FQA

Products

Q: Do you support testing samples?

A: Our minimum order is 10, You are welcome to place an order to try.

Q: How does your factory conduct quality control?

A: After the product is produced, we will use machines to simulate various usage conditions and conduct testing to ensure that every product delivered to you can be used normally and satisfy you!

Q: What are the characteristics of your e-cigarette products?

A: Our e-cigarette product line is extensive and diverse, suitable for different types of consumers.

The product design is fashionable, simple, and very convenient to operate.

Our e-cigarettes have a unique and pure taste, allowing you to enjoy the most comfortable smoking experience.

In addition, we have a variety of e-liquid flavors for you to choose from.

Q: Trading company or factory?

A: We are a professional disposable e-cigarette wholesale factory integrating industry and trade

Q：: Do you accept personalization?

A: Yes, we have a professional product customization team and accept personalized customization

Payment

Q： What payment methods can you use?

A： We can accept various payment methods, such as credit cards, debit cards, bank transfers, USDT, etc. You can view your available payment methods on the checkout page.

Q： My payment was declined, what should I do?

A： There are many reasons why a payment may be declined, such as your credit card information being entered incorrectly, there is no money on the card, or there is a problem with your payment provider. Please confirm that the payment information you provided is correct or contact your payment provider to resolve the issue.

Q： Are our transactions secure and confidential?

A： We take various measures to ensure the security of transactions and payments, we have encryption technology and PCl-compliant payment processing. Ensure that your transactions with us are confidential and secure. So you can place your order with confidence.

Q： Can I use the Cash on Delivery (COD) method?

A： Sorry, we do not support this payment method at the moment. You can pay directly on the website. After the payment is completed, we will ship it to you quickly.

Q： Can I get a discount when I place an order? How do I get the discount?

A： Friend, of course, you can. For specific discounts, you can contact us via email or WhatsApp, and we will tell you how to use the discounts.

Q： How do I know if the order information is correct after payment?

A： After the payment is successful, we will immediately send you an email about the order information. You can check it yourself. If you have any questions, you can contact us at any time by email or WhatsApp to make changes.

Q： Will you send me an invoice for my order?

A： Of course, friends, if you want an order invoice, please send an email or contact us on WhatsApp and we will send you your order invoice.

Q： I want a refund, what should I do?

A： If you need a refund, please get in touch with us on WhatsApp and send us the order details so we can get your request faster. We will handle the refund for you according to the return policy.

Q： Where can I view my order after payment is completed?

A： Log in to your account and find the My Account page. In the order history, you can check the status of all orders.

Order

Q： I would like to change my ordered items. what should l do?

A： You can make changes to your product at any time by contacting us via WhatsApp

Q： How do I know if my order has been shipped?

A： We will let you know via email/WhatsApp message when your order is shipped, and you can also see the status of your order on our site.

Q: What logistics method will you use to deliver the goods to me?

 A: We use air transportation, usually we use DHL/UPS/FedEx/AU Post, etc. We will choose the most stable, safe, and fast logistics method for you to transport your package according to your country.

Shipping

Q： What is the shipping policy?

A： Free shipping to the United States. Countries, where we can ship via DDp (duty paid), will not require you to pay taxes or clear customs by yourself, we will handle everything.

United States – UPS Express (except Alaska and Hawaii)

UK-Local DPD Express

Europe-UPS Express/DPD Express/DHL Express

List of European DDP logistics countries: Germany, France, Italy, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Goods from all European countries will be cleared for customs in Germany (except the UK). After customs clearance is completed, they will be shipped to your delivery address in Germany.
Australian local:

AU Post

United Arab Emirates (Dubai only)

South Africa

Vietnam

West Malaysia (except Kalimantan)

Other countries

In addition to the above countries, packages from other countries also need to be cleared and pay a small amount of local taxes when they arrive at customs. You need to contact the local customs for the specific tax amount and pay it yourself. Local customs may require a business license from you. (if you have one)

Q： When can I expect to receive my package after placing the order?

