Help & support

Answers to the most common buyer and seller questions. Still stuck? Email us and include your order number.

Frequently asked questions

Where is my order?: Open My orders to see live status. Once a seller ships, a tracking number appears on the order. Sellers are expected to ship within two business days of payment.
Can I cancel an order?: Pending orders can be cancelled by you or the seller from the order screen. Once an order is paid and shipped, ask the seller for a refund instead.
How do refunds work?: Sellers can refund paid, shipped or delivered orders. Refunded items are automatically returned to the seller's inventory. Contact support if a seller is unresponsive for more than three business days.
Why can't I buy a product in my state?: Some categories cannot be shipped to every state. If your destination state is restricted for that category, checkout will block the purchase and explain why.
How do auctions settle?: When a seller closes an auction, the highest bidder gets a pending order at their winning bid. Pay from My orders to complete the purchase.
How do seller payouts work?: SmokeStream takes an 11% platform fee on each completed sale. Net payout totals are shown in the seller dashboard insights.