Emberz: The Emberz Smoke Shop brand, including in-store experiences, online platforms, programs, and culture initiatives.

Help Center: The help area containing reference links, forms, and topics for assistance before contacting the store.

Information & FAQs: This page. Educational content explaining how Emberz operates, including programs, rules, and policies.

Age‑Restricted Products: Products legally limited to customers 21 years of age or older.

Emberz Memberz: Emberz’s loyalty rewards community made up of customers who have signed up for the Emberz rewards program. Emberz Memberz receive access to points, credits, and exclusive benefits available only to registered members, based on participation and eligibility.

Emberz Memberz Rewards Program: Emberz’s loyalty and rewards program that offers points, credits, and eligible perks based on participation.

Rewards Program Terms & Conditions: The governing rules that apply to Emberz Memberz participation, earning, redemption, limitations, expiration, forfeiture, and abuse prevention. These terms govern all reward-related value, including points, credits, and Emberz Buckz, and control eligibility, usage, exclusions, and Emberz’s right to modify, suspend, or discontinue rewards at any time.

Rewards: Non‑cash benefits earned through eligible activity. Rewards have no cash value, are non‑transferable, and may expire.

Perks: Exclusive benefits available only to Emberz Memberz. Perks may include early access, priority notifications, special opportunities, or other member-only benefits. Perks are non-transferable, subject to availability, and may change or be discontinued at any time.

Emberz Buckz: Emberz-created, non-cash reward value earned through eligible activity as part of the Emberz Memberz rewards program. Emberz Buckz are usable only within the Emberz ecosystem toward eligible purchases as defined by the Rewards Program Terms & Conditions. Emberz Buckz are not currency, not cash, not store credit, and not gift cards. They have no cash value and cannot be redeemed for cash, transferred, sold, gifted, or combined outside permitted uses. Emberz Buckz may expire, may be forfeited due to inactivity or program abuse, and are governed exclusively by the Rewards Program Terms & Conditions.

The Smoke Society: Emberz’s private, community-driven discussion forum designed for customers to connect, share experiences, ask questions, post reviews, and participate in conversations around products, culture, and lifestyle. Think of The Smoke Society as Emberz’s own internal social platform, similar in function to a private Facebook group but built specifically for the Emberz community. Participation may include posting, commenting, reacting, and engaging in topic-based groups or discussions. Access may require an Emberz account and may be limited, moderated, or restricted at Emberz’s discretion. Smoke Society is community-focused and does not guarantee rewards, perks, or special access unless explicitly stated.

Insider Access: Early or priority opportunities provided to eligible members or communities; not guaranteed.

The Stash Cash Layaway Plan: An Emberz-created, fully in-house layaway program that allows customers to reserve a specific, identified item and pay for it over time through scheduled or incremental payments made directly to Emberz. Key details of the Layaway / Stash Plan: • The plan applies to one specific item agreed upon at enrollment • The item is set aside ("stashed") while payments are being made • Payments are applied only toward that reserved item • Ownership transfers only after the full balance is paid This program is not financing, not credit, and involves no loans, no interest, no credit checks, and no third‑party services. Emberz does not participate in, report to, or communicate with any credit bureaus. Participation in the Stash Cash Layaway Plan does not create debt, does not affect credit scores, and is never reported as credit activity. If a layaway plan is not completed within the agreed timeframe, the plan may be considered abandoned and subject to forfeiture under the program’s terms. Because this is a reservation-based program, payments are generally non‑refundable unless otherwise stated. The Stash Cash Layaway Plan exists solely as a purchase‑planning option created by Emberz to help customers responsibly bridge short‑term purchase gaps without the risks or obligations of traditional financing.

Layaway/Stash Plan: An individual, item-specific reservation created under the Stash Cash Layaway Program. A Layaway/Stash Plan applies to one identified product, outlines the agreed payment schedule and timeframe, and remains active only while payments are made according to the disclosed terms. A Layaway/Stash Plan does not represent credit, financing, or ownership. Ownership transfers only after the full balance is paid. If the plan is not completed within the agreed timeframe, it may be considered abandoned and subject to forfeiture under program terms.

The Reserve (Free 24-Hour Product Hold): A member-only perk available exclusively to Emberz Memberz that allows eligible members to place a temporary hold on a specific item for up to twenty-four (24) hours at no cost. It is designed to give members short-term priority access while deciding on a purchase. The Reserve is subject to item availability, eligibility, product type, and Emberz approval. Placement of an item on The Reserve does not guarantee purchase, pricing, inventory availability beyond the hold period, or future access. The Reserve is intended as a short-term courtesy hold only and is not a reservation, purchase agreement, or guarantee of availability. Emberz reserves the right to limit, modify, or discontinue The Reserve at any time.

