Billing & Shipping
All charges to your credit or debit card are in US dollars.
Charges on your credit card will be billed discreetly as "EZVP" followed by a private customer service telephone number. Please make note of this as to avoid any confusion regarding charges reflected on your debit or credit card statement.
If you have any questions regarding charges from our company please contact us at (855) 398-2737 before contacting your bank and we will be sure to explain and or resolve any issues or misunderstandings to the best of our ability. Your satisfaction is our goal!
All packages are traceable and are required to be signed for upon delivery.
Refunds are processed within 24-72 hours and should appear on your bank statement within 24-48 hours of being submitted on our end, excluding weekends and bank Holidays.
- EZVapes is not responsible for lost packages that did not include correct contact and/or delivery address information at the time the order was placed.
- EZVapes will not be held responsible for any packages that are un-delivered, lost, or stolen due to special requests or unsafe or unreasonable delivery circumstances
- EZVapes requires an adult signature on all deliveries unless otherwise requested prior to purchase. Customers can choose to waive the signature requirement during the checkout process. Certain items will require a signature even if waived.
- Although most in-stock orders approved before the cutoff ship same day or within 24 hours, circumstances beyond our control may occur from time to time. EZVapes does not guarantee same-day shipping. Most in-stock items ship within 24 hours of purchase, except for weekends and Holidays. Other circumstances may also effect the time it takes to process your order, including but not limited to high order volume. In some cases it may take 48-72 hours or more for your order to be approved and processed, excluding weekends and Holidays. If your order is placed in the late afternoon, evening, or over the weekend, it will not enter the processing queue until the next business day.
- EZVapes offers free 1-3 day USPS Priority shipping on any US order of $99 or more. This delivery estimate is provided by the postal service and represents the transit time calculated from the day your package is dispatched from our warehouse. This estimate does not include the time it takes to process the order, which is typically same day or within 24 hours, excluding weekends and Holidays. EZVapes believes in being completely transparent about our policies and promises to make every effort to ship each and every order at the earliest possible time.
- If your order contains missing, invalid, or innaccurate information, the issue(s) must be resolved before it can be processed and shipped. We will contact you immediately at the phone number(s) and email address provided in these cases. If we are unable to reach you, we will not be able to process and ship your order until we do. After several attempts to contact you without success, we will cancel and refund your order.
- It is your responsibility to immediately test your vaporizer upon arrival to assure it is in proper working condition.
- The customer is responsible for return shipping costs except when the wrong item is received or the item arrived in defective condition, is unused, and is reported to us within the returns timeframe. If we pay the return shipping for a defective item that is found to be fully functional, you will be responsible for the return shipping cost, which will be deducted from any refund. Wrong item means that we shipped you an entirely different item than you ordered. If you order an item by mistake and we ship the item as it appears on your order, you will be responsible for the return shipping cost.
- Items that are returned as unused and non-working under this policy but are subsequently determined by EZVapes to be used and/or in fact do operate correctly will not be eligible for a replacement or refund under any circumstances. Any return that is authorized based on false information provided by the customer will be considered void and will be returned to the customer' at their cost or discarded at our sole discretion. We are unable to sell or restock used items, due in large part to the hygienic nature of most of the products we sell, and we thank you for understanding.
Multiple Product Orders
When you place an order for multiple products we will make every attempt to ship all items contained in that order at the same time. Products that are not available to ship within the expected timeframe be shipped as they become available, unless you inform us otherwise. We will do our best to notify you within 24 hours, excluding weekends and Holidays, using the contact information provided on your order, if an item in your order is not available for immediate shipment. We will offer you the choice of separate shipment at no extra charge or a full refund on the items not available. Customers can call anytime during normal business hours for up to the minute stock status on any product listed on our website.
Out Of Stock Orders
While we strive to keep our in and out of stock product listed accurately sometimes despite our best efforts there may be times when the product, or specific color of a product you have ordered is out-of-stock, which will delay fulfilling your order. EZVapes makes no guarantee of specific color availability. We will not substitute your item or another color item in place of what is ordered except at your request or express approval. We will do our best to inform you within 24 hours, excluding weekends and Holidays, of any products in your order that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping for a complete refund or choose to wait until the item(s) you ordered are restocked. Customers can call anytime during normal business hours for up to the minute stock status on any product listed on our website.
EZVapes does not stock, ship, or sell ANY refurbished vaporizers from ANY brand under ANY circumstances. When returning any defective item it will always be replaced with a brand new, unopened unit. All of our vaporizers are purchased directly from the manufacturer or an authorized distributor and your warranty will always be valid as long as your issue(s) are covered according to the manufacturer's warranty policy.
Some items available at EZVapes include free bonus items, or freebies. From time to time a freebie item may be temporarily out of stock at the time of purchase. In keeping with our goal to get each and every order dispatched at the earliest possible time, if a freebie is unavailable at the time your order is ready to ship, our policy is to send the unavailable freebie separately as soon as it is restocked. We do this so that if you order a larger item like a desktop vaporizer, your order will not be held up simply because a freebie is not available at the time your order ships. When sending any missing freebie, we do not charge you any additional shipping or fees!
Pricing Error Policy
Pricing errors may occur on EZVapes from time to time. We always attempt to correct all pricing errors as soon as they are discovered, or as soon as we receive notice of an error. EZVapes reserves the right to cancel any orders containing pricing errors, with no further obligations to the customer. Any payments you make to EZVapes for orders that are cancelled due to pricing errors will be refunded in full, including associated shipping costs, if any.
