Warranty & Return
We are authorized agency of all brands and can guarantee all products from factories have successfully passed QC inspection.
Once the order has been received, please at first check the package and all items carefully to make sure whether they can work well.
If there is something wrong, we always would like to handle it with a professional manner to make our customers satisfied with their purchase from us.
We want you to be completely satisfied with our products. If for whatever reason you do not want your item within 30 days of receiving it, we accept sending the item back to us. Refunds are issued after we well receive the item. The return shipping fee is the customers responsibility and is non-refundable in such cases.
Returns that do not meet our policy will not be accepted and will be sent back to the original address of the order. For sanitary and safety purposes, items are NON RETURNABLE if opened or used.
According to items' features, prefilled cartridges and e-juice are not applicable in this guarantee.
Please follow the warranty process and contact our customer service stating:
1. The order number.
2. The item code(s) you wish to return.
3. The reason for return.
Our Customer Service will review your case and offer a return back within 24 hours.
For all items in following conditions, we offer 3-Days Dead on Arrival (DOA) Guarantee. Please contact us via [email protected] within 72hours to ask for after-sale help.
--Disposable kits/ E-juice leaking
--Glass/ Screen Broken
--Other arrival damaged conditions
--Not Working Upon first Use(can't charge, atomizer leaking, etc. )
We have certain guarantee period for our products from the date of original purchase, batteries and Mods usually come with 3 months warranty, please check the Guarantee section in item description carefully.
1. Following types of products not covered under our 3 months Warranty(If DOA, Please contact with us within 72 hours after delivery):
--Atomizers - such as RDA & Tanks
--Disposable Vape
--E-Liquids
--Replacement Pods
--Replacement Coils
--Spare Parts - Drip Tips, Glasses, O-Rings, tools, etc.
--Hemp Products
--Rechargeable Batteries
Coil is consumable what is not within the scope of warranty once it is depleted.
2. Artificial damage and problems caused by misuse are not covered by warranty.
--User error (dropped, water-damage, incorrect-charger, etc.)
--Lost/Stolen device
--Smashed devices (dropped from a high distance)
--Broken Lanyard Slot
3.Any hardware cracking, modification is at your own risk, it will void warranty.
We are happy to address any concerns you may have regarding receiving a
Defective item
Broken item
Item not as described or ordered.
If you meet any of the above situation, please contact Customer Service within 48 hours of receiving your order at [email protected].
n order to expedite the process, please follow the guidelines below. Please provide:
Order Number.
Product Name.
Serial Number.
Problem Description in detail.
What steps you have already taken to solve the issue. ( For Defective items, we recommend using our suggested solutions on FAQ page to try to solve the problem at first.)
Video/video link or picture.
Note:
1) Video/video link or picture must be straight to the point and show the problem clearly.
2) Serial Number is a must.
Images are required for review to determine if a refund or reshipment is eligible. If images are not provided, it is up to the sole discretion of the agent and the details provided to determine if a refund is applicable, refunds are not guaranteed if photo evidence is not provided.
Details provided will be reviewed by our team and we will proceed in the necessary manner. Our Customer Service will confirm whether you need to return the item and to which address you may return it to.
*The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 3 day DOA situations.
*During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse.
*For exchanges, the processing time for the exchanged item will be between 3-5 business days, upon receiving your item back, and depending on stock availability.
We have the confidence that each order is proceed in a fast and correct way. Each order is inspected by at least 3 workers. We record the order weight information. We take pictures before shipping for some special orders. Sometimes the items are shipped in splitted packages due to warehouse options. Please be sure to open the parcel and carefully check the contents before signing for the package.
However, sometimes mistake may occur, if there is any item missing in the package, we advise to check the order shipment confirmation message and contact our customer service through [email protected] within 48 hours:
1. Provide your order number and missing item name ( sku number ).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
Possible solutions
*If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
*Alternatively we can arrange a refund of the missing item for you.
(1) All items you want to return and get refund must contact us by email directly.
Email address: [email protected]
(2) Items in your order we haven't made shipment will be made refund in 24-48 working hours after we receive your reasonable request.
(3) Items in your order we have already made shipment will be made refund after we receive the items from you or shipping agent.
(4) Items in your order you have received must be made refund after we receive the items from you and check whether it is good and original.
For store wallet refund, please allow 24 hours for the credit to appear in your iSmokvape account.
For original payment account refund, please allow 7-14 working days for the refund to appear in your credit card account. For more information of the refund, please contact your card issuing company to get more details afterwards.