Exchange and Refund policy
We aim to ensure that every customer has a positive experience with us. We want you to be satisfied with your order, which is why we strive to achieve complete customer satisfaction. Please see below for additional details about what can be returned and exchanged before placing an order.
We are more than happy to do exchanges within 30 days from purchase. To request a return or exchange on an item, you must contact us using our contact form or email us at info@onlinevapeshop.us within 30 days of your tracking number stating your package was delivered. Our customer service department will give you further instructions and may ask you questions regarding your return or exchange. Once we receive the return or exchange, our returns department will carefully inspect the return. All item(s) must be packaged carefully and received back in new, unused, undamaged, resellable, and brand-new condition. Items will not be refunded or exchanged until we have received the item back and determined it was received in new, unused, undamaged, resellable, and brand-new condition.
We will not accept returns or exchanges for items that have been opened, tested, tampered with, or similar. This applies to items that have been tested and “cleaned. " Additionally, we will not accept returns or exchanges for items not purchased on www.onlinevapeshop.us. You will be responsible for shipping the products back to us.
When the returned items are received, a customer service representative will contact you by phone or email to clarify which items you would like to exchange and to place your order with you. You will only be responsible for the remaining amount of any item that is not of equal value. A standard shipping fee will apply to all orders under $79.99.
Please note that certain items, such as personalized or final sale products, may be exempt from our return policy. If you have any questions about whether an item qualifies for a return or exchange, feel free to reach out to us.
If you’re feeling dissatisfied with an item that falls outside of our return and exchange policy, we highly encourage you to reach out to the manufacturer directly. They often have the expertise and resources to provide you with the assistance you need to resolve any issues. It’s important to note that we do not facilitate warranties or exchanges between our customers and the manufacturer, regardless of the advice you may receive from them.
While we understand that it can be frustrating not to return or exchange certain items, we truly value your feedback. Your insights and experiences are invaluable to us, as they help us better understand our customers' needs and preferences. This information enables us to make informed decisions about our product offerings, ensuring we provide the best options possible for our customers. Thank you for taking the time to share your thoughts with us! We’re committed to improving and appreciate your input!
To initiate a return or exchange, please contact our customer service team at info@onlinevapeshop.us. We will guide you through the process and provide you with a return shipping label if necessary.
Customer service email address: info@onlinevapeshop.us
Our address: 10655 Richmond Avenue, Suite 130A, Houston, Texas 77042
Customer Service Hours: Mon - Fri – 9:30 AM - 5:30 PM (CST)