CUSTOMER SERVICE POLICIES


Shipping Policy
We provide free shipping on orders over $75.00 to all retail orders within the U.S. You have the option to choose another shipping method upon checkout at an additional cost. We will ship orders the same day it is ordered, as long as it is placed before NOON (12pm) EST. This shipping time does not include holidays and weekends. Please allow 24 hours for tracking information to be updated from the courier. Please allow 5 to 7 business days for your order to arrive.

Missing an Item?
If you are missing an item from your order, please contact us at 757-473-8273 or send us a message through the contact page with the subject "MISSING ITEM"

 

Received the incorrect item/order?
If you received an incorrect item in your order, please contact us at 757-473-8273. Please contact us through our messaging on our contact page. Once we review the proof, we will contact you and send you the correct item. If necessary, we will provide a return label with the new package or we will e-mail you a return label.

If you received another customer’s order by mistake, please contact us at 877-821-6062. We will contact the customer and provide a return label so we can send the order to the correct customer.

 

Backordered Item
If an item that you selected is backordered in our warehouse, we will ship the rest of your order then follow up with you the next day to inform you of the partial shipment.  You will always have the option of a store credit or refund for the backordered item.  You may also choose to be informed when the item comes back in stock.  If we are not able to reach you on the phone number you provided then a store credit will automatically be issued to you.

Delayed Order
We send all orders the same day it is placed, before NOON p.m. EST, excluding weekends and holidays. If your order has not been received within 7 business days, please contact the shipping courier and open a case or ticket. If the shipping courier has informed you they have lost your package, please contact us at 757-473-8273.

 

Damaged Upon Arrival
If you receive an item that has been damaged upon arrival (ex: broken bottle), please contact us through our messaging on the contact page, so a Customer Service Representative may review the case and contact you with a resolution. We must have visual proof of the damage before we can offer a resolution.

Cancelling/Changing Orders
We are unable to cancel or make changes to any orders once it is placed by our customers. If you would like to make a change to an order you have placed please contact us at 757-473-8273 for assistance.

 

Wholesale Inquiries
We provide wholesale solutions to vape shops around the U.S. with our wholesale program. Any inquiries must be sent via our application process on the wholesale page, or you can contact us at 757-473-8273. We have a dedicated team of MacVapes Consultants that are here to provide you with the best eLiquid and to offer you the best insight and product knowledge out there!

Product Reviews
Any inquires about product reviews must be sent through our message system on the contact page, and our Marketing Coordinator will contact you. Please provide you name and phone number, along with your established website and/or YouTube channel.