General Shipping
At e-cigexpress.com, all shipments within the contiguous USA are $5.99, regardless of size. Items will not be shipped to a P.O. Box! Generally, orders placed with us will leave our facility within one business day. Occasionally, due to unforeseen circumstances, an order will take up to three days to ship. If this happens, we will be sure to contact you and let you know when your item will ship. Although your item may ship out immediately, it may take longer than that to receive your tracking number. Tracking numbers will be sent you via email as soon as that information becomes available to us. Generally, we will ship all orders via USPS Priority Mail. We reserve the right to use any carrier, however.
Shipments To The Continental 48 United States
All shipments for new orders will be shipped via USPS Priority Mail 2-3 day delivery service at a charge of $5.99 per order - regardless of size. We will provide shipment tracking information to our customers as soon as we obtain it but are not responsible for the accuracy and /or timeliness of the United States Postal Service's tracking information on any given package. In most cases, customers receive an order before tracking is useful. We reserve the right, however, to send out replacement items for damaged, defective or misordered items via whatever the most economical means of shipping is available to us with no promises made in regards to delivery time and no guarantee that tracking information for those items will be provided.
Shipments To Alaska, Hawaii, Canada, Mexico and International Destinations
We do ship products to Alaska, Hawaii and military APOs from this site at the same $5.99 flat rate charge, but, like the US Postal Service, make no promise of 2-3 day delivery. If you live in a country other than the USA and are not shipping to a US Military APO, please visit our international shipping website, Electric Cigarette Stop, where you can order from a HUGE catalog of products - many of which are not available on this site. All orders shipped from Electric Cigarette Stop are shipped directly from manufacturers' or distributors' warehouses worldwide!
Customer Errors Resulting in Undeliverable Packages
If an item is undeliverable due to an address mistake made by the customer and the package is returned to us, there will be a 25% restocking charge applied. It is very important that the telephone number you provide to us at checkout is correct; this way, the delivery service can attempt to contact you and still deliver the package to the correct address. Any additional charges to us by the shipping company because of undeliverable or re-delivered packages will be charged to the customer's credit card.
Lost or Stolen Shipments
We are responsible for shipments only to the point that it is declared "delivered" by the shipping company. We will not be responsible for packages that the shipping company is showing as delivered but the customer says they have not received. All disputes are between the customer and the shipping company at this point. We simply cannot and will not replace lost or stolen packages. If you wish to purchase insurance or request a "signature required" delivery for your package, please contact us before ordering so that we may inform you of the cost of insurance and add that to your bill.
RETURNS
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. If your item is damaged or defective in some way, however, we'll make sure you're taken care of. Most of our products are backed by a manufacturer's warranty and, if defective, can be returned for a period of up to 28 days from the date of receipt of the product. If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
- Batteries are warrantied for a period of 28 days from the date of receipt
- Atomizers are warrantied for a period of 14 days from date of receipt
- Chargers are warrantied for a period of 28 days from date of receipt
- Cartridges are not refundable or exchangeable for hygienic reasons
Returns
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.
2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed
If the item isn't working correctly, and it does not appear to have been damaged during shipping, please contact us within 28 days of receipt of product. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. Products that are no longer working due to neglect, abuse or impropoer use will not be replaced or refunded. For hygenic reasons, we will not replace or refund cartridges that have been used. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
Batteries are warrantied for a period of 28 days from the date of receipt
Atomizers are warrantied for a period of 14 days from date of receipt
Chargers are warrantied for a period of 28 days from date of receipt
Cartridges are not refundable or exchangeable for hygienic reasons
3. You received an item that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and, after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You've received the product but you've decided you want to return it
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unopened, unused, and still in the original packaging.
2) You must contact us to notify us that you'd like to return the item within 7 calendar days of receiving the item.
3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR
2) You can get a cash refund for the amount you originally paid LESS a 25% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us.
5. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS a 25% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.
