At ElementVape.com, we want you to love your experience shopping as much as your new vape products. Please
free to contact our customer service department regarding to any questions or concerns. We are here to help
everything from placing orders, delivery questions and product details. Even if you’re set, we’d still love
hear your feedback. We value your opinions and want to keep on improving to serve you better.
Unfortunately we are unable to make any item changes to orders once the order has been
placed. Alternatively, we may cancel the order if the package has not yet begun
with our shipping department. Please note that once the package has begun processing,
order will no longer be able to be canceled as the package is being prepped for
We are only able to cancel orders before the order has begun processing with our
department. Once an order has been processed for shipment, the order is no longer able
canceled/refunded. If necessary you may refuse the package at time of delivery. Once we
receive the package back at our facility we will be happy to modify or cancel and refund
If you believe that an item in your order is missing/incorrect, please contact us
immediately, and we will rectify the issue for you. Please be sure to include your order
number, along with images of the invoice and products that you received. In regards to
invoice, please send us a complete image of the entire document where all text is
Upon reviewing the email, we will send you a prepaid return label at no charge to you to
return to item back to us in exchange for the correct product.
Please send this information to [email protected]
Please note that all "Dead on Arrivals" (DOA), Missing, or Wrong Item claims must be
reported back to us within 48-hours from the time of delivery. Please ensure to
inspect your items upon receiving the package, as it is the responsibility of the
to check the contents of the order within the designated time window, and to notify us
any issues are found.
If you have confirmed that the shipping address listed on your order is
you may contact USPS to arrange mail-forwarding, or to arrange pick-up at your local
office. Alternatively, if the order’s tracking history shows that the courier returned
package to the original sender, we will be able to make the necessary adjustments to
order once it is received back at our facility. Please contact us regarding the matter
your updated shipping address and we will have it on file to update your shipping
Our team fulfills a high volume of orders every single day and in a rare occurence in which an item is Out-of-Stock, the Customer Service team prioritizes communication and will send an email regarding this issue immediately. In some cases, we do provide an alternative colorway or substitute option to assist with this matter. If no replies are sent to us, the item is subject to cancellation and refund and the rest of the order will be sent out for delivery. Please note that the whole order is subject to full cancel and refund as well in some cases. If you have any question in regards to your order, please do not hesitate to Email us!
Unfortunately, we are unable to link placed orders to existing customer accounts after
order has been placed. Alternatively, we may apply the earned rewards points from your
recent order to your Element Vape account. You may contact us regarding the matter, and
will be sure to issue the rewards points to you. Please include the order number and
Element Vape account information at the time of your initial email to us.
There is a 24-48 hour processing time for all orders, with most orders sent out for
within 24 business hours. We strive to ship orders out as quickly as possible with
processing priority to customers with paid shipping. After the processing period, a
EMAIL will automatically sent to the email on the order to showcase that the package is
ready for shipment and sent to USPS for shipping deliveries.
Our order processing time is 24-48 business hours once the order has been placed,
weekends and holidays. If Free First Class Shipping was selected as your shipping method
the time of checkout, the order will require the full 48 hours to be processed. NOTE:
the busy holiday season or after holiday promotion, processing can take up to 72
hours. Please refer to the table below for more information on the expected delivery
Order confirmation emails are sent within 12-hours of the order being placed. If a
email was not provided at the time of checkout, or an incorrect/invalid email address
entered, the confirmation email will not be properly sent to your inbox. Please also be
to check your spam/junk folder if it does not appear in your inbox. Please verify the
information at the time of checkout to avoid further issues. If you believe that the
was not received due to the reasons mentioned, please feel free to contact us regarding
matter and we will provide you with your order number along with your tracking number
the order has already begun processing).
Shipping labels are created prior to the order being shipped, which creates a
tracking number for the package. Once created, you will receive a shipping confirmation
email; please note that this does not indicate that the order has been shipped out.
this stage in the fulfillment process the order will process through our shipping
in preparation for shipment. In the event that an item in your order is unavailable, you
will receive an email from our customer service team to resolve any issues.
the tracking will update once the package is received and scanned by the courier.
We currently offer free First Class shipping for all US orders valuing over $50
applicable tax). Please note that the default shipping method is automatically selected
Priority Mail (2-4 business days), therefore requiring a manual selection for the free
class shipping option. Once your cart reaches the minimum amount of $50, the free
option will be made available for selection. Unfortunately, international orders are not
eligible for free first class shipping, regardless of the order exceeding the $50
requirement for eligibility.
