Please thoroughly read below before emailing us, emails from customers with similar questions to the ones below will be redirected back here.
My package was marked as delivered, but I did not receive it. Where is it?
If this situation occurs, it could be due to one of these reasons:
- USPS scanned the package before delivering the package
- USPS was unable to deliver the package properly due to a different reason.
- The package was delivered to the wrong location.
Before contacting us, please try the following steps below to find your package:
- Contact USPS.
- Check in with your nearby neighbors to make sure it wasn’t mistakenly delivered to them.
- Wait 3 full business days for your package to arrive in the case that USPS was unable to properly deliver the package when the package was scanned.
If you are still unable to access your package after taking all the above mentioned steps, please email us about this issue and we will do our best to assist you.
My tracking number shows the package is still in pre-shipment, why?
All packages are picked up by USPS the same day the label is made. If it has not been updated this means USPS has most likely scanned your package but has not updated the tracking page.
Due to CoronaVirus, we have had many customers with packages in "pre-shipment" or "in-transit" for 1-2 weeks and then suddenly the package was delivered.
Please contact USPS if you have further questions about your package.
Allow some time pass for the tracking page to update.
If it has been more than 2 weeks and you have contacted USPS, then please email us and we can do our best to assist you.
When will my package ship?
We do our best to ship all orders out by the next business day but due to CoronaVirus we cannot guarantee that all orders will go out on the next business day. Please note, that if you place an order over the weekend, your order will not be processed until Monday when our shipping resumes.
Why didn't I get a confirmation email?
Confirmation emails are sent within a few hours after placing an order.
If a correct/valid email was not provided at the time of checkout then a confirmation email will not be sent to you.
Make sure to check your spam and junk folders because the emails do end up in there sometimes. Please verify that your email and information are correctly written when placing your order to prevent these issues.
Can I cancel/change my order?
We are not able to change orders after they have been placed. We cannot guarantee that we will be able to cancel orders or make any changes. There is a short window of time where we might be able to cancel an order before it has been sent to our shipping team.
As soon as an order has been prepped for shipment, the order is no longer able to be refunded, changed, or cancelled.
My order was shipped to the wrong address, what can I do?
If you have provided an incorrect or invalid address you can contact USPS to see if they can forward your mail or see if you can pick up the package at your local USPS.
If the order has been processed to return to sender then we will be able to assist you once the package arrives back in our warehouse.
My package is missing an item/is incorrect. What do I do?
If you think your order is wrong or is missing an item, please email us immediately, and we will assist you as best as we can.
Please provide us with a picture of what you received and let us know what is incorrect or missing. We will also need a picture of the package it came in as this helps us confirm if a package was missing any items.
All Defective, Missing, or Wrong Item claims must be reported back to us via email within 48-hours from the time of delivery.
If you still have questions, please utilize our contact information below:
Operating Hours: 9:30am-5:00pm PST (Monday-Friday)
There will be shipping delays due to COVID-19, please contact USPS for tracking updates.
If you are emailing us about your order, please include your full name and order number.
For wholesale inquiries, please call or email us.
Phone: 323-870-VAPE (8273)