Shipping, Return & Refund Policy

SHIPPING POLICY

Here at Vapingstory and Smoke Inc, we offer Canada Post Business Expedited & Xpresspost shipping. Priority, alternate option, or other preferred shipping may be available at an additional cost. Please feel free to contact us if you need any further assistance.

In the event of a holiday, COVID 19 crisis or any other unexpected incidents, deliveries may be delayed. We will be able to provide status of your order; however, we cannot provide estimated time of delivery. Once the package leaves our store, we do not have control over the delivery process. At times, due to the high volume of packages, delivery companies may experience longer delays than anticipated. Please be patient with the process and we will do our best to keep you updated as possible.

In the case where we are experiencing higher than normal volume of orders, shipments may be delayed. If a significant delay is expected with your order, we will contact you. We reserve the right to additional processing time if any questions or concerns regarding your order arise. We will do our best to get in touch with you via phone or email, when it is absolutely necessary. Please make sure your contact information is correct and up to date during checkout.

Canada Post Expedited/Xpresspost will arrive next business day once it leaves our store, 1-2 business days regionally within Ontario, and 2-6 business days nationally within Canada. These timelines may change depending on the weather conditions and other delays. Delivery time is an estimate and cannot be guaranteed. We process all in stock orders 7 days a week, Monday to Sunday(excluding Canadian Holidays). Canada Post does not deliver on weekends or on major Canadian Holidays.

SHIPPING  & AGE VERIFICATION 

All first order shipments or First credit card orders will require you to Sign and Show ID for Proof of Age (Age of Majority). After the first order, or the first credit card order, we may randomly ask you to Sign and Show ID for Proof of Age (Age of Majority). If Proof of Age (Age of Majority) option is asked by us, there are no exceptions!  

All Canada Post Proof of Age option shipments will require you(purchaser of the order) to sign upon the delivery. If your home address delivery attempt with Proof of Age option failed because of your absence, your package will be delivered to the nearest post-office/pick-up station where it will be available for pick-up with your(purchaser of the order) Proof of Age. Purchaser of the order must be present, and please bring your valid government-issued photo I.D. 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 will only ship to the address specified on your account, and only to the name specified on the account. If a shipment is returned to us because of an incomplete or inaccurate name or address it will not be re-shipped. If your package is returned to us, you must make the necessary changes to your account information and pay for re-shipment. 

It is your responsibility to make arrangements for delivery fulfillment if you do not anticipate being present for the delivery. Vapingstory and Smoke Inc. is not responsible for the cost of any lost, stolen or undeliverable shipments that may result from being absent or without I.D.

Please note, that in an effort to prevent credit card fraud, and to protect your identity, orders placed with different billing and shipping information may need additional confirmation before fulfillment. This confirmation may be required in the form of additional credit card verification, valid photo ID and/or a phone call from our staff.

Age of Majority by Province

  • 19+: British Columbia, New Brunswick, Newfoundland and Labrador, Nova Scotia, Nunavut, Ontario, Prince Edward Island
  • 18+: Alberta, Manitoba, Northwest Territories, Quebec, Saskatchewan, Yukon

    Vapingstory and Smoke Inc. reserves the right to refuse shipping an order, for any reason.

    RETURNED OR REJECTED SHIPMENTS

    Canada Post has started to charge for return shipping on wrong address parcels, return to sender packages or any package that is returned to the sender. If the parcel is returned back to us due to following reasons a return shipping fee will be charged to the customer: incorrect mailing address, incompletion of proof of age, or failure to show up and sign. In such case, customer will have to pay the return shipping charge before any refunds are given. Please note that we have 10 percent restocking fee for all returns, and this will be deducted from your refund amount. Orders will not be reshipped unless a new shipping fee is paid by the customer.

    SHIPMENT TRACKING 

    We do our best to process all orders at lightning speed. Most orders will be dispatched within 24 business hours after receipt of payment and will be shipped via your preferred shipping carrier or Canada Post with Tracking number. You will receive a shipment confirmation email once your order has been shipped containing your tacking number(s). The tracking number will be active within 24 hours.  

    Canada Post Shipment Order can be tracked at:

    http://www.canadapost.ca 

    LOCAL SHIPMENT OR IN-STORE PICK-UP

    All local orders can be Pick-Up at the Vapingstory retail location, please choose in-store pick-up for your order during check out.

    All local orders can be delivered or can be shipped via Canada Post as well, but we encourage to consult local same day delivery option with us. 

