VapeNW partners with a large ecommerce provider to ensure a solid order processing flow. If you did not reach the final check out screen or did not receive an order confirmation then no order was placed. We apologize for any confusion or inconvenience this has caused.  

A charge can appear to have been made if you tried a transaction multiple times and it failed because of an incorrect zip code or CID number, some banks will place a hold on the amount as if the purchase has gone through. At the end of the day, our merchant processor sends decline notices to each bank. At that time, the bank will then follow their procedures to release the "Hold" on the funds. Depending on the bank, the release can last from 24 hours to several days. Please reach out to your bank to verify they are not simply “Holding” the funds. If the you were indeed charged, please get as much transaction information from the bank as possible and contact us. This will help us investigate further.

We apologize for any confusion or inconvenience this has caused. A charge can appear to have been made if you tried a transaction multiple times and it failed because of an incorrect zip code or CID number, some banks will place a hold on the amount as if the purchase has gone through. At the end of the day, our merchant processor sends decline notices to each bank. At that time, the bank will then follow their procedures to release the "Hold" on the funds. Depending on the bank, the release can last from 24 hours to several days. Please reach out to your bank to verify they are not simply “Holding” the funds. If the you were indeed charged, please get as much transaction information from the bank as possible and contact us. This will help us investigate further.

While we understand this can be frustrating, we have little control over the merchant processing side of things. When a transaction is attempted, our merchant processor attempts to match the information. If it cannot, then it will decline the charges for security purposes. In order to prevent this error from occurring on our website and future websites, we advise you to verify the address that is on file with the bank for that card. Sometimes an address can be slightly different and this can cause system automated declines. 

We understand that it can be extremely frustrating when you are not able to log into your account. If you are not able to sign in, there are typically two possibilities that could be occurring. First is that VapeNW was recently acquired by a separate company and due to the previous website being so broken it was migrated to a new platform. Because of the switch, we were not able to import customer information as we didn’t want to run the risk of it being compromised. We hope you can understand our decision. You are free to create a new account and continue enjoying the services we provide. We have some great new products and features on the horizon and can’t wait to get going!

The second possibility is that your password has been reset or forgotten. Please use the Forgot My Password link when you try to log in to reset your password."

VapeNW has undergone some changes in ownership and the website had been re-configured. As a result, many customer accounts are needed to be recreated. If you had an account credit from the previous ownership, we are more than happy to carry over that credit. First, create a new account under the new website. Then email us at Support@VapeNW.com with the CREDIT MEMO notification sent from the previous owners containing the amount of credit owed. We will the issue you a gift card for that amount for you to apply toward your next orders. 

Our return policy details that customers may only return UNOPENED and UNUSED items for store credit or a card refund with a 2% deduction to cover credit card fees. All returns must include all original packaging and must be accompanied by the manufacturer's authenticity code. This does NOT include E-liquids, Coils or Clearance Items. VapeNW returns are handled on a case-by-case basis and authorized at our staff’s discretion. We offer a 30-Day Return Policy that begins the day the customer’s items are delivered. Once a customer has been approved for a VapeNW Return, they will have 10 days to return the item(s). After that 10 day period we will be unable to take the item back. Customers will be responsible for shipping the product back to us. Shipping charges are NON-REFUNDABLE/NON-CREDITABLE. Contact us at support@vapenw.com if you are want to initiate a return for ordering the wrong product.

If you need to cancel or edit an order simply log into VapeNW.com and visit your Account page. Find the order you wish to change in the table and click either "Edit" or "Cancel". We do not allow cancellations from Monday-Saturday between the hours of 8 AM PST to 4 PM PST as this is when orders are being fulfilled. If you need to make a change to your order during these times please email us at support@vapenw.com. We will try to prevent our fulfillment team from sending your package.

If your package has been shipped you will need to refuse shipment from USPS or send the package back to us in order to receive a refund or make changes. Refunds may take up to 7 business days to report depending on your bank.

