Guarantee and Ordering and Return Procedure FAQs

Guarantee FAQs

1. Is your store a scam or is it safe to shop at buyecigkits?

At buyecigkits, we have been providing the best e-commerce service in the industry for over 4 years since 2018.

We guarantee secure payment processing to ensure a safe shopping experience. Customer satisfaction is our priority, and we take every order seriously.

In the rare event that a product you ordered is out of stock, we will promptly notify you by email and offer a refund or an alternative product.

If we don't receive a response from you, we will follow up after one week. If we still don't receive a response, we will take the initiative to issue a refund one month after your order.

We strive to answer all questions regarding order delivery and after-sales use, which is why we continuously update our collection of frequently asked questions.

While it may not be possible to satisfy every customer, we are committed to effective communication and negotiation to ensure your satisfaction.

We welcome negative feedback and suggestions as they help us improve our services.

 

2. What guarantees are there for purchasing products, returns, exchanges, etc. from your online store?

We are dedicated to providing our customers with high-quality e-cigarettes. However, we understand that the item you received may not meet your expectations due to circumstances beyond our control. In such cases, we encourage you to contact us for a replacement or refund. We recommend testing the item upon receiving your order to ensure it functions properly.

7 Days Money Back Guarantee:
We offer a 7-day money-back guarantee on all products (excluding prefilled cartridges, e-juice, and clearance items) starting from the date you get your package or when the package is delivered. To obtain a refund, please return the item in its original condition. Once we receive the returned item, we will issue a refund, excluding any shipping fees incurred. However, please be aware that when returning a parcel to China, there may be clearance risks and related fees. If applicable, these fees will be deducted from the refund. We appreciate your understanding.

60 Days Warranty:
We provide a warranty period for our products from the date of delivery. Batteries and MODs usually come with a 2-month warranty. Please review the Guarantee section in the item description for specific details.

We are happy to accept returns of unopened, unused, undamaged, or defective items purchased from our website for a refund or exchange within 60 days of the original purchase. 

No guarantee for clearance items except DOA (Dead on Arrival). If the clearance item is DOA, please contact us within 48 hours, and we will try our best to get it squared away. 

No guarantee for gift items except DOA (Dead on Arrival). If the gift item is DOA, please contact us within 48 hours for solutions.

Any problems feel free to contact us :)

Best Regards
Buyecigkits

 

Ordering FAQs

1. What should I do if I have trouble logging in?

Please follow these instructions: 

Check your login details. Your login username is the email address you used for registration.

If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.

Please make sure that your web browser accepts cookies.

Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.

If you are still unable to access your account, you can contact us or message us via Facebook or send an email to sales@buyecigkits.com and indicate the problem. We will assign a new password for you and you can change it once you log in.

 

2. Can I get a discount if I make a larger order?

Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact us or message us via Facebook or send an email to sales@buyecigkits.com and provide the following information:

- The product(s) that you are interested in

- The exact order quantity for each product

- Your desired timeframe

- Any special packing instructions, e.g. bulk packing without product boxes

Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.

 

3. What should I do if I want to add or remove the items in the cart?

Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.

 

4. What is the difference between the billing address and the shipping address?

The billing address is the address associated with your bank account when you applied for your credit/debit card. This is used for verification and billing purposes. The shipping address is the address where you want us to deliver your order.

 

5. I forgot to apply the coupon during checkout, can I get the price difference back?

Certainly! If you forgot to apply a coupon during checkout, please inform us of your order number, the discount you intended to use, and your PayPal address. We will refund you the difference via PayPal.

 

6. Why haven't I received an order confirmation email?

Upon checking out an order, an email confirmation is automatically sent to your email address. If you haven't received an order confirmation or any status updates, kindly check your spam/junk email folders. If you still can't find it, please contact us so that we can assist you in locating it.

 

7. I forgot to sign into my account before placing an order, can I link the order to my account and claim my earned rewards points?

Unfortunately, we are unable to link placed orders to existing customer accounts once the order has been placed. However, we can apply the earned rewards points from your recent order to your account registered on buyecigkits. Please contact us with your order number and account information, and we will ensure that the rewards points are added to your account. Include this information in your initial email to us.

 

Payment FAQs

1.Why can’t I pay directly in your e-cigarette online store? I need to pay, what should I do?

We apologize for the inconvenience, but we have temporarily halted the use of credit payments and PayPal collections online. This decision is a result of the stricter implementation of the TPD policy. To proceed with your order, we kindly ask that you contact us or message us via Facebook or send an email to sales@buyecigkits.com to get our PayPal account or our Western Union name to make the payment through our PayPal account or via Western Union. Please remember to include the note "Order number" and not to note anything about vape items while making the payment. Thank you for your understanding.

