*Shipping during the coronavirus pandemic*
Shipping times are always a huge concern to us, because we know this is a concern of yours! Due to the coronavirus, many of you are unsatisfied with the delays you are experiencing with the shipping times. We definitely understand and apologize for your frustrations.
You should know that so far, we've been pretty perfect at getting your products packaged, labelled and into the hands of the USPS or UPS. We never print a label without first packaging your product. That is also what triggers the tracking numbers. To date, we have about a 99% success rate at getting your orders into the hands of the USPS or UPS within 24 hours.
Still, there have been delays. Even when we have purchased expedited shipping, many of you are having your packages delayed for a few days. While we aren't responsible for this delay, it is definitely our concern. We have even seen some packages rerouted to other states lately when the closest facilities are over capacity. Example: You live in Colorado (where we are also located), the package first goes to Oregon, then routes back to you.
Processing Times: Once an order is made, we will do all we can to get your order packaged and into the hands of the USPS or UPS for shipping within 24 hours. Our official processing time is still 48 hours...but we do all we can to beat that by a day!
Shipping times are determined by your location, the shipping method chosen at checkout, and the United States Postal Service.
Once a package leaves our location (after processing) it usually takes 1 to 3 business days with Priority Mail.
Once a package leaves our location (after processing) it usually takes 3 to 5 business days with First Class Mail.
We use the following carriers to deliver our orders:
USPS - First Class is usually 3 to 7 business days after processing. This has been delayed at times recently because of the massive amounts of orders right now going through their system from us, as well as so many other businesses.
UPS - There are multiple options that can expedite your order further. Still, This has been delayed at times because of the massive amounts of orders right now going through their system from us, as well as so many other businesses
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using 1st Class USPS mail will not have tracking numbers. It has been our experience that even when the USPS has our packages of late, they are not indicating they have been picked up. We have added an app to create manifests for the carrier to scan in everything at once.
But our shipping practices only create a label when the package is filled and ready to be picked up by the USPS or UPS. USPS usually picks up mail from Monday to Saturday around 4:00pm. UPS usually picks up around 2:00pm.
We make every effort to get your order processed the same day, if at all possible.
To date (April 20, 2020) We have had 99% of our packages going out within 24 hours. Any delays are not because we aren't doing everything possible on our part!
The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to. We are proud to say we only transfer the cost of shipping to you. We do not inflate or add handling fees!
If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.
Returns, Refunds and Exchanges
How To Return An Item
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 30 days of your purchase.
- Please email firstname.lastname@example.org to request a refund and we will assign you a tracking #.
- If you are returning an item due to manufacturer's defect, please record a video of the problem occurring and email it to us at email@example.com
- From there, we will make a determination of how to best solve your problem. *We will see if there is a fix we can suggest, if possible. If there still seems to be a problem, we will either ship you a new product or issue a refund.
- At this time we are not asking that you mail in your defected item, due to precautions associated with the coronavirus.
Some items can not be returned if they are opened. These include all e-liquids.
Merchandise that has been damaged or altered will not be accepted for return or exchange.