XVAPE SHIPPING & RETURNS
HOW SHIPPING WORKS
XVAPE OFFERS A VARIETY OF SHIPPING OPTIONS INCLUDING STANDARD AND EXPEDITED SERVICES. STANDARD SHIPPING IS AVAILABLE FOR ALL ORDERS ESTIMATE OF 4-8 DAYS. DEPENDING ON YOUR LOCATION.
PLEASE NOTE: EXPEDITED SHIPPING TIMES ACCOUNT FOR THE TIME YOUR PACKAGE WILL SPEND IN TRANSIT AND DO NOT INCLUDE THE TIME NEEDED FOR FULFILLMENT AND PROCESSING.
TO CHECK THE STATUS OF YOUR ORDER, LOG IN TO YOUR ACCOUNT, OR TRACK THE PACKAGE DIRECTLY WITH THE SHIPPING PROVIDER USING THE TRACKING NUMBER WE SENT YOU AT THE TIME THE SHIPMENT WAS MADE.
FOR ACCURATE TRACKING INFORMATION, ALLOW 48 HOURS FOR CARRIER SYSTEMS TO UPDATE
ORDERS OUTSIDE THE USA
LOCATED IN EUROPE, CANADA, AFRICA OR OTHER INTERNATIONAL SHIPMENT, PLEASE CONTACT WITH US FOR DETAIL INFORMATION AT INFO@XVAPEUSA.COM
YOUR ORDER WILL BE SHIPPED IN DISCREET PACKAGING WITH NO VISIBLE LOGOS.
ALL PRODUCTS RETURNS MUST BE ACCOMPANIED BY A RETURN AUTHORIZATION NUMBER, PROVIDED BY CUSTOMER SERVICE. ITEMS RETURNED WITHOUT AUTHORIZATION, WILL NOT BE PROCESSED.
WE’RE CONFIDENT YOU’LL ENJOY OUR PRODUCTS. BUT IF YOU’RE NOT 100% SATISFIED, WE DO UNDERSTAND THAT YOU MAY NEED TO RETURN OR REPLACE THE PRODUCT. IF YOU FIND THAT YOUR PRODUCT IS FAULTY ON ARRIVAL, YOU ARE ENTITLED TO A REPLACEMENT OR A REFUND WITHIN 14 DAYS FROM THE DATE OF PURCHASE. IF YOU WISH TO RETURN A PRODUCT FOR OTHER REASONING, WE WILL ACCEPT UNUSED AND UNOPENED PRODUCTS WITHIN 14 DAYS FROM THE DATE OF DELIVERY WITH A 15% RESTOCKING FEE. PLEASE NOTE THAT SHIPPING CHARGES ARE NON-REFUNDABLE. WE MAY MAKE A DEDUCTION FROM THE REFUND. IF YOU PURCHASED YOUR PRODUCT THROUGH AN AUTHORIZED DISTRIBUTOR, PLEASE CONTACT DISTRIBUTOR DIRECTLY. THIS RETURN POLICY APPLIES ONLY TO PURCHASES MADE DIRECTLY THROUGH XVAPEUSA.COM.
EXCHANGE – UNOPENED, UNUSED ITEMS MAY BE ELIGIBLE FOR EXCHANGE IN THE FORM OF STORE CREDIT. ELIGIBLE PRODUCTS IN UNOPENED, UNUSED CONDITION MAY BE RETURNED AT ANY TIME DURING THE FIRST 10 DAYS. THE ITEMS MUST BE IN NEW CONDITION. RETURN SHIPPING COST WILL BE THE RESPONSIBILITY OF THE CUSTOMER. ITEMS RETURNED IN UNACCEPTABLE CONDITION WILL BE HELD WITHOUT REFUND AND RETURNED TO THE SENDER AT THE SENDER’S EXPENSE. THE COST OF THE INITIAL SHIPPING CHARGE INCURRED BY THE CUSTOMER DURING THE ORIGINAL PURCHASE IS NOT ELIGIBLE FOR REFUND OR CREDIT AT ANY TIME.
