Page and policies modified on Saturday, 11/07/09.

Shipping Policies

At this time, we ship only within the 48 contiguous U.S. states and to Military APOs.

Most orders are processed within 1-3 business days. We do not ship on Saturday, so any orders placed on either Saturday or Sunday, as well as Friday, will usually go out either Monday or Tuesday.

We ship most packages by FedEx. US postal service is used on occasion under special circumstances. All FedEx packages are shipped Ground (2-9 days, depending on your location) and will include a tracking number.

When you place an order with us, you will receive a confirmation email with your order details, and you will continue to receive correspondence as the status of your order is updated. Customers who check out as guests will not have an account and will not receive some correspondence emails.

Our shipping rates reflect the policies of the companies that we use to ship our products and product weights will be rounded up to the nearest full pound.

Returns and Replacements Policies

ALL RETURNS REQUIRE PROPER AUTHORIZATION.

Do not return a product without first notifying customer service on the Contact page.

Please note that all returned items are subject to a 15% returns/restocking fee. This returns/restocking fee does NOT apply to returns of defective items.

Returns Policy

All unopened items may be returned, at our sole discretion, within 14 days from the time they are received by you. We are unable to accept returns of opened items after 14 days from the time the items are received, unless those items are defective. In that case, please refer to our Defective Returns and Replacements Policy below.

Due to health reasons, we make no exceptions on issuing refunds for opened refill cartridges and e liquid.

Defective Returns and Replacements Policy

We will replace defective parts within 30 days from the time you receive your package except for atomizers, which are very easy to misuse. After 30 days, claims for defective parts need to be made directly to the manufacturer. For all Firelight products, they are covered for a full 60 days from the time it is received.

Please Note:

If you believe an item to be defective, please contact customer service by going to the Contact page and submitting an inquiry. We will attempt to troubleshoot the problem first and if either you or the customer service representative believes it is faulty, you will need to send back said item(s) to our warehouse. We strongly advise to include delivery confirmation or a tracking number in case the item becomes lost in transit.

We will not send out replacements until we receive and inspect the defective item in the warehouse.  Only when the item is determined as faulty will we send a replacement. All defective items will be tested by one of our staff and if the originally returned item is determined as not defective, then we will return that same product with additional information on how to operate it.

Shipping fees will only be reimbursed if we are at fault.

Please submit an inquiry on the Contact page if you have trouble with your e cigarette or proper usage that is not addressed on the insert included in the package you receive from us or is not addressed on the FAQs, Getting It To Work, or Videos pages.