Customer Satisaction
At Final Smoke™, we realize we are working in a challenging industry, and within a relatively new medium (the Internet). Considering the large number of orders we process daily, it's gratifying to know that the majority of our customers are completely satisfied with our products, and the level of service they receive from us. Inevitably, however, situations do arise in which some customers are not completely satisfied with the products they have purchased. While we strive for excellence, we realize it is still not possible to please everyone. Sometimes customers purchase products expecting unrealistic results. Some customers may purchase products before reading and fully understanding our web site terms and conditions, or the conditions of the offer presented. Therefore, they may be confused or surprised about our pricing framework. We are concerned about all of our customers, not just those who enjoy smooth transactions, and benefit from solid customer service. For customers who may have a concern, we are committed to providing a satisfactory resolution. In the following sections, we reveal our business model, and explain how it is designed to ensure that your experience when dealing with us will be a rewarding one.

Our Business Model
We offer our products on a "discounted introductory basis". This ensures that our customers have ample time to evaluate our products (and at a deeply discounted price) before deciding to become a regular customer.

From the time the introductory order is placed, the customer will have 15 days to try the product and decide if it is a good fit, or they may cancel their membership within that timeframe if not satisfied for any reason whatsoever. Instructions for canceling and contact information is provided in several locations on our web site.

If the customer does not contact us to cancel their membership before the product tryout period expires, we process billing for the regular monthly delivery of the product until cancellation is requested. These terms are clearly displayed on the product order form page, and on our offer terms page.

Premium Services
Some of our products include trial memberships in one or more subscription club plans which are available for an additional monthly subscription fee once the plan's trial period has expired.

These plans provide additional benefit to the customer in the form of a value-added informational service that is designed to complement and enhance the benefits realized from our products, making them that much more effective. The process to cancel these services is similar to our own, in that the customer is provided with the subscription service's contact information, along with simple instructions for canceling membership during the plan's trial period. If not cancelled within alotted time, the subscription will continue with regular monthly billing. These terms are clearly displayed on the product order form page, and on our offer terms page.

Press Relations
It is well known that the press and media tend to exploit the claims of customers who are not satisfied with a product or service in order to fill vacant air time with sensationalized stories. Facts are often twisted and exaggerated to avoid presenting the merchant in a positive light.

We believe in complete transparency and invite members of the press to contact our media representative, and inquire about our company, products, or the industry at large.

Contacting Us
We would like our customers to know that they can reach us by phone or email 24 hours a day. We've staffed our nationwide call centers with knowledgeable and caring agents who are willing to help with any issues that may arise.

We promise short hold times, friendly people, and stellar customer service. We know that satisfied customers will remain loyal and grace us with their continued patronage.

Usability
As consumers ourselves, we understand the importance of reading and understanding the terms and conditions of an offer, the legal disclaimers, the pricing structure, and other vital information before making a purchase.

Rather than relying on unreadable fine print, or confusing legal terms, we present our terms, conditions, and other documentation in clear, readable font sizes and colors, with links to this information in locations where visitors would logically expect to find them. As always, we believe transparency is the key to a satisfying experience for everyone.

Limited Product Availability
Many of our products are advertised as being available in "limited supply", and for a "limited time". These claims are absolutely genuine. Many times new products are manufactured in limited quantities in order to gauge market acceptance, and time is of the essence for the customer in order to ensure availability. Certain products create mode demand than others, and it can become quite challenging to match supply with demand as manufacturing facilities are constrained by rigid production schedules. Increased production runs are scheduled for high-demand products, while other products may be discontinued if we find the market to be insufficient to justify the continued costs of production and advertising.

Legal Compliance
As we release new products, and the web sites which describe them, our lawyers review all copy and marketing materials. Additionally, our attorneys are well-versed in the regulatory frameworks of the FDA, FTC and many State Attorneys General, helping to ensure that we remain in strict adherence to all of their guidlines.

Solving Problems
From time to time complaints are filed with the BBB or other consumer advocacy agencies. We always try to respond to these inquiries in a timely fashion with accurate information. These cases often take some time to complete, as there is a generally accepted communications protocol we must follow. However, in most instances, issues are resolved to the customer's satisfaction, and we fully cooperate with such agencies on a regular basis.

Discovering Dissatisfied Customers
As part of our ongoing customer satisfaction policy, certain members of our staff have been charged with the task of constantly searching the Internet for ways in which our customers are talking about our products and services. When we find discussion related to our products, we may attempt to reach out to those individuals using any contact information they've left on specific web sites, or from information stored in our internal database. Our top priority is resolving the concerns of our customers (even if they have not approached us directly with their issue).

We Value Your Opinion
Customers often provide us with comments and suggestions for new products, or changes they would like to see in existing products, or in our advertising materials.

We take all of this feedback quite seriously, and try to give each and every message the time and consideration it deserves. While we can't respond to everyone due to time constraints, we certainly pass this information around to various staff members for further discussion and possible implementation.