Shipping Policy
We try to ship all orders that get placed prior to 1:00 PM CST the same day. In some situations though it may take up to two business days to process and ship your order. Items not available/in-stock will ship as soon as they become in stock.
At this time we only ship to Canadian addresses. Available options are Canada Post Expedited. A flat rate charge of $20 will be applied to all shipments. We do however offer free shipping with any purchases over $99 (before taxes).
Proof of Age Required
We utilize Canada Post's Proof of Age (Age of Majority) option on every single package, no exceptions.
Because this option is being used, a signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package.
Any packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund. We will ask for proof of age on all packages!
Please do not place an order if you are not of age in your province of residence.
Order Processing
We process all in-stock orders 5 days a week, Monday - Friday (excluding Canadian holidays).
Please note, if you have received a tracking number during a weekend or major holiday, your order has been processed for shipment, but it is not picked up by Canada Post until the next business day.
We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
Typically, In-stock orders placed before 12:00 PM CST will go out the same day.
Carrier Restrictions
Canada Post does not deliver packages on Saturday or Sunday, or on major Canadian holidays.
We only ship using Canada Post.
Tracking
Tracking numbers are automatically generated when we print your shipping label during order processing. An email containing the tracking number is then sent to the email address you provided during checkout.
Customers can track their packages using http://www.canadapost.ca
May take up to one business day to view your tracking number.
Return Policy
We offer a 30 day return policy on any DOA (dead on arrival) or unused and factory sealed items. After 30 days, we are unable to offer an exchange or refund.
Inspect and test all products upon receipt as the 30-day return window begins regardless of whether the products were opened or not.
After the return period ends, we will try our best to assist you with any possible defect that may arise.
Consumable items are always a final sale, and not eligible for return. (e-juice, coils, tanks, accessories, drip trips, replacement parts, wire, cotton, ect.)
Return shipping is the responsibility of the customer. Please contact us at [email protected] to initiate an RMA before shipping any items back to us. Proof of purchase is required for all returns.
Warranty Policy
We offer 30 days warranty starting the date of delivery. Return shipping is the responsibility of the customer and Vape Haven will assume all cost in shipping the item back to the customer.
What is not covered by our warranty?
- E-liquids, Atomizers, Tanks, Rebuildable products, batteries (unless DOA), chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT covered.
- Failure/damage caused due to improper use or unauthorized repair
- Failure/damage as a result of excessive force such as dropping or abuse
- Failure/damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
- Damage/failure caused by improper use. This includes water damage, juice spillage, and fire damage.
- Tanks that are leaking are not covered under warranty
- Loss or damage due to missing components
- Stripped/damaged threads, crooked 510 connection due to over tightening
- Damage to the finish (cosmetic issues), or scratches from a brushed finish.
- Rattling or sticky buttons
- Modifying a product in any way, automatically voids the warranty.
- Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
- Items outside of our warranty period
What is covered by our warranty?
- Charging port issues
- LED screen issues
- Battery issues (turning off when firing, etc)
- Unit auto firing
- Chip malfunctions
Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).
Wrong or Missing Order Item(s)
If we make an error when fulfilling your order, please contact us within 5 days of receiving your package. A brief email to [email protected] letting us know of an error is the quickest way of informing us. We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience.
Incorrectly received items must be returned to us. We will provide you with a prepaid return label via mail to send back the product(s) free of charge. If we do not receive the item(s) within 30 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).
Product Exchanges
Items that are DOA (dead on arrival) or still under warranty, are eligible for exchange only. We will exchange the item with the exact same item, in the exact same colour (if available). Exceptions may apply if the item is no longer being actively stocked.
We cannot offer store credit or refunds on warranty exchanges.
Refunds & Store Credit
We are unable to issue refunds to any form of payment other than the original credit card used to make your purchase.
We are unable to issue a refund via Interac E-Transfer, Cash, Debit Card or Cheque. If you purchased using Interac E-Transfer, Debit Card, Cash or Cheque, you will receive store credit.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit in the form of a coupon (coupon code will be provided) for the value of the returned product(s) after receipt and inspection of returned merchandise.
The coupon code can be used on the checkout page.
Original shipping fees may be deducted from a refund unless the return is the result of our error.
Please note: we cannot process return or refund requests without proof of purchase.
Non-returnable & Final Sale Items
All clearance, final sale, or "as is" marked items are non-refundable and ineligible for returns, refunds, or exchanges.
We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mechanical mods, battery cells, replacement parts, accessories and liquids.
Our 30-day warranty does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
Return Address
Please return your product(s) to us within 30 days. Be sure to email us when your items are being sent to us. Do NOT ship until you have contacted us with instructions.
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Vape Haven is not responsible for loss or damage during transit.
Please send returns to:
Vape Haven
3-1790 Main St
Winnipeg, Manitoba
R2V 2A1