1. Payment
What payment methods do you accept?
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- JCB (Japan Credit Bureau)
Please note that PayPal and Apple Pay are currently not available.
For secure payment processing, some transactions may be processed through international payment systems. Depending on your bank or card issuer, international processing fees may apply.
Why was my payment declined?
Your payment may be declined by your bank or payment provider for several reasons, including:
- Your card is not enabled for online or international transactions
- Your bank blocked the transaction for security reasons
- Your payment information does not match your bank records
- Additional verification is required
What you can do:
- Contact your bank to approve the transaction
- Ensure your card supports online and international payments
- Check that your billing information matches your bank records
- Try another card if needed
If the issue continues, please check our Payment Troubleshooting Guide for more solutions.
Why was I charged but did not receive an order confirmation?
If your payment was processed but you did not receive an order number (NEV#) or confirmation email, your order may not have been successfully completed.
This can happen when:
- Payment verification fails
- The transaction is declined after authorization
- The order is automatically cancelled by our security system
If funds are temporarily held by your bank, the authorization hold is usually released within 5–7 business days depending on your bank’s policy.
If you believe your payment was completed but your order is missing, please contact our support team with:
- Transaction date
- Payment amount
- Email address used during checkout
Why was I charged multiple times?
If you attempted payment multiple times, your bank may place temporary authorization holds on your account.
These are not completed charges and are controlled by your bank or card issuer.
Most authorization holds are released automatically within 5–7 business days, depending on your bank.
To avoid multiple holds:
- Do not repeatedly retry payment within a short period
- Confirm your card supports online/international transactions first
Why is my card not working?
Your card may not work due to:
- Incorrect card details
- Incorrect billing address
- Bank security restrictions
- International payment restrictions
- Failed verification
Please check:
- Card number
- Expiration date
- CVV
- Billing address
- ZIP Code
If the problem continues, contact your bank or try another payment method.
Why was my order cancelled after payment?
Some orders may be automatically cancelled if our security system detects information that requires additional verification.
Common reasons include:
- Billing information does not match bank records
- Multiple failed payment attempts
- Unusual payment activity
If additional verification is required, our support team may contact you for more information.
Why does my card statement show a different merchant name?
Your card statement may show a payment descriptor different from EightVape, such as ALT*SMARTELIFE, 3CBARGAIN, or other authorized descriptors.
This is a valid payment descriptor used to process your EightVape order.
If you have any questions about a charge, please contact our support team before filing a dispute.
2. Orders
Can I cancel my order?
If you need to cancel your order, please contact our customer support team as soon as possible.
Please note that cancellation requests must be submitted before your order enters the fulfillment process. Once your order has been processed or shipped, we may not be able to cancel it.
If your cancellation request is approved, the refund will be issued back to your original payment method. Please allow 5–7 business days for your bank or card issuer to process the refund.
When will I receive my refund?
Refunds are issued to the original payment method used for the purchase.
Once your refund has been processed, please allow 5–7 business days for the funds to appear in your account. Processing times may vary depending on your bank or card issuer.
3. Product Information
Are your products authentic?
Yes. EightVape is committed to providing authentic products from trusted suppliers.
All products are sourced through established supply channels and are shipped in their original packaging.
If you have any questions about product authenticity, please contact our customer support team.
I’m new to vaping. Where should I start?
If you are new to vaping, we recommend starting with simple and easy-to-use products.
Our Vape Guide provides helpful information about different device types and options for beginners.
For the easiest experience, many new users start with:
- Disposable vapes
- Pre-filled pod systems
- Beginner-friendly starter devices
What are TC Vaping and Temperature Control?
Temperature Control (TC) vaping allows your device to regulate the temperature of the coil instead of only adjusting power output.
This helps provide a more consistent vaping experience by maintaining a more stable coil temperature.
What is the difference between VG and PG e-liquids?
VG (Vegetable Glycerin) and PG (Propylene Glycol) are two common ingredients used in e-liquids.
VG:
- Produces larger vapor clouds
- Provides a smoother vaping experience
PG:
- Provides stronger throat sensation
- Helps enhance flavor delivery
Different VG/PG ratios offer different vaping experiences, so choosing the right option depends on your personal preference.
