Important Message from Customer Service & Support Team
We apologize for any order delays you are experiencing. Please understand that the pandemic is still affecting all of us; staff and customers alike. We appreciate that many of you are eager to receive your shipments, and we are doing our best to accommodate each and every one of you. We are definitely working to help all of our customers as quickly and effectively as possible, but we have to ask for patience and understanding. We are a small company, and do not have enterprise-levels of staffing. Your order may take longer than you are used to.
Stay home, stay safe, and please bear with us as we continue to serve our customers to the best of our current ability. Thank you, Team 8Vape!
Track your X Delivery order here or in the "My Account" page under "Order History".
X Delivery is our new delivery carrier as we transition away from USPS who will stop shipping vape products on 4/26/21 or earlier. X Delivery's estimated delivery days is 5-7 business days (excludes weekends), after processing time.
Since the Vape Mail Ban is inevitable (FedEx stopped on 3/1 and UPS stopped on 4/5 with USPS slated to stop by 4/26 or earlier) we have decided to go "all in" with our new delivery partners to work through all the software and logistical connections to bring you a streamlined delivery service when USPS stops shipping at the end of April. Each week we will add more states to our shipping footprint with the goal of first covering the 48 contiguous states by the end of April. Then we'll focus on the remaining US states and territories followed by international locations. Please keep an eye out for our weekly updates. Thank you!
INTRODUCING... 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 be aware that each time you submit a new request, you are resetting your place in the support queue, which prolongs the response process.***
Before you contact us, please see if any of the following topics answer your question. If you have a quick question, you can also check us out on Chat, Mon-Fri 930a-4p (bottom right bubble on website).
All Refunds and pre-authorization holds, take approximately 5-7 business days (mon-fri) to be released or returned to your account. Ex. Refund request on Monday, funds returned by following Tuesday at the end of the day would be 7 business days.
No order confirmation number?
- If you did not receive order numbers or an email confirmation, your order has not been placed. This is normally due to payment failure, Address errors (AVS mismatch) or Age Verification issues.
- No confirmation emails may be caused by the email address being incorrect or not linked to your account at time of order. Please verify your email address is showing correctly in your account detail, before ordering.
- Failed or declined charges create a pre-authorization hold on your funds. 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 (Mon-Fri).
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 4 business days (Mon-Fri) after your order has been placed for tracking information to be sent. The tracking should update within 24 hours of pick up by the carrier.
3. Cancel/Change my order (*NEW self-cancel option available)
All Refunds and the pre-authorization hold, take approximately 5-7 business days (mon-fri) to be released.
- We cannot make changes to your order or combine orders after placed, you will have to cancel and reorder. Please keep in mind that this triggers a refund for your first order, and then a new charge for the current order.
- A self-cancellation option is available for up to 30 minutes after your order is placed. After this time period you will need to request cancelling through a support ticket.
- 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.
4. There is NO PHONE and we are not on Social Media. Please contact us at email@example.com or open the chat screen for self-service tracking or chat with us M-F, 930a-4p.
Please see links to other possible questions about:
If you need assistance with an order you have already placed, please contact us by email to firstname.lastname@example.org and include your Order Number (EVxxxxxxx).
Support requests are processed in the order received
*All customer service & support requests for defects, missing, and incorrect items REQUIRE photo or video evidence. You will need to submit photo/video clearly displaying the items/issues. Please save the photos until we ask for them in our first reply to you. Please do not discard items until we notify you, or we will not be able to process the return/exchange.
NOTE: Creating more than 1 request for the same order will close the previous submission and reset your place in queue. You will not get a faster response. Please check your spam folders for replies.
**Requests submitted without proper information will be subject to auto-closing. Please be as detailed as possible, Thank you.