    Free Same day Delivery or Free Next day Delivery could be available(*some conditions apply). Please check our Local Same Day Delivery policy here.

    All in store pick up or local same day delivery, must be paid only with Cash, E-Transfer or in store transaction using Debit/Visa/MC. 

    SHIPPING INSURANCE

    All Vapingstory and Smoke Inc shipments via Canada Post is insured up to $100.00 through Canada Post in case of loss or damage. Damaged glass items are excluded from insurance coverage since Canada Post will not cover the damage of any glass items. Vapingstory and Smoke Inc is not liable for any package damaged or lost during shipping. Lost, Stolen or Damaged shipments are the responsibility of shipping carrier company such as Canada Post once they leave our facility. Please report any lost, stolen or damaged shipments to us. We will open a support ticket with Canada Post on your behalf. If an investigation has to be started with Canada Post it take time for them to investigate a missing or lost package. Please cooperate with Canada Post in there investigation failure to do so will result in them canceling the investigation and denying the claim.

    SHIPPING DAMAGE

    Despite our best packing efforts, some orders may be damaged in shipment. If you have received an order with damages you can do the following:

    1. Refuse shipment if the package is clearly damaged
    2. Immediately inspect the outer packaging and contents for shipping damage
    3. Report this damage to us (Vapingstory and Smoke Inc.) within 24 hours of delivery

    If you don’t report damages to us within 24 hours of product delivery it will be impossible for us to make a claim with the carrier and in turn will make it impossible for us to reimburse you for shipping damages.

    Even if you do not intend to unpack the shipment right away, any damages must be reported to us within 24 hours of delivery.

    If you have any further questions or concerns about our shipping policies, please feel free to contact us.

    FREE SHIPPING OR SHIPPING CHARGE

    Vapingstory and Smoke Inc offers Canada Post Expedited shipping with a flat rate charge of $14.99 for all orders under $50(before tax), in exceptional circumstances additional shipping charges may apply. We are happy to offer Free Shipping on all orders over $50(before tax) to Ontario addresses, and Free Shipping on all order over $75(before tax) to other areas within Canada. Some exceptions could apply. Clearance or Promotion items maybe excluded from free shipping. Vapingstory and Smoke reserve the right to make a change at any time and in our sole discretion.

    INTERNATIONAL SHIPPING

    At this time, we are not accepting any international order. We will not ship to United States or any other Country. We only ship to Canadian addresses.

    ORDER 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, and 10% restocking fee will be applied. The shipping fees are not refundable.

    RETURN, REFUND, EXCHANGE, & WARRANTY POLICY

    Here at Vapingstory and Smoke Inc, our mission is to provide you with the highest-quality products and services possible in a timely fashion fulfilling customer's needs and want. We will put our best effort to work with you to provide the right goods or services. We think that effective communication with our customer is a key to our business success, and we believe this will help us to keep returning customers.

    We want you to be happy, satisfied, and cigarette free! If you have any concerns or need, please contact us. We will be there for you always before the purchase, after the purchase or when something is not right.

    We work closely with many best selling brands and suppliers from around the world providing a huge product selection. Despite our best efforts and intentions, we adopted Return, Refund & Exchange policy for unfortunate event. Please review the policy before you make the purchase.

    Our return policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original manufacturer sealed items. If an item does not come sealed originally, we are unable to take a return on it.

    Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no refund or exchange will be given and the package will be returned to you at your expense.The reasoning for this is due to unsanitary conditions if considered for resale after returns. Please do not open and use any product if a return is being considered. 

    Several types of goods are exempt from being returned even if they are unopened or in original packaging.

    All clearance, liquidation, final sale, and discontinued products are not eligible for return with no exceptions. Sale products or certain excluded products may not be eligible for return.

    All Cannabis accessory products, and E-Liquids are final sale, and it will not be eligible for return whether it's used or not used/whether it's sealed or not sealed/whether it's in original packaging or not with no exceptions. 

    Coils, Batteries, Charger, Drip tips, Rebuildable products, Accessories, Glasses are final sale, and it will not be eligible for return whether it's used or not used/whether it's sealed or not sealed/whether it's in original packaging or not with no exceptions. 

    To complete your return, we require a original receipt or proof of purchase.

    Any package that are returned to sender because Proof of Age was not able to be determined will not receive a refund.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Any package that was returned to us due to other reasons that Vapingstory and Smoke Inc is not at fault for will receive a refund excluding the actual cost of shipping fee, and 10% of restocking fee.  

