FAQ

Shopping FAQs

1. What should I do if I have trouble logging in?

Please follow these instructions: 

Check your login details. Your login username is the email address you used for registration.

If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.

Please make sure that your web browser accepts cookies.

Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.

If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.

2. Can I get a discount if I make a larger order?

Yes, the more pieces you purchase, the higher the discount. For example, if you make a single purchase of $200 or more, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department and provide the following information:

- The product(s) that you are interested in

- The exact order quantity for each product

- Your desired timeframe

- Any special packing instructions, e.g. bulk packing without product boxes

Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.

3. What should I do if I want to add or remove the items in the cart?

Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.

Payment FAQs

1. After making a payment, can I change my billing or shipping information?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service

Department as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

2. How do I know if my payment has been received?

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we has received payment, the order status will show "Processing".

3. Do you provide an invoice?

Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

4. Which payment methods can I use to pay for the order, such as a credit card or an offline payment method?

We accept credit card, PayPal, etc, as the payment methods.

1). Credit Card. 

including Visa, MasterCard, JCB, Discover and Diners.

2). PayPal. 

The most convenient payment method in the world.

3). Debit Card. 

including Visa, MasterCard, Visa Electron.

5.Why am I being asked to "Verify" my payment?

For your protection, your order is being processed by our payment verification team, this is a standard procedure to make sure all transactions made on our site are authorized and your future purchases will be processed in top priority.

Shipping FAQs

1. How do I change the shipping method?

Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

2. How do I change my shipping address?

In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

3. When will I receive my items after I place an order?

The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

4. Do you ship to my country?

We ship worldwide. Our goal is always fast and secure delivery of items to our customers.

5. Does the product price include the shipping price?

The product price does not include the shipping price. We support free worldwide shipping on orders of $50 or more.

6. How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

7. How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

8. Why is my tracking number invalid?

The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes. 

The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.

We would advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

9. If Customs duties are incurred, who is responsible for them?

Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. We do not add taxes, VAT, duty, or any other hidden charges. 

10. If my items are detained by Customs, who is responsible for clearance of the items?

If the items are detained by Customs, the buyer is responsible for clearance of the items.

11. What if my parcel is seized by Customs?

If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.

12. After payment has cleared, how long do I wait until my order is sent out?

Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.

Orders FAQs

1. How can I cancel my order, before and after payment?

Cancellation before payment 

If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.

Withdrawing an order after payment

If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.

If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.

If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.

Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

2. When will my order arrive?

What you need to know:

- All orders are processed on normal business days during business hours.

- After placing your order, you will receive an email with your order number and another email once your order has shipped. Your order number is also provided at the end of checkout.

- Delivery dates are not guaranteed—they may vary depending on your address and the carrier’s operating status. We advise ordering ahead during peak holiday shopping seasons to avoid delays.

3. Why haven’t I received my confirmation email?

After placing an order, you will receive a confirmation email. If you do not receive the email even after checking your inbox and junk/spam folder, please contact us at support@vaporba.com to resend it.

4. My package was not delivered althoughthe status says delivered. What should I do?

Once a package/order has been processed and shipped by USPS, we are not liable for any lost or stolen items. We recommend checking out these tips:

Allow 36 business hours from the date of said deliverance for the package to arrive;

Check the surrounding area for the package;

Someone else may have accepted the delivery for you;

There may have been a notice of attempted delivery;

Contact your local USPS with your tracking number.

5.What if I’vereceived a faulty or damaged item?

According to the Limited Warranty policy, should the damage be caused during transport, you will need to contact the shipping company/carrier and notify them of the damage to make a claim.

Limited Warranty FAQs

1.How long does this Warranty last?

All VAPORBA devices purchased directly from our website (vaporba.com) come with a 1-year Limited Warranty from the date of purchase as shown on the online purchase receipt or the invoice by the original purchaser. Attachments and accessories are not covered under the limited warranty.

2.What is covered under this Warranty?

VAPORBA only warrants VAPORBA devices against defects in materials and workmanship that may occur during normal use within 1-year of the date of purchase from vaporba.com.

NOTE:

- This Limited Warranty is only applicable to the original purchaser and is non-transferable. If you purchased our products through a third party, this warranty does not apply.

- Any repairs or modifications made to the device by unauthorized personnel will void this Limited Warranty.

- Except as stated herein, VAPORBA makes no other express warranty.

3.What is NOT covered under this Warranty?

Please note that the following situations are not covered under this Limited Warranty:

- Failure to provide the warranty card and the online purchase receipt.

- Product failure or damage caused by improper use or adjustment.

- Product failure or damage caused by excessive force, impact, moisture or extreme environmental conditions.

- Product failure or damage caused by using cartridges or accessories not intended for use with the battery.

- Normal wear and tear, cosmetic damage, or minor performance variations that do not affect overall product functionality.

- Battery degradation over time due to normal use, such as reduced battery life or capacity.

*Personal items or consumable attachments are not covered under this Limited Warranty, including but not limited to: cartridges, metal adapters, USB cables and chargers.

NOTE: If the product happens to be faulty upon arrival, please inform us immediately prior to use. In addition, opening, disassembling or tampering with your device in any way will void this Limited Warranty.

4.How do I get warranty service?

To obtain service under this Limited Warranty, please email us at support@vaporba.com and provide the following details:

- Proof of purchase (i.e. order number or receipt)

- The warranty card

- Model name and quantity

- Description of the issue with photos or videos

We will get back to you via email in 2-4 business days. If your claim is accepted, VAPORBA will replace your device with a new one, and VAPORBA will be responsible for the shipping fees of the replacement. You do not need to send your device back if your claim is accepted. However, if you demand to return the faulty device, you will need to cover the shipping fees.

5.What should I do if my product is out ofwarranty?

If your product is out of warranty, our support team can assist you with troubleshooting, but a new replacement will not be available.