Shipping and Handling

VAPOR AUTHORITY SHIPPING INFORMATION

 

When Will My Package Be Shipped?

Monday - Friday: All orders placed by 12:00PM (Pacific Standard Time) will be shipped out the same day.

Saturday: All orders placed by 11:00AM (Pacific Standard Time) will be shipped out the same day.

Sunday: Post office is closed - all orders will be shipped out on Monday (except when the post office is closed due to holidays)

 

How Long Will It Take for My Order to Reach Me?

The amount of time it takes for your package to reach you depends on certain factors:

  1. The shipping method you have selected.
  2. Where you are located.
  3. How busy USPS is at the time. Inclement weather. During high seasons, such as Christmas, Valentine's Day, and Mother's Day, and when Federal holidays fall on a Monday, USPS takes much longer to deliver the packages than through the normal course of the year.

 

Here are some general guidelines for USPS delivery times. Please note, however, that these are solely estimates and are not guaranteed delivery times:

USPS First Class Mail: Generally takes between 3 - 7 days for delivery

USPS Priority Mail: Generally takes between 2 - 4 days for delivery

USPS Priority Mail Express: Generally takes between 1 - 2 days for delivery

*Please Note: UPS and FedEx are much more reliable with respect to their shipping times than is USPS.

 

SHIPPING-RELATED PROBLEMS


PROBLEM: My Tracking Number is Not Being Updated

ANSWER: If you have been provided with a tracking number that USPS is not updating, let us first offer you our most sincere apologies. We definitely share your frustration, as Vapor Authority pays extra fees to make sure each and every package is accompanied by a tracking number. Please note that tracking number are generally not updated by USPS until 7:00PM (Pacific Standard Time). Unfortunately, once the package has been handed over to the post office, it is then up to USPS to scan the tracking number at each stage of the delivery process in order to provide you with updated tracking information.

Sometimes USPS fails to update the tracking information as they should be. Rest assured this does not mean that your package has not been shipped. We stand behind our policy of shipping your packages the same day the order is placed, if ordered by 2:00PM (Pacific Standard Time). Even if the tracking number only reads “Shipping Label Created” or “Arrived at USPS Sort Facility,” you can be confident that your order has been shipped and is on the way to you.

 

PROBLEM: The Tracking Number Shows My Package as Having Been Delivered, But I Did Not Receive My Package.

ANSWER: We are extremely sorry if your order shows as having been delivered, but the package is not in your possession. We pay an additional fee in order for each package to be accompanied by a tracking number. This is for your benefit so that you can track your order as it is in route to you, as well as allowing us to verify the package has indeed reached you.

If the tracking information states that the order has been delivered, we unfortunately must determine that this is in fact the case. This is because a company policy whereby we send out a second package or issue a refund when a claim is made that the original order never reached our customer is not sustainable. Many individuals would take advantage of this, and would claim a lost package when they in fact did receive it. As such, Vapor Authority cannot offer guarantees for package delivery under any circumstance. However, rest assured that we will not leave you to fend for yourself in the event that this occurs. We will help you through all the steps necessary to file a claim with USPS.

It is very important to note that in the event that your tracking number shows that the package has been delivered, but has not reached you, you must notify us within 24 hours of the time the package was marked as having been delivered. We sincerely apologize, but if we are not informed within the 24-hour time-frame, there will be no recourse available.

Before you panic, please attempt the following solutions, as the vast majority of the time one of the following will resolve the problem:


SOLUTION 1: Often times, when the package shows as having been delivered, it is left with the manager or leasing office of your apartment / condominium complex. Please check with them to see if they have your package.

 

SOLUTION 2: Most condominium and apartment complexes provide the residents with a small mailbox that can only fit envelopes and magazines, but cannot fit boxes and packages. When a resident receives a package, the postman will place it in a larger mailbox dedicated for larger items, then will place the key inside of your mailbox. Please check for this key to see if that is where it has been left for you.

 

SOLUTION 3: Sometimes when the package shows as having been delivered, but you don’t have the package it is because you made a minor typo when entering your shipping address. For example, you typed the street address as “3465” rather than “4365.” Please check your shipping confirmation email to see what address was entered. If you realize that the wrong address was entered, you can go to the address it was delivered to and attempt to recover your package.

 

SOLUTION 3: If none of the above solutions resolves the issue, please immediately call or visit your nearest post office. Please provide them your tracking number and any information they request, then ask to speak to a supervisor or the Post Master. Once you are in touch with a supervisor or Post Master, ask him/her to confirm with the specific carrier who delivered the package to your address to confirm that it was in fact delivered, and if so, specifically where the package was left.

We have seen a package recovery of nearly 100% with a physical visit to the local post office, as well as a conversation with the Post Master.