    RETURN ADDRESS

    Please return your product(s) to us within 7 days. For your return please contact us before you ship out your product(s). You will be given instructions, and you will be simply required to fill out return forms stating return reasons, order number, product details, and purchaser's contact information. After return forms are filled and confirmed by us, you can send us the package. Be sure to email us when your items are being sent to us.

    Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Vapingstory and Smoke Inc. is not responsible for loss or damage during transit.

    Please use the following address for all returns:

    Vapingstory and Smoke Inc.
    613 Somerset St. West Ottawa, ON K1R 5K3

    REFUNDS (If Applicable)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, or store credit within a certain amount of days.

    Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.

    Credit Card purchase will receive a refund via original credit card used to make your purchase. Other payment purchase may not be eligible for same payment method refund and may receive store credit in the form of a coupon for the value of the returned product(s) after receipt and inspection of returned items by us. The coupon can be used only on our website vapingstory.com check out page.

    Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.

    Please note: we cannot process return or refund requests without the proof of purchase.

    GIFTED PRODUCTS RETURN

    If the item was purchased with a gift card, you’ll receive a in store credit only for the value of your return with no exceptions. Once the returned item is received and inspected, you will receive an email with a coupon for the value of the returned product(s). The coupon can be used only on our website vapingstory.com check out page.

    WRONG OR MISSING ORDER ITEM(S)

    If we make an error when fulfilling your order, please contact us within 24 hours of receiving your package to initiate a claim. A brief email explaining an error is the quickest way of initiating claims. All of our shipments are processed, itemized and double-checked, but although mistakes are very rare, they can happen. We may ask for photos of incorrect or damaged items before sending you replacements, and in some cases may ask that items be returned, but rest-assured we will always ensure you get what you ordered.

    Incorrectly received items must be returned to us. We provide you with a prepaid return label via email to send back the product(s) free of charge. If we do not receive the item(s) within 30 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).We sincerely apologize for any inconvenience. 

    WARRANTY

    Vapingstory and Smoke Inc., we offer 30-days limited warranty or 90-day limited warranty from the day the items are delivered in "Vapingstory and Smoke Inc.", retail store or "vapingstory.com", online site. Warranty period varies depending on manufacture's warranty policy. We do not handle the warranty with the product that is not purchased through our company. 

    Warranty is not valid at following cases:

    • Consumable products are not covered by warranty such as: tanks, atomizers, rebuildables, mechanical mods, coils, pods, batteries, chargers, drip tips, accessories, apparels, drug testing kits, glasses, pod systems, disposable vapes, disposables, cannabis accessories, e-liquids
    • Liquidation, clearance, discontinued products, final sale products are not covered by warranty
    • Failure/damage caused due to improper use or unauthorized repair
    • Failure/damage as a result of excessive force such as dropping or abuse
    • Failure/damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
    • Damage/failure caused by improper use. This includes water damage, juice spillage, and fire damage.
    • Tanks that are leaking are not covered under warranty
    • Dry Hits, or shorted Coils are not covered under warranty
    • Loss or damage due to missing components
    • Stripped/damaged threads, crooked 510 connection due to over tightening
    • Damage to the finish (cosmetic issues), or scratches from a brushed finish.
    • Rattling or sticky buttons
    • Software issues
    • Using improper or damaged battery in the device
    • Modifying a product in any way, automatically voids the warranty.
    • Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
    • Items outside of our warranty period

    Warranty is covered at following cases:

    • DOA Devices (Dead on Arrival, Not turning on or functioning)
    • LED screen issues
    • Charging port issues
    • Battery issues (turning off when firing, etc)
    • Chip malfunctions auto firing, not recognizing any atomizer, "low battery" on a fully charged battery (with no liquid damage).
    • Manufacturing defects

    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).

    If you think you are still covered under warranty, please contact us and we will be happy to help you with warranty process or troubleshoot process. Who knows, maybe your warranty claims are not actually defective units and they can be simply resolved with the right guidance of our experts.

    In order to speed up your warranty process much quicker, please prepare your answers to the following questions. 

    General Inquiry:

    • Was the device working out of the box?
    • When did the problem first arise?
    • Can the problem be replicated?

    Visual Inspection:

    • Is the exterior damaged, scuffed, scratched, or bent?
    • Is the battery door in good condition?
    • Are the battery terminals damaged or shifted?
    • Are the 510 pin, seal, and threading damaged?
    • Are there signs of water damage?
    • Are there signs of fire damage?