Please tell us the following information after you have paid using Western Union.
1) The 10 digit control number.
2) Sender's name.
3) The exact amount you sent.
4) Sender's address.
5) Your shipping address.
6) Your order number.
7) The country you send from.
8) The receiver's name.

 

2. After making a payment, can I change my billing or shipping information?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact us or message us via Facebook or send an email to sales@buyecigkits.com as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship it to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

 

3. How do I know if my payment has been received?

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we have received payment, the order status will show "Processing".

 

4. Do you provide an invoice?

Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

 

5. Why am I being asked to "Verify" my payment?

For your protection, your order is being processed by our payment verification team, this is a standard procedure to make sure all transactions made on our site are authorized and your future purchases will be processed as the top priority.

 

6. Why does the product link show there is stock when I placed the order, but you notified me that it's out of stock?

We apologize for any inconvenience caused. Our stock inventory changes daily due to the wide variety of adult products we carry, with approximately tons of items in our online store. While we make every effort to update our inventory regularly, there may be instances where the product appears to be in stock when you place your order but is actually out of stock. If this happens, we will notify you promptly and offer a refund or assist you in finding an alternative product.

 

Shipping FAQs

1. How do I change the shipping method?

Once you have placed an order, the shipping method should not be altered. Under normal circumstances, we offer free delivery to your country using the China International Post epacket or Dutch Post for postal transshipment and delivery to your destination. 

However, you can still contact us or message us via Facebook or send an email to sales@buyecigkits.com. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

 

2. How do I change my shipping address?

In the event that you wish to change the shipping address after placing an order, please contact us or message us via Facebook or send an email to sales@buyecigkits.com as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship it to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

 

3. When will my package be shipped and when will I get it?

Under normal circumstances, we offer free delivery to your country using China International Post epacket and Dutch Post for postal transshipment and delivery to your destination. Here are the estimated delivery times for each option:

China International Post epacket: EU and USA: 10-25 days Russia: 20-35 days

Netherlands Post: EU: approximately 20 days Asia: 25-35 days

South America or Africa: approximately 60 days

Please note that these are approximate delivery times and can vary depending on various factors. The shipping process and delivery time vary depending on the availability of the product and the shipping carrier. If the product you ordered is in stock, we will dispatch it from our warehouse to China International Post Company on the same day you place your order. If the product is not in stock, we will contact you via email to discuss options such as changing to another item, waiting for restocking or issuing a refund.

After China International Post receives the package, it will be sent to Hong Kong International Airport, where it will await a flight to your destination country. This waiting period usually lasts 5 to 10 days, but can sometimes be longer, though typically not exceeding 20 days.

Once the package is scheduled to board the flight, it will fly to your destination country and undergo customs clearance, which usually takes 3 to 5 days under normal circumstances. However, please note that there may be additional time required if customs inspections or document requirements arise, though this is rare.

After customs clearance, the package will be handed over to the postal service of your country and transferred to the local post office in your city. This transit period typically lasts 7 to 10 days, followed by 1 to 3 days of delivery by your local post office, including weekends and holidays.

Please keep in mind that these are estimated delivery times, and specific timing will depend on the actual tracking information. Various factors in the shipping and customs processes, such as waiting for scheduled flights or customs clearance, may cause changes in delivery time.

 

4. Do you ship to my country and what are the shipping rates?

We provide free shipping worldwide. Our goal is always fast and secure delivery of items to our customers.

 

5. Does the product price include the shipping price?

The product price does include the shipping price. 

 

6. How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

 

7. How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

 

8. Why is my tracking number invalid?

The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes. 

The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel was delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.

We would advise you to contact us or message us via Facebook or send an email to sales@buyecigkits.com and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

 

9. If Customs duties are incurred, who is responsible for them?

Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from the region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. We do not add taxes, VAT, duty, or any other hidden charges. 

 

10. If my items are detained by Customs, who is responsible for clearance of the items? What if my parcel is seized by Customs?

If the items are detained by Customs, the buyer is responsible for clearance of the items.

We are unable to determine if e-cigarettes are legal in your country. Therefore, when shipping these products, we use discreet names such as "metal tube" or "memory" to avoid any potential issues with customs. If you have specific requirements for the product name declaration, we can accommodate them. Our goal is to ensure quick clearance for your products. However, we cannot guarantee 100% clearance, especially in countries like Canada, India, Turkey, Israel, Hungary, etc., where e-cigarettes are banned and customs inspections are stricter. Unfortunately, if your country bans e-cigarettes and the product is checked at the destination, it will be confiscated and destroyed. We will not be held responsible for any products found by customs in countries that prohibit e-cigarettes. However, we understand and are willing to share this risk. In the event of confiscation, we are prepared to refund you half of the purchase price.

