FAQs

Payment Information

What are your normal business hours?

We are available Monday-Friday 10am-5pm Eastern Time excluding national holidays.

Do you share my information?

Absolutely not! We do not sell or share your information with anyone, ever. You can read more about our Privacy Policy here.

Is my credit card information protected?

At FLOWER CITY® we take your privacy and security very seriously. We know it is important to be cautious while shopping online, but with FLOWER CITY® you can rest assured your information is protected.

Our website uses SSL security on every page you visit. You may have noticed the small lock icon next to the website address in your browser. This lock ensures that browser has recognized that you are visiting a secure website and that your information is being protected.

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. All data passed between the web server (us) and browsers (you) remain private and encrypted. From the moment you enter our site until the time you’ve completed checkout every step is encrypted and private.

FLOWER CITY® is also certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.

How do I create an account?

Making a new account is easy. Click the “My Account” icon at the top of the website and continue to “Create Account” or “Sign Up”. You can also choose to sign up with one of your social accounts.

Do you accept PayPal?

Unfortunately, Flower City® is not able to accept PayPal at this time.

Due to PayPal’s strict restrictions on tobacco products and functional glass products we are not able to accept PayPal as a payment option. There are no exceptions to this until PayPal revises their policies. This goes for us as well as every other online head shop. Should PayPal ever change their restrictions, Flower City® will gladly allow payment through PayPal.

Can I place an order over the phone or messenger?

Currently, we are only accepting orders via smokea.com or through Facebook Messenger. If you would like to place an order through Messenger, please have the SKU of each product you would like to order ready. We will then create an order and email it to you for you to complete payment to ensure that your payment information is kept safe and encrypted.

What will show on my billing statement?

Your billing statement will show a charge from “FLOWERCITY”, the date of purchase and the amount of the purchase. There will be no mention of the products you purchased or any mention of “smoke shop” or anything related.

Shipping Information

Is shipping discreet?

Yes, all of our packaged are shipped discreetly in a plain white or brown box or envelope. Items in your shipment will not be listed anywhere on the package with the exception of International shipments that require merchandise information for customs purposes.

How much is shipping?

Flower City is proud to offer Free Shipping on all orders to the US of $10 or more. Free Shipping services vary depending on the item(s) ordered and can take anywhere from 2-9 business days. Expedited Services are available at an additional charge.
International shipments do not qualify for Free Shipping and must choose either USPS First Class International, USPS Priority International, or USPS Priority Express International as a shipping options.

Expedited Services and International Services vary depending on the weight of your shipment and distance from our warehouse in Missouri. All shipping options available to you will be displayed at checkout.

Why did I have to pay extra shipping fees? (International Only)

Orders shipped outside the US may be subject to import taxes, customs duties and other fees levied by your country. Flower City® has no control over these additional charges, nor can we predict what they will be. We recommend checking with your local customs office for more information on these charges.

Will I have to sign for delivery of my order?

Although we do not automatically add signature confirmation to each order, we reserve the right to require an adult signature upon delivery at our discretion. If you are under the age of 21, do not order from this site. We take fraud and underage orders very seriously and we will report any misuse of this site.

Can I change my shipping information?

You can always update the addresses used on your account by visiting the “My Addresses” page. You must be logged in to your account to update your address.

If you’ve already placed an order and would like to change the shipping address on that order, you may do so any time up until your order is fulfilled by our warehouse. To do so visit the “My Orders” page and choose “Edit or Cancel” next to the order you’d like to change.

NOTE: If you would like to edit your order the current order will be cancelled and refunded. This gives you fullest flexibility when editing your order. Your shopping cart will then be reloaded and you can make the necessary changes.

Can I ship to an address other than my billing address?

Yes. Your billing address is only used to verify your credit card information. However, if fraud is suspected you may be asked to provide additional ID verification to prevent an underage/fraudulent order.

My order never arrived, what do I do?

First, check your tracking number to determine if your order is still in transit. If the order is marked “Delivered” and you have not received it you will need to contact your local USPS office with your provided tracking number.

When will my order ship?

We do our very best to ship every order within 24 business hours of being placed. If your order is placed before 12:00 PM Eastern Time, your order will usually ship the same day. If your order is placed after 12:00 PM Eastern Time, your order will be shipped the following business day.

Our normal business days are Monday-Friday excluding national holidays. Any orders placed after 12:00 PM Eastern Time on Friday are shipped first thing Monday morning.

Returning Information

How long does it take to receive my refund?

If your order was cancelled we process your refund immediately. Most refunds will post back to your account within 24-48 business hours. However, depending on your bank it may take up to 5 business days for it to be visible in your account

If you are returning products we will process your refund within 48 business hours of receiving your package back to our warehouse.

I received damaged products, what do I do?

In the unlikely event that an item sent to you is found to be faulty, simply begin the return process by visiting smokea.com/returns or contacting us, we will take care of shipping costs to receive the item back to our warehouse. Once we have received the item back your refund will be issued within 48 business hours. If you’d still like to receive the product you will then need to place a new order.

Important: All items are quality checked before leaving the warehouse. Please fully inspect your item before use for any damage in transit, as items will not be replaced or refunded after use.

I received the wrong product, what do I do?

While we take every care to ensure that you are sent the correct items, mistakes can occasionally be made. If you find that you have received the wrong products we will happily replace them with the correct items at no charge to yourself. Simply contacting us. You will then be provided with a pre-paid shipping label to ship the incorrect item(s) back to us. Once we’ve received the items back to our warehouse we will ship out your replacement item(s) within 48 hours.

How long do I have to return a product?

We hope that you will be delighted with your items however, if you would like to return your items for any reason at all, you may do so within 30 days of receiving your order. Items returned must be in a new and unused condition and are the responsibility of the customer until they are received by Flower City.

You can read our full return policy by clicking here.