FAQs
COVID-19 ANNOUNCEMENT
Great News – we are still OPEN for business!
At this time, we are operating; However, we have scaled back operations and implemented protocols for all of our employees and customers safety due to the COVID-19 pandemic.
We continue to strive to complete orders as quickly as possible, but the current processing times may be delayed. In addition, our shipping partners are also experiencing delays. Please be patient and order well ahead, if possible. We are working hard to get all the orders out as soon as possible.
Payment
My card was charged but I do not have an order number or confirmation?
If you did not receive an order number (EV#) or an email confirmation; your order has not been placed or you did not include an email address when you ordered.
If you are correctly signed in to your account, this could be due to fraud protection such as age or address verification (AVS mismatch, information does not match billing address on record with card issuer).
If it is due to fraud protection this is a list of additional information needed:
– Photocopy of your government issued ID Including your picture, name, and address
– Photocopy of the Credit Card used for this purchase (Last four digits of the card and the name must be clearly visible)
– A Selfie of you holding your Government issued ID
*We have fraud programs in place to protect our customers’ information. Some characteristics of your most recent order triggered a response that requires more information to be submitted before we complete processing. If additional information is required you will be contacted by a representative within 2-3 business days. Once your information is received and verified, we will complete the order processing. If the information is not received within 2-3 business days of request, the order will be cancelled and refunded back to the original payment form used. We apologize if this causes any inconvenience, though we value our customer’s privacy and security.
My card was charged multiple times?
Submitting payment multiple times due to address or age mismatch can create a hold on your funds, authorized through your card issuer. We do not have any authorization to release or hold funds on your account, this is something that can only be addressed with your card issuer (bank or credit company). We do not have control of funds being held or released. Holds are normally released within 5-7 business days.
In most cases payment failure may be related to fraud protection protocols, you may need to complete additional steps for age and/or address verification (AVS mismatch) in order to complete your order. Please see above tab under additional information needed.
What payment forms do you accept?
We accept US major credit cards (Visa, Mastercard, American Express, Discover) and debit cards. Unfortunately we do not accept International credit cards or Paypal.
Please Note: If you use a prepaid card to place an order, be aware that refunds are issued to the original card used to place your order. No exceptions. You may also want to make sure that the prepaid card is registered to your billing address.
Why is my card not working?
Credit/Debit cards are declined automatically in our system due to billing addresses not matching or incorrect account information. Pre-Authorized Holds will be back to your account in 5-7 Business days. Our processors release declined/failed transactions immediately.
Cancellations and Refunds
Cancellations
NEW self-cancel option available: We have a self-cancellation option now through your account, available up to 30 minutes after your order is placed. After this time period you will need to request it through a support ticket. Please allow 5-7 business days for the pre-authorization to be released.
Refunds
If you self-cancel an order, request to cancel through customer service, or if you have items being returned. Please allow 5-7 business days for the funds to be returned to your original payment account. Refunds are issued to the original card used to place your order. No exceptions.
Product Information
I’m new to this whole e-cigarette thing. Where do I start?
We highly recommend that you research locally, through vaping forums/blogs, or by visiting your favorite manufacturer’s website for product information.
First things first… You’re going to need a Starter Kit and e-liquid. A kit should include everything you need to get started but please check thoroughly before purchasing.
What’s the difference between VG and PG E-Liquids? What does it mean?
Vegetable Glycerin (VG) e-liquid is a thick, slightly sweet liquid that produces luscious clouds of vapour. VG e-liquids deliver less of a throat hit. A minority of users complain about a build-up of phlegm in the throat.
Propylene Glycol (PG) e-liquid is much thinner and produces more of a throat hit than VG – this simulates the feel of smoking more authentically.
However, PG e-liquid may cause sensitivity in some users. We would then recommend using the VG e-liquids instead.