WRONG ITEM RECEIVED – IN THE UNLIKELY EVENT THAT YOU SHOULD RECEIVE AN ITEM THAT IS NOT WHAT YOU ORDERED, CUSTOMER SERVICE WILL ISSUE A PREPAID RETURN LABEL. THIS IS SENT TO THE EMAIL ADDRESS ON YOUR ACCOUNT FOR YOU TO PRINT OUT AND AFFIX TO YOUR RETURN PACKAGE. ONCE THE ITEM IS RECEIVED AND PROCESSED, THE CORRECT ITEM WILL BE SHIPPED OUT TO YOU. ALL WRONG ITEMS MUST BE RETURNED UNOPENED. IF THE ITEM IS OPENED, IT WILL NOT BE ACCEPTED FOR RETURN.
DOA – DOA STANDS FOR “DEAD ON ARRIVAL”. THE DEFINITION OF DOA IS AN ITEM THAT IS COMPLETELY NON-FUNCTIONAL UPON RECEIPT OR AN ITEM THAT DOES NOT FUNCTION IN A MANNER IN WHICH IT CAN BE USED. MINOR COSMETIC DAMAGE EXCLUSIVE TO THE PRODUCT MANUFACTURER, BUTTONS THAT RATTLE, A USB PORT INTENDED FOR FIRMWARE UPDATES THAT DOES NOT CHARGE BATTERIES, OR MISSING CONTENT FROM THE SEALED PACKAGING ARE EXAMPLES OF, BUT ARE NOT LIMITED TO, CONDITIONS THAT DO NOT CONSTITUTE A DOA ITEM.
SHOULD YOU RECEIVE A DOA ITEM, YOU MUST CONTACT XVAPE US CUSTOMER SERVICE WITHIN 48 HOURS OF RECEIVING THE PRODUCT. A CUSTOMER SERVICE REPRESENTATIVE WILL ATTEMPT TO DETERMINE THE STATUS OF YOUR PRODUCT THROUGH A SERIES OF QUESTIONS AND REQUESTS FOR PHOTOS. THIS IS NOT AN INTERROGATION BUT SIMPLY A MEANS OF DETERMINING THE PROBLEM WITH YOUR PRODUCT. SHOULD YOUR ITEM BE DEEMED DOA, WE WILL ISSUE A PREPAID LABEL TO RETURN THE PRODUCT. DOA RETURNS MUST BE RETURNED IN UNUSED CONDITION WITH NO SIGNS OF WEAR AND TEAR. ITEMS RETURNED THAT DO NOT MEET THESE CRITERIA WILL BE REJECTED. ONCE THE ITEM HAS BEEN RECEIVED AND APPROVED, A REPLACEMENT ITEM WILL BE SHIPPED OUT TO YOU.
CHECKLIST FOR RETURNING YOUR ITEM
1. BEFORE YOU CAN RETURN AN ITEM FOR ANY REASON, YOU MUST FIRST CONTACT CUSTOMER SERVICE AT INFO@XVAPEUSA.COM. ITEMS RETURNED WITHOUT PRIOR NOTICE WILL BE RETURNED AT THE SENDER’S EXPENSE.
1.1.1. YOU WILL BE ASKED TO PROVIDE:
(1) YOUR ORDER NUMBER.
(2) THE PRODUCT(S) YOU WOULD LIKE TO RETURN.
(3) THE REASON FOR THE RETURN.
WE’D LOVE TO HEAR YOUR FEEDBACK. AFTER WE RECEIVE YOUR EMAIL, AND HAVE CONFIRMED THAT YOUR PRODUCT IS ELIGIBLE FOR RETURN, WE WILL PROVIDE YOU WITH AN ELECTRONIC RETURN LABEL AND AUTHORIZATION NUMBER. PRINT OUT THE LABEL AND PUT THE LABEL ON THE ORIGINAL SHIPPING BOX. DROP OFF TO SHIP STATION.
2. ITEMS FOR RETURN MUST BE PROPERLY PACKAGED TO PREVENT DAMAGE WHILE IN TRANSIT. WE RECOMMEND USING PADDED ENVELOPES AND BUBBLE WRAP. IMPROPERLY PACKAGED OR DAMAGED-IN-TRANSIT RETURNS MAY BE SUBJECT TO REJECTION. IN THE CASE THAT WE ISSUE A RETURN LABEL FOR YOUR PRODUCT, YOU MUST USE A FLAT RATE PRIORITY BUBBLE MAILER OR THE POST OFFICE MAY NOT HONOR THE POSTAGE. THESE MAY BE AVAILABLE FROM YOUR LOCAL POST OFFICE AND CAN BE ORDERED AND DELIVERED TO YOUR HOME AT NO COST FROM www.usps.com.
