Question 1

How do I check my order status?

Accepted Answer

Log in to your account and click on the order to view its status.

Question 2

How quickly are orders processed?

Accepted Answer

Orders are typically processed within 1 business day. Orders placed on weekends or holidays are processed the next business day.

Question 3

Can I change or cancel my order after placing it?

Accepted Answer

We move fast, so contact us as soon as possible. If your order hasn't shipped yet we'll do our best to update or cancel it.

Question 4

Can I change the items in my order?

Accepted Answer

If the order hasn't shipped, reach out with your order number and the change you'd like and we'll help where we can.

Question 5

How long will it take to receive my order?

Accepted Answer

After the courier receives your package, delivery time typically depends on your location: West Coast: 2–3 business days East Coast: 4–5 business days

Question 6

How do I track my package?

Accepted Answer

You can track your package using the tracking number shown in your order details, or via the shipping confirmation email sent to you.

Question 7

Are there age-verification requirements for delivery?

Accepted Answer

Yes, age verification is required for every order upon delivery.

Question 8

My order qualifies for free shipping, but I still see a charge.

Accepted Answer

Please send an email to email@thevapingempire.com so we can provide you with the necessary return instructions.

Question 9

What is your return policy?

Accepted Answer

Defective Devices: You may return defective devices for a refund within 30 days of purchase (extended to 90 days for Geekvape devices only). Unwanted Items: You may return unwanted items as long as they remain unopened.

Question 10

How do I start a return?

Accepted Answer

Please send an email to email@thevapingempire.com so we can provide you with the necessary return instructions.

Question 11

When will I get my refund?

Accepted Answer

Once the returned item reaches our warehouse, your return will be processed and the refund request will be forwarded to billing.

Question 12

What payment methods do you accept?

Accepted Answer

We accept American Express and Visa credit/debit cards only.

Question 13

Why was I charged but my order didn't go through?

Accepted Answer

Please send an email to email@thevapingempire.com so our support team can inspect the issue in our backend system.

Question 14

How do I use a promo or coupon code?

Accepted Answer

Enter your code in the promo field at checkout and the discount will apply before you pay.

Question 15

How do I create an account?

Accepted Answer

Select Sign Up at the top of the site and follow the prompts. An account lets you track orders and check out faster.

Question 16

I forgot my password — what do I do?

Accepted Answer

Choose “Forgot password” on the sign-in screen and we'll email you a secure reset link.

Question 17

Why do I need to verify my age?

Accepted Answer

We only sell to verified adults. Age verification is required by law and helps keep our products out of the wrong hands.

Question 18

How do I know a product is authentic?

Accepted Answer

Verification depends on the specific product and manufacturer. Many brands include authentication barcodes or QR codes on packaging that you can scan to confirm authenticity.

Question 19

My device isn't working — what should I check?

Accepted Answer

Power and Battery: Confirm the device is turned on by clicking the power button five times rapidly . Plug the device into a charger to see if the indicator light turns on. Inspect and clean the charging port for dust or pocket lint. Connections and Contacts: Remove the tank or pod and check the metal contact points. Wipe away any e-liquid residue or dirt using a cotton swab and a little rubbing alcohol. Make sure the tank or pod is screwed in or snapped tightly into place. Coils and Airflow: Check if your coil is burnt out or loose. Replace it with a new one if it fails to heat. Open adjustable airflow rings to make sure they are not completely blocked. Clear any condensed e-liquid clogs out of the mouthpiece or central chimney. Disposables: Remove all small protective stickers from the bottom and plastic plugs from the mouthpiece.

Question 20

Is there a warranty on devices?

Accepted Answer

Devices include a 30-day warranty from the date of purchase (extended to 90 days for Geekvape products only).

How can we help you today?

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