HELP CENTER
Orders
Everything about placing, tracking, and managing your Vapersheaven order.
Browse any category, add the items you want to your cart, and head to checkout. You'll enter your shipping details, confirm your age, and choose a payment method. Once your order is placed, you'll get a confirmation email with your order number right away.
We can usually adjust an order before it moves into processing. Contact our team as soon as possible with your order number — once your order has been packed for shipment, we're no longer able to make changes to it.
You'll receive a tracking link by email as soon as your order ships. You can also log in to your account and check the status under "Order History" at any time.
Orders can be cancelled if they haven't yet entered processing. Reach out with your order number and we'll confirm whether cancellation is still possible. Once an order has shipped, it falls under our standard returns process instead.
Yes. All customers must confirm they meet the applicable legal age requirement at checkout, and age verification may be required again at delivery depending on the carrier.
Shipping
Delivery timelines, carriers, and what to do if something goes wrong in transit.
Delivery timelines depend on your location and the shipping method selected at checkout. You'll see an estimated delivery window before you complete your order, and a tracking link once it ships so you can follow it the whole way.
We partner with major national carriers to get orders out reliably. The exact carrier assigned to your shipment appears on your tracking confirmation email.
Larger orders or orders with items from different warehouses may occasionally ship in separate packages. If that happens, you'll receive tracking information for each shipment individually.
Contact our support team with your order number and, if possible, photos of the damaged package or items. We'll look into it with the carrier and make it right.
Availability can vary based on local age-verification and shipping regulations. If your address isn't accepted at checkout, it means we're currently unable to ship to that region.
Refunds
How refunds work, what qualifies, and how long they take to process.
Unopened, unused items in their original packaging generally qualify for a refund within our return window. For hygiene and safety reasons, opened e-liquid, coils, pods, and other consumable components cannot be refunded once the seal has been broken, unless the item is defective.
Once your return is received and inspected, we process the refund back to your original payment method. Your bank or card provider may take a few extra business days to reflect it in your statement.
Refunds cover the cost of the item(s). Original shipping charges are refunded only when the return is the result of our error, such as a defective or incorrect item.
Reach out to our support team with your order number and the reason for the refund request. We'll confirm eligibility and walk you through the next steps.
Returns
Our return window, condition requirements, and how to send an item back.
Contact our support team with your order number and the item you'd like to return. We'll confirm your eligibility and send you instructions for sending the item back.
Items must be unused, unopened, and in their original packaging with all accessories included. Items that show signs of use, or consumables with a broken seal, aren't eligible for return unless they're defective.
Yes. Let our support team know you'd prefer an exchange when you start the return, and we'll arrange for the replacement item once the original is received.
Let us know within a few days of delivery with a description or photo of the issue. Defective items are prioritized for a replacement or refund, and any related shipping cost is on us.
Processing
What happens between placing your order and it leaving our warehouse.
Most orders are reviewed, verified, and prepared for shipment within one to two business days of being placed. Orders submitted on weekends or holidays begin processing the next business day.
- Order received — your confirmation email is sent.
- Verification — payment and age details are checked.
- Processing — your order is picked and packed.
- Shipped — tracking information is sent to you.
Occasionally an order needs extra verification, or an item is briefly out of stock. If processing is taking longer than usual, our support team can check the status for you directly.
Payments
Accepted payment methods and how we keep your checkout secure.
We accept major debit and credit cards along with other secure checkout options displayed at payment. Available methods can vary slightly depending on your location.
Yes. All transactions are processed through encrypted, PCI-compliant payment gateways. We never store your full card details on our servers.
Declines are usually caused by mismatched billing details, insufficient funds, or a bank's fraud check. Double-check your card information and billing address, or try an alternate payment method. If the issue continues, your bank can often tell you why it was flagged.
Your card is charged at the time your order is placed, once payment is authorized and your order is confirmed.
Warranty
What's covered on eligible devices, and how to file a warranty claim.
Eligible devices are covered against manufacturing defects — issues present from the point of manufacture rather than from normal wear, misuse, or accidental damage. Coverage details can vary by brand and product, and are listed on the individual product page.
Warranty doesn't cover damage from drops, water exposure, unauthorized modification, or normal wear on consumable parts like coils and pods. Cosmetic wear from everyday use also falls outside coverage.
Contact our support team with your order number, a description of the issue, and photos or a short video if possible. We'll confirm whether the issue is covered and walk you through the replacement or repair process.
Promotions
How to use discount codes and stay in the loop on current offers.
Enter your code in the promo code field at checkout before completing payment. The discount will be reflected in your order total immediately once applied.
Generally only one promo code can be used per order unless a promotion specifically states otherwise. Each code's terms are listed alongside the offer.
This usually means the code has expired, doesn't apply to the items in your cart, or has already been used. Check the terms listed with the offer, or contact support if you believe it should still be valid.
Current offers are posted on our homepage and shared through our email list and social channels. Subscribing is the fastest way to hear about new promotions first.
General Inquiries
Anything else — reach out and our team will point you in the right direction.
You can reach our support team through the contact form on our website, or by email. We aim to respond to every inquiry as quickly as possible during business hours.
Yes, we work with retailers and businesses on bulk orders. Reach out through our contact form with details about what you're looking for, and our team will follow up.
Our support team can answer questions on compatibility, usage, and specs for anything in our catalog. Include the product name or link so we can get you an accurate answer quickly.
Yes. Age verification is required at checkout and may be confirmed again at the point of delivery, in line with applicable regulations.
Still need help?
Our support team is ready to answer anything not covered above.