  

11. After payment has cleared, how long do I wait until my order is sent out?

Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.

 

12. Do I need to sign for the package in person? 

Whether you are required to sign for the package personally or if someone else, such as a family member or friend, can sign on your behalf, is determined by your local post office. In most cases, there is no need for you to sign in person, and the package will be delivered directly to your mailbox or another secure location without notification. However, to ensure that the package is not stolen or placed somewhere inaccessible, we recommend signing in person. If you require personal signature confirmation, please indicate this in the comments section when placing your order. We will assist in tracking the package and, once it arrives at your local post office, remind you to call the courier to contact you for signature confirmation.

 

Return FAQs

1. How can I return purchased items?

Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact us or message us via Facebook or send an email to sales@buyecigkits.com, please provide us with the following information:

a. The original order number

b. The reason for the exchange

c. Photographs clearly show the problem with the item

d. Details of the requested replacement item: the item number, the name and color

e. Your shipping address and phone number

Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information. 

The return or RMA process can only be initiated within 30 calendar days of receipt of your items. We can only accept returned products that are in their original condition.

 

2. Under which circumstances would an item be able to be exchanged or returned?

If you have any questions, please email us. The more details you can provide, the faster we can handle the situation.

Quality Issues:

We do not accept returns or exchanges for products without quality issues after they have been sold. Please check the style including color, flavor, nicotine content etc carefully before purchasing, and consider it carefully before placing an order. Returns and exchanges are only available for quality issues, and buyers need to request returns and exchanges within 24 hours of receiving the goods. Please do not use EMS for returns and exchanges, otherwise, we will not bear the freight of returned or exchanged goods. We will resend the goods within 3 working days of receiving the returned goods.

Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without original package will not be accepted for refund.

Mis-shipment:

We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.

Please note:

All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the original package box removed. If an item we receive has been worn, is damaged, has had its original package box removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way. 

 

3. Where do I return the item?

After contacting us or messaging us via Facebook or sending an email to sales@buyecigkits.com and reaching a mutual agreement, you will be able to send the item(s) to us. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.

 

4. Should I return broken items?
To offer more efficient after-sales service and avoid unnecessary shipping fees for our customers, we no longer require customers to return broken items. However, certain brands may require the serial number (S/N) before providing replacements. We recommend keeping the packaging or taking a picture of the serial number before discarding it. If your items are broken, please contact us immediately via LiveChat or Email (sales@buyecigkits.com) with the following information:
Serial Number: Security Number: Order Number: Product Name: Problem Description: Video/video link or picture:
Please note:
Videos or pictures should clearly demonstrate the problem.
Serial numbers are required for Joyetech, WISMEC, Eleaf, Aspire, VOOPOO, and Innokin products. Security codes are also required for Eleaf, Aspire, VOOPOO, and Innokin products.
You can contact sales@buyecigkits.com to obtain our after-sales Excel file and provide the requested information.

 

5. I haven't sent back the previously broken item, how to do it if I have one more item broken?

If you have not yet returned a previously broken item and you now have another item that is also broken, please follow these instructions:
Based on our records, if we discover that you have not sent back previously replaced broken items, we will not process the replacement for the new broken item until we receive all of them. Therefore, please ensure that you send back all previously broken items within the guarantee period. Once we receive them, we will inform you and proceed with the replacement for the new item.

 

6. Do you provide any envelopes or postage?

We do not provide envelopes or postage for returned items. Before posting back any broken items, please confirm our receiving address with us to avoid any potential loss. If you do not confirm the address with us, we will not be held responsible for any lost items.
While we suggest choosing the cheapest airmail option to save on costs when returning broken items, please note that we are not responsible for lost parcels. For returning multiple items together, it is recommended to use registered airmail or express shipping. We appreciate your understanding in this matter.

 

7. How to declare the shipment when I return broken items to you?

If you must declare the parcel, please never use "e-cig" or "e-cigarette", it will be better to use unrelated names, for example, "gifts" "toy gifts" "electronics" or "broken electronics parts".

Please mark the value lower than US$35. It will be helpful to clear China's custom

 

8. Resellers: I don't want to return a single item, what should I do?
For resellers, you can replace the item for your customers and collect the broken items within one or two months (within the warranty period) to send them back to us. When you are ready to return the items, please contact us, and we will process the replacement for all of them together.
If you have any further questions, please email us. Please provide as much detail as possible to help us assist you more efficiently.

  

After Sales FAQs

1. How can I cancel my order, before and after payment?

Cancellation before payment 

If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions. You will need to submit the order again with a new shopping cart.

Withdrawing an order after payment

If you have already paid for an order and want to cancel it, please contact us or message us via Facebook or send an email to sales@buyecigkits.com as soon as possible.