Limited Release/Drop: Products offered in restricted quantities, for a limited timeframe, or as one-time releases. Availability is not guaranteed, restocks may not occur, and limits may apply per customer or account.

Factory Defect: A manufacturing or assembly‑related flaw that is identified upon inspection and, based on Emberz’s reasonable assessment, is determined to be inconsistent with the product’s intended condition at the time of sale. A Factory Defect is determined solely by Emberz and must be verifiable through visual inspection, functional testing (where applicable), or other reasonable evaluation methods. The existence of a Factory Defect does not depend on establishing when or where the issue originated. A Factory Defect does not include, but is not limited to: • Damage caused by use, misuse, improper handling, or modification • Normal wear and tear or degradation over time • Consumable behavior or expected product limitations • Compatibility issues with other devices, components, or materials • Performance changes after use or environmental exposure • Cosmetic variations, packaging damage, or aesthetic imperfections • User preference, dissatisfaction, or expectations not guaranteed by Emberz or the manufacturer Any consideration related to a Factory Defect is handled on a case‑by‑case basis, subject to Emberz’s policies in effect at the time of review. Identification of a Factory Defect does not create an automatic right to a return, refund, exchange, or replacement, and does not override Emberz’s All Sales Final Policy (https://www.emberzct.com/home/return-policy-and-terms-of-sale)unless explicitly stated in writing by Emberz.

All Sales Final: Policy indicating that purchases are not refundable or returnable except as expressly stated in Emberz’s All Sales Final Policy.(https://www.emberzct.com/home/return-policy-and-terms-of-sale) Any exception must be clearly communicated by Emberz in writing and does not apply retroactively.

Emberz Radio: Emberz’s curated music and culture platform created to spotlight new, up-and-coming artists and creative voices from Connecticut and all over the world that resonate with the Emberz community. Emberz Radio blends in‑store atmosphere, digital features, and community engagement to deliver a rotating selection of music that reflects emerging talent, local culture, and certified favorites. Emberz Radio may include featured artist rotations, curated playlists, in‑store playback, digital listening experiences, and community-driven content. Artist selection is editorial and discretionary, based on curation standards rather than popularity or payment. Participation or inclusion in Emberz Radio does not guarantee ongoing placement, compensation, promotion, or Hall of Fame recognition, and Emberz reserves the right to update, rotate, or remove content at any time.

Emberz Hall of Fame: An archival recognition space created by Emberz to honor artists, products, events, and cultural moments that have been featured, notable, or impactful within the Emberz ecosystem. Inclusion in the Emberz Hall of Fame signifies that an artist, product, or event was considered worthy of being documented, preserved, and enshrined as part of Emberz’s ongoing history. Hall of Fame recognition is editorial, curated, and discretionary. Inclusion does not guarantee future promotion, availability, or ongoing association, and Emberz reserves the right to expand, update, or archive entries over time as the brand evolves.

Program Abuse: Any action that violates Emberz program rules or intent, including misuse of perks, attempts to bypass limits, multiple or duplicate accounts, resale of benefits, harassment, or behavior that undermines fair access. Program abuse may result in removal of access or participation.

Non‑Transferable: Benefits or rewards that cannot be shared, sold, or transferred to another person.

Modification Rights: Emberz’s reserved right to update, modify, pause, or discontinue programs, perks, features, eligibility requirements, or policies at any time, with or without notice, as permitted by law.

Emberz Unfiltered: Emberz’s official editorial blog and content platform, created to publish culture-forward, honest, and unfiltered perspectives connected to the Emberz community. It serves as a space for storytelling, commentary, education, and insight across products, trends, music, lifestyle, and community topics that matter to Emberz and its audience. Content on Emberz Unfiltered may include product spotlights, opinion pieces, culture features, behind-the-scenes looks, community highlights, and brand-driven narratives. While content may reference products or experiences available at Emberz, Emberz Unfiltered is editorial in nature and is not intended as advertising guarantees, product warranties, or professional advice. All content is created, curated, or approved by Emberz. Publication does not imply endorsement, availability, or ongoing association unless expressly stated. Emberz reserves the right to update, archive, revise, or remove content at any time.

The Lounge Feed: A real-time or regularly updated community feed where Emberz members may view posts, updates, discussions, or featured content shared within Emberz platforms. The Lounge Feed is designed to surface conversation, culture, and community engagement and may include user-generated or Emberz-created content. Visibility and participation are subject to moderation and platform rules.

