Shipping and returns policy

Shipping Policy


All orders will be shipped using USPS (U.S. Mail) or UPS. Most orders are filled same day except for out of stock items but we do ask to allow 1-3 business days for the processing of all standard orders. Made-to-order items such as HotVapes’ e-liquids and B12 may take up to 5 business days, but our goal is always to get them out faster. We do not have processing time-frame guarantees, but we will contact you via email if we expect more than 5 business days to ship your order. Please note our below shipping schedule before placing any order. 

HOTVAPES SHIPPING SCHEDULE

Monday – Friday:  Business hours are 11:00am to 7:00pm central time. Orders typically ship within 1-3 business days from order submission, but our goal is to ship same or next business day.

Saturday - Sunday: HotVapes is closed and shipments will leave the facility in the order that they were received.

Note: Shipping Schedule May Vary Due to Major Holidays or Inclement Weather

Once a package has been processed, you will not be able to track it until the first scan by the carrier. Please wait 24 hours before contacting Customer Service about a package’s tracking number being unidentified. Customer Service can be reached at 1-775-468-8273.

CANCELLED ORDERS

If your order has shipped, it cannot be cancelled.  Prior to shipment, cancellations may be feasible, depending on the progress of fulfillment. If you need to cancel an order, contact us at 775-468-8273 immediately.

USPS DOMESTIC

USPS does not guarantee delivery times on First Class Mail or Priority Mail shipments. At check-out, customers are presented with an estimated delivery date. HotVapes is not responsible for specific delivery dates and holds no responsibility once the package has left our facility. We cannot intercept any package being shipped through USPS. It’s the customer’s responsibility to provide accurate shipping information. If a package is returned due to incorrect shipping information, the customer must pay for re-shipment. No refunds will be issued for incorrect shipping information. If a package has not been delivered or is delivered to the wrong address it is the consumer’s responsibility to contact USPS.

HOTVAPES IS NOT RESPONSIBLE FOR INCORRECTLY DELIVERED PACKAGES AND/OR DAMAGES; NO REFUNDS WILL BE ISSUED. PLEASE CONTACT USPS FOR CLAIMS INFORMATION. UNITED STATES POSTAL SERVICE: 1-800-275-8777

UPS DOMESTIC

We cannot intercept any package being shipped through UPS. It is the customer’s responsibility to provide accurate shipping information. If a package is returned due to incorrect shipping information the customer must pay for re-shipment. If a package has not been delivered or is delivered to the wrong address, it is the consumer’s responsibility to contact UPS.

HOTVAPES IS NOT RESPONSIBLE FOR INCORRECTLY DELIVERED PACKAGES AND/OR DAMAGES; NO REFUNDS WILL BE ISSUED. PLEASE CONTACT UPS FOR CLAIMS INFORMATION. UPS DOMESTIC/INTERNATIONAL: 1-800-742-5877

***SATURDAY DELIVERY IS NOT INCLUDED ON NEXT DAY SERVICES. IF YOU REQUIRE SATURDAY DELIVERY PLEASE CONTACT CUSTOMER SERVICE AT 775-468-8273***


RETURNS

WARRANTY ON E-LIQUID AND B12

We do not have a warranty on e-liquid or B12, unless the error is ours. All e-liquid and B12 must be inspected and tested by the customer upon receipt and the customer must notify us within 24 hours of the time stamped delivery if a product is found to be defective. The customer must notify us of defective e-liquid within 24 hours of receiving shipment to qualify for a refund or replacement. All e-liquid and B12 orders are made to order during the order fulfillment process. Therefore, once your e-liquid/B12 order has been filled, the purchase is complete and cannot be returned or refunded even if it has not been received by the customer. Also, due to the consumable nature of these products, and the inability to reuse or resell once they have left our facility, returns or refunds are not allowed for any type of e-liquid or B12 unless the error is ours.

30-DAY REPLACEMENT WARRANTY ON HARDWARE (EXCEPT ATOMIZERS)

If product failure or defect occurs within 30 days of product being delivered, please contact customer service at 775-468-8273 immediately. If contact is not made within 30 days of receipt of shipment, customer will not qualify for product replacement regardless of when product failed or was found to be defective. In order to qualify for product replacement, customer (at our discretion) must return the defective product at their own expense prior to the replacement being sent out. Once we receive the product and it is determined to have failed or is defective, a replacement will be sent out at our expense, or, if preferred by customer or if product is no longer in stock or is otherwise unavailable, a refund for the full purchase price of the product will be applied to the customer’s credit card. We will not be responsible for, and will not replace or refund, items that were destroyed or damaged due to user error, modification, or mishandling.

DOA ONLY WARRANTY FOR ANY TYPE OF ATOMIZER

All atomizers, cartomizers, and items on sale, clearance, or otherwise purchased at a reduced price such as with a coupon code, come with a DOA Warranty ONLY. This means that the product will only be replaced if it is found to be defective when it arrives to the customer. All DOA-warrantied items must be inspected and tested by the customer upon receipt and the customer must notify us within 24 hours of the time-stamped delivery if a product is found to be defective. Replacements or refunds will not be given if we are not notified within 24 hours. We will not be responsible for, and will not replace or refund items, that were destroyed or damaged due to user error, modification, or mishandling.

INCORRECT ORDERS

HotVapes is not responsible for orders that are placed incorrectly. We reserve the right to refuse returns or exchanges of products on orders that were filled as ordered. If you have questions or are unsure regarding a product or its function or compatibility, please contact us before placing your order. We are more than willing to provide further product description, clear up any confusion, or provide advice about the products we sell.

If your order is received and contains incorrect items or is missing items, then you must notify us within 24 hours of receipt of the package. We will certainly fix any mistakes that we have made, but we must be notified in a timely manner.

 

We can be reached by phone or live chat Monday through Friday, 11:00am – 7:00pm central time at 775-468-8273 or through email at sales@hotvapes.com.