUT, DELAWARE, HAWAII, IDAHO, IOWA, KANSAS, KENTUCKY, LOUISIANA, MASSACHUSETTS, MICHIGAN, MINNESOTA, MISSISSIPPI, MONTANA, NEBRASKA, NEVADA, NEW YORK, NORTH DAKOTA, OHIO, OREGON, RHODE ISLAND, SOUTH CAROLINA, UTAH, VERMONT, WASHINGTON
Big Mo’s Smoke Shop does not guarantee delivery dates. Shipping transit times are estimates and they do not include processing times, weekends, or holidays. Shipments are fulfilled by a 3rd party carrier and external factors such as weather, labor shortages, or carrier logistics may extend shipping times.
Tracking information may sometimes not update to reflect delays, and the package may be delivered 1–2 days after the estimated delivery date. Delivery time windows are dependent on the delivery driver’s schedule and routes. Packages may often be delivered mid day, and we recommend shipping to a business address if your schedule does not accommodate. Delivery drivers may often not have access codes to gated communities or apartments. Please provide us any access codes or address the package to the leasing office.
Yes, every delivery containing vaping products will require an adult signature (21+) with I.D. in ALL states as mandated by federal law. If no one is available to sign, the carrier will make a maximum of 2 further delivery attempts, but this is not guaranteed. If contact with an adult for signature is not made, the package will be returned to our warehouse. If the package is received at our warehouse, we will refund the order (including tax, less the actual shipping cost and adult signature fee). If the order qualifies for free shipping and is returned to our warehouse, we will deduct the actual shipping cost & adult signature fee.
Yes we ship in plain mailers and boxes and our company name will appear as “Big Mo’s”
We Ship from our California based warehouse.
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 Contact Us and select the message type “Shipping Inquiry”. In the body, include the order number and the date the order was placed.
We only ship to one address per order. If you need to ship to multiple addresses, please place multiple orders.
Orders placed before 12:00 PM PST Monday–Friday are usually shipped the same day if we aren’t short staffed or behind schedule. Holidays may delay processing and shipping times.
Orders placed after 12:00 PM PST Friday and over the weekend are shipped Monday.
Tracking emails are automatically sent once packages are shipped and may end up in the spam folder.
- Please track packages via email or our third party shipping company
- Tracking information may take up to 48 hours to update.
Customers are responsible for providing the correct shipping address. Incomplete or incorrect shipping addresses may result in lost packages or delayed shipments.
Note: The shipping carrier will make up to 3 delivery attempts before returning the package back to us if there is no recipient available to sign.
- If you are experiencing delays, please allow up to 2 business days after the estimated delivery date to contact us.
- If you did not receive your package after it was marked as delivered, please check with any neighbors, leasing office, or household members before contacting us.
- If a package is marked as “delivered” and it has been over 2 business days since the package was marked delivered you may opt for a full refund in the form of Big Mo account points for the cash equivalent value
- For any other questions, please contact us via our Contact Page.
- Orders may be cancelled only if it has not been processed and you must contact us asap to request a cancellation. Orders are processed quickly in our efforts to ensure customers receive their packages as soon as possible.
- Orders that have already been shipped or processed may not be cancelled or edited.
- Our support team is available Monday – Friday 9:00 AM – 5:00 PM PST. If you’ve reached out to us after these hours, we may not get to your email until the following day, and the order may have already been processed.
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 Contact Us 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 Contact Us to report this website issue and either attach or embed the screenshot of your cart to the email.
Marketing Information
Contact Us with the details of your collaboration request & hopefully we’ll be able to make some magic happen!
Contact Us with the details about your request.
Order Management
Your best bet is to first check with any roommates, neighbors, building managers, leasing office, mail room, and any other people in the vicinity to see if they may have picked up the package. Current shipping times are 2-5 business days, based on location and postal service volume. Any issues that arise with such shipments that are marked delivered must be resolved by the customer with the third-party shipping company. Also please allow an additional 24-48 hours, sometimes mistakes happen and packages accidentally get marked as “Delivered” up to 48 hours before the actual delivery. Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. Big Mo’s is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user at time of checkout.
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 Contact Us and include your order number and full name in the text.
Standard shipping takes 2-5 business days, based on location and postal service volume. Big Mo’s will not be responsible for packages shown as Delivered when it is shipped to third-party shipping carriers. Any issues that arise with such shipments that are marked delivered must be resolved by the customer with the third-party shipping company. Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. Big Mo’s is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user.
Please Contact Us 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 Contact Us 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
No Return Policy for Tobacco or Hemp Products. Refunds are issued in the form of store credit as Big Mo account points,
Due to the nature of tobacco and hemp products and regulatory health guidelines, all sales of tobacco and hemp 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 or hemp 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 or hemp 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 su*****@************op.com or filling out our contact us form.
In the unlikely event that you receive a damaged or incorrect product, please contact our customer service within 24 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:
Warranties on pod systems and mods are at the discretion of the original manufacturer as we are simply a third party retailer.
Disposable Vapes:
Warranties on disposable vapes are at the discretion of the original manufacturer as we are simply a third party retailer. Should you have issues with a product we will advise you to contact the respective maker of your device for more help. If it is determined that the device is defective, we will issue a refund back to your Big Mo account for the cash value equivalent of the defective product. No exchanges or replacements are allowed 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 verified prior to approving the warranty.