FAQ
Welcome to our FAQ section! Below, you'll find answers to common questions. If you need further assistance, feel free to reach out to our support team.
1. Ordering & Payment
Q: How can I place an order?
A: Simply browse our site, add your favorite products to the cart, and proceed to checkout. You’ll need to provide your shipping information, choose a delivery method, and complete payment. Orders can only be placed by customers who are 21 years of age or older.
Q: What payment methods do you accept?
A: We accept most major credit cards, including Visa, MasterCard, Discover, and American Express. For online security, we may require verification for certain transactions.
Q: Can I change or cancel my order after it’s placed?
A: Orders are processed quickly to ensure fast delivery. Please contact us as soon as possible if you need to make changes. While we’ll do our best to accommodate, we cannot guarantee changes once processing has started.
2. Shipping & Delivery
Q: Do you offer same-day delivery?
A: Yes, for orders placed before 5 PM within Springfield, MO, we offer same-day delivery. Orders placed after 5 PM will be delivered the next business day.
Q: Do you ship outside of the United States?
A: Currently, we do not offer international shipping. Orders are limited to customers within the United States, excluding certain restricted states.
Q: How much is shipping?
A: We offer free delivery in Springfield, MO, for orders over $50. For other locations and shipping methods, rates vary based on your order and location. You’ll see all shipping options and costs during checkout.
Q: How do I track my order?
A: Once your order ships, we’ll send you an email with tracking information so you can keep an eye on your package.
3. Returns & Refunds
Q: What is your return policy?
A: You can return eligible items within 7 days of purchase for a refund, minus a 15% restocking fee. Items must be unused and in original packaging. Please note that certain items, like e-liquids and opened devices, are not eligible for returns due to health and safety regulations.
Q: How do I request a return?
A: To request a return, contact our customer support team. We’ll provide return instructions, and once we receive the item, we’ll process your refund. Return shipping costs are the customer’s responsibility.
Q: Are there items that are not eligible for refunds?
A: Yes, opened e-liquids, used devices, and specific brands (like Puffco products) are not eligible for refunds or exchanges. Please review our full refund policy for details.
4. Products & Availability
Q: Are all of your products authentic?
A: Absolutely! We only sell genuine, high-quality vape products from trusted manufacturers. You can shop with confidence knowing that all items are authentic.
Q: Do you carry nicotine-free products?
A: Yes, we offer a range of nicotine-free options for customers who prefer vaping without nicotine.
Q: Are your products compliant with FDA regulations?
A: Yes, we comply with all applicable FDA regulations. All vape products meet federal requirements, including age restrictions and product labeling.
5. Age Verification
Q: Why do you need to verify my age?
A: In accordance with federal and state laws, customers must be 21 or older to purchase vape products. We require age verification at checkout and during delivery to comply with these regulations.
Q: What happens if I can’t verify my age?
A: If we cannot verify that you are 21 or older, we cannot complete your purchase. Please have a valid government-issued ID ready if prompted for age verification.
6. Account & Security
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to track your orders, save your shipping details, and access special offers.
Q: Is my information secure on your site?
A: Yes, we use industry-standard encryption and security practices to protect your personal information. For more details, please review our Privacy Policy.
Q: How can I reset my password?
A: If you forgot your password, click “Forgot Password” on the login page. You’ll receive an email with instructions to reset your password.
7. General Questions
Q: Can I place an order over the phone?
A: Yes, if you’d prefer to place an order by phone, our customer service team can assist you. Simply give us a call during business hours.
Q: Do you offer gift cards?
A: Yes, we offer digital gift cards in various denominations, perfect for gifting. You can find them under the “Gift Cards” section on our website.
Q: How can I contact customer support?
A: You can reach us by email at contact@vip2smokers.com or by phone at (417) 771-5513. Our support hours are 7days/24 hours.
If you don’t see your question here, please reach out to us – we’re happy to help! Thank you for choosing VIP Smoker Vape. Happy shopping!