    Troubleshooting:

    • Does the issue persist with different tanks?
    • Does the issue persist with different batteries?
    • Are the device settings correct?
    • Can the issue be resolved with a firmware update/downgrade?

    All warranty will require you to provide with the purchase of proof (original receipt). At certain cases, we will require you to provide with Serial Number and Security Code as well. We strongly recommend to keep original box or warranty certificates which usually contains, serial number and security code.

    We will do our best to meet your satisfaction. We thank you for your patience while we process your warranty.

    WARRANTY EXCHANGE (IF APPLICABLE)

    We only replace items if they are defective, and not damaged. 

    Items that are DOA (Dead on Arrival) or still under warranty, are eligible for an exchange only. We will exchange the item with the exact same item, in the exact same color. Exceptions may apply if the item is no longer being actively stocked, store credit will be rewarded.

    Note that the exchanges only take place after investigation and examination of the item(s). We will contact our distributor to verify the process to determine if the item is valid for exchanges or returns. Please understand that these process can take time.

    We can not offer store credit or refunds on warranty exchanges.

    E-LIQUID

    E-Liquids are not covered by warranty, and cannot be returned or exchanged. For consumer safety reasons and due to their consumable nature, all E-Liquids are Always Final Sale. 

    E-Liquid may taste different depending on steeping period if they are not the same batch. E-Liquid may need to be be well shaken. E-Liquid may taste different at different setting or with different devices. E-Liquid may taste better with freshly cleaned devices. E-Liquid may taste better with fresh wicks, pods or coils. 

    If however, you feel as though your E-Liquid is not made to the standards that it should be, please visit our retail location with E-Liquid that was purchase from us. If, in the very rare case, something is wrong with the liquid we may replace it. We cannot exchange liquid for another, and returns cannot be made for simply not enjoying a flavor that was found to be made correctly.

    Should you have an issue with a shipped E-Liquid order and cannot visit our retail location, you are able to ship us the liquid back. The return shipment will be at your expense, but if the liquid is indeed incorrectly made, we may ship you a replacement bottle.

    POD SYSTEM, PRE-FILLED PODS & DISPOSABLE VAPE

    Pod System, Pre-Filled Pods, and Disposable Vapes are not covered by warranty, and cannot be returned or exchanged. For consumer safety reasons and due to their consumable nature, all Pod System, Pre-Filled Pods, and Disposable Vapes are Always Final Sale. This is required by Sanitary Health Regulations for manufacturing and also gives you the peace of mind to know you will never receive a product that is refurbished, used, or been in another customer's hands or mouth! 

    Should you have an issue with the purchased Pod System, Pre-Filled Pods, or Disposable Vapes you may contact the manufacture directly. We all know successful company will love to hear from their customers, and consider your input as a valuable asset. Major manufacturer usually have their own way of compensate your loss! 

    If you have any questions about our products, feel free to contact us.

    CANNABIS VAPORIZERS & CANNABIS ACCESSORIES

    Cannabis Vaporizers that are brand new, unopened, and unused maybe eligible for return for store credit or exchange within 7-day return policy period. Return will not be accepted if original package sealing is broken or authenticity seals on the packaging is damaged. If device originally comes with no sealing or no authenticity seals, then there will be no return or exchange.

    All cannabis vaporizers (used or opened), and all cannabis accessories (used, or opened, or unopened) are Final Sale, which means that it cannot be returned, refunded or exchanged.

    All Cannabis Vaporizers are directly covered by the manufacturer's warranty after purchase. Most cannabis vaporizers provide warranty for 14-days to 10-years. All warranty process will require original purchase receipt. You might need the original package if Serial Number is printed on it. Please refer to individual manufacturers' warranty guidelines and terms to determine your product's eligibility for a warranty from its manufacturer. If you have not purchased one yet, we strongly recommend spend sometime to research products and manufacturer warranties prior to committing to purchase cannabis vaporizers.

    If you have any questions about our products, feel free to contact us.

    LIQUIDATION, CLEARANCE, & FINAL SALE PRODUCTS

    All clearance, liquidation, final sale, and discontinued products are not covered by warranty with no exceptions. Sale products or certain excluded products may not be valid for warranty. 

    *All policy written here at Vapingstory and Smoke, we reserve the right to make changes at any time and in our sole discretion.

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