FREQUENTLY ASKED QUESTIONS

Answers to Your Questions about Electronic Cigarettes

Payment

We accept a variety of payment methods including credit cards, debit cards, cryptocurrencies, and more. You can view available payment options on the checkout page.

Payments may be declined for a variety of reasons, such as incorrect credit card information, insufficient funds, or issues with your payment provider. Please make sure the payment information you provide is accurate, or contact your payment provider to resolve the issue.

You can request an invoice during checkout and we will email it to you.

We do not offer cash on delivery service. You will need to use an online payment method when placing your order.

Yes, if you have a discount code or gift card, you can enter it on the checkout page to receive the discount.

We take a number of measures to ensure payment security, including encryption and PCI-compliant payment processing.

Upon successful payment, you will immediately receive an order confirmation email containing detailed order information.

If you require a refund, please contact our customer support team with your order details. We will assist you with your refund request in accordance with our refund policy.

Log in to your account and go to the My Account page. In the Order History section, you can view payment information and order status for past orders.

Shipping

Free shipping in the US and Australia.
Countries that we can ship with DDP (Delivery duty paid) Method, it doesn’t request you do customs clearance and no duties for you.

  • USA –  UPS Express (except Alaska and Hawaii)
  • UK –  Local DPD Express
  • Europe – UPS Express/ DPD Express/ DHL Express

Country lists of Europe DDP Method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Shipments to European countries except UK will be cleared in Germany and shipped to other European countries from Germany.

  • UAE (Dubai only)
  • Zuid-Afrika
  • Vietnam
  • West Malaysia（expcet Kalimantan Island）
CountryShipping MethodShipping Time
USALocal UPS Ground10~15 Days
UKLocal DPD Express7~12 Days
DuitslandUPS/DPD/DHL Germany8~15 Days
FrankrijkUPS/DPD/DHL Germany10~15 Days
BelgiëUPS/DPD/DHL Germany10~15 Days
LuxemburgUPS/DPD/DHL Germany10~15 Days
NederlandUPS/DPD/DHL Germany10~15 Days
Tsjechische RepubliekUPS/DPD/DHL Germany10~15 Days
PolenUPS/DPD/DHL Germany10~15 Days
KroatiëUPS/DPD/DHL Germany10~15 Days
SlowakijeUPS/DPD/DHL Germany10~15 Days
SloveniëUPS/DPD/DHL Germany10~15 Days
FinlandUPS/DPD/DHL Germany10~15 Days
DenemarkenUPS/DPD/DHL Germany10~15 Days
ZwedenUPS/DPD/DHL Germany10~15 Days
OostenrijkUPS/DPD/DHL Germany10~15 Days
ItaliëUPS/DPD/DHL Germany10~15 Days
HongarijeUPS/DPD/DHL Germany10~15 Days
LitouwenUPS/DPD/DHL Germany10~15 Days
EstlandUPS/DPD/DHL Germany10~15 Days
LetlandUPS/DPD/DHL Germany10~15 Days
GriekenlandUPS/DPD/DHL Germany10~15 Days
IerlandUPS/DPD/DHL Germany10~15 Days
PortugalUPS/DPD/DHL Germany10~15 Days
SpanjeUPS/DPD/DHL Germany10~15 Days
UAE (Dubai only)Dubai dedicated line12~18 Days
Zuid-AfrikaSouth Africa dedicated line15~25 Days
VietnamVietnam dedicated line3~5 Days
West MalaysiaMalaysia dedicated line4~8 Days

Other countries
Except these countries list above, you need to do customs clearance and pay duties when package arrived to your customs, regarding to how much tax you need to pay, please inquiry local customs for details.

Your customs may require you to provide business license too. (if any)

Free shipping is available in the US and Australia.

Shipping costs are typically calculated based on the weight of the items, the shipping destination, and the selected shipping method. You can see the shipping cost during checkout.

If your package is lost or significantly delayed, please contact our customer support team. We will investigate and assist in resolving the issue.

You can track your order by logging into your account and accessing the “Order History” section. We also send order tracking information via email.

Not required for now, except in Canada and Denmark.

Depending on the product, the stocking time is 1-5 days and the shipping time is 7-15 days.

Security

We employ multiple layers of security measures to protect your data and transactions, including data encryption, firewalls, and regular security audits.

We strictly adhere to our privacy policy and do not sell or share your personal information. Your information is used solely for order processing and providing customer support.

We use a secure payment processing system that complies with PCI standards to ensure the security of your payment information.

Creating a strong password involves using a combination of letters, numbers, and special characters, avoiding easily guessable information like birthdays. Changing your password regularly is also a way to enhance security.

Check the website’s URL to ensure it matches the official website. Additionally, look for the SSL certificate, which should indicate that the site is secure.

If you encounter any suspicious activity or security issues, please contact our customer support immediately. We will investigate and take necessary actions.

Yes, we have implemented anti-phishing measures to help prevent fraudulent activities on malicious websites and emails.

Returns

You can amend your order on or before 11:00 pm (PDT -7 GMT) on the same day the order was placed. Please contact us at [email protected] to request changes.

We have a 15-day return policy, allowing you to request a return within 15 days after receiving your item.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, contact us at [email protected]. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without prior return request will not be accepted.

Feel free to reach out to us at [email protected] for any questions related to returns.