Are your products authentic?
- Yes. Premium Vape Supply strives to bring the best products at the best value while NOT compromising authenticity. We source our products either directly from manufacturers or from verified distributors. Most hardware will include an authentication card which will allow you to verify the product’s authenticity through the manufacturers website.
I’m having problems using my device, can you help?
- Effective August 8, 2016 the assistance we may provide is extremely limited. We are NOT able to repair your device or provide usage guidance as it would consider us a Tobacco Manufacturer. All products will be shipped to you EXACTLY as we have received them from the manufacturer. In certain cases we will accept a return and provide you a an unopened replacement device.
My product arrived damaged, can you help?
- If your product arrived damaged via the mail courier please contact us immediately. We will require picture evidence for our records. If the package or its contents are opened, leaking, or altered in any form please do NOT use them. We will provide a return label and provide a replacement or refund.
I cannot log in to my user account, how can I reset it?.
- You can reset your password here: https://www.premiumvapesupply.com/my-account/lost-password/ . In the event that resetting your password may not work, please feel free to contact us and we will further assist you with your issues.
Why are some product options missing?
- We may only carry some variations of a product or it may possibly be out of stock. For those reasons, you may not see all the product options available on the product page. You can contact us to check for availability at any time for any product on our website.
When will my order ship and where is the tracking number located?
- We will do our best to ship your order same business day or the next business day after your order is placed. If your order is delayed or backordered we will contact you. Orders may be delayed for age verification or payment verification, in which case we will contact you for additional information. Tracking numbers are uploaded to your order and are accessible in your “My Account” page or in the confirmation e-mail once the order is fulfilled and completed. Tracking numbers may not update immediately due to USPS. You can track your orders at www.usps.com. If you have any issues regarding your tracking number, or your order status, you may contact us for any inquiries or additional information.
My order was expected to arrive today based on the tracking information but did not, what can be done?
- Although USPS uses a very good tracking system for their packages, we cannot vouch for the accuracy of the tracking information . USPS First Class Mail and Priority Mail Services are not guaranteed for delivery on a specific date, even when an expected delivery date is given. To ensure a guarantee of your package arriving within a specific time-frame, we highly suggest using USPS Express Mail Service.
How do I apply a coupon?
- You can apply a coupon code by entering “My Cart” and typing it into the field of “Coupon Code”. This can also be entered during the checkout phase as well. You can see the percentage applied after the coupon has been entered, and the final amount of the discount. Please note that we do NOT allow multiple coupon codes to be used during checkout.
Why was my order placed on hold?
- All orders are “On Hold” status once submitted. If additional information is required for age verification you will see a notification once checkout is complete and we may attempt to contact you as well so as to notify you that additional information is needed. We may also attempt to contact you if additional information is needed for payment verification. Orders that require additional age or payment verification information will be held for three business days after the order is placed. If we are not able to contact you within this time frame and the required information is not received, we will cancel the order and void/refund payment. It is important that you provide accurate, current contact information with your order so that we can notify you and verify any necessary information as soon as possible. Once an order is approved and packaged for shipment the status will be updated to Completed.
- Effective August 8, 2016 we will be implementing Veratad Age Verification. If your order requires additional information for age verification you will see a notification once checkout is complete. We may attempt to contact you to for additional age verification information so that we can ensure you are at least 21 years of age.