COVID-19 UPDATE: Our warehouse is fully operational and shipping orders per usual with a focus on staff safety. Postal Service Priority Mail® products and First-Class® 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 difficult time.
Please note we will be offline 11/26/20 - 11/27/20. We will be in normal shipping and support service operations resuming 11/30/20. Mahalo.
When will my order ship?
Orders are shipped within 24 hours Monday-Friday, excluding national & Hawaii state holidays. We offer same-day dispatch for orders placed before 12:00 PM HST.
- FREE* USPS First Class Mail Shipping on all orders over $29.99
- FREE* USPS Priority Mail Shipping on orders over $50
- FREE* FedEx 2Day Shipping on orders over $100
- USPS Flat Rate shipping in both Priority and Express
*US domestic shipping only
Free Shipping Offer
If your total purchase amount qualifies you for a free shipping option, during checkout you will see a new shipping option listed as "FREE" - please be sure to select the FREE shipping option.
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.
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 received within 2 to 5 business days depending on your shipping method and carrier. If you have any questions about shipping times, we encourage you to visit your carriers website for more information.
Note: During the busy holiday season and after holiday sales, processing can take up to 3 business days (usually 12 business hours). Our team works hard everyday to ensure customers receive packages as soon as possible so we greatly appreciate your patience.
We process orders from 8:00AM HST - 4PM HST on weekdays. We do not process orders on Saturdays, Sundays, State of Hawaii and U.S Federal Holidays.
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.
Please note that FedEx does not require a signature to deliver your package. If you are not home at the time of delivery, FedEx will simply leave the package at your door step. This has caused issues for some customers who live in communal dwellings. Please beware of this fact when choosing FedEx as your carrier. We will not be held responsible for stolen or misplaced packages that are shown as delivered by the carrier.
FedEx does not ship to P.O. Boxes and also does not deliver on weekends.
FedEx does not ship to Guam, so we cannot ship orders via FedEx.
All Shipping Disclaimers:
We do not ship to third party addresses.
Once a package leaves our facility and is in the shippers hands, we have no control over it. If this package becomes damaged, lost, stolen, or takes longer than expected to arrive please contact USPS or FedEx regarding your shipment and file a claim with them.
As much as we wished that all of our shipping carriers worked 365 Days a year; they do not. USPS does deliver on Saturday and FedEx does not deliver on the weekends. Any order placed between Friday, 12:00pm noon and Sunday will be normally shipped out the following Monday.
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.
We are committed to providing you with the best shipping service and if for whatever reason, you experience shipping issues, please contact us and we will do whatever is in our power to make sure that you receive your goods on time and in full working order!
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.
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:
- 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: (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.
- Disposable vapes, eLiquids, Accessories: Disposable vapes, eLiquids, accessories and "swag" are not covered under our warranty and are provided as-is.
- 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.
- 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.
- 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.
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.
Please be aware of the international regulations regarding e-cigarettes and nicotine for your country.
Because these orders require more work, international orders are not always sent out within 24 business hours.
Japanese Customers / Nicotine E-liquid Shipping & Shipments to Japan:
Please order through our Japanese website, accessible here. All Japanese citizens are able to purchase and import up to 120MLs. There are currently no limitations on e-liquid that do not contain nicotine.
Shipment costs vary depending on location. Prices vary greatly between metropolitan and rural addresses. Please be aware of this fact.
You will be responsible for shipping fees to return a unit to us for testing. We will cover the shipping for any qualifying replacement if your unit is in fact deemed defective or replaceable under the terms of our warranty policy. If the unit tested is found to be in normal working order, we will pay to return that same unit to you.
Please keep in mind that we will not necessarily send your return shipment using the same shipping service used to send in your device for testing.
VOLCANO will be released from any and all liabilities and/or responsibilities for packages once packed and shipped. If your package is confiscated by customs, is lost in transit, or stolen, you must understand that you will not be refunded any portion of the amount spent with VOLCANO. You must also understand that another package will not be re-shipped in its place.
You will also be responsible for any duties and taxes charged for the delivery of the shipment.