Welcome to our FAQ center. Here you will find answers to the most common questions regarding payments, shipping, orders, and security.
Payment & Billing
We accept a variety of secure payment methods, including major Credit Cards, PayPal, SEPA transfers, and select Cryptocurrencies. You can view all available options specific to your region at checkout.
Payments may be declined for several reasons, such as incorrect card details, insufficient funds, or risk blocks from your bank. Please double-check your payment information or contact your card issuer for further assistance.
You can request an invoice during checkout or by contacting our support team. A formal invoice will be sent to your registered email address.
No, we do not support Cash on Delivery. All orders must be paid in full online before they are processed and shipped.
Yes! If you have a valid promo code or gift card, you can enter it in the designated field on the checkout page to apply your discount.
Immediately after a successful payment, you will receive an order confirmation email containing your order number and purchase details.
Shipping & Delivery
Yes, we offer a premium DDP (Delivery Duty Paid) shipping method for major markets. This means we handle customs clearance and pay the import taxes for you. For full details, please visit our “Shipping Policy” page.
Our DDP eligible regions include:
USA: UPS Express (excluding Alaska and Hawaii)
UK: Local DPD Express
Europe: UPS/DPD/DHL Express (Cleared in Germany first, then dispatched across the EU)
Other Dedicated Lines: UAE (Dubai), South Africa, Vietnam, West Malaysia.
If your delivery address is within our DDP covered regions (USA, UK, Europe EU countries, etc.), no, you will not pay any extra duties. For non-DDP countries (e.g., Canada or Switzerland), customers are responsible for any applicable local customs duties.
Shipping fees are calculated dynamically at checkout based on the total weight of your products, the destination country, and the selected shipping method.
Order processing typically takes 1-3 business days. Once shipped, delivery usually takes 7-15 business days, depending on your exact location.
Once your order is dispatched, we will email you a tracking number. You can track your package on www.17track.net/en or by logging into your account under “Order History”.
If your package is significantly delayed beyond the estimated timeframe, please contact our customer support team. We will immediately investigate the issue with the logistics carrier.
Orders & Returns
You can request to modify or cancel your order by contacting our official email support before the order leaves our warehouse (typically cut-off at 11:00 PM PDT on the day of order). Once the package has been shipped, we cannot cancel or modify it.
We offer a 15-day return policy for defective items or unopened products only. Because vaping devices are personal hygiene products, we strictly cannot accept returns for devices that have been opened, unsealed, or used, unless there is a manufacturer defect.
If you need to initiate a valid return, please contact us via email with your proof of purchase and a photo/video of the issue. Unauthorized returns will not be accepted.
Security & Privacy
Absolutely. We use PCI-compliant, encrypted payment gateways. We do not store your complete credit card information on our servers.
We strictly adhere to our Privacy Policy and GDPR regulations. We never sell or share your personal information with unauthorized third parties. Your data is used exclusively for fulfilling your orders and providing customer support.
Always ensure you are browsing our official URL. Look for the padlock icon (SSL certificate) in your browser’s address bar, indicating that your connection to our site is fully encrypted and secure.
If you encounter any suspicious emails claiming to be from us, or notice unauthorized activity on your account, please contact our customer support immediately. We employ anti-phishing measures to protect our community.