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 crisis.
We continue to strive to complete orders within 1 business day, but the processing time may be delayed up to the full 3 business days (excluding weekends and holidays). In addition, our shipping partners are also experiencing some delays due to the COVID-19 crisis. Please be patient and order well ahead, if possible. We are working hard to get all the orders out as soon as possible.
We are currently Out Of Stock on many items and do not have timelines on restock dates. Due to the shipping delays linked to the Covid-19 restrictions, new regulations, and the limited stock available in the US, we are in the midst of a waiting game. We are anticipating going "back to normal" operation, though we are unsure of when that will be. We hope for sooner than later, but have no control over the current global situations that have come about. Thank you for your continued support and patience, we appreciate each and every one of you.
Also in light of all of these things, there are bans that require person-to-person sales and the following states are currently banned. We are not able to make any sales to these states including hardware or supplies. Arkansas, Montana, Massachusetts, Rhode Island, Utah and Vermont Ban Internet Sales of Nicotine Products. Nevada is temporarily banned for other reasons.
We sincerely apologize for any delays you may have experienced with customer service response times during the past few months. We have been working to improve the customer experience and will make our best effort to reach this goal. We are continuously answering the support tickets in the order they are received. *If you have reported issues that are warranted by the Eightvape.com policies, we will make it right. We will work diligently to reach satisfactory resolutions and will resolve all issues covered by our policies. Thank you for your continued patience.
***Please be aware that each time you submit a New Ticket, you are resetting your place in the support ticket queue. Therefore prolonging the response process.***
Before you create a ticket, please see if one of the following topics answer your question
Charged or Multiple Charges? No order confirmation number?
- If you did not receive order numbers or an email confirmation, your order has not been placed. This is due to payment failure for either Address errors (AVS mismatch) or Age Verification issues.
- Failed or declined charges create a pre-authorization hold on your funds, through your card issuer. We do not have authorization to release or hold funds on your account, this is something that can only be addressed with your card issuer (bank or credit lender). The holds are normally released within 5-7 business days (M-F).
- No order confirmation email may be caused by your email address being incorrect, or not linked to your account.
2. Where is my order/tracking?
- Normal processing times vary anywhere up to 3 business days (0-72 hours). Your shipping time starts after processing and once your order has been shipped. (ex. 3 days processing + 2 days shipping = 5 days until delivered)
- Please allow up to 3 business days after your order has been placed for tracking information to be sent.
3. Cancel/Change my order (*NEW self-cancel option available)
- We have started a self-cancellation option 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 funds to be returned to your original payment accounts.
- Orders may only be cancelled before processing begins. Once an order begins processing, we cannot cancel.
- If you request cancellation and the order is cancelled, you will have to place another order. We cannot reverse cancellations.
- We cannot make changes to your order or combine orders after placed, you will have to cancel and reorder.
4. There is NO PHONE SUPPORT. Customer Support is not on Social Media (in-progress). We are ONLY available through the support ticket system (which is equivalent to an email inbox). Please place a support ticket and we will resolve the issues that are covered by our policy, in the order they are received.
5. SHIPPING GUARANTEE - An insurance option for USPS Deliveries, covered by EightVape. The shipping guarantee is NOT REQUIRED to continue your purchase. Do not check the yellow box if you do not want the guarantee.
If you have checked the box and proceeded to checkout, you will have to go back to the first yellow checkbox to remove this option.
Please see links to other possible questions about:
If you need assistance with an order you have already placed, please only create 1 ticket per Order Number (EV):
Tickets are processed in the order received
NOTE: Creating more than 1 ticket for the same order will Void/Close the previous submission and reset your place in queue.
*All customer service & support tickets for defects, damages, missing, and incorrect items 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.