Where is My Order?
Did your package stand you up with no call? Don't start singing the blues and eating pints of ice cream just yet.
Follow these steps to find the vape mail that got away:
If it's past the expected delivery date and the tracking number shows that it has been picked up:
1. Get your tracking number ready:
- Registered customers, you will be able to retrieve your tracking number from your account.
- If you checked out as a guest, you will need to find your confirmation email that contains your tracking number.
2. Call the respected mail carrier you chose at check out:
- USPS (800) 275-8777
- FedEx (800) 463-3339
3. When the CS Rep comes on the line, explain the situation with your package. Sometimes you will immediately have a resolution and explanation of delay for delivery. In that case they will be able to explain and give you an estimated time of arrival. If there is no noted reason for this delay, the CS rep will initiate a trace on your package.
If a trace has been initiated on your package:
1. Save both the tracking and trace number.
2. Follow up on or after the day that the mail carrier stated that they would follow up with a status update. This is where you will need to provide your trace and possibly tracking number to help speed up the search.
3. At this point, the CS Rep should be able to provide an explanation as to where your vape package is, what delayed the package and if you can expect your package to be delivered. Depending on the policies and guarantees of the mail carrier you picked at check out, you may be able to file a claim. Claims are usually made when the package was not delivered as stated by the carrier, lost or if any product was damaged during the process or missing.
If a claim is to be made:
1. Initiate the claim with the CS Rep.
2. Take down the claim number.
3. Call VOLCANO CS at (866) 866 - 6370 and provide the claim number as well as any other neccessary information about the situation. Our CS Team will handle the situation from here on out.
If it is well past the expected delivery date and there are no scans on your tracking number:
1. Make sure to have both your order number and tracking number:
- Registered Customers, you will be able to retrieve your tracking number from your account.
- If you checked out as a guest, you will need to find your confirmation email that contains your tracking number.
2. Call VOLCANO CS at (866) 866-6370 and inform them that the tracking for your package has no scans and you still have not received it.
3. Our CS Team will look into this situation and find a resolution and reason as soon as they can.
By taking these steps before calling our CS Team, you would have cut your wait time in half and found out where your package is straight from the source. If you are unable to go through these steps before contacting our CS Team for whatever reason, our CS Team would be more than happy to assist you in locating your package.