Great News – we are still OPEN for business!
At this time, we are operating; However, we have scaled back operations and implemented protocols for all of our employees and customers safety due to the COVID-19 pandemic.
We continue to strive to complete orders as quickly as possible, but the current processing times may be delayed. In addition, our shipping partners are also experiencing delays. Please be patient and order well ahead, if possible. We are working hard to get all the orders out as soon as possible.
My card was charged but I do not have an order number or confirmation?
If you did not receive an order number (EV#) or an email confirmation; your order has not been placed or you did not include an email address when you ordered.
If you are correctly signed in to your account, this could be due to fraud protection such as age or address verification (AVS mismatch, information does not match billing address on record with card issuer).
If it is due to fraud protection this is a list of additional information needed:
- Photocopy of your government issued ID Including your picture, name, and address
- Photocopy of the Credit Card used for this purchase (Last four digits of the card and the name must be clearly visible)
- A Selfie of you holding your Government issued ID
*We have fraud programs in place to protect our customers' information. Some characteristics of your most recent order triggered a response that requires more information to be submitted before we complete processing. If additional information is required you will be contacted by a representative within 2-3 business days. Once your information is received and verified, we will complete the order processing. If the information is not received within 2-3 business days of request, the order will be cancelled and refunded back to the original payment form used. We apologize if this causes any inconvenience, though we value our customer’s privacy and security.
My card was charged multiple times?
Submitting payment multiple times due to address or age mismatch can create a hold on your funds, authorized through your card issuer. We do not have any authorization to release or hold funds on your account, this is something that can only be addressed with your card issuer (bank or credit company). We do not have control of funds being held or released. Holds are normally released within 5-7 business days.
In most cases payment failure may be related to fraud protection protocols, you may need to complete additional steps for age and/or address verification (AVS mismatch) in order to complete your order. Please see above tab under additional information needed.
What payment forms do you accept?
We accept US major credit cards (Visa, Mastercard, American Express, Discover) and debit cards. Unfortunately we do not accept International credit cards or Paypal.
Please Note: If you use a prepaid card to place an order, be aware that refunds are issued to the original card used to place your order. No exceptions. You may also want to make sure that the prepaid card is registered to your billing address.
Why is my card not working?
Credit/Debit cards are declined automatically in our system due to billing addresses not matching or incorrect account information. Pre-Authorized Holds will be back to your account in 5-7 Business days. Our processors release declined/failed transactions immediately.
Cancellations and Refunds
NEW self-cancel option available: We have a self-cancellation option now through your account, available up to 30 minutes after your order is placed. After this time period you will need to request it through a support ticket. Please allow 5-7 business days for the pre-authorization to be released.
If you self-cancel an order, request to cancel through customer service, or if you have items being returned. Please allow 5-7 business days for the funds to be returned to your original payment account. Refunds are issued to the original card used to place your order. No exceptions.
I'm new to this whole e-cigarette thing. Where do I start?
We highly recommend that you research locally, through vaping forums/blogs, or by visiting your favorite manufacturer’s website for product information.
First things first... You’re going to need a Starter Kit and e-liquid. A kit should include everything you need to get started but please check thoroughly before purchasing.
What about the health issues?
Electronic cigarettes do NOT contain tobacco so they do not burn in the same way as traditional cigarettes. They do not produce ash, carbon monoxide, benzene or any of the other dangerous by-products which result from burning tobacco.
The vaporization process produces no smell or residue. People nearby do not face the passive smoking dangers that are associated with traditional cigarettes.
Scientific research carried out so far has concluded that electronic cigarettes are substantially less harmful than traditional cigarettes. One study has concluded that the risks are equivalent to those of using nicotine patches. Vapouriz electronic cigarettes are not for the use of those under 18 and they should always be kept away from children. They are not recommended for women who are pregnant or breast feeding. (This is our opinion only, not health advice)
What is TC Vaping / Temperature Controlled Vaping?
You set the temperature you want the atomiser to run at versus selecting the voltage or power output of the mod. This means that when you press the power button the e-cig mod monitors the temperature and intelligently adjusts the power to keep the coil at the desired temperature and maintain it.
What's the difference between VG and PG E-Liquids? What does it mean?
Vegetable Glycerin (VG) e-liquid is a thick, slightly sweet liquid that produces luscious clouds of vapour. VG e-liquids deliver less of a throat hit. A minority of users complain about a build-up of phlegm in the throat.
Propylene Glycol (PG) e-liquid is much thinner and produces more of a throat hit than VG – this simulates the feel of smoking more authentically.
However, PG e-liquid may cause sensitivity in some users. We would then recommend using the VG e-liquids instead.
Rewards & EightVape Prime
How does the rewards points system work?
Please head to our Rewards Program for a step-by-step guide on how to acquire your rewards points and to use them. You may also click on the black bar toward the bottom left of your screen that says Rewards Program.
Please head to our Eightvape Prime Page for a highlight of the benefits offered.
Membership is a subscription service, billed monthly. Once enrolled, customers manage their membership directly through their account. When logged in to your Eightvape.com account, click on "Manage Subscriptions" directly under your account name and address section. Options to edit account info or to cancel are located on this page. Please make note of your Membership account email address for future use.
*Once membership is billed for the month, we are unable to refund that month's fees. Benefits end at the exact moment you cancel membership, you may want to keep it active until the last day before renewal.
Customer Service & Support
Returns and Exchanges
IT IS THE CUSTOMER'S RESPONSIBILITY TO READ THE RETURN POLICY THOROUGHLY BEFORE REQUESTING ANY RETURNS, REFUNDS, OR EXCHANGES.