3. PLEASE INCLUDE THE PACKING SLIP WITH YOUR RETURN TO ENSURE THE FASTEST PROCESSING ONCE YOUR PACKAGE ARRIVES. PLEASE ALLOW 24-48 HOURS AFTER ARRIVAL AT OUR FACILITY FOR YOUR RETURN TO BE PROCESSED OR LONGER IF PACKING SLIP IS NOT INCLUDED.
4. ALL ORIGINAL PRODUCT PARTS, PACKING MATERIAL, AND INSTRUCTIONS MUST BE INCLUDED WITH THE PRODUCT. MISSING ITEMS MAY SUBJECT THE RETURN TO REJECTION.
5. UNLESS AN EXCEPTION HAS BEEN APPROVED AT THE TIME YOU RECEIVE YOUR RETURN LABEL, YOUR RETURN PACKAGE MUST BE POSTMARKED WITHIN 48 HOURS OF RECEIVING YOUR PRE-PAID RETURN LABEL.
XVAPEUSA.COM WILL ONLY REPLACE DEFECTIVE ITEMS WITH WORKING ITEMS OF THE EXACT SAME MODEL, OF SAME OR SIMILAR COLOR BASED ON AVAILABLE INVENTORY. IN THE EVENT THAT THE ITEM YOU ARE RETURNING IS OUT OF STOCK AND A SUITABLE REPLACEMENT IS NOT AVAILABLE, A FULL REFUND FOR THE AMOUNT OF THE ITEM ALONE WILL BE ISSUED IN THE FORM OF STORE CREDIT.
IN THE CASE THAT YOUR HARDWARE IS NOT COVERED BY THE MANUFACTURER’S WARRANTY POLICY AND WE BELIEVE IT MAY BE HELPFUL, WE MAY OFFER TO TROUBLESHOOT YOUR DEVICE IN-HOUSE. POSTAGE WOULD BE AT THE BUYER’S EXPENSE AND NO GUARANTEES ARE MADE ON THE RESULT OF THESE EFFORTS. RETURN POSTAGE OF YOUR EQUIPMENT IS AT OUR DISCRETION.
PACKAGES/ITEMS DAMAGED IN TRANSIT
SHOULD YOUR PACKAGE BE DAMAGED BY THE SHIPPING CARRIER IN TRANSIT TO YOU, DO NOT OPEN IT. INSTEAD, PLEASE REJECT THE DELIVERY IMMEDIATELY BY TELLING THE CARRIER IN PERSON OR BY RETURNING IT TO THE POST OFFICE IMMEDIATELY, AND THEN CONTACT US. THIS WILL CLEAR YOU OF ANY RESPONSIBILITY, HOWEVER, THIS CAN ONLY BE DONE WITH UNOPENED PACKAGES. IF YOU HAVE ALREADY OPENED IT, PLEASE CONTACT XVAPE US CUSTOMER SERVICE WITHIN 24 HOURS OF RECEIVING YOUR PACKAGE. PLEASE INCLUDE DETAILED PICTURES OF THE DAMAGE TO THE PACKAGE. AT THAT TIME, A CUSTOMER SERVICE REPRESENTATIVE WILL DETERMINE WHAT ACTION SHOULD BE TAKEN.
PLEASE NOTE: DAMAGED OR MISSING MERCHANDISE MUST BE REPORTED TO US WITHIN 48 HOURS OF THE DATE OF DELIVERY. FAILURE TO DO SO MAY RESULT IN THE CLAIM BEING DENIED BY THE SHIPPING CARRIER AND EXCLUSION FROM OUR RETURN/EXCHANGE POLICY. PLEASE FEEL FREE TO CONTACT US WITH ANY QUESTIONS REGARDING OUR POLICIES.
All orders have a processing time of 24-72 hours. However, most orders will be shipped within 24 hours. Domestic orders have the option of either UPS or USPS. For international shipping information, please Click Here. All shipping methods are in business days. (Monday-Friday)
For USPS orders, any shipping confirmations received between Friday-Sunday, those packages may not leave our warehouse until the following business day. Furthermore, any orders placed after 2:00 PM PST on Friday through Sunday and shipped via FedEx will also not be picked up by the postal carrier until the next business day.
