Who can order tobacco and how is it shipped?

Tobacco sales are limited to Illinois customers only.  As of 7/20/2011, we will now be using USPS adult signature required to ship tobacco to customers.  An additional $4.75 will be added to your order as part of the shipping fee.  This is necessary to ensure compliance with State and Federal laws regarding shipping tobacco.  All non-tobacco orders will be shipped via USPS priority mail (no signature required).

What shipping service do you use and how long does it take to arrive?

We use United States Postal Priority (USPS Priority) mail to ship packages.  Priority mail takes anywhere from 1-5 days depending on how far the destination is from Chicago.  Most customers will receive their package within 2-3 business days.  USPS delivers on Saturday, which is why we prefer this option.  If you need us to use a different carrier for shipping, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

How is the shipping total calculated?

We use a USPS shipping calculator to determine the price of shipping.  It is based on weight and destination zip code.  Most shipments are anywhere from $5 - $15.  Several items throughout the website are eligible for free shipping.  While there isn't a list available, it usually is reserved for higher priced items, specialty pipes, and vaporizers. 

How will my package be labeled and what will show up on my bank statement?

We ship in plain brown cardboard boxes or USPS provided boxes.  The shipping label will say Ember and have our return address.  Bank statements will show "Ember Smoke LLC".

What is the minimum age required to make a purchase?

All of Ember Smoke Shop's products are restricted to customers who are 18 years of age or older.  

What payment methods do you accept?

We accept both credit/debit (Visa, Mastercard, Amex, Discover).  In order to comply with Paypal's Terms of Use, we can only accept Paypal on certain types of purchases.  Please contact This e-mail address is being protected from spambots. You need JavaScript enabled to view it with inquiries. 

What is your return policy?

If your item is defective upon arrival, we will replace the item at no charge to you.  We issue a call tag via UPS or other carrier.  You simply print the label out, or in some instances UPS will bring the printed label.  It is placed on the shipping box and returned to Ember Smoke Shop.

If we made a mistake with your order, we will send a call tag to collect the incorrectly shipped product or simply ship out the missing item at no cost to you.  Ember uses a sophisticated Point of Sale system to ensure we keep track of inventory.  We know exactly what is going out and coming in at any point in time.  Mistakes are extremely rare.

If after using your item for several months you experience a problem, one of two things will happen.  If the item is a vaporizer, we often carry a 1 year warranty that is separate from (and in addition to) any manufacturer warranty.  If this is available for your item, we will send a call tag to collect the defective item and issue you a replacement.  The turn around time on this can take up to two weeks.  If we do not offer an additional warranty, we may refer you to the manufacturer's warranty to receive repair or replacement for the item.  It is the responsibility of the customer to register their product with any manufacturer who requires it to receive a warranty on their product.  

Damaged products due to neglect, misuse, or abuse cannot be returned.  In addition, perishable products such as tobacco, cigars, snus, and others cannot be returned after opened. 

Please thoroughly clean your item before returning it to Ember.