You can contact Emberz Customer Support through the official channels listed on our website, including: Online Support Options • The Customer Service / Help Center (https://www.emberzct.com/home/emberz-customer-service)p(https://www.emberzct.com/home/emberz-customer-service)age • The Emberz Inquiry Form (https://www.emberzct.com/home/emberz-customer-service) • The live chat button located in the bottom-right corner of the Emberz website • Email support Priority Support for Emberz Memberz • MVP Treatment Request (https://www.emberzct.com/mvp-treatment-request)(Member-only) Emberz Memberz may submit an MVP Treatment Request through the dedicated tab in the Member Menu when logged in. This feature provides priority handling for eligible product questions, order issues, purchase assistance, or personal shopper support. Direct Contact Information • Phone: (860) 421-4141 • Email: info@emberzct.com • Store Address: Emberz Smoke Shop 1227 Burnside Ave. East Hartford, CT 06108 To ensure the fastest and most accurate assistance, please include: • Your order number (if applicable) • The email address used at checkout or associated with your account • A clear description of your question or issue Support requests submitted through unofficial channels (including personal staff accounts or social media messages) may not be monitored or responded to.

The MVP Treatment Request (https://www.emberzct.com/mvp-treatment-request)is a priority support feature available exclusively to Emberz Memberz. It allows members to request elevated assistance for: • Product questions or recommendations • Purchase guidance or personal shopper support • Order-related issues or follow-ups • Member program or perk-related inquiries MVP Treatment Requests are reviewed and handled with priority over standard customer service inquiries.

Customer Support Can assist with: • General order questions or status clarification • Account access or basic account-related questions • Explaining Emberz policies, programs, or features • Guidance on shipping, pickup, or fulfillment processes • Assistance with eligible claims or documented issues • Direction to the appropriate form, page, or policy Customer Support is intended to provide clarification and assistance — not to override established policies.

Customer Support Cannot: • Override the A(https://www.emberzct.com/home/return-policy-and-terms-of-sale)ll Sales Final Policy (https://www.emberzct.com/home/return-policy-and-terms-of-sale) • Guarantee order cancellations or changes • Issue refunds where not permitted • Bypass age-verification or ID requirements • Modify orders that are locked, processed, shipped, or fulfilled • Override carrier decisions, tracking scans, or delivery confirmations • Guarantee claim approval, replacements, or compensation All support actions are subject to Emberz’s policies and operational limitations.

Customer Support operates during standard business hours, excluding holidays or closures. Support requests submitted outside of business hours will be reviewed and addressed during the next available business period. Submitting multiple requests for the same issue does not accelerate response time.

Response times vary depending on: • Request volume • Issue complexity • Order status or documentation required While Emberz strives to respond as promptly as possible, response times are not guaranteed, and delays may occur during high-volume periods, promotions, or product releases.

No. Contacting Customer Support does not pause, stop, or delay order processing, fulfillment, shipping, or pickup timelines. Orders continue through their normal fulfillment process unless Emberz explicitly confirms otherwise in writing.

Once an order has been shipped or picked up: • It is considered fulfilled • It becomes subject to Emberz’s All Sales Final Policy (https://www.emberzct.com/home/return-policy-and-terms-of-sale) • Modifications, cancellations, or reversals are generally not possible Customer Support (https://www.emberzct.com/home/emberz-customer-service)may still provide clarification or guidance, but fulfillment status cannot typically be reversed.

No. Customer Support does not have the authority to override Emberz policies, including but not limited to: • Returns, refunds, or exchanges • Age-restricted sales requirements • Shipping and pickup rules • Reward or promotion limitations • Program eligibility or enforcement actions All policies are applied consistently to protect customers, staff, and the business.

No. While MVP Treatment Requests receive priority handling, they do not override Emberz’s established policies. Customer Support — including MVP Treatment — does not have the authority to override: • All Sales Final policies • Age and ID verification requirements • Shipping, fulfillment, or cancellation rules • Eligibility requirements for holds, layaway, rewards, or programs • Inventory availability or pricing rules MVP Treatment is designed to provide faster, more attentive support, not exceptions to policy.

Yes. Proof of purchase is required for most order-related support requests, claims, or reviews. Acceptable proof may include: • Order confirmation • Receipt • Account order history • Shipping confirmation Requests submitted without verifiable proof of purchase may not be reviewed or processed.

Emberz maintains a zero-tolerance policy for abusive, harassing, threatening, or inappropriate behavior toward staff. This includes: • Verbal abuse or harassment • Threats or intimidation • Repeated hostile communications • Disrespectful or disruptive conduct Such behavior may result in: • Support termination • Account restriction or closure • Refusal of service • Permanent banning from future transactions or premises

Repeated false claims, fraudulent reports, excessive “not received” allegations, or unwarranted chargebacks may result in: • Denial of future claims • Loss of program eligibility • Account suspension or termination • Refusal of future service • Internal flagging for fraud prevention Chargebacks initiated without first contacting Emberz may be contested and can permanently impact your ability to shop with us.

Yes. Emberz reserves the right to refuse service, limit support access, or restrict account features at its discretion, including but not limited to cases involving: • Policy abuse • Fraud or misrepresentation • Repeated violations • Disruptive or abusive behavior • Attempts to circumvent rules or systems This right applies to both in-store and online interactions.

Yes. All Customer Support decisions are final! Support decisions are made based on: • Published policies • Documentation provided • Operational feasibility • Compliance and legal requirements Customer Support is not a negotiation or arbitration channel and is not obligated to provide resolutions outside established policy boundaries.