PROBLEM: It Has Been Several Days Since I Placed My Order, and I Have Still Not Received My Package.

ANSWER: Please first allow us to apologize for the delay in receiving your package. We know how frustrating it can be to expect an item to be delivered by a certain date, but fails to reach you—particularly when you are very excited about receiving your order. Please understand that Vapor Authority takes painstaking measures to get your orders out as quickly as possible. Orders placed by 2:00PM (Pacific Standard Time) are shipped out the same day. Orders placed after that time will ship out the very next business day.

We wholeheartedly wish that we had full control over the entire delivery process, but unfortunately, once the package has been handed to the post office, we are then completely at their mercy. We have no control whatsoever over delivery times once the package has been placed in the possession of USPS. We completely understand your frustration, but please know that there is absolutely nothing we can do.

We have spoken to USPS countless times regarding this, and they have repeatedly told us that they do not guarantee delivery times whatsoever, with the sole exception of Priority Mail Express 1-Day packages. Even Priority Mail, which claims to be 2-Day or 3-Day, is not guaranteed by USPS. Although they generally do get the packages to you within the estimated time period, they do not guarantee that this will in fact occur.

 

For your reference, here are the estimated (not guaranteed) delivery times for packages:

First Class: Although USPS claims that First Class Mail takes 3 days on average, we have seen it take as long as 10 days, depending on your location and the time of year. During the holidays, USPS takes a substantially longer period to deliver mail due to the overwhelming number of packages being shipped at that time. Generally, however, First Class Mail takes between 3 – 5 days.

Priority Mail: USPS estimates that Priority Mail takes between 2 to 3 days for delivery, based on your location and time of year.

Express Mail: Priority Mail Express is USPS’ overnight delivery service. It is important to note that in order for a package to be delivered the very next business day, the order must be in no later than 12:00PM (Pacific Standard Time), as Priority Express packages must be handed to USPS by 1:00AM (Pacific Standard Time) to meet their deadline.

 

PROBLEM: I Did Not Receive My Package – What Do I Do?

ANSWER: We are extremely sorry that you have not received your package. We genuinely share your frustration and will do everything in our power to assist you. Please understand that we take very costly and painstaking measures to offer the fastest shipping, lowest prices, and best customer service in the industry. However, unfortunately the one aspect of the delivery process that we have absolutely no control over is once the package has been handed over to the Post Office. At that point we are regretfully completely at their mercy. Please rest assured that we will not leave you to deal with this on your own—we will work with you diligently to help resolve the problem.

If you are experiencing this issue, please follow the following process so that we can best assist you.

 

Step 1: Shoot Us an Email Alerting Us as To This Problem

Let us know that you did not receive the package so that we can make a note of it in our system. This way, if the package does not arrive, we will be able to locate your file and help you with the process of filing a claim with USPS.

 

Step 2: Contact The Post Office

Please wait 15 days from the date the package was handed to the post office before contacting them. This is because filing a case with USPS prior to the 15-day mark will do nothing but sweep the problem under the rug. USPS does not allow for any investigation or insurance claim until the 15-day period as passed.

After the 15-day period, please then contact your post office. As soon as you have alerted us as to the situation, please immediately contact the Post Office and start a case with them. They will take down your information and provide you with a case number. Once you have the case number, please send us a follow-up email letting us know what the case number is.

In addition, we have seen a near 100% recovery rate

For your reference, this is USPS’ phone number:

USPS Customer Service Line: 1-800-275-8777

The vast majority of the time, USPS will ultimately track down your package and deliver it to you, albeit later than expected. However, if USPS cannot track your package and fail to adequately assist you, please call us so that we can step in and do everything in our power to help locate your package.

 

INTERNATIONAL PROBLEMS

Vapor Authority ships internationally to many countries across the globe. We are constantly working on adding more countries to the list; however, if your country is not an option when you are entering your shipping address, we have unfortunately not yet opened up to your location.

Please make sure that you understand the laws regarding electronic cigarettes in your country. Vapor Authority cannot be responsible for packages that are ceased by customs due to law prohibiting the sale of electronic cigarette devices.

Please note that Vapor Authority cannot pay the duty fees and taxes that your country may require for imported goods. Once your package passes through customs, they may require you to pay a small customs tax, which is standard for any country.

Please note that if you select USPS as your shipping provider, the tracking number will only be updated up until the point that your package reaches your country. This is because USPS hands the package to your local post office to complete the delivery.

Important Note: Vapor Authority does not assume any liability for packages shipped internationally once the package has been handed to the delivery company

Please make sure that you understand and agree to the statements in our Shipping section prior to placing your order.

Vapor Authority reserves the right to refuse sales.

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