Our exchange policy lasts 14 days from the date of Delivery. Defective device claims beyond 14 days of delivery need to go directly through the device manufacturer's warranty service.
How do I exchange an item?
Please see our returns & exchanges page for more detailed information: https://www.eightvape.com/pages/return
File a Help Request through our Customer Support Portal
When filing your request, please fill out the necessary information that is requested in the Help Request Ticket Form. Without all the required information, your request may be closed automatically.
You will need ALL of the following information:
- Your Full Name (matched to order)
- Order Number (Starts with "EV" Followed by 5-7 numbers)
- Date of Purchase (Not Date of Delivery)
- The name of the product you are exchanging - Include Brand, Model, and Color if Applicable
- Reason for exchange- DESCRIBE THE ITEM'S DEFECT
- Your Mailing Address
- Type of exchange- ie: (Defective Item, Missing, Wrong Item, or Buyer's Remorse)
- Exchange type request - ie: I would like the same item exchanged or if you'd like credit towards an alternate item or Refund if your product qualifies for buyer's remorse.
*All customer service & support tickets for defects, missing, and incorrect items will require photo or video evidence. You will need to submit photo/video clearly displaying the items/issues. Please do not discard items until we notify you, or we will not be able to process the return/exchange.
Defective, Missing, Wrong Items
If an item is received defective, missing, or incorrect, you must create a detailed support ticket within 72 hours from the time marked "Delivered" by the carrier. After this timeframe, we consider your order delivered and complete.
The warranty excludes coverage for damage resulting from shipping, accident, disassembly, customized modification, or user-error.
Final Sale Items (All Sales Final)
Due to the sensitive nature of their design, and that we are unable to test for defects due to obvious health and safety reasons we DO NOT accept returns or exchanges for:
- E-liquids/Pods (any item with eliquid: pods, disposables, bottles etc)
- Tanks/Rebuildables (RDA/RDTA systems)
- “Alternative” or 420 Products
- Any Open, Used, Discounted, Sale or Promotional Items
Buyer's Remorse Policy
We do not accept exchanges on items that are not defective, this is considered buyer's remorse.
To qualify it must be 14 days or less from the date of receiving your package. We only accept buyer's remorse exchanges of items that are unopened, unused and in its original sealed packaging. In other words, you must return the product in the way it was received. No exceptions.
There is a 20% restocking fee on items exchanged under buyer's remorse.
Eightvape.com does not compensate shipping costs for buyer's remorse returns. The customer is responsible for return shipping. Once received and processed, your exchange or credit will be issued.
If your item is defective and is not listed as a final sale item; the item may be eligible under the defective device policy.
! PLEASE NOTE: If items in a return order are deemed ineligible for a credit or exchange, you are responsible for shipping fees to receive your items back. Items will not be shipped back until shipping fees are paid to us. We will hold these items for no longer than 5 business days after initial contact with customers after which the items will be disposed of or discarded.
Please see our Shipping page for more details. Once packages are shipped, you must deal directly with the shipper/carrier. We do not guarantee shipping or transit times, shipping fees are non-refundable by us. Packages marked "Delivered" are considered complete, you must reach out to the carrier for more information.
See the shipping page for more information about Route Shipping Insurance, this is the only shipping protection we offer for damage, stolen or lost in transit packages due to shipping.
We process orders Monday through Friday, 9am-3pm PST excluding major U.S holidays. Orders are processed in the order they are received.
Normal Processing times range 2-3 business days. During the holiday season it may take additional days. Please allow 3 business days to receive your tracking information. *Note: Some orders may be delayed if there are any verification issues such as age verification or address verification system (AVS) mismatch.
Route Shipping Insurance
Route Insurance Claim website >> https://claims.route.com/
Route shipping insurance is a cost effective option to insure your package against shipping loss, shipping damage, or theft! It covers packages that are lost in transit, damaged in delivery, or stolen; all for a low cost of $2.55 per order. Find it on your checkout page and turn it off or on (Please remember that Eightvape does not offer any protections for shipping issues. If you choose not to insure through Route, you assume the risk entirely). NON-REFUNDABLE ONCE PACKAGE SHIPS.
Route offers direct support to all customers who purchase the insurance. After purchase you will receive an email with details about your insurance coverage. They will handle your claim directly by either replacing or refunding your order. You will be able to access their app or website for updates on your package or claims. We highly recommend that you choose Route shipping insurance, for your protection. We do not refund, nor guarantee any shipping.
Please see our Shipping page for more details.
International customers must be familiar with their country's customs and import laws before deciding to purchase. Please contact your local authorities for more information about importation of our products. EightVape.com is not responsible for confiscation of items or additional duties, fees and taxes imposed by international customs agencies.
Once packages are shipped, you must deal directly with the shipper/carrier. We do not guarantee shipping or transit times, shipping fees are non-refundable.
How long will it take for my products to arrive?
It depends on the shipping method that you choose upon check out and where you are shipping to. Shipping time estimates begin once the packaged order has left our facility, it does not include processing time. Processing times range up to 3 business days. (ex. 2-3 day processing + 2 day shipping = 4-5 days until delivery)
Please see our Shipping page for more details.
Promotion and Discount
Why doesn't my discount code work?
Our system only allows 1 discount/discount code per order. Discounts, promotions, and rewards are not combinable.
If you have an item that is on sale or if you already have a discount that is applied, the discount code box will not appear. If the code is changed, you lose the original promotion.
Only VIP Membership allows 2 codes to be used in the same transaction.
Clearance and Discounted items
Clearance and discount items are all final sale and cannot be refunded or exchanged.
***Discounted items are not guaranteed to be in stock at any time. Once the items are out of stock, they may be subject to refund.