WARNING: This product contains nicotine. Nicotine is an addictive chemical.

Frequently Asked Questions

Payment & Charges

My card was charged but I did not receive an order confirmation.

VapeNW partners with a large ecommerce provider to ensure a solid order processing flow. If you did reach the final check out screen or did not receive an order confirmation then no order was placed and 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 and contact us. This will help us investigate further.

My card was charged multiple times for the same order.

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 and contact us. This will help us investigate further.

Account

It is not letting me sign into my account.

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 migrated to a new platform. Because of the switch, we were not able to import customer information the previous website was so broken that it was entirely difficult and risky and secondly, we didn’t want to run the risk of compromising customer information. We hope you can understand our decision. You are free to create a new account to continue enjoying the services. We have some great new products and features not he 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.

Orders

I just received my order and I realized I ordered the wrong product. 

Information coming soon.

I ordered the wrong item and my package has not shipped yet. 

Information coming soon.

I got my order but items were wrong or missing.

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 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. 

I got my order but some of the items were damaged in transit.

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. 

Shipping

Are you able to ship internationally or to APO addresses. 

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.

I have not received shipping confirmation or tracking for my order yet. 

First, I want to assure you that 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.

My order says shipped but hasn't moved from the warehouse yet. 

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.

My order's tracking says "Delivered" but I did not receive my package. 

If you 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. 

My package says that it is being "Returned to Sender". 

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. 

My package did not arrive in the expected time frame. 

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.

My package says that a delivery was attempted. When will I receive my order.

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.

Refunds

I was told that a refund would be issued but I have not see the credit yet.

Don't worry. Your credit is 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.