Shipping Protection Policy

Shipping Protection is an optional service offered at checkout to help address certain shipping issues that may occur in transit, such as packages that are lost or items that arrive damaged during shipping. This service is offered and administered by SmokTek and is not an insurance product. Captain Shipping Protection is a software tool that enables this option on our store.

When Shipping Protection is added to an order, the fee is collected and retained by SmokTek. Claim review, resolution options, and compensation decisions are determined solely by SmokTek in accordance with this policy.

What Shipping Protection May Cover

Shipping Protection is intended to help with qualifying shipping issues that occur before confirmed delivery. We may consider claims for:

  • Packages lost in transit.
  • Items that arrive damaged due to transit.
  • Certain other carrier-related delivery issues, reviewed on a case-by-case basis.

All claims are reviewed individually. Submission of a claim does not guarantee approval, replacement, credit, or refund.

What Shipping Protection Does Not Cover

Shipping Protection does not generally cover:

  • Incorrect or incomplete shipping addresses entered at checkout.
  • Carrier delays, delivery exceptions, or events outside of our control when the order is ultimately delivered.
  • Orders returned to sender due to address issues, failed delivery attempts, refusal, or failure to comply with delivery requirements.
  • Product dissatisfaction or other non-shipping-related issues, which remain subject to our standard Refund Policy.
  • Fraudulent, abusive, or unsupported claims.
  • Once a package is marked delivered by the carrier, any subsequent loss or theft is outside the scope of Shipping Protection.

Claim Review

If you purchased Shipping Protection and believe your order experienced a qualifying shipping issue, contact SmokTek promptly and include:

  • Your order number
  • Your full name and the email address used on the order
  • A description of the issue
  • Photos of the package and contents for damage claims
  • Any relevant tracking, carrier, or delivery details

We may request additional information before making a decision. Claims are reviewed case by case based on tracking status, documentation, order history, and the circumstances presented.

Resolution Options

If a claim is approved, SmokTek may, at its sole discretion and subject to product availability, provide one of the following:

  • Replacement of the affected item
  • Store credit
  • Partial refund
  • Full refund

The resolution offered, if any, will depend on the facts of the claim and our review of the order.

Important Conditions

  • Shipping Protection is optional and non-refundable after the order is placed.
  • Claim determinations are made solely by SmokTek, and purchasing Shipping Protection does not guarantee any specific outcome.
  • This policy supplements, and does not replace, our standard Shipping Policy and Refund Policy.

Contact Us

For questions about Shipping Protection or to submit a claim, please contact SmokTek customer support through our contact page and include your order details for faster review. You can also file a shipping claim here.