Shipping and Handling

COVID-19 Announcement -  The good news is that we are open for business and making some changes to how we can operate to focus on the safety of our employees and all of our awesome customers! At the moment, we have increased our capacity and currently processing orders in 24-72 business hours (not including weekends), with most orders shipping out in less than 24 hours. Once a package is ready for shipment, a Tracking email will be automatically sent out and the package will be handed off to USPS / FedEx. All orders that are successfully placed will be shipping out.

NOTE: Due to COVID-19, we have noticed that USPS are experiencing delays in scanning and processing on some shipments at this time. Please note that delays might occur with your order so we recommend to wait patiently for up to 3 business days for Tracking to update once you have received a Tracking email. You may contact your local USPS or delivery person for updates in regards to regular mailing services.

We will update if there are any news regarding the current situation. We greatly appreciate your patience and understanding.

Free Domestic U.S. Shipping on Orders Above $75

Note: Option available whenever the final cart price is above $75 after coupon code or any special discounts. You must select Free Shipping during checkout to be eligible and it will be shipped with First Class, which can take the full 48 business hours to be processed. Please note that we prioritize all paid shipping customers before Free Shipping orders.

NEW YORK CUSTOMERS - Orders above $60 will require Adult Signature (21+) upon delivery with USPS. Please view below in regards to Adult Signature Fee.

When will my order be shipped?

It can take up to 72 business hours to process before it is shipped out for all orders, with most orders sent out for delivery within 24 business hours. We strive to ship orders out as quickly as possible with processing priority to customers with paid shipping. After the processing period, a tracking email will automatically sent to the email on the order to showcase that the package is ready for shipment and sent to USPS for shipping deliveries. All shipping transit times are estimated delivery time.

Note: During the busy holiday season and after holiday sales, processing can take up to 5 business days (usually 72 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 9:00AM PST - 4PM PST on weekdays. We do not process orders on Saturdays, Sundays, and U.S Federal Holidays.

Where do you ship to?

We ship to Most States in the United States .

Estimated Transit Times

USPS First Class Mail ("snail mail") 5-10 business days* in transit (4-10 business days during COVID-19)

USPS Priority (standard shipping) 2-5 business days* in transit (3-6 business days during COVID-19)

USPS Operations Date: Monday - Saturday

APO/FPO: For orders shipped to military addresses, the shipment can take up to 14 days in transit.

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. 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 New York, orders above $60 before shipping costs and taxes will require Adult Signature (21+) upon delivery with USPS. Furthermore, we are unable to ship any E-Liquid to residents of the state starting on July 1st.

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, 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, certain states 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 and the rates will be reflected during the checkout process with a flat fee charged to residents of the following U.S. States: Massachusetts and New York.

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.

If there are any changes in regards to state regulations, we will update this page in the future. We apologize for this inconvenience and greatly appreciate your ongoing support.

International Orders

Smok city do not ship any products internationally. 

Late Shipments

Due to high volumes of packages that USPS receives, please keep in mind that tracking information may not be automatically updated. While USPS offers reliable and expedient service, errors and delays may occur. Errors and delays caused by or as a result of USPS are not the responsibility of Element Vape and must be resolved by contacting USPS directly in the contact provided below. We do not guarantee transit times and shipping fees are non-refundable through us.

For more information, please contact the carrier directly. If you feel your shipment was late due to a service failure, a claim can be filed by contacting the shipping carrier:

USPS® Customer Service

Call 1-800-ASK-USPS® (1-800-275-8777) to file a claim

Hours of Operation

Monday - Friday 8 AM - 8:30 PM ET

Saturday 8 AM - 6 PM ET

https://www.usps.com/help/welcome.htm

Order Tracking:

Once your order has been shipped, the tracking number will be sent to the email address registered to your account. This information can also be viewed when logged into your account in the "my account" page.

Please do not be alarmed if the delivery confirmation (USPS version of tracking) for your package has not updated in a few days. USPS delivery confirmation does not update until the package has reached a sorting facility, transite locations, or your local post office. There are no updates in between and all delivery issues should be addressed with your local post office.

USPS offers speedy and reliable service at a low cost. However, they can and will occasionally make the mistake of mis-routing a package. Unfortunately these errors are out of our control and we are not responsible for errors or delays by USPS.

Incomplete or Incorrect Address Submissions:

Please review your shipping address carefully when placing an order. Errors in the shipping address will cause delays in transit times or returned orders. We will not reship the order until it is returned to us by the courier and the customer has paid for the cost to reship the order.

Lost & Undelivered Packages:

Lost or undelivered packages are not the responsibility of Element Vape, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. Element Vape strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 48 hours of the last tracking update.

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. Element Vape is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user.

How are replacement parts shipped?

All replacement shipments and warranty shipments are shipped using USPS First Class Mail.

Have more questions or concerns? Please contact us via email or call us on +1 2674694142