Questions & Answers
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Frequently Asked Questions?
When will my order ship?
Most orders usually ship within 2-3 days. If you place your order Friday-Sunday, your order may take an extra day or two to ship depending on the volume of orders we receive on the weekend. 120 ml. bottles are special order and can take up to 7 business days to ship.
Where is my tracking number?
Once your order is prepared for shipment you will receive a shipping confirmation email notifying you that your order has shipped. This email will also contain your tracking number.
I received an email from customer service asking me to verify that I placed the order. Why is this?
Due to the high volume of fraudulent orders, we have started asking customers who’s orders have been flagged by our risk finder application to verify they aren’t using a stolen credit card to complete the purchase. We are doing this to help protect our customers from possible fraudulent activities. We are also no longer allowing orders that are placed through a web proxy to be fulfilled without verification. If you have any questions or concerns regarding fraud or web proxy’s, please email customer service at (insert respective email address here)
Help! I made a mistake on my order!
Unfortunately we cannot make changes to an order after the credit card has been charged. Please make sure to double check your order before completing the purchase! Otherwise we will have to cancel and refund your order so you can re-do your purchase with the correct items you would like.
I received my order and there was something wrong, what do I do now?
If there is any issue with your order, broken bottles, wrong flavors, nicotine levels, etc. please take a picture immediately and email them to customer service. We will fix any issues right away.
What carrier do you use for shipping?
- USPS First Class: usually delivers within 3-5 business days
- USPS Priority: Usually delivers within 2-3 business days
- FedEx Express: Usually delivers within 2-4 business days with a guarantee of arriving by your scheduled delivery date.
- USPS First Class: 10-12 business days
- USPS Priority: 7-10 business days
- FedEx Express: 6-7 business days, depending on specific country customs regulations.
My order status says, “Unfulfilled”. What does this mean?
Unfulfilled means that we haven’t shipped your order yet. This does not reflect payment status or inventory. Once your order has shipped the order status will show as fulfilled.
My order that was shipped internationally is being returned by customs. What do I do now?
As soon as your order is returned to us, we will send you an email to let you know your order has been returned and refund you for the purchase.
We do not typically accept refunds and exchanges. You must email us seeking refund or exchange approval at: firstname.lastname@example.org.
All sales are final, due to the nature of products and to eliminate our risk of selling tampered products, we are unable to accept returns. The ONLY exception we may make is if the Order is Returned within a 24 Hour Period of Receiving Order.
If we are out of stock of an item that you ordered or if your order is cancelled before it is shipped then a refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain