Shipping, Returns, & Warranty

PACT ACT VAPE MAIL ANNOUNCEMENT

  

IMPORTANT UPDATE: VOLCANO will continue to ship with USPS until they are no longer available. This change can occur at any time so please take this time to stock up on adequate stock. 

Due to Pact Act regulations, all shipments are sent via adult signature required on delivery.  Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. VOLCANO is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user in addition to no adult signature recipient present.

COVID-19 UPDATE: Our warehouse is fully operational and shipping orders per usual with a focus on staff safety. Postal Service Priority Mail® packages may temporarily require more time to be delivered due to limited transportation availability as a result of the Coronavirus (COVID-19) pandemic. We appreciate your understanding during this time.

When will my order ship?

Orders are shipped within 24 hours Monday-Friday, excluding Federal & Hawaii state holidays. We offer same-day dispatch for orders placed before 12:00 PM HST Monday-Friday.

Once USPS Shipping is no longer available for vapor products, the service coverage will be severely impacted and we may not be able to serve our entire customer base. The expected last day to service nationwide with USPS orders is April 26, or until the Final Ruling is released. We highly encourage customers to stock up for adequate inventory reserves. Read our PACT Act Announcement for more details.

State Regulations:

Due to State rules and regulations in the ongoing Youth Prevention efforts, we are unable to process or ship any orders to the states of Arkansas, Maine, Utah, and Vermont at this time.

For the State of New York, New Jersey, Massachusetts and Rhode Island, we are unable to ship any flavored E-Liquids to customers located within these jurisdictions at this time, regardless of the nicotine strength. The same rule will apply to the City of Chicago. We are only able to ship out Tobacco E-Liquid to these states so be sure to remove any flavored E-Liquid in order to check out. Orders with flavored E-Liquids will be removed and cancelled from the order, subject to entire order being cancelled and refunded while the rest of the package will be processed normally.

For the State of Maryland, we are unable to ship any Disposable Vape to customers located within the state due to local regulation that was put in place.

For the City of San Francisco and Anchorage, we are unable to ship any vaping products to customers located within the city due to local regulation regarding the sale of vaping products.

Adult Signature Fee: In accordance with local jurisdiction and laws, all orders requires the use of Adult Signature Confirmation (21+) upon delivery for packages containing e-cigarette related products. To receive this package, the recipient is required to show a proper form of government photo identification to the delivery employee for age confirmation. This delivery service requires an additional charge of $5 and the rates will be reflected during the checkout process.

If it's more convenient for you, we're able to ship your vape gears to a business address. During COVID-19, customers are still subject to Adult Signature Fees as USPS have a new procedure in place to validate the order while adhering to new safety standards during the deliver process.

Shipping Options:

*All orders are shipped via USPS Priority Mail with Adult Signature Required (21+) and are subject to a $5.00 Adult Signature Fee unless order value is over $75 before taxes.

  1. Free Shipping on Orders $75
  2. $7.30 for Orders less than $75 (+$5.00 Adult Signature Fee)

PLEASE NOTE: If you use a discount code on your order and the total is discounted below the Free Shipping price point, free shipping will not be available.

Order Tracking

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. 

Shipping & Handling Time

Orders are typically shipped within 24 hours on business days and may take 2-5 business days to deliver once dispatched from our shipping warehouse. With more questions about shipping, please contact USPS.

Note: During busy holiday seasons and after holiday sales, processing can take up to 3 business days. Our team works hard every day to ensure customers receive packages as soon as possible so we greatly appreciate your patience. 

All orders $150 and above are phone verified before our shipping team releases the items for shipment. Please answer your phone from our shipping team who will verify your order and address.

All Shipping Disclaimers

We do not ship to third party addresses.

Once a package leaves our facility, we have no control over the transit. If this package becomes damaged, lost, stolen, or takes longer than expected to arrive please contact USPS regarding your shipment and file a claim with them.

Any orders placed the day before a holiday can be expected to ship the next business day, but can take up to 24 business hours to ship out. If there is ever an issue that prevents us from shipping your order within 24 business hours, you will be contacted by a customer service representative ahead of time to resolve the issue in a timely manner so that your package can be mailed as soon as possible. 

