FAQs: Answers to Your Vape Queries

Pay

What payment methods do you accept?

We accept various payment methods including credit card, debit card. more. You can view available payment options on the checkout page.

Why was my payment declined?

Payments may be declined for a variety of reasons, such as incorrect credit card information, insufficient funds, or payment problems. Please make sure the payment information you provide is accurate or contact your payment provider to resolve the issue.

 

How can I get an invoice?

You can request an invoice during checkout, and we will send it to you via email.

Do you offer cash-on-delivery (COD) payment option?

We do not offer cash-on-delivery. You need to use online payment methods when placing an order.

Is there an option to enter a discount code or gift card?

Yes, if you have a discount code or gift card, you can enter the relevant information on the checkout page to enjoy discounts.

Is payment secure?

We take multiple measures to ensure the security of payments, including encryption technology and payment processing compliant with PCI standards.

How can I receive an order confirmation after making a payment?

You will receive an order confirmation email immediately after a successful payment, containing detailed order information.

How can I request a refund?

If you need a refund, please contact our customer support team, providing order details. We will assist you in processing refund requests in accordance with our refund policy.

How can I view my order history after making a payment?

Log in to your account and go to the “My Account” page. In the order history section, you can view payment information and order status for past orders.

Shipping

What’s the shipping policy?

Free shipping in the US and Australia.
Countries that we can ship with DDP (Delivery duty paid) Method, it doesn’t request you do customs clearance and no duties for you.

• USA –  UPS Express (except Alaska and Hawaii)
• UK –  Local DPD Express
• Europe – UPS Express/ DPD Express/ DHL Express

Country lists of Europe DDP Method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Shipments to European countries except UK will be cleared in Germany and shipped to other European countries from Germany.

• UAE (Dubai only)
• South Africa
• Vietnam
• West Malaysia（expcet Kalimantan Island）

Country	Shipping Method	Shipping Time
USA	Local UPS Ground	10~15 Days
UK	Local DPD Express	7~12 Days
Germany	UPS/DPD/DHL Germany	8~15 Days
France	UPS/DPD/DHL Germany	10~15 Days
Belgium	UPS/DPD/DHL Germany	10~15 Days
Luxembourg	UPS/DPD/DHL Germany	10~15 Days
Netherlands	UPS/DPD/DHL Germany	10~15 Days
Czech Republic	UPS/DPD/DHL Germany	10~15 Days
Poland	UPS/DPD/DHL Germany	10~15 Days
Croatia	UPS/DPD/DHL Germany	10~15 Days
Slovakia	UPS/DPD/DHL Germany	10~15 Days
Slovenia	UPS/DPD/DHL Germany	10~15 Days
Finland	UPS/DPD/DHL Germany	10~15 Days
Denmark	UPS/DPD/DHL Germany	10~15 Days
Sweden	UPS/DPD/DHL Germany	10~15 Days
Austria	UPS/DPD/DHL Germany	10~15 Days
Italy	UPS/DPD/DHL Germany	10~15 Days
Hungary	UPS/DPD/DHL Germany	10~15 Days
Lithuania	UPS/DPD/DHL Germany	10~15 Days
Estonia	UPS/DPD/DHL Germany	10~15 Days
Latvia	UPS/DPD/DHL Germany	10~15 Days
Greece	UPS/DPD/DHL Germany	10~15 Days
Ireland	UPS/DPD/DHL Germany	10~15 Days
Portugal	UPS/DPD/DHL Germany	10~15 Days
Spain	UPS/DPD/DHL Germany	10~15 Days
UAE (Dubai only)	Dubai dedicated line	12~18 Days
South Africa	South Africa dedicated line	15~25 Days
Vietnam	Vietnam dedicated line	3~5 Days
West Malaysia	Malaysia dedicated line	4~8 Days

Other countries
Except these countries list above, you need to do customs clearance and pay duties when package arrived to your customs, regarding to how much tax you need to pay, please inquiry local customs for details.

Your customs may require you to provide business license too. (if any)

Is free shipping available?

Free shipping is available in the US and Australia.

How are shipping costs calculated?

Shipping costs are typically calculated based on the weight of the item, shipping destination, and shipping method selected. You can view shipping costs at checkout.

What should I do if my package is lost or delayed?

If your package is lost or severely delayed, please contact our customer support team. We will investigate and assist in resolving the issue.

How do I track my order?

You can track your order by logging into your account and accessing the “Order History” section. We also send order tracking information via email.

Do I need to pay customs duties?

Not currently required, except for Canada and Denmark.

What is the estimated shipping time?

Depending on the product, the lead time is 1-5 days and the shipping time is 7-15 days.

Safety

How to ensure website security?

We use multiple layers of security to protect your data and transactions, including data encryption, firewalls and regular security audits.

How is my personal information protected?

We strictly abide by our privacy policy and will not sell or share your personal information. Your information is used only for order processing and providing customer support.

Is payment information safe?

We use a secure payment processing system that is PCI compliant to keep your payment information safe.

How to create a strong password?

Creating a strong password requires using a combination of letters, numbers, and special characters, and avoid easily guessable information such as birthdays. Changing your password regularly is also a way to increase security.

How to verify the authenticity of a website?

Check the website’s URL to make sure it matches the official website. Also, look for an SSL certificate, which should indicate that the website is secure.

How do I report suspicious activity?

If you encounter any suspicious activity or security issues, please contact our customer support immediately. We will investigate and take necessary action.

Are there anti-phishing measures in place?

Yes, we have implemented anti-phishing measures to help prevent fraudulent activity on malicious websites and emails.

return the goods

I would like to change the item I ordered. what should I do?

You can modify your order until 11:00pm (PDT -7 GMT) on the day you place your order. Please contact us at [email protected] to request changes.

How do I return a product?

We have a 15-day return policy that allows you to request a return within 15 days of receiving your item.

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags attached, and in its original packaging. You will also need a receipt or proof of purchase.

To initiate a return, please contact us at [email protected]. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Items returned to us without prior return request will not be accepted.

If you have any questions about your return, please feel free to contact us at [email protected].