FAQ
FAQ
Welcome to the VapeOwls FAQ page! Here, you'll find answers to common questions about orders, shipping, returns, payments, and more. If you need further assistance, don’t hesitate to reach out to our customer service team.
Ordering
Can I cancel or change my order?
To modify or cancel your order, contact us via phone, email, or live chat as soon as possible. Changes are not guaranteed, especially if more than an hour has passed or the order has already been processed.
Support Hours:
- Monday–Saturday: 8:00 AM – 5:00 PM PST
- Sunday: Email support only
How can I check the status of my order?
You’ll receive a tracking number by email after placing your order. You can also log into your VapeOwls account and navigate to your order history to check status updates.
What if I haven’t received my package?
If your tracking shows “delivered” but you haven’t received your package, contact us immediately. We’ll investigate and work to resolve the issue promptly.
What if I receive damaged or incorrect items?
If your order is damaged or incorrect, reach out to us, and we’ll fix it at no cost. For incorrect items, we’ll provide a return label and ship the correct products. For damaged items, photos may be required to expedite the replacement process.
Shipping
How soon will my order ship?
Orders placed before 1:00 PM PST usually ship the same day. Orders after 1:00 PM PST on Fridays are shipped the following Monday. Delays may occur during holidays.
How long does delivery take?
- Standard Shipping: 3-7 business days
-
California Customers: 1-3 business days, depending on location
Please note weekends and holidays are not considered business days.
Returns and Refunds
How do I return a product?
Returns are accepted within 5 days of purchase for unopened and sealed products. For defective or damaged items (excluding disposable vapes), we provide a prepaid shipping label. For defective disposable vapes, we offer a refund or store credit.
To initiate a return, fill out our contact form or email us for further instructions.
How long does it take to receive a refund?
Refunds are processed within 7 days of receiving the returned items and take 3-5 business days to reflect in your account. Refunds are issued to the original payment method, with store credit available as an alternative.
Payments and Billing
What payment methods do you accept?
We accept PayPal and credit cards. Additional secure payment options may be introduced soon.
Will I be charged sales tax?
Sales tax is calculated at checkout based on your delivery location and complies with state guidelines.
Can I apply a discount code after placing my order?
Discount codes must be applied during checkout and cannot be added retroactively to completed orders.
Product Information
Do your products come with a warranty?
Most items have a 5-day return period for unopened and sealed products. Disposable vapes are not eligible for replacement but may qualify for a refund or store credit if defective.
Why might the product I receive look different from the website image?
Manufacturers occasionally update packaging or product specifications. While we strive for accuracy, the item you receive may vary slightly from the website image.
Can I purchase single items, or are only bulk orders available?
We cater to both individual and wholesale customers. Single-item purchases are available, and discounts apply for bulk orders.
Account and Technical Issues
How do I create an account?
Click “Sign Up” at the top of the homepage, enter your details, and follow the instructions to create your profile.
What should I do if I have trouble logging into my account?
If you can’t log in, click “Forgot Password” on the login page to reset it. If issues persist, contact our support team for assistance.
Can I view past orders in my account?
Yes! Log into your account and navigate to the "Order History" section to view past purchases and tracking details.
If you have more questions, feel free to reach out to our customer service team via email at cs@vapeowls.com or by phone at 562-561-7721. We're here to help!