Shipments and returns
Can I buy vapes in my state?
If you are asking yourself "Can I buy vapes in my state?", then we have the answer for you. Each state is different, and regulations can also be in specific cities. Unfortunately, there are going to be some of you that we can not ship certain products to. To help get your state or city policies back in order, please contact your local politicians and representatives.
This is easy to answer now. As of December 2019, the legal age to purchase any vape products in the USA is 21 or older.
*Because of military restrictions, we can not keep a copy of your military ID to confirm active military. This means that the age minimums related to military are not applicable on our website. We will process your order according the the minimum age in the state you are shipping to.
**If you have questions on getting vape products delivered to your location, please let us know. You can contact us here.
STATE REGULATIONS AND RESTRICTIONS
We can not ship vape juice to: Indiana
•We are currently not shipping any e-liquid (vape juice) to the Indiana. If you place an order for e-liquid shipping to this state, we will remove/refund the e-liquid, and ship the rest of the order. If you received free shipping and the order total falls below $75 (after the e-liquid is removed from the order), then shipping fees will be deducted from your refund.
We are restricted from sending flavored vape juice to: Massachusetts
•We can ship most products to Massachusetts. We can not ship any flavored vape juice except tobacco, which must be 35mg nicotine or less.
All credit card billing address information you provide must match in our system with that of the cardholder. If the information does not match, your order will be declined.
Credit Card Validation
For the protection of card holders and our company, orders that appear fraudulent may be put on hold for manual review. If necessary, a Customer Service Representative will call you to verify the order. If we are unable to reach you at the provided phone number or email address within a reasonable period of time, the order will be cancelled.
Manual review may delay the shipment and delivery of your order. We reserve the right to cancel any order before it is shipped.
We currently offer free USPS Priority shipping for USA domestic orders over $75.00 (item total) before tax. The option for free shipping will automatically appear during checkout if you have fulfilled the aforementioned requirements. Please select free shipping during checkout.
Due to circumstances out of our control, USPS has been expriencing issues with delays around the country and worldwide. The Coronavirus pandemic has caused a massive surge in online shopping. Because of this, USPS has been experiencing frequent delays, missed scans in tracking, and using alternate routes. This is especially evident with USPS First Class shipping, so we recommend going with USPS Priority shipping if possible. Shipping times listed in checkout and tracking are estimates, not guaranteed delivery dates. No shipping refunds we be given for shipping delays. If your package is delayed more than a week, feel free to reach out to us and we can get in contact with USPS. We appreciate your patience.
We have enabled UPS options during checkout. UPS Next Day Air and Second Day Air are now available. However, due to Coronavirus, UPS has temporarily suspended their "guarantee" shipping. This means that "Next Day" and "Second Day" are now estimates, not guaranteed delivery dates. However, UPS options are still your best chance at getting your vape mail immediately since USPS has been having a lot of issues. We ship UPS packages Monday through Friday - shipping cutoff time is 2pm PT M-F. Any orders placed afterhours will be shipped the following business day. Shipping is closed on weekends.
Packages are generally shipped within 1 business day of receipt of payment, and are shipped via USPS or UPS depending on the method chosen during checkout. Tracking will be automatically emailed to you shortly after your order has shipped. Whichever shipment choice you make, we will provide you with a link to track your package online.
Packages may or may not require a signature at either our or the carrier's discretion. To ensure delivery on more expensive packages, orders $150 or more will usually have signature required delivery automatically applied.
We pack all shipments Monday through Friday (holidays excluded). We do work occasional Saturdays and holidays to ensure timely shipment of packages. Orders packaged on these days may or may not be picked up by the carrier depending on their holiday or weekend schedule.
Shipping fees include handling and packing fees as well as postage costs. Shipping rates are based upon weight and location. 10% extra product weight is added to each item to account for packaging material for shipping. We reserve the right to package and send your order in one or more shipments depending on the weight and shipping categories as we see fit.
