Order Cancellation, Returns, and Warranty Service

Order Alteration/Cancellation

Orders are packaged as quickly as possible and in most cases will be packaged and shipped the same or next business day.  In most cases we are not able to change or cancel an order once it is placed.  We will make every effort possible to accommodate customer requests, but we cannot guarantee the ability to alter or cancel an order before it is shipped.  We are always happy to accept a return following the guidelines below. 

 

Warranty Information

Vape Pen Sales wants customers to feel confident about purchases from our site.  Vape Pen Sales provides a thirty (30) day warranty from the date of delivery on all products that we sell unless otherwise noted in the product listing or in the exclusions below.  A lot of products that we sell come with a manufacturer warranty.  In this case, the manufacturer warranty will supersede the warranty offered by Vape Pen Sales.  When a manufacturer warranty applies, at the customer’s request, Vape Pen Sales will work with the manufacturer to fulfill warranty service.  Customers may also work with the manufacturer directly to obtain warranty service in these situations.  The 30 day warranty provided by Vape Pen Sales will only cover manufacturer defects and will not cover any damage from customer misuse.  Vape Pen Sales will repair or replace defective parts for the duration of the thirty (30) day warranty. 

In order to initiate a warranty claim, please send an email to Warranty@VapePenSales.com.  Please include the Order Number in the subject line and a thorough description of the issue in the body of the email.  Vape Pen Sales requires video documentation of all defects.  Please attach a video documenting the defect to the email.  We may request additional information or documentation if necessary.  We always do our best to respond to emails the same day when possible, but in some cases it may take 1-2 business days for a Service Technician to review your submission and respond.

If you have trouble attaching a video, please see the links below for assistance.
            Gmail/Google Drive
           
Outlook/Microsoft One Drive
           
Yahoo/Dropbox

           

Warranty Limitations and Exclusions

The following items have limited  or no coverage:

  • Glass Parts or Products – Glass parts or products are guaranteed to arrive unbroken. If a broken item is received, Vape Pen Sales must be notified within twenty four (24) hours of receipt.  Do not remove broken products from their packaging.  In order to initiate a warranty claim, send an email to Warranty@VapePenSales.com.  Please put the Order Number in the subject line and attach a video documenting the damage.
  • Coils – Coils are considered a consumable item and will need to be replaced from time to time. Coil lifespan varies greatly depending on the manufacturer and model that you choose and how you use and maintain the coil.  Coils are guaranteed to arrive in working condition, but this guarantee expires 48 (48) hours after delivery or at the time that the coils are loaded with any substance, whichever comes first.  We recommend that all of our customers test coils immediately upon receipt by dry firing them in their atomizer without loading anything into the coil.  In order to initiate a warranty claim on faulty coils, send an email to Warranty@VapePenSales.com.  Please put the Order Number in the subject line and attach a video documenting the damage. 
  • Single use and disposable items are not covered by the warranty.

 

Product Returns & Exchanges

We understand that from time to time a customer may purchase something and change their mind about it.  Vape Pen Sales will accept a product return on unopened and unused items that are sent back to us (postmarked) within twenty (20) days of receipt, or a product exchange that is sent back to us (postmarked) within thirty (30) days of receipt.  Any product that is sent to us for a return or exchange must be unopened, unused, and contain everything that was included with the product.  The customer is responsible for the shipping cost to return or exchange an item. 

Under no circumstances will Vape Pen Sales accept a product return or exchange on an item that has been used.  Any item that is returned to Vape Pen Sales that appears to have been used will be destroyed upon receipt and no credit will be issued.  Federal law prohibits the mailing of any item with the residue of any substance banned under Federal law. 

For returned items, Vape Pen Sales will generally process returned items within two (2) business days of receipt.  As long as the item is complete, unopened, and unused, Vape Pen Sales will issue a refund for the cost of the item.  Any associated shipping charges will not be refunded.  Credits will be issued to the account used to make the purchase and generally take three (3) business days to appear on your account. 

For exchanges, Vape Pen Sales will generally process the exchange within two (2) business days of receipt.  The customer will receive new tracking information via email for the exchanged item.  Shipping charges may apply. 

To initiate a return or exchange, please send an email to Service@VapePenSales.com.  Please make the subject of the email your order number.  The order number can be found on the confirmation email or the tracking emails that you are sent.  In the email, please indicate your desire for a return or exchange and include any applicable information.  Packages should be sent to:

VPS Returns
706 E 20th St
Sioux Falls SD 57105

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