Shipping & Returns
General:
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
Orders take 1-2 business days to process after the purchase is completed. All orders are shipped via USPS. You will receive an email confirmation after we verify your shipping address.
Please Note: it will take up to 24 hours for the tracking information to be available, provided via email.
Please allow 7-10 business days for the package to be delivered. We are not responsible for unexpected shipping delays caused by circumstances related to the courier, weather, or other state of emergency.
100-DAY GUARANTEE QUALIFICATIONS:
Vapvana will happily accept returns from customers who purchased any product directly from us within 100 days. Returns eligible for refund must be in original packaging and in reasonable condition. Our policy does not cover any item lost, stolen, dropped or water damaged.
If you are unsatisfied with your purchase please contact us in a timely manner to receive your refund faster!
TO START THE PROCESS FILL OUT THE FORM HERE:
https://vapvana.com/pages/warranty-returns-form
Once we receive and accept* the return a refund will be processed. Please allow 3-5 business days for funds to be returned to the card used for purchase. Once the refund is processed you will receive an automatic email confirmation. Vapvana & Authorized retailers will only refund the cost of the goods returned but will NOT refund the cost of any shipping paid.
*All products must be sent back clean and free of residue.
Items to exclude from shipping back include:
- Cleaning brush
LIFETIME WARRANTY CLAIMS
Duration:
“Lifetime Warranty” refers to the lifetime the specific product is offered by Vapvana, and has no reference to the duration the customer owns the product.
All product warranties are valid for 6 months after the product is no longer offered. Store credit will be issued if a replacement part is not available.
Exclusions:
All first time replacements will be made with no questions asked. Any additional replacements will be considered on a case to case basis.
We reserve the right to remove customers from our lifetime warranty program with no prior notice or reasons.
Conditions for Validity:
Customers may be required to send photo(s) and/or video(s) and may have to send the product back for inspection (options available will be decided by the customer service representative or authorized retailer based on the issue) to receive a warranty replacement. We do not replace third-party items.
Current items covered under warranty include:
- Heating Coils
- PID Controllers
TO START THE PROCESS FILL OUT THE FORM HERE:
https://vapvana.com/pages/warranty-returns-form
Third party items may be refunded after proof of any manufacturing/ production issues. Any manufacturing/ production issue inquiries must be done within 14-days of retrieval of the order. Return of the defective item may be needed.
Repair or Replacement Process:
AUTHORIZED RETAILERS
All authorized retailers of Vapvana products have the same 100 day guarantee and lifetime warranty listed above.
Returns & Warranty claims are processed by the online or retail location you originally purchased from.
TO START A RETURN OR WARRANTY CLAIM FILL OUT THE FORM HERE:
https://vapvana.com/pages/warranty-returns-form
Current list of authorized retailers include:
- Recommended Vape Supplies (https://recommendedvapesupplies.co.uk/)
LATE OR MISSING REFUNDS (IF APPLICABLE)
First contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
EXCHANGES (IF APPLICABLE)
It is the purchaser’s responsibility for any returns. Exchanges will be processed by refunding the purchase and having a new order placed.
GIFTS
If purchasing as a gift, please keep your proof of purchase. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the cost of your return. Once the returned item is received, a gift certificate store credit code will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, they will receive notification of your return.
DISPATCH TIMES
Orders are usually dispatched within 1-2 business days of payment of order. Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Transit Time Domestically
In general, domestic shipments are in transit for 7-10 business days or less.
Change Of Delivery Address
Please verify the delivery address before placing your order. We can change the address at any time before the order has a tracking number attached. Once the tracking number is attached to the order and the shipping address is incorrect contact us so we can contact the delivery service and update the information.
Delivery Time Exceeded
If delivery time has exceeded the forecasted time or if your package does not arrive within 72 hours after receiving the delivery confirmation, please contact us so that we can conduct an investigation.
International Orders
In general, international shipments are in transit 14-30 days. Please allow up to 6 weeks before reaching out to support.
CARRIERS
Domestic (USA) shipments ship via USPS
International shipments ship via USPS
Any orders being delivered through a freight forwarding service we are not responsible for any delivery issues that may occur. Any orders returned will be refunded except shipping, if the package is confiscated and not returned no refund will be issued.
ORDER ISSUE INQUIRIES
If something is missing from the order customers will be required to send a picture of everything that was received in the order as well as the packing slip (options available will be decided by the customer service representative based on the issue) to reship the missing item or refund.
We are not able make any changes to orders once they are processed. If you needing to modify an order and you have not received tracking information yet, please contact customer service. The order will be canceled and refunded so a new order can be placed by you with the updated items.
If the order has been processed and you have received tracking information and a modification was needed a separate order may need to be made for the additional item(s). If you need to remove an item from the order, the order will need to be delivered and the item(s) sent back for a refund, please refer to our return policy.
We cannot accept any requests to swap out or add any additional items placed in the notes section of your order.
For all customer service inquiries, please submit an inquiry with customer support here vapvana.com/pages/contact