Effective 6-13-18: USPS shipping prices are generated according to package weight and delivery location.
SHIPPING TIMES (Delivery Estimate)
Most of our shipping methods will give you estimated delivery dates (not guaranteed). For guaranteed delivery dates, please choose UPS 2nd Day or Next Day shipping methods. For delays on your shipments, please contact the carrier (USPS, UPS, or DHL).
USPS First Class: 3-9 Business Days (Snail mail delivered by USPS)
USPS Priority: 2-4 Business Days
*USPS delivery days are Monday through Saturday (holidays excluded). For California orders, please allow 1 extra business day for delivery due to legal compliance.
UPS Ground: 1-8 Business Days
UPS 3 Day
UPS Second Day: Guaranteed to be delivered within 2 business days if order is placed by 2:00pm Pacific time (weekends & holidays excluded).
UPS Next Day: Guaranteed to be delivered within 1 business days if order is placed by 2:00pm Pacific time (weekends & holidays excluded).
*UPS Delivery days are Monday through Friday (holidays excluded).
An automatic email with tracking will be sent to you shortly after your order has shipped. This information can also be viewed when logged into your account in the "my account" page.
Please do not be alarmed if the delivery confirmation for your package has not updated in a few days. USPS delivery confirmation does not update until the package has reached a sort facility or your local post office. There may be no updates in between. All delivery issues should be addressed with your local post office.
USPS and UPS offer speedy and reliable service at a low cost. However, they can and will occasionally make the mistake of mis-routing a package. Unfortunately, these errors are out of our control and we are not responsible for errors or delays by USPS or UPS.
INCOMPLETE OR INCORRECT ADDRESS SUBMISSIONS
To ensure proper delivery, our website has been programmed to provide you with a USPS address correction during checkout. These addresses are generated from the USPS database. If this information is correct, it is always best to choose this option. Otherwise, you can choose to use the address you entered.
Please review your shipping address carefully when placing an order. We may attempt to correct errors before the order ships, but sometimes errors will get by. Errors in the shipping address will cause orders being delivered to the wrong address, delays in transit times, or returned orders. Once a shipment is returned to us, we may be required to pay return shipping which will be passed onto you.
Once an order ships with either USPS shipping options, we cannot change the address or reroute the shipment. If you select UPS Ground, UPS 3 Day, UPS second Day or UPS Next Day services the address can be changed before delivery, but UPS requires a $12.50 charge that must be paid before we can request the address change.
Return to Sender Packages
If we are not contacted before the package arrives back to us, upon receipt of the package, the order will be refunded minus the 2 way shipping costs as well as a 15% restocking fee. If we are contacted by you and you choose to reship the order, we will send back the order to the updated shipping address once the 2 way shipping fees are paid.
Alternatively to speed up the delivery time for errors on shipping, you can place the order again while the shipment is being routed back to us, once we receive the original package back we will refund the order minus the shipping fees we incurred and we will waive the 15% restocking fee.
APO/FPO (Military Delivery)
We do ship orders to all APO/FPO addresses. Due to restrictions in place by the United States Postal Service, we are unable to ship batteries or e-liquid to any APO or FPO addresses. If you have these items in your cart during checkout you will not have any shipping options available for your order. Please see the following link for further information.
We offer international shipping via USPS or DHL. Shipping rates are calculated according to shipment weight and delivery location. Please note that we do not currently ship batteries or e-liquid internationally. All international orders that contain batteries will either be cancelled or have their batteries or e-liquid removed from the order. You will be refunded for the cost of the removed items.
Insurance against lost or damaged packages is included on all UPS shipments, as well as USPS Priority shipments. Insurance ends once the package is marked delivered by the perspective carrier.
For any issues with your package please contact the shipping carrier and follow the instructions they provide.
