Refund and Return Policy
For detailed information about our refund and return process, please visit our Refund and Return Policy page.
Defective or Damaged Product
Q: What should I do if I receive a defective or damaged product?
A:If your item arrives defective or damaged, please notify us within 7 days of receipt.
Be sure to include clear photos, videos and a description of the issue.After verification, you may choose one of the following options:
1. A replacement item (can be shipped with your next order)
2. A credit deduction from the value of your next order
3. A refund(please refer to our Refund and Return Policy page for more details)
Whenever possible, we recommend adding the replacement to your next shipment or choosing a value deduction, as this can help reduce additional shipping and customs costs.
Samples
Q1: Can I order samples before placing a bulk order?
A1: Yes, sample orders are available to help you evaluate our product quality. Please note that samples are not free. Contact us for pricing and shipping details.
Q2: How do I order samples?
A2: Please reach out to our sales team via the Contact Us page or email with your sample request and shipping information. We’ll send you a quotation and arrange delivery once payment is received.
Payment Methods
Q1: What payment methods do you accept?
A1: We accept PayPal, and bank transfers. For specific payment inquiries, feel free to contact our support team.
Q2: Is it safe to pay on your website?
A2: Yes, we use secure payment gateways and SSL encryption to ensure your payment information is protected.
Shipment & Tracking
Q1: How long will it take to receive my order?
A1: We offer international shipping via reputable logistics partners such as DHL, UPS, FedEx and dedicated lines depending on your country and order volume. Orders typically dispatch within 1–2 business days after payment confirmation. Delivery times vary by region, usually ranging from 6-12 business days.
Q2: How can I track my order?
A2: After you place an order, we will send you a tracking number via Email, WhatsApp, Telegram, or any other communication method we’ve used. You can track your order by clicking the red “TRACK” button located at the bottom left corner of your screen, then entering your tracking number. You can use this number on the 17track.net to monitor your package in real time.
Q3: Do I need to pay customs duties?
A3:We use DDP (Delivered Duty Paid) shipping. This means our shipping agent will handle the entire logistics process, including the first customs duty payment. Once you complete your order and submit your shipping details, there’s nothing else you need to do—just wait for your package to arrive. No additional charges will be incurred.
However, please note:
Our shipping agent only covers the first customs clearance. In rare cases, such as in Sweden, a second customs clearance may be required by local authorities. We do not take responsibility for any fees or complications arising from such secondary procedures. Any returns or issues caused by a second customs clearance are not eligible for our support or reimbursement. Please double-check with your local customs office if you’re unsure.
If you have your own shipping agent based in Shenzhen, China, we also support delivering the goods directly to them. Your agent can then take full responsibility for the shipping and customs clearance of your order.
OEM & ODM Services
Q1: What is OEM and ODM service?
A1: OEM (Original Equipment Manufacturer) means we produce products according to your brand’s specifications and labels. ODM (Original Design Manufacturer) means we provide existing designs that can be customized with your brand, packaging, and minor modifications.
Q2: What customization options are available for OEM/ODM orders?
A2: We offer a wide range of customization including logo printing, packaging design, flavor selection, device color, and user manual languages.
Q3: What is the minimum order quantity (MOQ) for OEM/ODM?
A3: For the requested model, the MOQ is at least 1,000 units per flavor. For example, if the vape has 12 flavors, the total MOQ would be 12,000 units, since each flavor must meet the minimum order quantity of 1,000 pieces. We can discuss flexible options based on your specific flavor selections and overall order volume.
Q4: How long does it take to complete an OEM/ODM order?
A4: Usually, the production lead time is around 25-35 days after design approval and deposit payment, but this may vary based on customization complexity and order volume.
Q5: Can you help with product compliance and certification?
A5: Yes, we assist with CE, RoHS, FCC certifications and other necessary compliance documents based on your target market requirements.
Other Questions
Q1: Do you ship internationally?
A1: Yes, we ship to most countries worldwide. Shipping costs and delivery times vary depending on the destination.
Q2: Can I change or cancel my order after placing it?
A2: Orders can be modified or canceled within 24 hours of placement. Please contact us as soon as possible to make changes.
Q3: How do I create an account on your website?
A3: You can create an account by clicking the “Sign Up” button on the top right corner of the homepage and filling out the registration form.
Q4: Is there a minimum order quantity?
A4: Yes, our minimum order quantity varies by product. Please check the product details or contact our sales team for specifics.
Q5: Do you offer discounts for bulk orders?
A5: Yes, we provide competitive pricing and discounts for bulk purchases. Contact us to discuss your order volume and get a custom quote.
Q6: Do you sell to minors?
A6: No. Our products are strictly for adult use (21+). Age verification is required before purchase.