FAQs
Q: When will my order ship out?
A: We usually process and ship orders the same business day from Miami, Florida, if they are placed before 2PM EST. Processing times may differ depending on stock and availability. We do not ship on weekends, federal holidays in the United States, or during hurricanes.
Q: How long does it take for my package to arrive?
A: The package's delivery is determined by the shipping method you select at the time of purchase. The tracking link is updated when your package is scanned. Please keep in mind that updating the tracking link via USPS can take up to three business days.
Q: Why does my order show “unfulfilled”?
A: An order will be marked as "fulfilled" once it has been fully processed and shipped. Please keep in mind that we do not ship on weekends or holidays.
Q: Why can’t I use two codes for my order?
A: According to our terms and conditions, you can only use one code per order and there is no double discounting.
Q: Why is my discount code not working?
A: If the code you are attempting to use is not working, it is possible that the code has expired. Please contact customer service with the code and issue so that they can better assist you. IMPROPER USE, NEGLIGENCE, OR LACK OF COUPON CODE USE WILL ONLY RESULT IN A STORE CREDIT. The email address for customer service is connect@vapecityusa.com
Q: I ordered the wrong item; can I return or exchange it?
A: Please contact customer support as soon as possible for assistance with this, as we will be unable to assist once certain processes have occurred. If you are within the 14-day return and exchange policy and the item is unopened and unused, you may return it to us. We will either ship you the correct item or issue you a store credit once we receive the item back at our facility.
Q: I received the wrong item/broken item or wrong nicotine level or not what I ordered at all. What can I do?
A: Please contact customer service right away. Give them a detailed description of your problem so they can assist you in resolving it. Include your order number as well as a photograph of the item. You can reach us by email at connect@vapecityusa.com
Q: Can I cancel my order?
A: We are unable to cancel an order once it has been processed. If you need to cancel an order, please contact customer service right away at connect@vapecityusa.com
Q: What if I need to change my shipping address?
A: Once your order is confirmed, we begin the process of shipping it. Please notify us as soon as possible if the address is incorrect. We will need some time to change your address. We are unable to change the address for an order that has already shipped.
Q: Are duties and taxes included with international orders?
A: Import duties and taxes are NOT included in the price you see at the checkout. The shipping service will collect these fees upon delivery. Please contact your country's customs office to determine any duty fees or tax costs.
Q: Do you have samples?
A: We currently do NOT offer samples of any of our items
Q: Can I add or alter my order after it has been placed?
A: We will do our best to accommodate and assist you, but if the order has already been shipped, we will be unable to add/alter it. For assistance, please contact customer service at connect@vapecityusa.com
Q: How do I get exclusive deals from Vape City USA?
A: Go to website address and scroll down to the bottom of the page to subscribe to our email newsletter.