Ordering & Payment
What payment methods do you accept?
We accept PayPal, Visa, Mastercard, and bank transfer. All payments are processed securely through our encrypted checkout system.
Is my payment information secure?
Yes! We use industry-standard SSL encryption and work with trusted payment processors (PayPal, Stripe) to ensure your payment information is always secure.
What is the minimum order quantity?
Most products have a minimum order of 3 pieces. Wholesale orders (30+ pieces) qualify for additional bulk discounts.
Shipping & Delivery
How long does shipping take?
EU Warehouse: 3-7 business days
International: 7-14 business days
Orders placed before 2:30 PM (Berlin time) are shipped same day.
Do you offer free shipping?
Yes! We offer free shipping on all orders over €100/$100. Standard shipping fee for smaller orders is €15.
Which countries do you ship to?
We ship worldwide! EU warehouse ensures fast delivery to all European countries (Germany, France, Netherlands, Belgium, Austria, Poland, Italy, Spain, etc.) without customs duties.
How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can track your package using this number on the carrier's website.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy for unopened items in their original packaging. Contact us within 30 days of delivery to initiate a return.
What if my product is damaged or defective?
Report any damaged or defective (DOA) units within 48 hours of delivery with photos. We'll arrange a reshipment or full refund. Contact us via WhatsApp for the fastest resolution.
How long do refunds take?
Refunds are processed within 5-7 business days after we receive and inspect the returned item. PayPal refunds are usually faster than bank transfers.
Products & Quality
Are your products authentic?
Absolutely! We only sell 100% authentic products sourced from authorized distributors. Every product is verified before shipping.
Are your products TPD compliant?
Yes! All products in our EU warehouse are fully compliant with EU Tobacco Products Directive (TPD) regulations, including nicotine limits (max 20mg/ml) and packaging requirements.
Can I mix flavors in one order?
Yes! Mixed flavor orders are welcome. Just specify your flavor preferences in the order notes or contact us with your requirements.
Support
How can I contact customer support?
WhatsApp: +86 17324671020 (Fastest)
Email: chen847415774@gmail.com
Telegram: @vapevex_support
Hours: Mon-Sat, 9AM-6PM (GMT+8)
Do you offer wholesale pricing?
Yes! We offer tiered wholesale pricing with significant discounts for bulk orders. Contact us for custom wholesale rates on large orders.