FREQUENTLY ASKED QUESTIONS
My tracking says "Delivered" but I haven't received my package?
If your tracking states that your package has been delivered but you have yet to receive your order, please contact the carrier to get a detailed description of the delivery itself. Should you need to file a claim as the package was not delivered/missing, please do so. If you need further assistance regarding the claim please contact our Customer Service Representatives to help you.
*Once a package leaves our facility and is in the shippers' hands, we have no control over it and are not liable for any lost or damaged products.*
What if USPS Lost My Package?
All shipments will be issued a tracking number for your convenience and if you create an account with us, you will be notified as soon as your package is processed and be able to track those shipments directly from your account dashboard page. Orders are typically received within 3 to 5 business days depending on your shipping method and carrier.
We will not be held responsible for stolen or misplaced packages that are shown as delivered by the carrier.
We are committed to providing you with the best shipping service and if for whatever reason, you experience shipping issues, please reach out to our Customer Service Representatives and we will do whatever is in our power to make sure that you receive your goods on time and in full working order!
Once a package leaves our facility and is in the shipper's hands, we have no control over it. If the package becomes damaged, lost, stolen, or takes longer than expected, please reach out to the carrier and file a claim. If you need assistance filing a claim, please contact our Customer Service Representatives and they will be glad to assist you.
Why has my package not shipped yet?
While we do everything we can to ship out orders within 1 business day sometimes it may take up to 3 business days to ship your order. Our business days are Monday - Friday as we do not work Saturday and Sunday. We ask that you be patient with us, as customer satisfaction is our number one priority.
However, if it has been longer than 3 business days please reach out to a Customer Service Representative regarding your order. We may have put your order on hold for various reasons and may be trying to contact you as well.
You can contact customer service at firstname.lastname@example.org .
*Please give us a little extra time during 3-Day Holiday weekends as we do not work Federal Holidays or select Hawaii State Holidays. As well as weekends with sales, as we may be experiencing a high volume of orders.
What if I ordered the wrong item by mistake?
We understand that incorrect purchases can occur. For example maybe you intended to order your regular Tobacco Pure, but instead ordered Tobacco, or Menthol Burst versus Menthol.
In this case, please reach out to our Customer Service Representatives at email@example.com to request to return the incorrectly ordered product.
~We do not offer exchanges~
What if I did not receive items from my order?
If you have not received items in your recent order, we do apologize! We will work with you to get the items sent out as soon as possible.
To report the shipping error please follow this process.
Create a ticket with a Customer Service Representative, with the subject line "I did not receive an item(s) in my order."
Click here to see a photo or copy of your packing slip showing the handwritten letters and numbers.
In the body portion of the ticket, please describe what you ordered and how many, also include what you did not receive from your order.
As soon as our Customer Service Representative receives the ticket or message, they will contact our Shipping Department to get the error verified and documented. We do this so we can improve our Shipping Process and provide the best possible service we can.
Once the error is documented and verified, we will send out the missing item(s).
At this point you will receive verification from a Customer Service Representative that the error was verified with tracking for your missing items.
Your missing items will arrive!
What if I received the wrong Items?
If you have received incorrect items in your order, we do apologize. We will work with you to get the correct items sent out as soon as possible and get the incorrect items sent back to our warehouse.
To report the Shipping Error please follow this process.
Please email firstname.lastname@example.org, with the subject line "I received the wrong item(s)."
Click here to view a photo of the incorrect item sent in error on top of the packing slip. Please make sure that the handwritten initials and shipping code can be seen in the photo(s).
In the body portion of the ticket, please describe what you ordered and how many, and what you actually received.
As soon as our Customer Service Representative receives the message, they will contact our Shipping Department to get the error verified and documented. We do this so we can improve our Shipping Process and provide the best possible service we can.
Once the error is documented and verified, we will send out the correct item(s) along with a prepaid shipping label and a new package for you to ship us back the incorrect items.
At this point, you will receive verification from a Customer Service Representative that the error was verified with tracking for your correct items.
When your correct item(s) arrives, please package the incorrect item(s) in the provided package and place the prepaid label on the package. Then please ship it back to us as soon as possible.
What if I can't log in to my account
Please do not create a new account if you already have one with us.If you need to make a purchase in the interim, feel free to check out as a guest and we can apply your points at a later time.
Please check your inbox and spam folders for the account activation email we'll be sending over for more information on how to activate your user account.
If you have yet to receive the account activation email, please reach out to our Customer Service Representatives to request a new link be sent out to you!
What does our Warranty not cover?
