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Shipping & Returns

All domestic orders are shipped via USPS or UPS from Pikeville, Ky. You will receive and e-mail notification and tracking # upon fulfillment. Processing can take 1-3 days, however, we can usually ship your order within 12-24 hours of your purchase. 

Orders over $75 get FREE USPS shipping!

When will my order be shipped?
There is a 12-36 hour processing time 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.

We process orders from 10:00AM EST - 4PM EST on weekdays & Saturdays.  We do not process orders on Sunday and federal U.S holidays.

Where do you ship to?
We ship to all 50 States in the U.S, Puerto Rico, Guam, U.S Virgin Islands, APO and FPO addresses. 

Please note: Certain orders will be shipped to the cardholder's verified billing address. If we are unable to verify this address, the order will be cancelled without notice. Additionally, certain orders are going to be shipped with signature confirmation (Someone must be available to sign for the package).

Do you ship Internationally?
Currently, it is not available at the moment. However, our team is working hard to offer international shipping by the end of 2018.

Late Shipments
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 sort facility or your local post office. There are no updates in between. 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. We will refund it with a 10% restocking fee.

International Orders: 
International buyers should contact their local custom authorities for any information on duty and taxes. All duties and taxes are the responsible of the buyers.

All buyers must be aware of the importation laws for their country, Mountain Vapors is not responsible for any packages that are stopped and/or seized by any appropriate jurisdiction and/or authority. In other words, as a consumer who chooses to purchase and have products shipped to a country outside of the United States, you are taking responsibility for your purchase, and acknowledging that you are aware of the laws pertaining to such shipments. Shipping charges are non-refundable. Refunds are only applied to items that are returned to our warehouse. If the return of your package incurred any type of return fees, those charges will be deducted from your refund for the returned items.

FREE SHIPPING For Orders Over $75 (STANDARD SHIPPING) ($0.00)

If you select FREE SHIPPING as your desired shipping method upon checking out, your order will be processed within 12-36 hours of your purchase. The items will be shipped via USPS Priority Mail or USPS First Class Shipping depending ton the size and weight of your package.

PLEASE NOTE: The shipping time estimate does NOT include processing time. A priority mail package can take as long as 5 business days to arrive if you are further away from our shipping location.

PLEASE NOTE: We have NO CONTROL over USPS or UPS. If you're package is delayed due to a route change, a lost package, or any other mishap - Mountain Vapors is not responsible. We will, however, facilitate in any way we can to get package to you in a timely matter. If you need help locating or tracking a package, email us at support@mountainvapors.net 

IF YOU PLACE AN ORDER THAT IS BEING SHIPPED TO AN INDIANA ADDRESS, WE CAN NOT SHIP E-LIQUID TO YOU. IF YOU DO, THE E-LIQUID PORTION OF THE ORDER WILL BE REFUNDED. We can, however, ship hardware to you.

Orders over $75 get FREE USPS Standard shipping!

 

Any order that is shipped back to us via USPS due to an incorrect address or any other discrepancy will be refunded minus the shipping costs and a 10% restocking fee.

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Customer service is a top priority at Mountain Vapors. Please let it be known that all products are sold "as is" with no expressed warranties or replacement policies. We will evaluate defective items within 48 hours of received by date as indicated by your tracking information. Our policy covers any manufacturer defective items, or dead on arrival items.

Items damaged by miss-use or improper care are not covered by our policy! If you received items that you do not know how to use, please feel free to contact us for proper care instructions and more in depth information on your items. We are happy to help.

For sanitary reasons, and the overall safety of our customers and staff, we DO NOT accept returns of: atomizers, clearomizers, cartomizers, tanks, bottled liquid, drip tips, batteries, wick and wire. This also means these items cannot be refunded.

Please note that return shipping is not pre-paid, therefore, you will be responsible for the return shipping cost. In addition, return shipping is non-refundable.

Upon receipt of your return, our Returns Department will inspect and test your merchandise. If found defective, we will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available. If the merchandise is not available, you will receive a refund to the original form of payment used to make your online purchase. If during testing of your merchandise, it is determined that it is fully functional, we reserve the right to return the merchandise or issue a store credit.

Returns must include all items that come with your item, this goes for starter kits and items that come as sets. Also, please include the packaging that your item came in.

Please Follow these steps if you wish to return a defective device:

  1. Do not remove any extra replacement parts from their individual packaging.
  2. Locate your order # from the shipment that contains the defective device.
  3. Take pictures / video of the problem (if you are able to).
  4. Send us an e-mail within 14 days to support@mountainvapors.net with the subject, "DOA Product / Return Request" followed by the order number. **Please include you name, phone number, and the e-mail address you used for your order.
  5. Attach images / video
  6. Include a short explanation of the problem.
  7. Allow 2-7 days for processing.

If you are approved, we will e-mail you or call you and walk you through the return process.

Any questions can be sent to support@mountainvapors.net
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