Orders may also be reviewed to ensure security and accuracy. If your order is under review, you will be contacted within the same day.
Please Note: We do not process orders on weekends and all major holidays! Your order will continue processing the following business day. All shipping time frames are counted in business days.
USPS (UNITED STATES POSTAL SERVICE)
USPS orders are processed Monday-Saturday. All shipping methods are in business days (Monday-Friday).
Due to the high volume of packages that USPS receives, please keep in mind that tracking information may not be updated for several days. Tracking information may not be updated until your package has reached your local USPS sorting facility, transit location, or post office. While USPS offers reliable and expedient service, errors and delays may occur. Errors and delays caused by or as a result of USPS are not the responsibility of XVAPE® and must be resolved by contacting USPS (see contact information 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
FREE DOMESTIC SHIPPING ON ORDERS OVER $99!!! Free shipping is delivered via USPS Ground. Free shipping valid for all 50 U.S. states, Guam, U.S. Virgin Islands, Puerto Rico and APO/DPO/FPO/Other Military Addresses; valid online only; there is a $99 minimum purchase required; after discount before tax. Free shipping will automatically apply to your cart at checkout.
USPS Shipping Rates:
• USPS Ground (5-7 business days) – $7.00 Flat Rate Shipping
• USPS US Expedited (2-5 business days) – $15.00 Flat Rate Shipping
APO/DPO/FPO/Other Military Addresses may take up to 14 Days in transit.
Cut-off Time: Any orders placed after 2:00 PM PST with UPS shipping methods will not go out until the next business day. UPS orders are processed Monday-Friday. There is no Saturday delivery. All Shipping methods are in business days (Monday-Friday). Please note that estimated times below reflect the time once a package has been received by UPS. UPS orders may be reviewed for accuracy and security. Tracking is available through the UPS website. Claims and issues that arise through the use of UPS must be resolved through and by UPS.
Call 1-800-742-5877 to file a claim
Pick-Up Day is considered Day 0 and is in addition to estimated transit times
UPS Shipping rates are live calculated at checkout and they are subject to change by UPS at any time.
UPS Ground/Home Delivery 2-5 business days
UPS 2Day® 2 business days
UPS Priority Overnight® Delivery by 12PM the next business day to most areas, and by 5PM in remote areas.
Your package that is addressed to a P.O. Box may be delayed, will not be covered by any UPS Service Guarantee, and will require an address correction charge. Additionally, Army Post Office (APO) and Fleet Post Office (FPO) addresses are not accepted.
While we strive to offer the most expedient and reliable service, XVAPE® does not and cannot guarantee transit and delivery times. After placing your order, your tracking number will be sent to the email address specified on your account. Tracking information may also be accessed by visiting (https://www.xvapeusa.com) after logging in.
Lost & Undelivered Packages:
Lost or undelivered packages are not the responsibility of XVAPE®, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. XVAPE® strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 24 hours of the last tracking update.
Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. XVAPE® is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user.
Delivery to Shipping Forwarder:
XVAPE®’s strives on making sure that all orders go out in a perfect condition to make your experience the best. However, for customers choosing to ship their order to a mail or freight forwarding service this guarantee is voided once the package arrives safely and undamaged with the forwarding service’s US address. These services typically repackage our products. Therefore, we cannot be held responsible for damages, missing items and/or other issues that occur after initial delivery. Once the order has arrived safely to the shipping address provided on your order, XVAPE® is no longer responsible for the delivery of and/or condition of the order, including issues with loss, damages and breakage, customs seizure, missing items, etc.
If your item was damaged, missing, or incorrect you must email us within 48 hours of the packages delivery. Once your claim has been submitted, reviewed, and approved, we will assist you with correcting this issue.
Canceling and Altering Orders:
Due to the volume of orders XVAPE® receives and in our efforts to provide the most expedient service to our customers, once an order has been placed and is processing we are unable to alter or change any order.
Shipping charges are non-refundable. Refunds are only applied to items that are returned to our warehouse. If the return of your package incurred any type of return fees, those charges will be deducted from your refund for the returned items.
Please Note: Sales tax is charged to all orders being shipped to addresses within California.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.