A： Depending on the product and destination, the usual lead time is 2-4 days and the shipping time is 8-14 days.

Q： Do I need to pay taxes?

A： Canada, Norway, and Switzerland need to pay some taxes and fees, but other countries do not need to pay them temporarily.

Q: What logistics method will you use to deliver the goods to me?

 A: We use air transportation, usually we use DHL/UPS/FedEx/AU Post, etc. We will choose the most stable, safe, and fast logistics method for you to transport your package according to your country.

Q： Can you offer free shipping?

A： Free shipping is available in the US, other countries need to pay some shipping costs.

Q： Will my parcel be detained? What should I do if I am detained?

A： Hello, friend, we will choose a professional logistics and transportation company to transport your package to ensure the safety of your package to the greatest extent and provide 100% safe customs clearance service. If your package is detained by customs, we will give to you a Full refund or reshipment

Q： How is the shipping cost calculated?

A： Shipping costs are calculated using the weight of the item, shipping country, and shipping method used. You can check the required shipping costs when making a payment.

Q： What should I do if my package is lost or doesn’t arrive?

A： If your package is lost or not delivered, please contact us via WhatsApp promptly and send us your order number and tracking number so that we can quickly verify the situation and resolve it for you.

Q： What should I do if I cannot view the package information after shipment?

A： Friend, our transportation process is divided into front-end logistics and tail-end distribution. You are currently unable to query first-leg logistics information. After customs clearance is completed, you can check your package information on the Check Order on our website. If you want to know about the package, please send us information via email or WhatsApp, and we will update the logistics information for you in real-time.

Returns

Q： I would like to change the item I ordered. what do I do?

A： You can modify your order until 11:00 pm (PDT -7 GMT) on the day you place your order. Please contact us via email or WhatsApp to request changes, we will get the information faster and change the product for you.

Q： What should I do if I want to return a package?

A： We have a 5-day return policy that allows you to request a return within 5 days of receiving your item.

However, items you need to return must be in the same condition as when you received them (unused and free of any wear and tear), with tags and original packaging attached. You will also need a receipt or proof of purchase. To make a return, please contact us via WhatsApp or email. If your return is accepted, we will provide you with a return shipping label and instructions on what to do with your package, as well as a return address. Return it to us privately without consent or request. We will not accept the goods.If you have any questions about your return, please feel free to contact us via email or WhatsApp.

Security

Q： Are payment channels safe?

A： We use a secure payment system that complies with PCI standards to ensure the security and privacy of your payment information, ensuring that all your information will not be obtained by others.

Q： Is your website completely secure? Will my information be leaked?

A： Our website has multiple layers of security in place to protect your data and transactions, using data encryption, firewalls, and regular security checks to ensure your personal information and transactions are completely safe.

Q： How will the website protect my information and transactions?

A： We strictly abide by our privacy policy and will not sell or misuse your personal information and transaction orders. Your information will only be used for order purposes.

and provide customer support. And we set up the privacy of information and transactions so that others cannot obtain your information.

Q： How do I create a strong password?

A： Create a password that uses a combination of uppercase and lowercase letters, numbers, and special characters to avoid setting a password that is too simple and could be guessed. Regularly changing passwords is also a way to enhance security.

Q： How to verify if a website is authentic?

A： Check that the URL of the website matches the official website. If it matches then it is a real website, also look for the SSL certificate which represents whether the website is real or not.

Q： What should I do if I see suspicious activity or a security issue?

A： If you encounter any suspicious activity or security issues, please contact us on WhatsApp immediately. We will immediately investigate and take necessary action to ensure the security of the site.

Q： Does the website have anti-phishing measures in place?

A： Yes, we have implemented anti-phishing measures to prevent you from losing money due to fraudulent activity on malicious websites and emails, keeping you safe when using the site.