First off, we are terribly sorry about the mixup. I know this can delay your vape experience and that's the last thing we are aiming to do. If you are missing one or more items from your order, please follow these steps:

1. Check your order and ensure that you placed the correct item in your cart at checkout.
2. Take a picture of the items you received with the box/bag your order came in.
3. Send us an email containing your name, email, order number, the photograph and what items were missing to: Support@VapeNW.com. We will get back to you with a resolution as soon as possible. 
   

The unfortunate truth is that sometimes things are damaged in transit. We know this a huge inconvenience for you and delays your vape experience. If one more items from your order was damaged in transit, please follow these steps:

1. Take a picture of the items you received with the box/bag your order came in. Please take detailed photos showing the damaged product, the affected products, and the packaging.
2. Send us an email containing your name, email, order number, the photograph and what items were missing to: Support@VapeNW.com. We will get back to you with a resolution as soon as possible. 
   

If you need to make changes to an order or cancel it, simply log into VapeNW.com and visit your Account page. Find the order you need to make changes to in the table and click "Cancel". We do not allow cancellations from Monday-Saturday between the hours of 8 AM PST to 4 PM PST as this is when orders are being fulfilled. If you need to make a change to your order during these times please email us at support@vapenw.com. We will try to prevent our fulfillment team from sending your package.

If your package has been shipped you will need to refuse shipment from USPS or send the package back to us in order to receive a refund or make changes. Refunds may take up to 7 business days to report depending on your bank.

VapeNW has been able to ship to various countries and addresses in the past but recently we've partnered with a shipping company that does not allow this just yet. We've decided to move forward with the partnership because it makes our turn around time much faster and they will pick up from our new facility. We apologize about the inconvenience and we are actively working to build in more shipping options soon.

First, I want to assure you that we pull orders for shipping Monday through Friday, once in the morning and once in the afternoon. We also ship on Saturday morning. So if you place an order before 7:00am PST Monday through Saturday, it will be going out same day. If you place your order after 2:00 PM it will typically go out the next day except for Sundays. Because of a specific software integration that we have to use in order to get orders out as fast as possible, confirmation emails have to be manually issued and can up to 1 business day from the time that the order actually shipped. You'll notice, once you receive your shipping confirmation the tracking usually has some movement already. That is caused by the delay. We are sorry for the inconvenience and are working with our software development team to make confirmations more immediate. Thank you for your understanding.

To ensure that we can ship as many orders out on a daily basis, VapeNW has contracted a third party pick up service that is a parter with USPS. Because they pick up a large assortment of products they typically do not get scanned upon pick up or at the local sorting facility. A lot of the times, the first scanning occurs when the order is received by the final destination and will be updated when it is about to be out for delivery. Please allow up to 48 hours from the time when you receive shipping confirmation for the tracking to update. If it still has not updated, please reach out to us directly with your name, email, phone number and order number so that we may investigate.

If your package says "Delivered" and you have not received your package, please don't worry. We will do everything we can to resolve the issue. When an item has been delivered, that typically means that a USPS representative has informed the carrier that the package has reached its final destination. You can see where the item was delivered by searching your tracking number on USPS Tracking Website. Under the delivery Status it should say "Delivered" and indicate where the delivery package was left at. (Example: Delivered, In/At Mailbox) Following these instructions enables you to get your package as quickly as possible if it's around.  

1. Look for a notice of attempted delivery.
2. Look around the delivery location. Check around the entrances of your residence for the package: particularly on back porches, in bushes, garages, grills, or other places that might protect your package from theft or weather. Note that delivery drivers may also use plastic bags to protect your package from the weather.
3. See if someone else accepted delivery. Check with any family members, roommates, or neighbors who may have received the package for you without your knowing.
4. Speak with the specific postal carrier who delivers your mail as they do scan the package in order to mark it 'delivered'.
5. Wait 24 hours—packages can show as delivered while still in transit.

