Customers cannot change an item in an order after payment is complete. Please contact our customer service team for help. We can change an item only before the shipping company begins processing the package. If there is a price difference, we will either refund the difference after the order ships or ask you to pay the difference if the new item costs more. We can arrange shipment only after we receive full payment.

You can disregard an unpaid order if you no longer want it. After payment is complete, contact our customer service team to cancel the order before the shipping company begins processing it. Once the package has shipped, the order cannot be canceled.

We can change the shipping method only before the shipping company sends the package. Therefore, please contact us within 24 hours and tell us which shipping method you would like to use. If there is a price difference, we will either refund the difference or ask you to pay it. We can arrange shipment only after we receive full payment.

VapeOrdr offers two shipping methods that reach most countries. However, first make sure that e-cigarettes and e-liquids may legally be imported into your country. Add the items to your cart, then enter your delivery address during checkout to see all available shipping methods.

DHL may sometimes apply a nominal "remote-area charge." This is rare, but it can happen when your delivery address is too far from a main logistics center.

If your address is in a remote area for your selected courier, we will contact you to discuss the issue. You will need to pay an additional $40 to cover DHL's remote shipping fee. If you do not want to pay an additional fee, we suggest shipping your order to another address where delivery service is available. Alternatively, you can change to an economy shipping method, and we will refund the difference in the shipping fee.

We offer free shipping only for items listed on our free shipping page: https://vapeordr.com/free-shipping.html. Currently, registered air mail is the only free shipping method. Customers can review shipping-fee information during checkout.

For most orders, we can arrange shipment within 48 hours after we receive full payment. If a purchased item is not in stock, our customer service team will contact you with the estimated dispatch time and available solutions.

When your order ships, we will send you a confirmation message. If it does not appear in your inbox, please check your spam or junk folder. Verify your information during checkout to help avoid delivery issues. If you believe you did not receive the message, contact us and we will provide your order number and tracking number if the order has already shipped.

Item availability can change at any time because of product popularity or supply constraints.

If the item is being restocked, please allow 3-7 additional working days for processing.

If the item becomes out of stock, choose a replacement on the website or cancel the item for a refund.

Please contact our customer service team to let us know your decision.

We normally expect to receive restocking items from vendors within 3-7 working days. We will arrange shipment immediately once the items are available. If the estimated restocking time is delayed for any reason, we will notify customers and offer appropriate solutions.

Members can earn reward points by creating an account, placing orders, subscribing to the newsletter, submitting reviews, or receiving compensation from Customer Service for order issues.
a. Creating an account earns 200 points.
b. Placing orders earns points.
c. Subscribing to the newsletter earns 100 points.
d. Submitting reviews earns points.
e. Customer Service may provide points as compensation for order issues.
f. Points/currency exchange rate: 100 points = $1.00.

Make sure there are enough funds in your payment account when you pay for your order. If the payment fails, try another payment account. If the issue continues, contact our customer service team and provide details of the error message you received. We also recommend contacting PayPal or the payment provider for more information.

First, check the following information in your accounts:

1) Check the order record under "My Orders" in your VapeOrdr account.

2) Check the transaction record in your PayPal account or payment account to confirm whether the payment was successful.

If you cannot find the order record in your VapeOrdr account, provide the transaction payment receipt, your VapeOrdr account email, and the items you purchased to our customer service team. We will check the details in our system.

Customers can pay for an order with Store Wallet credit. The Wallet amount used each time is limited to 50% of the product subtotal after discounts. After completing the payment, contact our customer service team to confirm the payment and update the order status. Payment through Store Wallet is fast, safe, and convenient. If there is any unacceptable behavior involving Store Wallet, VapeOrdr reserves the right to reset the store credits in the customer's account.

Unfortunately, a coupon code cannot be applied after payment for an order is complete. In this situation, place a new order and apply the coupon code before it expires.

Customers can apply reward points as a discount during checkout. The order amount must be more than 10 USD. The discount from points cannot exceed 10% of the item subtotal. If any behavior violates these rules when using points, VapeOrdr reserves the right to reset the points in the customer's account.

Our telephone number, +86 (755) 85252806-833, is available to customers worldwide. Our working hours are Monday-Friday, 9:00 a.m.-6:00 p.m. GMT+8, and Saturday, 9:30 a.m.-4:00 p.m. GMT+8. You are welcome to call us during these hours. If you have an order issue outside our working hours, submit a message to our customer support center and we will reply within 24 hours.

There may be a delay between a scanning event and the shipping company's online update.

If the tracking number cannot be found or the tracking site says that electronic information has been received, it does not mean that we have not sent the package. We receive the tracking number after the package is sent to the shipping company. In this situation, track the parcel online again a few days later. If the status lasts more than three working days after you receive the tracking number, contact us and we will check the status with the shipping company.

Check your address carefully before completing payment. If a package is sent to an incorrect address, we cannot change the address after the package has shipped. Contact our customer service team, and we will check with the shipping company to determine whether the package can be returned and reshipped to the correct address. The customer is solely responsible for any additional return or reshipment fees charged by the shipping company.

We offer a three-day guarantee for DOA (Dead on Arrival) items. If there is an issue with an item after use, we offer a three-month warranty for defective items. If the items are sealed and unused, we provide a 30-day Unconditional Refund Guarantee. For more details, review our Warranty and Return policy.

Please follow these two steps:

Step 1
Try to troubleshoot the item by reviewing the technical support provided on the FAQ page. We can often solve the problem without requiring you to send anything back. If the suggested solutions do not resolve the issue, ask a professional technician to confirm whether the item is faulty rather than being used incorrectly.

Step 2
Contact our customer service team with your order number, the item's serial number (SN), and the necessary photos or videos describing the issue in detail. We will review the information and offer an appropriate solution under the warranty policy for your specific case.

We accept unconditional returns for unopened and unused items within 30 days after receipt. In these cases, the customer is responsible for the return shipping fee, and that fee is nonrefundable. We also accept the return of a defective item within its warranty period. To save on return shipping, return only the defective item. Before sending any item back, contact our customer service team for instructions.

If you experience any of these situations, follow the steps below:

* Check your order status on VapeOrdr and review any emails from VapeOrdr about the order. We may have split your order into more than one delivery to speed up shipment.

* Contact our customer service team and describe the issue in detail. Provide your order number, identify each missing, incorrect, or broken item, and include any necessary photos or videos that clearly show the issue. We can cross-check our internal records.

* Your local post office or shipping company may require a claim form for the investigation and compensation process. Once we confirm that there was a mistake in arranging the order, we can offer full compensation for the missing item(s).

* If an incorrect or broken item is still within warranty and was not physically damaged, you may return it according to our customer service team's instructions. Compensation for the return shipping fee will be handled according to the terms of our Warranty and Return policy.