Contact Us

For any questions, please first see our FAQ page. 

Due to the nature of this product, we do NOT accept returns of any kind.

If your package hasn't had the label printed yet, you can cancel it but there is a small cancellation fee applied. We get charged a processing fee once you order and that is non-refundable. 

Include your order number, and any details so we may best assist you. But, remember for shipping, the days are Business Days. So don't include Saturday, Sunday or Holidays. 

Also, don't count the day you ordered as the first day. The day after your order is the first day. Cutoff time is 1pm Mountain Time. If you order after 1pm then add another business day to the delivery time. 

Once the package leaves our facility and is scanned by UPS, there is nothing we can do and UPS takes full responsibility for the package from there. 

Remember, never send anything back to us, there are regulations with these products and you can be fined for shipping them the wrong way or via the wrong mail service. 

Email us at info@SmokeEffect.com with your order NUMBER. (Check the FAQ page first, your question is most likely answered there)

Smoke for the wicks lasts on average 25-35 seconds, they never goes over 40 seconds. If it is under 8 seconds then that is considered dud which is very rare and we refund for those. We like to see video of those to make sure we keep our dud rate under 0.01%.