Orders are typically in a pending status due to payment failure. We will inform you of the reason for the payment failure and proceed to cancel this order for you.

Customer cannot change the item in the order once payment is completed. Please contact our customer service to help change it for you. However please note we can only help to change the item before the package is being processed by the shipment company. If there is any price difference, we will either refund it for you after the order is shipped out or ask you to pay for it if the new item is more expensive. We can only arrange shipment once we receive the complete payment.

We do not support changing the shipping method in an order.

Customer can disregard an unpaid order if you do not want it anymore. After payment is completed, Once the package is shipped out, no one can cancel the order in such cases.

With most orders we can arrange shipment within 48 hours after we receive complete payment. Excludes weekends. Orders placed on weekends will be postponed to working days

When the order is shipped out, You will receive an email notification that your order has been shipped. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues.

The item stock availability can be updated and changed at any time due to the popularity and/or supply constraints of some of the products.

If the item becomes restocking, we advise to give the item 3-7 more working days for process.

If the item becomes out-of-stock, we advise to choose a replacement on the website or consider to cancel the item to get a refund.

Please feel free to contact our customer service to inform us of your decision.

Normally we expect to receive the restocking item in 7-20 working days depend region. We will arrange shipment immediately once the items are available. If the estimated restocking time is postponed due to some reason, we will send a message to inform customers and offer proper solutions

1. Credit Card with online payment and 3D security verification functions.

2. VAPES CHILL gift card

Please make sure to use a secure credit card to pay, including one with online payment and 3D secure verification. Also make sure your credit or balance is sufficient to cover this order.

1.3D verification failed

-Please check the information you filled in to ensure that the card number, date, and CVV number are filled in correctly

-The billing address is consistent with the issuing bank in the information you reserved

-The cardholder is consistent

2. Insufficient balance

-The balance is not enough to pay for this payment

3. PC-side interception

-The payment system will determine that there is a risk of information leakage when paying on the PC and refuse to pay. It is recommended to complete the payment on the mobile phone.

4. Risk control

-IP address is inconsistent with the issuing bank

-Order IP is inconsistent with the destination

The above will cause your payment to fail. We recommend that you use the credit card issued by your bank to pay.

5. 3D verification is not supported

-Your credit card does not have the 3D verification function enabled, and the payment is rejected.

We will notify you of the reason for payment failure by email. If you encounter the reason for payment failure, please pay attention to the email we sent you and check it. If you do not find the email, please check your spam.

The coupon code cannot be used after the payment for the order is completed. If your discount code has not been used yet and you encounter this situation, please contact us for assistance.

Detailed points redemption and usage methods are available at the points redemption section on the homepage

Expect delays in online tracking updates. Track again after a few days if 'number not found' or 'electronic information received' status. Contact us if issue persists after three days."

Verify the address before payment. Once shipped, we can't change it. Contact us for address issues. Any return fees are customer's responsibility.