FAQ
Who can purchase from this website?
You must be of legal smoking age in your jurisdiction to purchase. For U.S. customers, the site states the minimum age is 21 or older. Purchases made on behalf of minors are prohibited, and the store may cancel orders it believes were placed by a minor.
Do you verify age?
Yes. The site states it may use third-party age verification and may require additional proof of identity if needed. If verification through payment methods is insufficient, you may be asked to provide a clear copy of your ID showing your age and shipping address, along with a signed authorization form. If proper identification is not provided within the appropriate time, the order may be canceled.
What happens if someone falsifies their age?
The site states that falsifying age is illegal and punishable by law, and that fraudulent orders may be reported to local authorities.
Where do you ship?
The site states it ships within the Domestic United States and does not offer international shipping.
Why is an adult signature required for delivery?
The site explains that, due to PACT Act compliance requirements, shipments require Adult Signature (21+) and an ID check upon delivery. It also notes additional compliance requirements such as labeling, packaging, record-keeping, and registration/reporting obligations.
Is there an extra fee for adult signature/ID check?
Yes. The site states that the adult signature + ID check requirement incurs a fee at checkout. In the policies shown on the site, the fee is listed as $7 on the “Shipping Rates & Policies” page, and $5 appears in a section labeled “Signature Delivery Confirmation” on the shipping policy page. Fees and wording may differ depending on the specific policy page/version.
Any tips to avoid missed deliveries?
The site strongly recommends shipping orders to your workplace, since someone 21+ must be present with valid ID to sign.
How fast are orders shipped after purchase?
The shipping policy states that most orders are shipped within 24–48 business hours from the date of purchase, Monday through Friday, excluding federal holidays.
How do I track my order?
The shipping policy states you can check status and view tracking by logging into your account to view order details and tracking information.
What if my state is not available at checkout?
The site states that some states have specific laws affecting sales/shipment. If your state is not listed in the checkout dropdown, the store says it has temporarily stopped shipping to that state pending review of that state’s regulations.
Which locations are listed as “Total Vape Ban States”?
The shipping policy and shipping rates page list locations where the store states it is unable to process and ship orders, including:
New York, Louisiana, South Dakota, Utah, Vermont, Maine, Massachusetts, Rhode Island, New Jersey, Maryland, California, Georgia, Hawaii, Illinois, Arizona, Kentucky, Arkansas, North Carolina, Washington DC, Wisconsin.
What happens if an order is placed with a restricted shipping address?
The site states that orders containing flavored e-liquids shipping to the listed “Total Vape Ban States” may have those items removed and refunded, and/or the entire order may be canceled and fully refunded. It also states that other items may be processed and shipped normally, and that the information is subject to change.
What is excise tax, and why might it appear on my order?
The excise tax information page explains that, after the PACT Act amendment, retailers are required to collect state and local excise taxes on vaping products (depending on jurisdiction) and to require Adult Signature (21+) for deliveries. Excise tax applicability can vary by state and local rules.
What if I don’t see my state listed on the excise tax page?
The excise tax page states that if a state is not listed, it means the store is not currently charging state and local excise taxes on vapor products for that state, and it will update the page if additional states begin taxing.
Do you charge sales tax in every state?
The excise tax page includes a note that, in some states, the store may not charge sales tax if its sales do not meet certain minimum requirements, and it states that customers may need to take the initiative to pay sales tax at the local tax bureau.
What is your exchange/return window?
The exchange and refund policy states the store can do exchanges within 30 days from purchase. To request a return or exchange, you must contact them within 30 days of the tracking number showing your package was delivered.
What condition must items be in to qualify for an exchange/return?
The policy states items must be received back in new, unused, undamaged, resellable, brand-new condition. It also states that returns/exchanges are not accepted for items that have been opened, tested, tampered with, or similar (including items that have been tested and “cleaned”).
Can I return items not purchased from this website?
No. The policy states it will not accept returns or exchanges for items not purchased on the site.
Who pays return shipping?
The policy states you are responsible for shipping products back to the store.
How does an exchange get processed?
The policy states that once returned items are received and inspected, a customer service representative will contact you to clarify which items you want to exchange and to place the order with you. It also states you are responsible for any remaining amount if the replacement item is not of equal value.
Are any products excluded from returns/exchanges?
The policy notes that certain items, such as personalized or final sale products, may be exempt, and suggests contacting support if you’re unsure whether an item qualifies.
Do you handle manufacturer warranties?
The policy states that if an item falls outside the store’s return/exchange policy, it encourages customers to reach out to the manufacturer directly, and it also states the store does not facilitate warranties or exchanges between customers and manufacturers.
How do I contact customer service, and what are the hours?
The exchange/refund policy lists a customer service email and provides customer service hours: Mon–Fri, 9:30 AM–5:30 PM (CST). It also lists the business address in Houston, Texas.
