FAQ
If you're having trouble finding answers to a question you may have, take a look at our frequently asked questions below. Here you'll find general guides to our ordering policies, shipping rates, and plenty more useful information. We want you to know how we at Vapor Empire operate, so if you're unsure or have a general question please fill out the form below and our team will reach back out to you within 24 hours.
Our office hours are Monday through Friday 8:00am - 5:00pm (PST)
If you message us over the weekend, expect an email back the following Monday. Also feel free to reach out to us through our chat on the website!
Can you ship to my location?
We ship to certain US states and US territories:
We can currently ship to:
- Alabama
- Alaska
- American Samoa
- Arizona
- All Armed Forces
- California
- Colorado
- Federal States Of Micronesia
- Florida
- Guam
- Hawaii
- Idaho
- Indiana
- Iowa
- Kansas
- Kentucky
- Marshall Islands
- Maryland
- Michigan
- Minnesota
- Mississippi
- Missouri
- Montana
- Nebraska
- Nevada
- New Mexico
- North Carolina
- North Dakota
- Northern Mariana Islands
- Ohio
- Oklahoma
- Oregon
- Palau
- Pennsylvania
- Rhode Island
- South Carolina
- South Dakota
- Tennessee
- Texas
- Virginia
- Washington
- West Virginia
- Wisconsin
- Wyoming
If your states is not on the list we cannot currently ship to your location, no exceptions.
We do not ship internationally.
Where's my order?
Orders usually take anywhere between 24-48 business hours to fully process. Keep in mind our offices are open from 8:00am to 5:00 pm (PST) Monday through Friday; We do not ship on Weekends or major US holidays. If your order is placed on Friday fulfillment will be started the following Monday.
When you place your order, you will receive a confirmation email with all your order details including: shipping/billing address, items purchased, total paid.
EMAILS YOU'LL RECEIVE:
1. Order Confirmation
2. Pending Order
3. Awaiting Fulfillment (Your order has been sent to our warehouse team and is in line to be packaged
4. Shipped (This will contain your tracking information; Order has been picked-up by USPS and is on it's way to you)
If you have not yet received your confirmation email there are three possible reasons:
1.) You've input an incorrect email address
***If you've input the incorrect email address, don't fret our customer service team can fix it right up for you. Fill out the form below and we'll help you out!
2.) Email was sent to your promotions folder
Some email providers make folders automatically for you to sort them a bit better. The 'promotions' folder as it's referred to by Gmail is where it may be found.
3.) The email is in your spam folder ☹
Go to that spam filter and tell it Vapor Empire is legit and never sends spam, because we're here to help you vape with 100% confidence.
What is my tracking number?
Orders usually take anywhere between 24-48 business hours to fully process. Keep in mind our offices are open from 8:00am to 5:00 pm (PST) Monday through Friday; We do not ship on Weekends or major US holidays. If your order is placed on Friday fulfillment will be started the following Monday.
Once your order has been shipped, you will receive an email containing the tracking number for your order. This automated email with the tracking info can take up to 24hrs after your order has shipped to land in your inbox. USPS transit times are generally between 2 to 7 business days, which varies depending on a variety of factors.
If you have not yet received your tracking update email there are two possible reasons:
1.) You've input an incorrect email address
***If you've input the incorrect email address, don't fret our customer service team can fix it right up for you. Fill out the form below and we'll help you out!
2.) Email was sent to your promotions folder
Some email providers make folders automatically for you to sort them a bit better. The 'promotions' folder as it's referred to by Gmail is where it may be found.
3.) The email is in your spam folder ☹
Go to that spam filter and tell it Vapor Empire is legit and never sends spam, because we're here to help you vape with 100% confidence.
When will I receive my order?
Orders usually take anywhere between 24-48 business hours to fully process. Keep in mind our offices are open from 8:00am to 5:00 pm (PST) Monday through Friday; We do not ship on Weekends or major US holidays. If your order is placed on Friday fulfillment will be started the following Monday.
Once your order has been shipped, you will receive an email containing the tracking number for your order. This automated email with the tracking info can take up to 24hrs after your order has shipped to land in your inbox. USPS transit times are generally between 2 to 7 business days, which varies depending on a variety of factors.
IMPORTANT
We currently only provide one shipping option, USPS Priority Mail. there is no difference between the shipping service or fulfillment time between the paid shipping and the free shipping option.
How much is shipping?
FREE SHIPPING on all orders over $100 with coupon code 'ship4free'
Free shipping is calculated based on the order subtotal minus any coupons or promotions, example: if your order subtotal is $115 and you add a 15% off coupon, $115 (subtotal) - $17.25 (15% off coupon) = $97.75 which would not qualify for the free shipping.
IMPORTANT:
Free shipping and paid shipping is the same shipping service. If you are offered free shipping and choose the paid option, your order will not be fulfilled or shipped any faster.
The shipping price is calculated based on the services provided. We ship all order USPS Priority Flat rate with an adult signature of 21+ required at delivery
IMPORTANT:
Adult signature by a person 21+ is required at time of delivery, We suggest setting your shipping address to a location that will have an adult 21+ to sign for your delivery. This service has a cost of $7.15 at checkout and is in included on every order.
How do I make an account?
Creating an account is an amazing too that allows you to have all your order information in one place.