If you are not sure about an issue relating to your order or wish to change it, please contact us or message us via Facebook or send an email to sales@buyecigkits.com and put the order on hold while you decide. This will suspend the packaging process while you make changes.

If the package has already been dispatched, then we are not able to cancel or change the order as it is extremely challenging for international airport staff to locate and return specific packages among thousands. We kindly ask for your understanding.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact us or message us via Facebook or send an email to sales@buyecigkits.com and we will process the updated order; there is usually no additional fee for this service.

Generally, if your order is in the early part of the processing stage before the package is shipped out, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

 

2. How can I track my order?

Once we are ready to ship your order, we will send you an email with the corresponding delivery information. You can track your order by clicking the tracking link in the shipping confirmation email. Additionally, you can log in to your account to track your order. Please allow up to 24 hours for tracking to activate. If you believe that an item is missing or incorrect, please contact us immediately. Include your order number and images of the products received. Our Customer Service can be reached at contact us or message us via Facebook or send an email to sales@buyecigkits.com.

 

9. I want to cancel the order due to many reasons, such as no one accepting the package when I go on a trip, the address is changed, or I left a temporary address, is that okay? 

If you wish to cancel your order for various reasons such as being away on a trip, a change of address, or providing a temporary address, please note that cancellation is only possible if the package has not been sent out yet. Once the package is dispatched, we cannot accept returns or issue refunds, as it is extremely challenging for international airport staff to locate and return specific packages among thousands. We kindly ask for your understanding.

If you anticipate being away on a trip and will not be at home to receive the package, we recommend asking a family member or neighbor to collect it on your behalf. In the absence of suitable options for collection, you may contact the post office to inform them not to deliver the package. Should your address change, please inform us so we can track your package and provide instructions on how to change the delivery address once it has cleared customs in the destination country.

If you still insist on canceling the order and the package has already arrived in your destination country, please contact the local post office to arrange its return. Alternatively, you may choose not to open the package upon receipt and ensure that it is returned to us in its original condition. However, please note that you will be responsible for covering the return shipping costs.

 

3. The package has been delivered successfully, but I did not inform you in time that the address has changed and I am not there, what should I do? 

We apologize for any inconvenience caused, but in the event that the package has already been successfully delivered to the original address, and you failed to inform us in a timely manner about a change in address or your absence, we are unable to offer refunds. If feasible, we recommend reaching out to the post office where you lived at the time to inquire about retrieving the package.

 

4. After the package arrives, it is damaged, all the items inside are lost or one or several items are missing or replaced, what should I do? 

In the unfortunate event that the package arrives damaged, with all items lost, or with missing or replaced items, please contact the post office immediately to initiate a compensation claim. If the post office is unwilling to take responsibility, we are willing to compensate you for half of the purchase cost. Alternatively, we can arrange for a re-delivery of the products after you pay half of the purchase cost and you may choose to bear the additional shipping costs.

 

5. The tracking information shows that it has been delivered, but I can't find the package, what should I do?

If the tracking information indicates that the package has been delivered but you are unable to locate it, we recommend contacting the post office promptly to inquire about its placement. If you have access to surveillance cameras, you may review the footage or inquire with neighbors and family members if they have seen the package. If it is determined that the package has been stolen, we advise you to report the incident to the police. If, unfortunately, the package cannot be found and the post office declines responsibility, we are willing to compensate you for half of the purchase cost, or after you pay half of the purchase cost you may choose to bear the additional shipping costs.

 

6. Why hasn't the tracking information been updated and why has it been frozen for a few days?

This situation typically occurs when your package is awaiting a flight to your destination country, going through local customs clearance, or when there is an issue with the tracking website. We kindly ask for your patience and urge you to inform us promptly if you notice any abnormalities. We will assist you in resolving the issue.

If the tracking information for your package hasn't been updated for a significant period, such as two months or more, it is possible that the package is being held by customs in the destination country and unable to clear customs, or it may have been lost. In such cases, we offer two options: we can refund you half of the purchase price or arrange for a re-shipment, provided that you cover the shipping fees.

If the package is lost in China before being scheduled for a flight to your destination country, we will either reschedule the delivery or issue a refund.

 

7.My item is dead on arrival (DOA), what should I do?
We apologize for the defective item you received. While we conduct extensive testing before shipping, it is not always possible to avoid such issues. If you receive a broken item, please contact us within 48 hours, and we will do our best to resolve the issue. We also appreciate your efforts in attempting to fix the problem using the method provided in our support documentation.

8 When will I receive a replacement?
Typically, we will ship the replacement after approving the problem. When placing your new order, please leave a message in the order notes to remind us, or you can directly contact us. In some cases, if the replacement is not immediately available, we will ship your order first and send the replacement with your next order.