FAQ / Contact Us
To save yourself some time, please give the below list of Frequently Asked Questions a read prior to contacting us. You might find that your question has already been answered, below :)
Where’s my package/My package is delayed/My tracking is not updating/My delivery date has passed and my order has not been delivered.
Sometimes, waiting for vapemail is the hardest part! We've been there, dealing with USPS can be frustrating, especially because USPS sometimes has a habit of not updating their tracking system on time. We've even seen orders marked as delivered, only to be actually delivered several days later. If you've received a tracking number, your order has been delivered to the post office and is on its way. Some orders may take longer than others to be delivered (i.e. orders traveling cross-country, USPS First Class vs. USPS Priority, unforeseen delays by USPS, etc.). Please note that all USPS expected delivery dates are nonguaranteed estimates, and are subject to change or delay without notice from USPS. Please understand that we have zero control over the frequency of tracking updates, delays, or inaccurate tracking information provided on the part of USPS. While we are happy to work with you on orders that arrive damaged due to the journey, once USPS updates a package as 'Delivered', Vapecentric cannot be held responsible for any orders affected by loss or theft.
However, if an order has not arrived 14 days after having received a tracking number, please use the form below to contact us so we may better serve you in resolving the issue. Prior to 14 days, there is not much USPS allows us to do in helping track down your order, unfortunately. We sincerely appreciate your patience and understanding.
I received a damaged product, what do I do?
If any part of your order arrives broken or damaged, please take pictures of the damage with labels clearly visible and send them to email@example.com with your order number and a short description (a picture of your invoice with all necessary info will suffice). All customers service inquiries will be assessed and resolved in a timely manner. We recommend that customers not attempt to salvage eliquid from glass bottles that have been broken.
I ordered from California but my order hasn’t shipped yet, did you forget about me?
Not to worry, we pay special attention to each customer, and every order. Here's what's going on: In accordance with the new California state laws on vaping, we are required to make a phone call to you after 5:00pm before we can ship out your order. The phone call will go to the main phone number listed under your shipping address and can go to either a person or voicemail. Please ensure that your phone number on file is correct in order to avoid any unnecessary delays. If you need to change the phone number, please reach out to us ASAP via the contact form, below. In addition, please note that it is now against state law to ship "tobacco products" to PO Boxes in CA, and that by law we must ship your order to your billing address. Again, please contact us via the contact form, below, if the designated shipping address on your order is a PO Box or is different from your billing address.
What's the deal with age-verification?
We're certainly very sorry for the inconvenience! As you may know, the first phase of the FDA Deeming Regulations on vaping became effective on August 8th, 2016. As a result, vape shops are now required by law to verify the ages of our customers. In addition, many state legislatures have passed their own laws regarding age-verification, and we hope you'll understand that we must follow both state and federal law. For those wondering, we do not utilize BlueCheck -- our age-verification provider is AgeChecker, a far less invasive and more convenient solution for our customers.
What's up with the new "handling fee?"
We really, really didn't want to do this, but the federal government has forced the hand of the entire vape industry. As a result of the PACT Act going into effect, beginning 3/26 all vape shipments require an adult signature upon delivery. This is now mandated by the federal government, on the threat of steep fines/penalties, and even jail time. As you may or may not know, adding an adult signature to every shipment is quite expensive. In order to keep our prices low and competitive, we have no choice but to add a handling fee for every shipment, due to the cost of acquiring adult signatures upon delivery.
How is coronavirus affecting the vape industry?
DUE TO CORONAVIRUS, MANY SHIPMENTS TO US OF HARDWARE AND COILS HAVE BEEN DELAYED, AS MOST MANUFACTURERS ARE IN CHINA. WE HOPE YOU UNDERSTAND THAT WE ARE DOING EVERYTHING WE CAN TO MAKE SURE WE HAVE ITEMS IN STOCK, BUT SITUATIONS LIKE THIS ARE OUT OF OUR CONTROL. IF THIS AFFECTS YOUR ORDER, WE APOLOGIZE DEEPLY FOR THE INCONVENIENCE. WE WILL DO WHATEVER WE CAN TO ACCOMMODATE YOU IF YOUR ORDER IS AFFECTED BY THIS.
1-800-VAPE-52030101 Agoura Ct. Ste 233Agoura Hills, CA 91301
Customer service is our top priority! If your question was not answered by reading the above FAQ, please let us know how we can assist you by filling out the below form. We strive to respond to customer inquiries as soon as we can, but in some cases please allow up to 1 business day (slightly longer if we are experiencing high order/email volumes) for a response.Customer Service Hours:10am - 3pm Pacific TimeMonday-Friday
We currently have all hands on shipping, even customer service employees. Please understand that this does mean longer response times for customer contacts/inquiries for the foreseeable future. We hope you can understand that we are doing everything we can to ship out every single order in a timely manner, while also having to deal with the circumstances we all find ourselves under right now. We appreciate your patience in this troubling time, and you have my word, personally, that we will take care of every single one of you.
Owner & President