Shipping & Returns Policy

Return Policy 

  • Call us at 1-888-WOW-VAPE for unrivaled tech support that will most often solve your problem by phone! Rely on our tech support first!  
  • If your returned item functions properly, we will be sending it back. 
  • Returns and exchanges will not be accepted without a valid RMA (return merchandise authorization number).  
  • You may request a RMA within 14 days of the original purchase date.  
  • Any return we receive without a valid RMA number will be documented and rejected. 
  • Upon receiving your package, we will confirm its contents and notify you of an available exchange or credit.  
  • Returns will be processed within 3-10 business days of VaperMate receiving the product. 
  • Returns are issued a credit for the purchase price for use only on VaperMate.com, equaling the amount of the item(s) returned. 
  • Products that are determined to be functional after testing, not sold by VaperMate, determined to be out of warranty, or damaged by misuse will be sent back without exchange, at customer expense.   

Return Merchandise Authorization Process 

  1. Obtain proof of purchase (receipt, packing slip, etc.) 
  1. Call VaperMate at 1-888-WOW-VAPE and request a valid RMA 
  1. Once approved, package your items with a copy of your packing slip, customer support ticket number, RMA number, reason for return, and resolution requested. Send package to: 

VaperMate 

RMA (# Provided by your support Rep) 

2057 Case Parkway 

Twinsburg, OH 44087 

Exceptions to this return policy may apply, and we reserve the right to make modifications at any time.  

Disclaimer 

VaperMate reserves the right to allow only certain products to be purchased with credits accumulated from returns. We reserve the right to deny any specific items for return or exchange that may be considered questionable in origin and/or not purchased from VaperMate. Any abuse or violation of this policy may result in exemption in your participation of this policy along with forfeiture of any remaining credits, and possible expulsion of our services.  

VaperMate shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse, will be paid by the customer and are non-refundable. At our discretion, VaperMate may reimburse shipping charges related to the return or exchange of defective products inside the U.S. only. 

Fulfillment Errors 

Requests to correct fulfillment mistakes made by VaperMate resulting in you receiving incorrect or missing items in your order will be accepted only if reported within 48 hours after delivery. We will keep track of missing item requests, and shipping will be paid for by VaperMate.  

E-Liquids 

  • Opened e-liquid bottles are exempt from our return policy.  
  • E-liquids may not be returned, unless you receive an incorrect product. 

Hardware 

  • Used hardware is exempt from our return policy.  
  • Returned products must be in a "new" resalable condition, including all manuals, components and accessories, and in the manufacturer’s original packaging. Products must be free from damage of any type, including, but not limited to: dents, scratches, cracks, abuse, defacement or indication of removed screws, fasteners, or seals.  
  • Opened drip tips are exempt from our return policy and may not be returned or exchanged 

Manufacturer Defects 

This is for hardware that is defective due to manufacturing or workmanship. Items returned for a refund, credit, or exchange, must be returned within 14 days of shipment delivery, unused, and in original condition. 

Warranty 

We warrant all items against DOA (dead on arrival) for a period of 14 days from the time of delivery.  We recommend inspecting merchandise as it arrives for any noticeable defects or damages that may have arisen during shipping. Contact VaperMate to make a warranty claim as soon as possible, even if outside of this time period as known manufacturer defects can sometimes be honored outside of our 14 day policy solely at our discretion. 

Typographical Errors 

If a product is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, VaperMate has the right to refuse or cancel any orders placed for the product listed at the incorrect price. If your credit card has already been charged for the purchase and your order is canceled, VaperMate will issue a credit to your credit card in the amount of the incorrect price. 

Coupons 

  • If a coupon, discount, or special offer was part of the original order, the amount will be deducted from the refund amount meaning we will credit only the net amount paid for the product. 
  • In order to provide the lowest everyday pricing we do not offer any type of reward points. However, watch your email for deep discounts and/or coupon offers you won’t want to miss! 
  • Advertised coupons and discounts are not valid on any wholesale prices unless specifically stated. 

Wholesale Return Policy 

In addition to our normal retail policy, the following also apply and/or supersede our normal retail return policy: 

VaperMate has multiple successful stores that exchange and/or credit for any defective items that a customer brings in with proof of purchase at the counterWe have observed that it is this level of customer service that makes the happiest of customers. However, you can choose to have your customers contact VaperMate directly for resolution, including but not limited to troubleshooting, repair and/or exchange.  

Restocking Fee 

A 10% restocking fee is applied on all items returned. The only exception is any VaperMate product bearing a VaperMate UPC code and must be returned in full, undamaged, and properly labeled packaging (JuiceMates, JuiceMate XL, JuiceMate XL coils, Mini ProTank 3, etc.) 

Credits 

  • Wholesale returns will be processed within 10-30 business days of VaperMate receiving the product. Time to process your credit is based largely on quantity and variety of products returned and often processed in less than 10 days. 
  • No cash back will be issued for returns, you will receive a credit on your account. 
  • Any refunds or exchanges will be calculated using prices at your current price level. 

E-Liquid 

  • We DO accept exchanges on e-liquid, as long as the bottles are unopened!  
  • This includes unopened bottles that are beyond the “Best By” date (aka expired) 
  • We do this to help you maintain variety in your store without assuming all the risk. 
  • These returns must be pre-arranged and require an RMA #. 
  • Credits accumulated from e-liquid may only be applied to purchasing our e-liquid. 
  • We will only authorize $250.00 wholesale value in juice exchanges once every 6 months, per customer not to exceed 5% of the prior 6 months juice purchases. 
  • VaperMate reserves the right to increase this semi-annual dollar limit on an individual basis for customers purchasing more than $15,000.00 during a six month period in e-liquid. 
  • Shipping will be paid for by the customer. 

Fulfillment Errors **** REPEATED**** 

Requests to correct fulfillment mistakes made by VaperMate resulting in you receiving incorrect or missing items in your order will be accepted only if reported within 48 hours after delivery. We will keep track of missing item requests, and shipping will be paid for by VaperMate.