All heating elements and tanks: Due to the normal usage and limited life expectancy of atomizers, cartomizers, heating coils, and tanks, we offer no warranty on these items.
Batteries, Chargers, and Charging Packs: Our limited warranty covers only those defects that arise as a result of normal use of the product and does not cover any other problems, including those that arise as a result of:
- improper maintenance or modification;
- parts or supplies not provided or supported by Volcano;
- operation outside the product’s specifications; or
- unauthorized modification or misuse.
BATTERY FAILURE DUE TO FLOODING IS NOT COVERED UNDER OUR WARRANTY.
Items lost in transit: Once an item is shipped and a tracking number is provided, Volcano shall not be responsible for receipt of your package.
Products that are discontinued or no longer carried: Any product that may be discontinued or no longer supported through our line of product offerings will cease to be covered under our warranty replacement policy effective the time of discontinuance.
Liquids, Accessories, and Swag: Liquids, T-shirts, hats, and other accessories and "swag" are not covered under our warranty and are provided as-is.
We do not honor warranties on products purchased from other third party websites/stores.
Devices purchased over 90 Days Prior. Unfortunately once your device is older than 90 days, we will no longer accept a warranty on the device. We do apologize, however once it reaches a certain age of usage, there are too many factors that can go into the defectiveness of a device.
Device exceptions. The warranty will be considered void if the product has been tampered with in any way, has been used in an improper manner, is damaged through improper use or normal wear and tear, acts of God, negligence and/or abuse.
Should you have any other questions or concerns please do not hesitate to contact our Customer Service Representatives.
What is your Warranty Policy?
Volcano offers a 90 day limited warranty on all devices we carry.* Please advise the following, regarding our Warranty Policy.
Original packaging must be sent in with the defective device. Manufacturers will not accept and honor warranties without it.
You will be sent a prepaid label via Email. Please contact our Customer Service Representatives via email at email@example.com. At this point the Representative assigned to your RMA will send you a prepaid label for you to ship the defective device.**
Sending in your device. Please fill out our Return Merchandise Form and send with your defective item.
Our 90 Day Warranty is subject to DENIAL due to the following.***
The product being tampered with in any way. (i.e being taken apart)
Normal wear and tear.
Negligence and/or abuse including but not limited to dropping, overheating, and saturating with liquid.
You do not have a copy of the original purchase receipt and/or proof of purchase in our system.
Operation outside the product’s specifications.
Unauthorized modification or misuse.
Battery failure due to flooding or misuse.
This warranty will not cover any personal items or consumable goods and attachments including, but not limited to, an atomizer, drip tip or lanyard.
Charging an external battery device with the provided USB cable.
Approval/Denial of Warranty. Upon receiving the defective device, our Customer Service Representative will contact you regarding whether the Warranty was approved or denied. Upon approval we will send a replacement, at no cost (shipping included) to you. Should the device be deemed unfit for our Warranty, we will contact and give reason for the denial. At that point, the defective device will then be sent back to you.
Dead on Arrival Devices. If you have received a device and upon opening you realize that the device is not functioning, reach out to our Customer Service Representatives immediately and they will be able to assist you further. If you do not reach out as soon as possible, the warranty may be turned down.***
Dead on arrival devices may also include, cracked glasses****, no power, or screen malfunctions.
**Our warranty does not include devices intended for the use of cartridges (i.e DazzVape, U-Key etc)
**DO NOT send in your defective device without contacting the Customer Service Representative. It will be sent back without examination.
**VOLCANO reserves the right of final decision in all warranty cases. VOLCANO may revise the content of this warranty at any given time without notice. When it comes to DOA devices, if you do not reach out to us immediately we have no way of telling if the device truly arrived in the condition stated. Please reach out as soon as possible, that way we can continue to provide the best possible service we can as well as resolve the matter in the most efficient manner possible.
**Cracked Glass only applies to Starter Kits, with tanks included. If you receive a kit with cracked glass upon opening the packaging, please take a photo and send it to our Customer Service Representatives with a detailed message, that way we can get the replacement process started as soon as possible.
Why do I have to use an online age checker?
We've partnered with Agechecker.net to perform age verifications on every transaction conducted on our site.
We employ state of the art age-verification technologies to ensure that these products don't end up in the hands of underage persons.
To learn more please see our age verification page here.
How do I redeem my points or rewards online?
In our online store you can redeem your points for discounts or various rewards. This is done through our rewards tab online.
Redeeming your rewards and using them online step by step.
1) Go to volcanoecigs.com and click on the rewards tab.
2) Log into your account if you are not already logged in.
3) On the first page of the rewards tab, select the reward you want to redeem and click the "claim reward" button.