You CAN Return:
Arrived Dead or Damaged
Since all units are inspected prior to shipment more than 99% arrive in perfect working order. However if your product ARRIVED IN NON-WORKING CONDITION or was damaged during delivery please contact us by telephone during normal business hours within 3 business days to obtain a Return Authorization Number. We require that you contact us by phone because since we aim to ship as fast as possible your order may have already been packaged and shipped by the time the email is received by support staff, which can take up to 24 hours. Exceptions can be made to this policy in some cases provided the item is in new, unused condition with all parts and packaging intact, our ultimate goal is your satisfaction.
You must return an item in the same condition as it was received. You must also include, in the same condition as it was received:
- All packaging such as boxes, bags, and tags
- Accessories such as cords and remotes
- Certificates, manuals, and warranty cards
- "Free gifts" or bonus items
- All items included in a bundle
Any item returned without prior authorization by phone will be rejected and will not be eligible for a refund or reaplcement under any circumstances. Please have the serial number or warranty registration number available, if any, when requesting a return.
Once returned your vaporizer's serial number will be recorded and it will be inspected for use/abuse, user damage, or anything inconsistent with a defective unit. This is generally completed in 1-2 business days from receipt. Once your return is approved you will be given the option to receive a full refund or replacement according to your preference. You will not be refunded until we have received and inspected any item you return and verified that it is defective.
If for any reason you are unable to retrieve your package from our shipper when delivery is attempted and it is returned to us intact, we are happy to send you a refund less shipping charges (if any) or you may opt to have us re-deliver. If you choose to have your order re-delivered, you may be responsible for any additional shipping charges.
Just Not Satisfied
EZVapes is committed to 100% customer satisfaction! If you are unsatisfied with your product for any reason, you must contact us by telephone within 3 business days of delivery. If the item is unused and in new condition a full refund or store credit will be issued once returned to our warehouse and inspected. Customer is responsible for any return shipping unless item ordered was not item received, except at our sole discretion. Please note that used items cannot be handled or repaired and if possible must be returned to the manufacturer directly. We do not accept used merchandise for return.
You CANNOT Return:
Any item once used and/or after 3 business days of delivery
You can only return a product to EZVapes in new, unused condition along with original packaging. This is the same policy as Amazon and other large shopping sites. Manufacturer warranties are included on virtually every item we sell. If your product has broken after use and within the manufacturer's warranty period, in most cases it must be returned directly to the manufacturer for repair or replacement. Items cannot be returned to us for a refund or exchange once used or after the returns period has expired. Exceptions can be made to this policy in some cases provided the item is still in new, unused condition with all parts and packaging intact. EZVapes will to the best of our ability assist in obtaining warranty service for the product(s) you buy at our website.
Incorrect shipping addresses
Packages with incorrect shipping addresses can sometimes be located and rerouted but in the unlikely event your package is permanently lost because you provided the wrong shipping address to us, you will not be eligible for a refund. Any non-delivered item is eligible for a full refund less shipping provided it has been delivered back to our warehouse and remains in new, unused condition.
There are no returns on international orders (outside USA). Manufacturer warranties are included on virtually every item we sell. If your vaporizer arrived defective or has broken within the warranty period (usually 1-3 years) and you are outside the US it must be returned directly to the manufacturer for repair or replacement if possible and cannot be returned to us for a refund or exchange.
All glass products, parts, accessories, and components are non-returnable, even if cleaned. If your glassware arrived broken please notify us by phone during normal business hours within 24 hours of delivery.
Demo/Open Box Units
All refurbished, demo, or open box units have been thoroughly tested and verified to be in working order, we do not accept returns on these items.
We cannot accept returns on products containing nicotine unless item ordered was not item received and product is unopened and in original packaging. This applies to e-juice/e-liquid and e-hookahs, including nicotine-free versions. We are unable to restock nicotine products due to the possibility of tampering and other health and safety concerns.
Vape Pen Parts
Atomizers/coils, tanks, cartridges and other related items can only be returned for Dead On Arrival defects regardless if return is requested within 3 business days of delivery. This is standard policy industry-wide regarding these fragile, easily broken personal vaporizer parts which can easily overheat and/or be damaged due to user error or misuse. Once used, they cannot be returned under any circumstances!
All vaporizers sold at EZVapes come with a manufacturer's warranty. The terms of each warranty is determined by the company who manufactures each model. EZVapes has no control over each manufacturer's warranty policy, coverage, or eligibility as we do not manufacture the products sold at our website. Like any manufacturer's warranty the terms will vary and depend on the model you buy, the terms of the warranty, time since purchase, and the specific issue(s) you are experiencing. EZVapes only purchases stock direct from the manufacturer or via an authorized distributor. If you have a valid warranty claim according to the manufacturer's policies, EZVapes will assist you in obtaining warranty service whenever possible. Some manufacturers require that warranty claims be handled directly, in which case we will provide proof of purchase and assistance with submitting a warranty claim. Other manufacturers may instruct EZVapes to provide the warranty service on their behalf. In either case EZVapes must follow the warranty submission guidelines and eligibility as determined by the manufacturer of the vaporizer you purchase.
For more information on international order policies click here.
For more information on shipping policies click here.