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FAQ - Frequently Asked Questions

Exchanges/Refunds/Warranty

Unless specified on the product page, we offer a 14 day warranty on products that are eligible. There is no warranty on atomizers/cartomizers, clearomizers, tank systems that include heating elements, eliquids. For other support, please fill out our Returns form so that we may be able to assist you with any concerns and resolve it as quickly as possible.

All products will cover a 14 day period for products that require either exchanges, refunds or warranty claims. Upon receiving your order, please inspect for any damages or defects.

Exchanges/Returns - Products must be in new, unsed condition to be eligible for either an exchange or refund. This excludes any eLiquid, atomizers/cartomizers, drip tips, tanks, and clearomizers. For exchanges, customers will not be eligible for a refund on shipping and will require the responsibility to handle shipping fees/handling. Exchange items will not be sent until the original item[s] has been returned to us and has been thoroughly inspected. Products that are functional, not sold by Vivid Smoke, LLC, damaged from misuse, or outside of the warranty period will be sent back to the customer without exchange.

For returns eligibility, you may use the Returns link to create an RMA. Refunds are limited to products determined by manufacturer defects, or premature failure. A refund will not be honored if products are damaged through misuse, negligence, abuse, or modifications that has been done outside of Vivid Smoke, LLC.

Pricing/Billing

There is a 8% sales tax in the state of California. Vivid Smoke, LLC shall automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the same state. For orders shipped to other states, you are solely responsible for all sales taxes or other taxes.

Due to their policies, we are limited to as what we can offer with Paypal. These items that can be eligible for Paypal payment are, vinyl wraps, rechargeable batteries, vape stands, vape sleeves, tank beads, tank charms, and other small accessories that are specifically not ecig related.

Your credit card will be charged once the package has been shipped. Vivid Smoke, LLC only authorizes the transaction until the order has been fulfilled.

You can expect to see credit back into your credit card within 7-10 business days.

Vivid Smoke, LLC follows the regulation of PCI compliance. What this means is, once you input your credit card to purchase on our store, the credit card information is encrypted and never reveals the complete digits of your credit card numerics. This helps protects/prevents credit card fraud from consumers.

We accept Visa, Mastercard, American Express, and Discover. Paypal is only accepted in specific items. These include mainly aesthetic accessories (excludes crystallized vapes), rechargeable batteries/chargers, and certain accessories.

Shipping

Orders placed on Sunday - Thursday will be shipped within 24-48 hours. Orders placed on Friday may not ship until the next business day due to limited shipping availabilities on Saturdays. Most packages will be shipped through USPS Flate Rate Prioirty or USPS Priority. Priority shipping method is an expedited service provided through USPS. This does expedite the processing of your order. Orders placed with Vivid Smoke, LLC will be handled in the order it was received. We cannot guarantee when the package will arrive and expect transit times either shipping couriers or Vivid Smoke, LLC as an estimate time of delivery.

We currently ship within the United States and Canada. All other countries may be eligible under special circumstances.

Yes! We ship to FPO / APO / DPO related addresses. Although we suggest using Priority method, it is up to the customer's discretion to choose First Class if the option is available. Previous military customer's had experiences where First Class method would take up to 8 weeks before receiving a package. Unless you are confident that First Class ship method will arrive to you in a timely fashion, we suggest Priority to avoid any unexpected delays.

Orders

You can login to your account and view your order status. Once the order status has been changed to complete or shipped, there will be a tracking confirmation provided to you.

If you have not received your order yet and records show it has been delivered, please contact us immediately to resolve the situation.

For mistakes with missing items or receiving incorrect products made by Vivid Smoke, LLC, will be accepted 14 days after the receipt of your order.  Should you receive your order for any missing items or wrong products, please use the Returns link as quickly as possible. Requests after the 14 day period will not be accepted.

Use of Site

You must be 18 years or older to purchase any product from this site.

When providing sensitive information, our url will transition to http:// to https://. You will also notice the green bar to the left of your address bar. We use the highest strength 2048-bit signatures with 256 bit encryption SSL (secure certificate) on any sensitive material from security attacks. Credit card information follows PCI compliance rules, preventing any credit card data being revealed.