4) Click "OK" on the confirmation pop up window.
5) In the rewards tab you will now see a coupon code in that reward spot. Copy that coupon code.
6) Enter the coupon code from step 5 into the coupon code field during checkout.
*Once a reward has been redeemed (turned into a coupon) you can not undo this. Coupon codes can not be used in-store and can only be used online.
What are VOLCANO rewards?
VOLCANO rewards are one of the many ways we try to reward our customers for continually shopping at VOLCANO eCigs. Shopping with us will earn you points that you can later exchange for discounts or other offers. You can also earn rewards by participating in specific promotions or doing things such as referring a friend. The rewards you earn in store can be used online as well and what you earn online can be used in store.
To see what rewards are currently available click the rewards tab on our website or stop by one of our stores and ask a sales associate for details.
What are Atomizers & Coils?
Atomizers, also referred to as coils, are the main heating component of your tank. The atomizer is necessary to the functionality of vaping. Atomizers create the vapor production and control the production levels as well. Atomizers are also a disposable portion of your vape device, and because of this, they may quit working at points, or simply burn out. Here are a few tips and tricks regarding atomizers.
Why is my device reading "No Atomizer/Coil"?
Before use of any device/tank, be sure to check and see if the ohms that are printed on the coil (also labeled on the box for the coils) , are the same as what is stated on the device. Too low of ohms can and will be dangerous.
Check to see if the device is indeed on and charged.
If the device is on and it is reading "No Atomizer/Coil," please try placing your tank onto a different device. If at this point the atomizer/coil does function properly, the problem is not your atomizer/coil, it is actually a problem within your device.*
Examine the atomizer/coil for any damage, bent posts or over-usage (burnt coil). If there are signs of damage to the coil, for your safety please throw away the coil properly and install a new one.
There is always the chance of receiving a "dud" coil. In this case, please remove the "dud" and place it with a new one. If this does continue to be problematic, please contact Customer Service.
I put my tank on a new device and it is now functioning fine?
If you follow the steps for troubleshooting the atomizer, and you found that it was actually your device and not the atomizer itself. Please check out our RMA Article, to see if you qualify for our warranty.
When the device is at fault for the "No Atomizer" reading, it is typically caused by damage to the 510** or a short within the device. At this point, your device is rendered useless.
I have a stick device and it is not firing?
If your stick device is flashing multiple times when you attempt to use it, there is a good chance that your coil is bad. Or your 510 could be damaged as well, even though this is less common in stick devices, it can occur.
Please follow the same steps above, to troubleshoot your device.
However, with stick devices there is still the possibility of shortages within the device. Please direct your attention to the user manual provided in the box of the purchased device, to see what code means what for your device.
*Please contact Customer Service as they will be able to provide RMA services for you. However, most of the time 510 damage is deemed as a user error problem, typically caused by dropping or misuse. Which in turn does void our warranty. Please read our RMA Article to see if you qualify.
**A 510 connector is the pin inside the device that funnels the power from the batteries to the tank and coil.
What about Battery safety and information?
Always keep rechargeable batteries in a case. Never keep them in your pocket or purse. Metal objects such as loose change and keys can short the battery and cause severe injury.
Lithium-ion batteries are volatile. They may burn or explode with improper use. Do not use or charge with non-approved devices. Overuse of vaping apparatus may cause this product to overheat, malfunction, and/or may cause burns.
Do not leave this product unattended while charging anytime or overnight, and do not charge it in your vehicle.
Keep away from high heat, direct sunlight, cold temperatures, humidity and water.
Do not mix new and used batteries or different brands.
If the battery or device looks damaged, do not use it.
Never drop, damage, or tamper with the batteries.
Do not throw batteries into fire.
Always turn off your vaping device in between uses.
Please recycle or dispose according to local law.
Charging External Batteries (18650;20700;21700 etc) Properly:
We do not recommend charging external batteries with a USB cable as this can lead to the following --
Overheating of the device and batteries
Not fully charging the batteries, leading to a shorter lifespan.
Over-charging the batteries.
Potential shortage of batteries.
Potential shortage of devices.
We do recommend purchasing a 2-Bay or 4-Bay battery charger, as these provide charging "caps" which will turn off charging once batteries are fully charged, limiting the chance of shortages within the batteries.
We currently carry various Efest chargers, which are some of the most reputable battery chargers in the industry.
Charging Internal Battery Devices:
Charge with the provided USB Cable.
Do not charge overnight, in your vehicle or unattended.
Do not charge longer than 5 hours, depending on the size of the battery.
Overcharging batteries can cause overheating, and eventual shortage of battery/device.