We can not be held liable for shipping delays due to weather conditions. We are not responsible for and can not be held liable for any orders that are shown as delivered by your respective carrier but are not received by you. Furthermore, we can not be held liable for any damages or lost items due to shipping. 

Warranty

We offer a limited 90-day limited manufacturer defect warranty on vaping devices and accessories. This warranty is subject to the Terms and Conditions of purchase set forth here on our website. The warranty will be considered void if the product has been tampered with in any way, has been used with parts other than those sold and supplied by VOLCANO, is damaged through improper use, normal wear and tear, acts of God, negligence and/or abuse.


Warranty Limitations

Note: We do not honor warranties on products purchased from other third party websites/stores.  You must have a valid sales receipt from us in order to file a warranty claim on any product we retail.

The 90-day limited warranty is valid on vaping devices and other electronic products. All warranties come with the following limitations:

  1. All heating elements and tanks: Due to the normal usage and limited life expectancy of any atomizers, coils, and tanks, we offer no warranty on these items.
  2. 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: (i) improper maintenance or modification; (ii) parts or supplies not provided or supported by Volcano; (iii) operation outside the product’s specifications; or (iv) unauthorized modification or misuse. Battery failure due to flooding is not covered under our warranty.
  3. Disposable vapes, eLiquids, Accessories: Disposable vapes, eLiquids, accessories, and "swag" are not covered under our warranty and are provided as-is.
  4. 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.
  5. 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.
  6. Improper and/or unsafe use:  Failure to follow these safety instructions could result in serious injury or damage. Users of our products do so at their own risk. Neither VOLCANO nor its retailers assume any responsibility or liability associated with the improper use of our products.
  7. Customer error: Returns are not prepaid or credited for customer errors (i.e. customer orders the wrong product and wants a refund or credit).

*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.

Returns

We offer a 30 day return policy on all unopened and unused goods. Products must be in their original, unopened packaging in order to be returned. Due to the fact that our product is a consumable and can not be repackaged or resold like most other consumer products, we do not offer a full money-back guarantee. 

However, customer satisfaction is our top priority and to further ensure that you are satisfied with your product, we do offer a limited warranty against any and all manufacturing defects as stipulated above under the warranty section.

Initiating a return

There are three different types of product return situations. 

  • 1) RMA Warranty (Defective devices covered under 90-Day warranty.
  • 2) Customer ordered the wrong item by mistake and wants to return the item
  • 3) Shipping error (VOLCANO sent the wrong item to customer)

1) RMA Warranty Return

If you feel that you have received a defective item and would like to initiate a return under the terms of our warranty plan, you will first be required to create an account with us if you do not have one, so you can submit a ticket to our customer service department explaining your warranty related issues.

If after receiving your ticket and the item has been deemed eligible for replacement under our warranty program, our customer service team will send you a printable prepaid return postage. 

Once you receive a prepaid label, you must send the defective product back within 3 business days of receipt. The prepaid label will be void after 3 business days and we will be unable to process the RMA. 

An  RMA form (sent by email after RMA process is started) must also be completed and returned with your defective item.  Upon receipt of the defective item, our team will inspect and test the item to ensure it falls under our warranty replacement guidelines. Then we will communicate the status of said RMA through the ticket system that is tied to your account, and will initiate the replacement of the item. 

We reserve the right to refuse replacement if we find that the item does not meet the guidelines of our warranty replacement program as outlined above. If an item is refused replacement it will be returned to you along with an explanation as to why the item was refused. 

All refused items and/or approved replacements will be given a tracking number which will be communicated through the ticket system to you so that you are aware of the status of your RMA item(s).

2) Customer ordered the wrong item by mistake and wants to return the item

If during the ordering process a customer orders an item by mistake and receives the item via order shipment - we do offer a 30-day return policy if the product is unopened and sealed in its original packaging. Return Shipping is at the cost of the customer. Please reach out to our customer service department before shipping back your item.

3) Shipping error (VOLCANO sent the wrong item to customer)

If you received the wrong item in your shipment, we apologize. We want to correct this for you. Please contact our customer service team right away. We will require a photo of the packing slip from the shipment (available in your package). After receiving the photo our support team will verify the shipping error. Once verified, we will send you your correct item along with a return shipping label and package to send back the incorrect item to us.