Smokies Life Store Policies 2024

Customer Service

Please contact the Smokies Life warehouse staff via email at mailorder@smokieslife.org or by calling 865.436.7318.

Shipping and Delivery

Smokies Life online orders are processed Monday through Friday, excluding major holidays. Customer service hours are from Monday through Friday from 9 am – 4 pm EST. Orders are shipped via USPS and UPS, depending on the size and weight of the package.

Most orders are processed and shipped within 1-3 business days, depending on product availability. Once your order has been shipped, you will receive an email confirmation of your purchase along with the order tracking number. 

The shipping cost is based on the distance and method of shipping. Please select the option that best suits your delivery needs during checkout.

If you place an order after 2 pm Friday, or through the weekend, your order will not ship until the following Monday. The Smokies Life warehouse is closed on the weekends.

We do not currently ship outside the USA. We apologize for the inconvenience.

Packaging Materials

Smokies Life is dedicated to sustainable practices for our retail operations. Reducing, reusing and recycling packing materials is our goal, along with providing security and protection for shipments.

Webstore orders generally ship in recyclable poly/bubble mailers made from recycled material or new and reused cardboard boxes. Packing materials for shipments include recyclable/biodegradable new or reused materials. We purchase fully biodegradable packing peanuts and reuse Styrofoam packing peanuts.

Special Shipping Promotions

Any special shipping promotions are designated for one shipping address per order. We are not able to ship to multiple locations for free.

Exchanges and Refunds

Exchanges of purchased items or a refund for a returned item are accepted on a case-by-case basis within 30 days of purchase. Please contact the Smokies Life warehouse staff for directions on how to process an exchange or refund via email at mailorder@smokieslife.org or by calling 865.436.7318.

Payment Processing

We accept credit card payments through Authorize.net. When processing payments, some of your data will be passed to Authorize.net, including information required to process or support the payment, such as the purchase total and billing information.

For Smokies Life Members

Park Keeper members are eligible for a discount in the Smokies Life webstore and in Great Smoky Mountains National Park stores, with the exception of the annual parking tag. To access your member discount, create an account to log in on the Smokies Life website on this login page. Once logged in, you can shop the webstore and your discount will be applied automatically to eligible items in your cart. If you experience any issues logging in or with your member discount, please contact us at membership@smokieslife.org.