If you've exhausted all of these options, please follow up with us at support@vapenw.com. We also ask that you be patient with us. As far as tracking, we are only able to see the same tracking information that you are able to see. It may take some time for us to gain a response from USPS. 

If USPS has deemed that a package should be "Returned to the Sender", it is typically a result of one of two things. Either the package was damaged in transit or USPS was unable to locate your address as entered. VapeNW relies on the information keyed in at the time of purchase for shipping and billing. We completely understand that sometimes, that information may be mistyped or the address entered could not be verified by USPS. USPS has an Address Verification Tool that allows you to verify that an entered address matches one they can deliver to.

Once your order has been returned back to us, we will notify you and automatically issue you a refund for the full amount charged. You may then choose to replace your order with an updated address. 

VapeNW does everything it can to get customers their orders in a reasonable time. We understand that when an order arrives off schedule it can cause major inconveniences. VapeNW guarantees that orders will be shipped within 48 hours of their placing. Once we fulfill them, the responsibility is then transferred to USPS.

Shipping carriers handle millions of packages everyday and do so extremely efficiently. We primarily use USPS as our primary shipping provider. While they have their recommended times that they issue at checkout they only guarantee Priority Express delivered within a 1-3 day time frame. Other than that, shipping times displayed or estimations and are not guaranteed. There are many factors that effect their shipping times such as holidays and weather. 

If you paid for USPS Priority shipping and did not receive your package with 3 days transit time, we encourage you to dispute your shipping charges with USPS directly by Submitting a Claim.

Please, visit https://www.usps.com/help/claims.htm to submit your USPS claim.

Typically USPS attempts up to three times before they will return to sender. If a delivery was attempted, it's best to reach out to your local post office to inquire why they were not able to deliver and make proper arrangements.

Please, don't worry. Your credit is definitely on the way. Once we've issue a refund, our merchant processor notifies your bank of the refund at the end of the same business day. From there, the refund may take up to 7 business days to reflect in your bank account depending on the bank and their policies. Please note that banks are closed on federal holidays and these days are not typically counted toward their timeline for issuing the refund. Please understand that when we commit to issuing a refund, our goal is for it to reflect in our customer's account as soon as possible, and once we've issued the refund, the timeline is now outside of our control. 

We appreciate you choosing us to search for your favorite vape products. We try to stay as up to date with our products as possible but there are times where the demand far exceeds our supply. In these cases, our purchasing team looks at the trends of the product sales as well as upcoming new products and makes restocking decisions. To limit confusion, these decisions are not proactively communicated with our customer service or sales team. With that said, unfortunately we will not be able to answer questions about stock or restocking products. We hope this clears things up a bit and we encourage you to choose another great color option or compatible device.

While most devices are made and packaged extremely well, there can be some issues with them right out the box. If you are having issues with leaking, here are a few common points you can review to troubleshoot your device.

1. The coils is not seated properly. This is fairly typical. If the coil (even pre-installed) is not seated properly, e-liquid will seep into the grooves between the deck and the coil or between the coil and the upper chimney. This will result in e-liquid spilling into the deck and typically out through the bottom airflow.

2. The chimney is not seated properly. Like the coil threads, the upper chimney needs to be seated properly or e-liquid will seep into the threading resulting in e-liquid spilling in the deck and out through the bottom airflow. In some tanks, the chimney is a part of the upper deck and is what compresses the glass into each deck. If the chimney is not set properly, e-liquid will seep into the grooves of the upper and lower deck. This will result in e-liquid spilling into the deck and typically out through the bottom airflow.

3. The glass or outer shell is not making a proper seal. This is caused by the glass or outer shell not properly seated into the o-rings on the bottom and top of the deck or the outer shell itself could be damaged. If this is the case, there could be leaking toward the bottom or top of the glass. Most tanks come with replacement glass or typically they can be ordered individually.