4. Rewards
How does EightVape Rewards work?
EightVape Rewards allows customers to earn points and redeem rewards on future purchases.
You can earn points through activities such as:
- Making purchases
- Creating an account
- Leaving reviews
- Referring friends
Visit our Rewards Program page for full details on earning and redeeming points.
How do I redeem my points?
You can redeem your EightVape Rewards points through the Rewards Program section on our website.
After earning enough points:
- Visit the Rewards Program page
- Select your available reward
- Apply your reward during checkout
Please note that reward usage may be subject to promotion restrictions and cannot always be combined with other discounts.
Why didn’t I receive my reward points?
Reward points may not be available immediately after certain activities.
Points may be affected by:
- Order status
- Cancelled orders
- Refunds or returns
- Account eligibility
If your points do not appear after your order is completed, please contact our customer support team with your order information.
5. Shipping
How long does shipping take?
Orders are processed before shipping. Processing and delivery times may vary depending on the shipping method selected and your location.
Estimated delivery times begin after your order leaves our facility.
For the most up-to-date shipping information, please visit our Shipping Policy page.
Where do you ship from?
Orders are shipped from our fulfillment center in Las Vegas, NV.
How can I track my order?
Once your order has shipped, tracking information will be sent to the email address provided during checkout.
You can also view tracking information through your EightVape account under your order history.
Can I change my shipping address after placing an order?
Please contact our customer support team as soon as possible if you need to update your shipping address.
Once an order has been processed or shipped, we may not be able to change the shipping address.
Customers are responsible for providing accurate shipping information, including:
- Full address
- Apartment/unit number
- Phone number
Orders shipped to an incorrect or incomplete address may require additional shipping costs for reshipment.
Why does my order require an adult signature?
Due to age verification requirements, vape shipments may require an adult signature upon delivery.
Please ensure someone 21+ is available to receive the package.
What if my tracking shows delivered but I didn’t receive my package?
If your tracking information shows that your package has been delivered, but you have not received it, please first check the following locations:
- Around your delivery area
- Mailbox or parcel locker
- With household members or neighbors
If you still cannot locate your package, please contact the shipping carrier directly with your tracking number for further assistance.
Once a package is marked as delivered by the carrier, it is considered successfully delivered. EightVape is unable to control the package after delivery confirmation.
Why hasn’t my tracking information updated?
Tracking information may not update immediately after your order has shipped.
Carrier scans can sometimes be delayed due to:
- Carrier processing times
- Weekends or holidays
- High shipping volumes
Please allow some time for tracking updates. If your tracking has not updated for an extended period, please contact the shipping carrier for the latest information.
6. Returns & Support
What should I do if I receive a defective, damaged, or incorrect item?
If you receive a defective, damaged, missing, or incorrect item, please contact our support team within 72 hours of delivery.
Please include:
- Photos or videos showing the issue
- Order number
- Description of the problem
Do not discard the product until your request has been reviewed.
For full details, please visit our Returns & Exchanges page.
What items are not eligible for return or exchange?
Due to product safety and hygiene considerations, certain items cannot be returned or exchanged, including:
- Opened or used products
- E-liquids
- Disposable vapes
- Pods and coils
- Batteries and chargers
- Clearance, sale, or promotional items
Please review our Returns & Exchanges policy before requesting a return.
7. Promotions & Discounts
Why doesn’t my discount code work?
Discount codes and promotions are subject to the specific terms of each offer.
Common reasons a discount code may not work:
- The promotion has expired
- The product is excluded from the offer
- Multiple discounts cannot be combined
- The item is already discounted
Please check the promotion details for specific terms and conditions.
8. Account
How do I create an account?
Creating an EightVape account allows you to:
- Track your orders
- View your order history
- Manage your account information
- Access rewards benefits
You can create an account during checkout or by selecting the account registration option on our website.
I forgot my password. What should I do?
If you forgot your password, please use the “Forgot Password” option on the login page.
You will receive instructions to reset your password through your registered email address.
If you cannot access your email account, please contact our customer support team for assistance.