The consumption of Nicotine based products is restricted to those over legal age in Canada.
Returns & Exchanges
The Vape Company would like you to be completely satisfied with your purchase. Your happiness is our highest priority. Regrettably, we cannot offer a refund or exchange once the product has been opened and used unless the product is faulty or defective.
Because of the nature of this product, we can accept returns for damaged or defective goods only. These returns must be made within 60 days of your receipt of the product.
For retail customers, we accept returns of all unused and unopened
products for 14 days following receipt of your order. Refunds and credits are subject to shipping and handling charges if customer received free shipping unless the return is a result of our error.
What does original condition mean?
The product must be in the original, sealed condition in which it was received by the customer.
Do I need a receipt?
You will be required to validate your order information.
Returns of any defective products are entitled to replacement only during the manufacturer's warranty period and in accordance with the manufacturer's warranty return policy. Note that some manufacturers require that the customer seek replacement with the manufacturer directly.
Examples of Defective Products and What is covered by our Warranty?
- LED screen malfunctions
- Charging port malfunctions
- Battery malfunctions (turning off when firing, etc)
- Unit auto firing
- Chip malfunctions
What is not covered by our warranty?
- E-liquids, Atomizers, Tanks, Rebuild-able products, batteries, chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT covered under out warranty
- 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 aging of the product.
- Items outside of our warranty period
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)
Refunds (if applicable)
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
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, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace Manufacture Defective items. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: 1000 Gerrard St E Toronto, ON M4M 3G6
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
By purchasing from The Vape Company you are agreeing to be 19+ years of age.
Orders are processed on Monday to Friday (Excluding Holidays). When an order is placed before 2pm, in most cases we ship out the same day. Shipping time can vary depending on your location and choice of shipping service.
Estimated shipping times may be affected by several factors, including, but not limited to
- Your choice of courier
- Your choice of delivery service (Expedited Shipping, Xpresspost, etc.)
- Your location (all orders are shipped out of 1000 Gerrard St E Toronto, ON M4M 3G6
- The day on which the order was placed (some couriers do not operate on weekends)
- Weather conditions
- Acts of God (natural hazards and unavoidable occurrences outside of our control: earthquakes, wildfires, floods, rebel uprisings, frog attacks, etc.)
In order to qualify for free shipping, the subtotal of your order (after discounts, but before taxes) must exceed $50 CAD.
All orders are shipped with signature and valid government ID required. After we can verify your age (successful delivery of order) you will be exempt from having to sign for packages for subsequent orders. If proof of age cannot be verified, The Vape Company is not responsible for additional fees incurred for packages being returned to sender.
We ask that you report to Customer Service the receipt of a damaged product within 24 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages in this time frame, we won't be able to file a claim with the carrier which means we cannot accept responsibility for the damages.
Once you notify us that your product was damaged, The Vape Company will file a claim with the shipper. Claims typically take 8-10 business days to process. Please do not discard the damaged product or the packaging. Typically, the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.
In most cases, we can send a replacement order at no cost to you as soon as the damaged one has been picked up. However, the outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.
If you receive a product that has broken glass or a dented shade and report it within 24 hours, we will provide replacement glass or shade at no additional charge. If you wish to return a product that was received with broken glass or a dented shade, the standard return policy will apply.
The Vape Company is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.