Help

 Help Section


Vapor Authority is dedicated to assisting our customers with problems that they may be experiencing. Please refer to this handy Help Section to aid you in remedying some of the frequent problems that arise. If this section doesn’t answer your specific question or otherwise fails to help resolve your problem, please feel free to contact us, and we will be happy to assist you to the best of our abilities.

 

For Shipping-Related Problems, Please Visit The Shipping Page By Clicking HERE.

 

Order-Related Problems



PROBLEM: I Received My Package, But One or More of the Items Are Not What I ordered.


ANSWER: Even the best companies rely on humans to operate them. Vapor Authority has several measures in place to check and double check orders prior to them being shipped, but we are not immune to human error. Please allow us to take this opportunity to sincerely apologize if you received the wrong item, and promise we will remedy the situation as rapidly as humanly possible.


SOLUTION: Please send us an email with your name and order number included. Let us know the item you ordered, and the item you received accidentally. We will then send you a return shipping label and ask that you send the incorrect item back to us. As soon as we receive the incorrect item, we will send you out the correct item immediately.



PROBLEM: I Received My Package, But There is an Item Missing from It.


ANSWER: Even the best companies rely on humans to operate them. Vapor Authority has several measures in place to check and double check orders prior to them being shipped, but we are not immune to human error. Please allow us to take this opportunity to sincerely apologize for the error, and promise we will remedy the situation as rapidly as humanly possible.

*Please keep in mind that we take daily inventory to ensure our system is always 100% accurate. In addition, all of the packages are video recorded and photographed prior to them being shipped. Therefore, we will always be certain as to whether or not we in fact forgot to include an item in your package.


SOLUTION: Please send us an email that includes both your order number as well as the missing item(s). We will then check our inventory and look through the video and photographs of your order to confirm we have in fact forgot to include an item. Once verified, we will immediately send you out the missing item(s).



PROBLEM: I Placed an Order, But I did Not Receive an Order Confirmation Email.


ANSWER: As soon as an order is placed, our system automatically sends an order confirmation email to the email address entered when the order was placed. The order confirmation email will list all of the items you ordered, along with your order number.

The vast majority of the time the order confirmation email has not reached you it is due to one of two reasons: (1) You made a typo when you entered your email address; or (2) the order confirmation email was filtered to your spam folder.


SOLUTION: If you have not received an order confirmation email, please first check your spam folder. If you have checked and the email is not there, please send us an email letting us know the problem. Please make sure to include the name the order is under as well as the correct email address. We will then cross-reference the correct email address with the one entered and fix any typos that may exist. We will then manually resend the order confirmation email to you. If the email address is correct, we will simply resend the order confirmation email to you and check to make sure you have received it.



PROBLEM: I Placed An Order, But I Did Not Receive A Shipping Confirmation Email.


ANSWER: The moment your shipping label is printed, our system automatically sends you a shipping confirmation email, which will include the shipping address as well as your tracking number.

If you have not received a shipping confirmation email, it is generally due to one of three reasons: (1) You made a typo when entering your email address when you placed your order; (2) the shipping confirmation email was filtered to your spam folder; or (3) the order has not been shipped yet.


SOLUTION: If you have not received a shipping confirmation email, please first begin by noting the time your order was placed and the current time of day. Orders placed by 2:00PM (Pacific Standard Time) will be shipped out the same day. Your order will be processed, packaged, and shipped by 5:00PM (Pacific Standard Time).

If your order was placed before the deadline, and it is past the delivery time, the next step will be to check your spam folder to see if the email has been filtered there.

If the shipping confirmation email is not in your spam folder, the next step would be to send us an email. Please make sure that the name the order is under as well as the correct email address is included in the email. We will then cross-reference the correct email address against that which was entered when the order was placed, correct any error, and resend you the shipping confirmation email.



PROBLEM: I Am Trying to Place an Order, But I Received an Error Message.


ANSWER: We sincerely apologize for any inconvenience you may be experiencing due to trouble processing your credit card. The vast majority of the time, there is a simple solution to help remedy the problem.


SOLUTION: If you are receiving an error message, please mind the error code to determine what specific error is occurring. Here are the most common error messages, and explanations/solutions for each:

(1) “Your Billing Information Does Not Match Your Credit Card”

• This is the most common error message our customers receive. This error message occurs when the billing address being entered does not match that which is associated with your credit card. At the minimum, your zip code will have to match what is recorded with your credit card company. If you receive this error message, and believe you are entering the correct address, please first contact your credit card company and make sure the address is correct. If it has been determined that you are indeed entering the correct address, please send us an email explaining the problem, and we will contact our merchant bank to help resolve the problem.

• If you are using a gift card, you will receive this error message if you have not first logged into the website printed on the back of the gift card to enter an address that will be associated with it. Please visit the website listed on the back of the credit card and properly register it so that you can then use it to make your purchase.

(2) “Unable to Verify Your Card ID Number”

• This error message occurs when the 3-digit security code on the back of your credit card does not match what is being entered into our system when you are placing your order. This 3-digit code can be found on the back of your credit card on the right sign of the signature strip. It is the last three digits of those numbers. If you have checked and are positive that you are entering the correct code, please first contact your credit card company and explain the problem to them. If they are unable to assist you, please send us an email and we will contact our merchant bank to help resolve the problem.

(3) “You Have Tried This Card Too Many Times, Please Contact Merchant”

• This error message appears if you have unsuccessfully attempted to place an order too many times. As a security measure, your credit card company will place a temporary hold on your credit card. To resolve this, please contact your credit card company in order to remove the hold and allow you to place your order.

*If you are receiving an error message not listed here, please first contact your credit card company. If you cannot resolve the problem, please send us an email that includes your full name and the error message you are receiving. We will then contact our merchant bank to help resolve the problem.

 

PROBLEM: I Am Trying to Place an Order, But My Credit Card is Declined.

 

ANSWER: We sincerely apologize for any inconvenience you may be experiencing due to trouble processing your credit card. The vast majority of the time, there is a simple solution to help remedy the problem.

 

SOLUTION: If your transaction is being declined, please mind the reason for this in order to determine what specific problem is occurring. Here are the most common declined transaction messages, and explanations/solutions for each:


(1) “Invalid CVV2 Number”
• This occurs when the 3-digit security code on the back of your credit card does not match what is being entered into our system when you are placing your order. This 3-digit code can be found on the back of your credit card on the right sign of the signature strip. It is the last three digits of those numbers. If you have checked and are positive that you are entering the correct code, please first contact your credit card company and explain the problem to them. If they are unable to assist you, please send us an email and we will contact our merchant bank to help resolve the problem.
 
(2) “Insufficient Funds on Card”
• This occurs when you are past your credit card limit or if there are not enough funds available to make the purchase. If you receive this message, please contact your credit card company to resolve the problem.

(3) “Declined Do Not Honor Card”
• This message occurs if you are attempting to use a credit card type that we do not accept, such as Diner's Club. If you receive this message, please try using a different credit card. We currently accept Visa, MasterCard, and Discover.


*If you are receiving a declined transaction not listed here, please first contact your credit card company. If you cannot resolve the problem, please send us an email that includes your full name and the error message you are receiving. We will then contact our merchant bank to help resolve the problem.

 

ADDITIONAL PROBLEMS: If you are experiencing any other problems, such as defective products or return requests, please refer to our Warranty Section.

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