We are committed to providing exceptional customer experiences from the moment of purchase to the delivery of your order. So this Returns & Warranty is to assist the queries you may have regarding after-sales situations like delivery, faulty products, and replacement.
Parcel tracking
- Missing products
When receive the package, please verify if the quantity of the package matches the order. If not, please check your inbox to see if there’s another separate package with a different tracking number shipping the remaining goods.
- Wrong products
If the flavors you received do not match your order, please consider if you’d like to take it. If not acceptable, kindly provide pictures of both the inner and outer boxes for our further checking. If it is confirmed wrongly packed, we’ll resend the correct flavor with your next order or generate a corresponding credit for you.
Faulty products
To retail shop owners, if your consumer wants to exchange defective products, please follow the below steps
- Please let them provide pictures of the packaging box, product images, and a video demonstrating the problematic items.
- Upon receiving these, kindly forward them to the customer service team to inquire about the possibility of resolving the product issues. Contact here
- If the issues cannot be resolved, please arrange for a new product for your consumer and initiate a replacement request with customer service. Contact here
Credits/replacement availability
- Credits
Only applicable when you extra paid or received the wrong products.
- Replacement
Only applicable for faulty vapes or missing vapes in the original order.
How to achieve: Please share your order number in advance as a kindly reminder or leave a note of replacement when you place a new order.
FAQ
Q: What should I do if I had missing products from my package?
A: Please check your inbox for any additional packages with separate tracking numbers. In some cases, we might dispatch items in several packages, so they will arrive separately.
Q: What should I do if I receive the wrong products in my package?
A: Please take pictures of both the inner and outer boxes and provide them to the customer service team for further checking first. Contact here
Q: How do I request a replacement for wrong products?
If you receive the wrong products and would like a replacement, please follow these steps:
- Take clear pictures of both the inner and outer boxes, clearly showing the incorrect products.
- Contact our customer support team with the pictures and describe the issue with them to review the information and confirm the mistake.
- After confirmation, a replacement will be sent with your next order or generate a credit, as per your preference.
Q: What information do I need to provide for a faulty product replacement?
In order to facilitate the exchange process, kindly provide the following information to the customer service team, contact here
- Information about the product type and flavors
- Demonstrate the main issue in detail as best as you can
- Pictures or video of the faulty product (showing any visible damage or issues)