Other Account Features:
1. Easily view status of your orders
2. Create and monitor your returns
3. Start a vape wish list
4. See your recently viewed vapes
To take advantage of all the benefits of making an account, simply click 'REGISTER' at the top right of your screen of your computer.
MOBILE USERS: Click the menu button at the top left of your screen and scroll down to 'REGISTER'.
From there, fill out your basic information including your shipping address and you're ready to Vape with Confidence.
Can I return my order?
Please read our returns policy completely before you make your purchase, we want you to be 100% confident that your purchase is in the right hands.
Returns can be submitted no later the 30 days after receiving your product as per the tracking information.
Exceptions are given to certain brands per the manufacturer warranty:
- Geekvape mods/pod systems: 90 day limited warranty
We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange with a few exceptions:
- Due to the nature of such items and to protect our employees and customers safety we do not accept returns of any: tanks, atomizers, coils, E-liquids, batteries, replacement glass, drip tips, pods, disposables, or any product under the 'alternatives' category.
If a non-defective item needs to be returned it must be unopened and unused. Any non-defective items that have been used or opened will not be accepted under any circumstances and are not eligible for return or exchange.
Defective hardware has a 30-day limited warranty and can be returned for refund or exchange. These items will be tested at our facility prior to a refund or exchange being issued. Defective Items must not show any signs of excessive wear and tear. The items must exclude damage as a result from accidents, abuse, disassembly, customized modification, user error, or consequential and incidental damages, i.e. any product damaged by the recipient is not covered under this warranty.
For defective items to be accepted for return, the item must be returned with all original packaging including: manuals, paperwork, accessories, etc.
All dead on arrival items, damaged, missing, or wrong items must be reported back to us within 48hrs of receiving your order. Inspect all items carefully when you receive your order, it is your responsibility to report all issues within this time frame. Minor scratches, cosmetic blemishes, or discoloration are considered normal and is not covered by this warranty.
Compatibility between our products is your responsibility, we suggest you do your research on items prior to placing your order as incompatibility issues are not grounds for eligible returns.
Return shipping costs are not covered by Vapor Empire, you are responsible for the costs to return any items to us.
The customer is responsible for the shipping costs to get the item back to us and the costs for the replacement Item to be shipped back to the customer. We do not offer any reimbursement for shipping costs for any reason.
Refunds will be refunded back to the card that was used to place the order, or as store credits on our website to be used for future orders. Vapor Empire is not responsible for refunds to a prepaid card in the event the card holder no longer has possession of the card.
All clearance/sale items, and disposable sales are final. We do not accept returns or refunds on these items, this includes defective items in these categories.
How do I make a return?
In order to process a return, you must first create an account. See the 'HOW DO I MAKE AN ACCOUNT?' section above for more detail.
1. Log into your account on the website (if you checked out as a guest you will need to create an account and fill out the form below with your info
2. Navigate to "ACCOUNT" > "ORDERS"
3. You will now see a list of your past orders.
4. Locate which Order # has the items you want to return
5. Click on "Return Items?" for the order #
6. Fill out all information and submit the return request
7. Ship your Item/s back to us at:
MO - Fulfillment Ctr FV
Returns Dept.
17128 Colima Rd #898
Hacienda Heights, CA 91745
ATTN: (insert your order # here)
8. After we have received back the items we will process the return and either ship your replacement items or issue a refund
9. Refunds take 3-8 days for your bank to process.
10. After you have submitted a return request on the website, you have 7 days to ship the item back to us, if your return has not been shipped back within that 7 day window your request will be denied.
Can I make a change to my order?
You cannot alter an order after it has been placed, but there is a way to get the vapes you want by cancelling and remaking your order.
NOTICE: Orders eligible for cancellation are those that have not been fulfilled at the time of the request. once the shipping label has been printed and affixed to your order we can no longer cancel the order.
If you want to change something about your order, you can simply fill out the form below and notify us what you need. Once our customer service team confirms your request, you can make another order with the vapes you want.
NOTICE: If you used a coupon with usage restrictions on the cancelled order, be sure to notify our team and we'll make sure you can use it for the corrected order.
How do I use my coupon?
There are 2 places you can input your coupon.
1. At the 'Shopping Cart' page above the 'Grand Total' and below 'Tax'
2. At the 'Checkout' page. (Under 'Order Summary' right below tax there is a text link titled 'Coupon/Gift Certificate')
NOTICE: Do not input your coupon code in the 'Comments' section of your order. We cannot apply coupons after your order has been placed.
What does manually verify payment mean?
We have a system in place that checks every order for possible fraudulent activity. There are a few reasons why your order could trigger a fraud filter on our end, and when this happens your order status gets set to "Manually Verify Payment".
If you receive a notification stating your order is set to this status, don't fret as we'll just be giving it a quick look to make sure nothing out of the ordinary is happening.
After we've reviewed your order information we'll change the status to "Awaiting Fulfillment" which means you're in line to get your order in the mail!
IMPORTANT
We currently only provide one shipping option, USPS Priority Mail. Your order will take the same amount of time to ship regardless of price. If you qualify for free shipping but choose 'USPS Priority Mail', your order will not be shipped to you any faster. So save that money and choose $0 shipping when you can!