SHIPPING & RETURN POLICY
Shipping
At Hazetown Vapes we offer our customers multiple shipping options. The shipping method you choose does not affect how quickly your orders get placed or processed. We try to ship all In-stock orders that get placed prior to 3:00 PM EST the same day. In some situations though it may take up to 3 days to process and ship your order. Our packages are packaged discreetly for your security. Backordered items will ship as soon as they become in stock.
All packages will be shipped via our courier until they arrive at the destination country at which point they will be handed off to your local carrier. If your tracking information is not updated regularly please check your local carriers tracking information.
Order Processing
We process all in-stock orders 7 days a week (excluding holidays).
Please note, if you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the next business day.
We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
Any foreseen order processing delays are visibly announced directly on the affected product's page. If we are experiencing a larger than normal order volume an announcement is made via a site-wide notice.
Typically, In-stock orders placed before 3:00 PM EST will go out the same day. (Delivery will depend on the carrier)
Carrier Restrictions
Most international carriers do not deliver packages on Saturday or Sunday, or major holidays.
Tracking
Tracking numbers are automatically generated when we print your shipping label during order processing. An email containing the tracking number will be sent to the email address you provided during checkout.
Please check your email's "spam" folders if you did not receive a tracking number
International customers can track their packages using the local post office service for their country if a tracking number is provided.
International Orders
Hazetown Vapes offers multiple shipping options at various price points when shipping international.
We offer the most reliable, and quickest options. You can find the shipping rates on the checkout page after filling out your delivery address.
Please ensure that you mind the laws of the country you are ordering to. Remember we specialize in shipping e-liquid and affordable hardware.
There may be additional import duties and taxes when receiving your package. This is rated based on your country and is out of our control.
Hazetown Vapes should not be held responsible for any customs seizures that occur when the product(s) enter(s) the country in which the delivery is to be made. This risk is denoted when making a purchase using the website, and both counterparts agree to this risk upon order placement. This is a loss for both parties: Hazetown Vapes and the customers who are ordering. This loss is in terms of the product that is being shipped/received.
If seizure is to occur through customs, then both Hazetown Vapes and the customer ordering will receive a letter denoting the losses and the valued amount.
INTERNATIONAL SHIPPING DISCLAIMER
(All U.S Customers) FedEx (March 1st 2021) and UPS (April 5th 2021) will no longer be shipping any product's to the United States. We will select a courier based on your state's local laws and regulations. If you pick FedEx, UPS or USPS we will ship your order with another service.
You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world.
As an international consumer, please do your research to ensure there are no surprise charges.
For lost, misplaced, or delayed shipments or damaged freight by the freight carriers after they have been dispatched, Hazetown Vapes cannot be held responsible / liable for lost or stolen packages that have delivery confirmation to the address that was provided.
The customer accepts full responsibility to file any claim(s) with the carrier for damaged and/or lost shipments. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info. For any further questions please feel free to contact us at support@hazetownvapes.com.
Orders Changes & Cancellations
Order changes or cancellations are possible. Please contact us as soon as possible and we will do our best to accommodate any changes as long as the order has not yet been shipped. Once an order has shipped, you must return the package to us prior to receiving a refund, shipping fees are not refundable and the return package will also be subject to a 25% restocking fee if your order is cancelled.
Electronic Cigarette liquid (or e-liquid) can only be canceled if the order has not yet been created or shipped. We are unable to cancel / refund / credit for juice that is already created, even if it is still within our facilities.
WARRANTY
In order to have the product assessed for warranty: Contact customer service via email: support@hazetownvapes.com
14-Day Return/Exchange Policy
We offer a 14-day return/exchange policy on any unopened, unused, and factory sealed items that are in the manufacturer's original packaging, unless the item does not come sealed originally.
Manufacturer Defects
Any manufacturer defects that are brought to the attention of Hazetown Vapes customer service will be solved in adherence with our 30-day warranty.
Our 30-day warranty begins the day the items are delivered. In order to have your product assessed for warranty, please contact our customer service at support@hazetownvapes.com. If the customer chooses to ship the items, then the customer will assume all costs in shipping items back to Hazetown Vapes for inspection. At this point, the customer can have the product sent back to them, or have a refund issued. The shipping cost incurred is non-refundable/creditable.
Unfortunately, consumables are always a final sale (e-juice, coils, tanks, disposables, accessories, drip tips, replacement parts, rebuildable supplies, etc).
What is covered by our Warranty?
- Dead on Arrival
- LED screen issues
- Charging port issues
- Battery issues (turning off when firing, etc)
- Unit auto firing.
- Chip malfunctions
Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).
What is NOT covered by our warranty?
- E-liquids, Atomizers, Tanks, Rebuildable products, batteries, chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT covered.
- Failure or damage caused due to improper use or unauthorized repair
- Failure or damage as a result of excessive force such as dropping or abuse
- Failure or damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
- Damage or failure caused by improper use. This includes water damage, juice spillage, and fire damage.
- Leaky tanks are not covered under warranty
- Loss or damage due to missing components
- Stripped or damaged threads, crooked 510 connection (Atomizer not sitting flush)
- Damage to the finish (cosmetic issues), or scratches from a brushed finish.
- Rattling or sticky buttons
- Modifying a product in any way automatically voids the warranty.
- Defects caused by normal wear and tear or otherwise due to the normal ageing of the product.
- Items outside of our warranty period
RESTOCKING FEE
Returns/exchanges will incur a 25% Restocking fee on items. This includes packages not signed for during delivery and returned to us by the shipping courier. (We are charged a shipping fee when the item is shipped back to us.)
Returns and exchanges are made in the form of Store Credit, at which a code would be generated for you to use on your next order. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no Credit or Refund will be given.
UNDERAGE PURCHASES
Every package that we ship utilizes Age Verification service. This means that in order for our courier to hand over the package, you must verify that you are of legal smoking age in your province or state. Once the items return, final sale items are non-refundable. Any items that are eligible for a refund will be done so minus a 25% restocking fee, as well as any shipping charges incurred for shipping the items to you, and for our courier to ship them back to us. This is ABSOLUTELY non-negotiable.
Proof of Age Required
We utilize our courier's Proof of Age (18+,19+, or 21+ depending on your province or state) with all first time orders, no exceptions.
We utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package.
Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund.
We reserve the right to cancel orders we deem unreasonable to ship for free. (Examples of this are extremely heavy or large and awkward products, etc). We will give you the option to pay for shipping on these items.
In the event your item is not successfully delivered due to an issue that we deem to be your fault (Wrong address, Failure to pick up, Underage), we will deduct the shipping fees from the initial shipment (even if it was free for you), the fees for the return shipment that we were charged by the carrier, as well as a 25% restocking fee, from any potential refund you may be eligible to.
Orders shipped may be subject to import duties, taxes, and / or brokerage fees. We cannot control this.