This policy explains how returns, refunds, and order fulfillment work when you shop with 3 Heads Smoke Shop (“3 Heads,” “we,” “us”) for in-store pickup, drive-thru, or local delivery. By placing an order you agree to the policy below, which applies alongside our Terms of Use.
All sales are generally final
Because we sell tobacco, nicotine, vapor, hemp-derived, and related consumable products, and for health and safety reasons, all sales are final once an order has been fulfilled. We generally cannot accept returns or exchanges on these products after they leave our store or are handed to you, and we cannot resell returned consumable goods. A valid government-issued ID showing you are 21 or older is required to complete every purchase.
Defective or incorrect items
We want you to get exactly what you ordered in good condition. If your order arrives defective, damaged, or incorrect, contact us within 48 hoursof pickup or delivery with your order number and a description (photos help). After we verify the issue, we will, at our discretion, replace the item or issue a refund for it. Manufacturer defects on devices may also be covered by the manufacturer’s warranty, and we will help point you to it where one applies. This does not cover ordinary use, misuse, or buyer’s remorse.
Pickup orders
- Pickup orders are prepared at the store you select — 3145 US Route 20, Ste 205, Elgin, IL 60124 or 1227 Glen Ellyn Rd, Glendale Heights, IL 60139.
- The purchaser must be 21+ and present a valid, unexpired government-issued photo ID that matches the order at pickup.
- Orders are held for the purchaser through that location’s posted hours on the day of the order. If an order is not picked up within that window, it may be canceled and any charge refunded to the original payment method.
- If valid ID cannot be presented or age cannot be verified, the order will not be released.
Local delivery orders
- Delivery is available across Elgin, St. Charles, Glendale Heights, Lombard and nearby towns, from the fulfilling store. Your address must fall inside the serviceable zone — we confirm eligibility at checkout based on your address.
- We deliver locally and within the State of Illinois only. We do not ship or deliver across state lines.
- An adult 21+ must be present to receive the order and must show a valid, unexpired government-issued photo ID at the door. We never leave orders unattended.
- If no one of legal age is available, ID cannot be verified, or the recipient appears intoxicated, the driver will not complete the delivery. The order may be returned and canceled; delivery fees and any restocking of consumable items may be non-refundable in that case.
Payment & refund timing
Payment is processed securely by our payment provider when you place your order. When a refund is approved — for a canceled order, an unfulfilled item, or a verified defective or incorrect product — it is issued to the original payment method. Once processed, refunds typically appear within 5–10 business days, depending on your bank or card issuer. Delivery fees, tips, and taxes are refunded only where the underlying order is refunded or where required by law.
How to reach us
Have a question about an order, a defective item, or a refund? Contact us and we will make it right.
3 Heads Smoke Shop
3145 US Route 20, Ste 205, Elgin, IL 60124
(847) 214-1625
info@3headssmokeshop.com
Last updated: June 6, 2026.