The Red List: A members-only access page exclusive to Emberz Memberz, created to provide early visibility and priority access to select products, drops, and opportunities before they are made available to the general public. The Red List may include: • Early drop access • Reserved or limited inventory • Member-priority availability • Select items designated for Emberz Memberz first Access to The Red List is limited to eligible Emberz Memberz accounts and is subject to availability, inventory constraints, and Emberz discretion. Placement of an item on The Red List does not guarantee purchase, pricing, quantity, or duration of access. Emberz reserves the right to update, rotate, add, or remove items from The Red List at any time and to modify eligibility or access rules as needed.

VIP Request Concierge: A member-only request feature available to eligible Emberz Memberz, created to handle special requests, event-related needs, bulk inquiries, and hard-to-source items that go beyond standard in-store or online availability. The VIP Request Concierge may be used for: • Special or hard-to-find product requests • Event supplies or coordinated product needs • Bulk or quantity-specific inquiries • Curated recommendations based on a member’s needs • Advance planning for upcoming occasions or drops All requests submitted through the VIP Request Concierge are reviewed on a discretionary, case-by-case basis. Submission of a request does not guarantee fulfillment, pricing, availability, timing, priority access, or exclusivity. The VIP Request Concierge is a service-based feature, not a purchase guarantee, and Emberz reserves the right to approve, decline, limit, or modify requests based on feasibility, inventory, compliance, and operational considerations.

MVP Treatment Request is a member-initiated request channel designed for high-engagement Emberz Memberz seeking elevated consideration, personalized support, or enhanced service experiences within the Emberz ecosystem. MVP Treatment Requests may relate to: • Elevated in-store or purchase experiences • Personalized assistance beyond standard support • Priority consideration for select opportunities • Situational accommodations based on loyalty, engagement, or history MVP Treatment Requests are not a product request system and are not guaranteed to result in special access, pricing, inventory allocation, or services. All requests are reviewed at Emberz’s sole discretion and may be approved, modified, limited, or declined based on eligibility, feasibility, operational factors, and brand standards. Submission of an MVP Treatment Request does not create entitlement, obligation, or expectation of preferential outcomes. Emberz reserves the right to modify or discontinue this feature at any time.

Member Bio: A profile section associated with an Emberz Memberz account that may display basic member-selected information, preferences, or engagement indicators. Member Bio content is optional, editable by the member, and subject to Emberz’s community guidelines and moderation standards.

My Bucket List: A personal, member-facing feature that allows Emberz members to save, track, or mark items of interest for future reference. Items added to My Bucket List are not reserved, held, or guaranteed to be available unless expressly stated through a separate program or perk.

Emberz Alerts: A centralized updates and notifications page within the Emberz ecosystem that displays important announcements, status updates, and timely information relevant to Emberz members and customers. Emberz Alerts may include: • General announcements and brand updates • Order-related updates or status notifications • Smoke Society updates or community notices • Program, perk, or policy updates • Drop announcements, availability notices, or timing changes Emberz Alerts is intended as an informational reference hub. Content displayed may be time-sensitive and subject to change. Posting of an alert does not guarantee availability, fulfillment, access, or duration unless expressly stated. Emberz reserves the right to update, replace, archive, or remove alerts at any time.

The Blueprint: An account settings and configuration page within the Emberz ecosystem, designed to give members control over their account preferences, profile details, and engagement settings. The Blueprint may include the ability to: • Manage account information and profile settings • Adjust communication and notification preferences • Review or update participation settings for programs, alerts, or community features • Access account-related tools or configurations tied to the Emberz Memberz experience The Blueprint functions as a settings and management hub. Changes made within The Blueprint affect how a member interacts with Emberz platforms but do not guarantee access to specific products, perks, rewards, or opportunities. Emberz reserves the right to update, expand, or modify The Blueprint’s features and available settings at any time.

The Paper Trail: An order history and transaction record page within a customer’s Emberz account. It provides a chronological view of past purchases, order statuses, and related transaction details associated with the account. The Paper Trail may include: • Completed and pending orders • Purchase dates and basic order details • Order status updates or fulfillment indicators • References to receipts or transaction records The Paper Trail is provided for informational and record-keeping purposes only. Displayed information may be subject to processing times, system updates, or availability and does not alter Emberz’s policies, including All Sales Final, rewards eligibility, or program terms. Emberz reserves the right to update, correct, archive, or limit access to historical order data as permitted by law and operational requirements.

A protection program offered by Emberz that provides coverage for eligible glass smoking devices against accidental damage. The Emberz Flame Guard is designed to give customers added peace of mind by helping replace or repair covered glass items that are broken during normal, intended use, subject to program terms and conditions.