Cancellation & Refunds

Cancellation & Return Policy

Billing and Subscriptions

We do not offer subscriptions, so there is never recurring billing. If a customer accidentally places a duplicate order it will be canceled and refunded during processing. All orders must be placed individually and if a cancellation is requested the customer must contact our customer support. Once an order in is the process of being shipped or in transit, we can no longer cancel the shipment and the customer needs to refuse the package when it arrives. The order will be refunded once we receive it.

Cancellations:

Please Note: Orders can no longer be canceled once the package has been shipped and the customer will be responsible for shipping costs if the package is refused and returned to us. We will refund the cost of the order less any applied discounts and shipping costs once we receive the returned order. Please allow 5 - 7 day processing time once the order is received by us.

Note: Ejuice Connect reserves the right to cancel and refund your order without notice. We have a Zero Tolerance Policy on underage vaping and credit card fraud. If you chargeback an order that has shown to be delivered, we will no allow you to purchase from our site in the future.


Unable to Complete Order

If you received a “Gateway error” and did not receive an order confirmation email or order confirmation page with an Order Number, this may be the result of a declined transaction. A “Gateway Error” indicates that the card used for purchase was declined, and a temporary credit authorization hold was placed on the card but did not go through. Your card may have been declined due to an incorrect billing address entered at the time of checkout (including name). The name on your payment method must match both billing and shipping addresses on your order.

I ordered incorrectly, am I able to change an item in my order?

Unfortunately, we are unable to make any item changes to orders once the order has been placed. Alternatively, we may cancel the order if the package has not yet begun processing with our shipping department. Please note that once the package has begun processing, the order will no longer be able to be canceled as the package is being prepped for shipment.

Can I cancel my order?

We are only able to cancel orders before the order has begun processing with our shipping department. Once an order has been processed for shipment, the order is no longer able to be canceled/refunded. If necessary, you may refuse the package at the time of delivery. Once we receive the package back at our facility, we will be happy to modify or cancel and refund the order

I did not receive an order and/or shipping confirmation.
Please make sure you input your correct and valid email address to ensure order and shipping notifications are properly routed to your inbox. Check your spam or junk folder.

Where"s my order?

Lost or undelivered packages are not the responsibility of Ejuice Connect, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. Ejuice Connect strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 48 hours of the last tracking update.

Please note that erroneous, incorrect, and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. Ejuice Connect is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user. If an order looks suspicious we reserve the right to cancel your order at our discretion without notification.

If your order is returned to us or refused due to an undeliverable address we will refund your order less shipping costs and any discounts applied to your purchase as per our Terms and Conditions.

Note: Ejuice Connect reserves the right to cancel and refund your order without notice. We have a Zero Tolerance Policy on underage vaping and credit card fraud. If you chargeback and order that has shown to be delivered, we will not allow you to purchase from our site in the future.


Important COVID-19 update on shipping and order processing times:

The unfortunate truth is that pretty much all retailers are experiencing some shipping delays due to the pandemic, but you will still get what you need delivered within a few days.

Given anticipated delays related to social distancing and “shelter in place” orders, we are extending the standard shipping window from 24 - 48 hours to 72+ hours in an effort to ensure everyone's orders are shipped in the safest possible manner with reduced shipping crews working extended hours to meet demand. You may continue to receive standard order communications (including shipment reminders); however, this shipping update will remain in place as we prioritize the well-being of our Community. We have reduced staff and take all safety precautions to ensure your shipment is safe. When you receive a shipping confirmation it means your order is being processed and a shipping label has been created, but may not leave the facility for 24 to 48 hours. We thank you for your understanding during these trying times.


Refund & Return Policy

All sales are final, If there is an issue with your order, please contact customer service for more information on returning an item.

EjuiceConnect.com LLC is not responsible for manufacturer defects or warranties. If there is an issue with your order, please contact customer service for more information on returning an item. We do not cover manufacturer warranties and returns will be accepted upon our discretion. The customer is responsible for sending back complete kits with everything received in original packaging and must be accompanied with original receipt. We will only accept returns and issue refunds for items that have been authorized and given an RMA. Orders approved for RMA must have tracking on the return shipment. We will refund your order upon receipt providing everything is returned as received. Items cannot be exchanged, only refunded. If we find your return was in working order you may be subject to a restocking fee.

Partially returned orders will be refunded for the unused and unopened items ONLY less any discount codes or credits applied to the cost of the item. If part of your order was not returned shipping costs will not be refunded.

Be aware that the tamper-proof rings on Unicorn Type Bottles may be weak and can break off and/or come loose during shipping. EJuice Connect will not offer replacements due to broken tamper rings.

If a non-defective item is opened and used, we will not accept it back under any circumstances, and they are not subject to a refund. For unopened or unused items, we will accept the return with no restocking fees. For manufacturer defects on the original item, there will be no service fees.

Note: We do not offer refunds or returns on Disposable E-Cig Devices. All Sales Final.

Due to COVID-!9 our administrative staff are working remotely and cannot access or handle returned packages that may contain open or used merchandise due to potential health risks. We thank you for your understanding and processing times will be delayed.

Warranty

For hardware purchases, each product purchased directly from our website comes with a 7-Day Limited Warranty from the time of delivery. You can also contact manufacturers directly for After-Sales service that may extend your warranty period.

In order to be eligible for service under warranty, you must initiate a returns process by contacting us within 15 days of the original purchase. The 15-Day Limited Warranty excludes coverage for damage resulting from accidents, abuse, disassembly, customized modification, or user-error. Furthermore, consequential and incidental damages are not covered under this warranty.

In some cases, atomizers such as Tanks and RDA may not be covered under our warranty as the manufacturer does not provide warranty coverage on these types of items. You can visit the manufacturer's website to confirm. We recommend to properly troubleshoot any leakage or coils that warms up too quickly by properly saturating the coil or switching it out with a brand-new replacement coil.

Note: Some manufacturers do require the warranty card that is included in the package in order to process the warranty service. Please do not dispose of the packaging contents.

All "Dead on Arrivals" (DOA), Damaged, Missing or Wrong Item claims must be reported back to us within 48 hours from the time of delivery. Please inspect your items carefully upon receiving it. It is your responsibility to check within the time span and notify us of any problem. Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and are not covered by warranty.

We do not guarantee compatibility between items. If you have any questions about compatibility, please do your research or send us a question before placing your order. We will not accept returns due to incompatibility.


Buyer’s Remorse

It must be 14 days or less from the date of receiving your package. We only accept buyer's remorse exchanges of items that are unopened, unused and in its original sealed packaging. In other words, you must return the product in the way it was received. No exceptions. There is a 20% restocking fee on all items returned to buyers' remorse and your refund will be processed within 3 to 5 days after it is received.