To file a USPS claim please visit the following link or the phone number below
USPS® Customer Service
Call 1-800-ASK-USPS® (1-800-275-8777) to file a claim
Hours of Operation
Monday - Friday 8 AM - 8:30 PM ET
Saturday 8 AM - 6 PM ET
To file a UPS claim please visit the following link or the phone number below
UPS® Customer Service
Standard, international and USPS First Class shipment do not carry insurance of any type.
Order cancellation requests must be made through our contact form with the subject heading 'Cancel Order Request'. Attempting to cancel an order in any other way may result in a delay or missed cancellation request. If the shipment has been prepared or has any status other than "Processing", it may not be possible to cancel the order. A 10% fee will be applied on all order cancellations.
*Due to COVID-19, our returns policy has temporarily changed until further notice.
We have temporarily updated our returns policy to protect the health and safety of our customers and our staff. This allows us to maintain a clean, sanitized environment where the products you purchase are also located at. We are doing this to minimize contamination.
Returns for Refund
We have a 14 day return policy on new unopened merchandise from the date of shipment. A 15% restocking fee will be applied to merchandise returns. You may return merchandise at any time during the 14 day period. Please keep all items in sealed, brand new condition to be eligible for return.
Clearance items (found in our clearance section) are final sale and will not be eligible for a return for refund. Clearance items are limited to a DOA warranty only, detailed below.
We do not guarantee compatibility between items. If you have any questions about compatibility, please contact us before placing your order. We will not accept returns due to incompatibility.
No refunds will be given on any open or used merchandise. We also do not accept returns for any of the following items: e-juice, batteries, cartomizers, atomizers (tanks, RDAs, RTAs), replacement coils, mesh, drip tips, wick or wire. All other merchandise must be in new, unopened condition to be eligible for a refund.
*The customer is responsible for return shipping. We are not responsible for lost or damaged packages. When returning items please carefully package the contents, and we suggest using an insured shipping option. All returns will be inspected upon receipt. If the items do not meet the return criteria, no refund will be given. Any items that fail to meet the return criteria will have the option to be returned to you at the expense of actual shipping charge in both directions. If payment for both the return shipment and shipment back are not received within 30 days, the items will be considered abandoned.
Shipping charges will not be refunded. All returns must have prior written authorization. To request authorization please use our contact form and choose the subject heading 'RMA Request'. All returns that do not have prior authorization or require a signature will be rejected.
P.O. Box 130787
Carlsbad, CA 92013
*Please be aware that due to current conditions, returns may take weeks to be processed.
Warranty Returns (RMA)
We provide in-house DOA warranty service for kits, mods, tanks, and RDAs. DOA claims will be limited to store credit upon verification of issue. The devices covered by DOA warranty will have it detailed in the product description. This will cover manufacturer defects. All issues must be reported within 48 hours upon delivery. Beyond the DOA warranty period, you will be directed to the manufacturer.
Clearance items (found in our clearance section) are limited to a DOA warranty only - all issues must be reported within 48 hours upon delivery. All clearance item service are limited to replacement or store credit only.
It is your responsibility to inspect all of your items upon receipt of the shipment. Any claims for DOA, missing parts or damage must be reported within 48 hours of receipt of goods according to the tracking info. There will be no exceptions to this policy, making statements like 'I just noticed it', or 'I just now opened the item' or 'I didn't notice it earlier' or 'I didn't know', or 'I was on vacation/out of town' will not change the enforcement of this policy.
If you meet the criteria for in-house DOA warranty service, please contact us and we'll do our best to help. Please make sure to record a video of your issue that shows the serial code (or barcode) of your item along with the issue you are experiencing.
Manufacturers carry a longer warranty if you contact them directly.
REPLACEMENT PARTS/WARRANTY REPLACEMENTS
All replacement shipments and warranty shipments are shipped using USPS shipping.
Refusal or Limit of service
Due to the nature of internet sales, we reserve the right to refuse service to anyone. If you feel your refusal of service was unnecessary, please contact our Customer Service team at 855-505-8273