4. The o-rings are not seated properly, are warn, or are damaged. In this case, there will typically be e-liquid buildup around the base or flooding through the air holes in the base. Most tanks come with replacement o-rings.

5. Lastly, the tank is not being used enough. E-liquid is continuously being absorbed through the wicking material. If the tank is not used, gravity will cause that absorbed e-liquid to flood the bottom deck and dispense through the air holes.

If you've inspected and considered all of these steps there may be a manufacturing issue that is unresolvable in that device. If the device was delivered within the last 14 days, you make request an exchange through VapeNW. If it has been 15 days or more since delivery, you will need to contact the manufacturer directly for a warranty exchange.

There are a number of different reasons why the tank will not fire, here are some troubleshooting steps to help.

1. Ensure the mod is reading the coil, look for the resistance on the screen next to the Ω symbol. It should correspond to the resistance on the coil in the tank. (if not try to reinstall the coil in the tank)

2. Ensure the coil and your mod are compatible. (some batteries will not fire below a certain resistance or work with certain coil types)

3. Contact points between the coil, tank and mod can cause connection issues. (clean all contact points between coil, atomizer, tank and mod with q-tips)

4. Some coils have defects and will not work over time or out of the box. (if a certain coil isn’t working try a different one)

All coils are disposable and will go bad eventually. Average coil lifespan ranges dramatically with personal vaping habits, type of equipment utilized and the E liquids vaporized. Some of the following are reasons your coil might taste burnt and how it might be avoided.

1. Wick not soaked with liquid. (All coils have wick that needs time to be saturated with liquid before being heated up, take 5-10 minutes after filling up a tank with a fresh coil before vaping & avoid chain vaping by staggering puffs 15-30 seconds)

2. Running outside of recommended settings. (All coils have different recommendations of wattage/temperature settings, running outside of these especially higher than these can cause coils to taste burnt)

3. Time (the ultimate destructor of all things, overtime the wicking material becomes gunked up and coils taste worse the more they get used to solve this change you will need to change your coil)

4. Sweet/Dark E liquid (Flavors that taste sweeter or are darker in color will shorten your coil lifespan and lead to burnt taste faster)

Coils not lasting as long are similar to the issues present with coils tasting burnt. Some reasons that this may happen are listed below.

1. Wick not soaked with liquid. (All coils have wick that needs time to be saturated with liquid before being heated up, take 5-10 minutes after filling up a tank with a fresh coil before vaping & avoid chain vaping by staggering puffs 15-30 seconds)

2. Running outside of recommended settings. (All coils have different recommendations of wattage/temperature settings, running outside of these especially higher than these can cause coils to taste burnt)

3. Sweet/Dark E liquid (Flavors that taste sweeter or are darker in color will shorten your coil lifespan and lead to burnt taste faster)

A device not turning on doesn’t mean it is broken, try using these troubleshooting steps to get it back to functioning state.

1. Many mods have a screen lock or on/off function, make sure the screen is turned on or not locked. (consult the manual if necessary)

2. For mods that use an external battery, make sure battery/batteries are inserted properly.

3. Ensure battery/batteries are charged using proper external charger or included USB cable.

There’s a number of different causes that could prevent your mod from reading your tank or atomizer, use these troubleshooting tips to help remedy it.

1. Try to take the tank off the mod and try to screw it in again to see if it makes a connection.

2. Try to take the coil out of the tank and screw it in again to see if it makes a connection.

3. Dirt happens, it can create issues with connection points. Clean all contact points between coil, atomizer, tank and mod with q-tips.

4. Try to adjust the 510 pin on the bottom of your tank or atomizer to protrude enough to make contact with the mod.

Over time and consistent use the milliamp hours (mAh) of a battery decrease. After 100-200 charge cycles the lifespan of the battery can decrease by half. It is wise to replace batteries that have seen over a year of consistent use.