If our system is unable to verify your legal age, you may send us an email to [email protected] and we will manually verify your legal age in the corresponding state of residence. To speed up the process please send Vapor Origin a photo of your ID, Drivers License, or Passport. You may cover sensitive information, such as your drivers license number or passport number.
Once your account has been verified, you will no longer be asked to provide ID upon checkout while you are logged into your Vapor Origin Account.
If you have verified that the shipping address listed on your order is invalid or incorrect, you may contact USPS to forward the mail to the correct address or you may make arrangements with USPS to pick up your order at the post office. Alternatively, if the order’s tracking number shows that the courier returned your package to the original sender, contact us at [email protected] and we will make the necessary arrangements to your order once we receive it at our facility. Please contact us with your updated shipping address and we will update the shipping address in our system.
If you believe that an item in your order is missing/incorrect, please contact us immediately. Please be sure to include your order number, along with images of the invoice and the products that you received. Please make sure to capture the entire document when sending us the invoice. Please do not open any incorrect items. Upon reviewing the email, we will send you a prepaid return label at no charge to you to return the item back to us in exchange for the correct product.
Please send this information to: [email protected]
Please Note: All DOA (Dead on Arrival), missing, or wrong item claims must be reported to us within 48 hours of delivery. Please ensure to carefully inspect your items upon receiving the package, as it is the recipient’s responsibility to check the contents of the order within the designated time period and to notify us if there are any issues with the order.
We can only cancel orders that have not been processed by our shipping department. Once a shipping label has been created, the order is no longer be cancelled/refunded. If necessary, you may refuse the package at the time of delivery. Once we receive the package back at our facility we will happily cancel and refund the order.
Unfortunately, we cannot make any item changes to orders once the order has been placed. However, we may cancel the order if the package has not been processed with our shipping department. Please note that once the package begins processing, and a tracking number has been created, the order cannot be cancelled.
Returns & Refunds
If you have purchased a defective item from our website, please notify us within our 15 day warranty period and we will be sure to assist you with the return process. Prior to contacting us please ensure to include the following items in your email:
- Order Number
- Take photos and videos of the defective item, clearly showing the issue at hand
- Please send the above information to [email protected]
Please Note: All minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and are not covered by our warranty.
We currently offer a 15 day after purchase date limited warranty for all items with manufacturer defects purchased from our website, with some restrictions*. The warranty period beings once the package has been delivered in correspondence to the order’s tracking history. Once delivered and after the 15 days warranty period passes, the item(s) will longer be eligible for a refund/replacement. You may be required to photograph the item and/or take a video of the item, to show the defect.
Please Note: We do not offer refunds on eliquids, tanks, and many other items due to the nature of the items.
I have a tracking number, but the order shows that it is still in pre-shipment. What is the status of my order?
We create shipping labels prior to shipping the order. Once the tracking number is created, you will receive a shipping confirmation email. Please note that this does not indicate that the order has been shipped out. During this stage , the order is sent to our shipping department in preparation for shipment. In the event that an item you ordered is unavailable, you will receive an email from customer service to resolve any issues. Additionally, tracking information will be updated once the shipping courier scans the package.
Order confirmations are typically sent within 12 hours of the order being placed. If a contact email was not provided at the time of checkout, or if an incorrect email address was provided, the confirmation will not be sent to your inbox. If you entered a correct email address, check your spam/junk folder if it does not appear in your inbox. Please verify the information you enter at checkout to avoid any issues. If you believe that the email was not received due to the reasons mentioned above, feel free to contact us regarding the matter and we will provide you with your order number and tracking number.
Our order processing time is 24 to 48 hours from the time the order is placed, excluding weekend and holidays. If you selected First Class Shipped as your shipping method at the time of checkout, your order will require the full 48 hours to be processed.
Please Note: During busy holiday hours or holiday promotions, processing can take up to 72 business hours.