Yes, we currently ship to most countries globally. If your country is not listed during
checkout process, we are unable to accept payment from OR ship to your country at this
Please view our Shipping & Handling page for more information.
Due to State rules and regulations in the ongoing Youth Prevention efforts, we are unable to process or ship any orders to the states of Utah, Vermont, and Massachusetts at this time.
For the State of Washington, Arkansas, and Rhode Island, we are unable to ship any E-Liquids to customers located within these jurisdictions at this time, regardless of the nicotine strength or any flavors. Orders with E-Liquids will be removed and cancelled from the order, subject to entire order being cancelled and refunded while the rest of the package will be processed normally.
We apologize for this inconvenience and greatly appreciate your ongoing support.
We currently offer a 30-day after sales limited
for all manufacturer defective items purchased from our website, with
restrictions*. The warranty period will begin once the package has been delivered in
correspondence to the order’s tracking history. Once the item has been in the hands of
customer after the warranty period, the item(s) will be no longer eligible for a
If you receive a defective product from our website, please notify us within our 30-day
after sales warranty period and we will be sure to assist you in the returns process.
to contacting us please ensure to include the following items in your email for a speedy
Images / Video of the defective item, clearly showing the issue at hand
A detailed description of the issue you are facing with the product
Orders placed online with Element Vape have a 30 Day Return Policy. We gladly accepts
returns of unopened, unused, undamaged, or defective items purchased on our website for
refund or exchange within 30 days of original purchase. Please email us if you have any
questions and the more details you are able to provide, the faster the situation can be
If our system is unable to verify your legal age, you may alternatively send us an email
containing an image of a valid government issued ID, and we will manually review your
information to verify your legal age in the corresponding state of residence. You are
than welcome to cover or sensor any sensitive information such as your Driver License or
Passport number. Once your account has been verified, you will no longer be asked to
ID upon checkout while logged into your Element Vape account.
Due to the recent FDA regulations placed last year, we are required by law to check a
ID in order to verify that you are of age in your state to purchase products from our
Please note that we currently use Veratad Technologies Age Verification for all age
verification screenings on our website.
If you received a “Gateway error”, and did not receive an order confirmation email, this
be the result of a declined transaction. A “Gateway Error” indicates that the card used
purchase was declined. Your card may have been declined due to an incorrect billing
entered at the time of checkout (including the name on the card). Please note that the
billing information must accurately match the information attached to the card, as any
discrepancies will result in a failure to place an order. Additionally, you may verify
billing information on file with your banking institution.
If you see a pending charge on your account, it is important to note that this is not an
actual charge. Since the card was declined, we were unable to receive any payments from
Therefore, the pending charge is the result of the card issuer holding the funds from
account that were intended to be used for a purchase. The funds should become
to you within 2-3 business days (depending on the processing time of the card issuer).
Alternatively, you may contact your banking institution to inquire about expediting the
process to release the funds back into your account.
If you received a confirmation page with a provided Order Number and received a
email or Reward Points email update, your order is confirmed and successfully placed.
In a rare case that an item that you purchased is found to be out of stock during the
fulfillment process a member from our support team will contact you immediately to
about a possible substitution. Please note that in certain circumstances, we reserve the
right to issue a refund for an out of stock item and to ship out the rest of the
the order in an effort to minimize any further delays. Alternatively, if the out of
item greatly affects the rest of the order, we may issue a full refund for the order.
Unfortunately, we do not offer military discounts at this time. Please feel free to
our official coupons page for more information on currently active coupon codes:
Unfortunately, the majority of the devices on our website do not include batteries as
several manufacturers do not include them with the devices. You may verify if the device
wish to purchase contains batteries by reviewing the product description on the
corresponding product listing page. However we do offer a number of different brands and
types of external batteries at a discounted price when purchased with a device. You can
the external battery add-on option on any listing for starter kits and box mods that
them. You can also browse through our catalog of batteries:
Unfortunately, we currently do not offer phone support at this time, as our most
method of communication to our customers is via email. Our normal response time is
24-48 business hours, excluding weekends and holidays.
Our current hours of operation are from 9AM - 4PM PST, Monday - Friday, excluding
Have additional questions or comments?
Please make sure to read the common FAQs above for the quickest answers to the most popular inquiries. We will response to every email within 24 business hours in the order we received them, excluding weekend and holidays. To avoid any delay or confusion, we ask that you reach out to us from the Contact Email provided on your order. At the moment, we currently do not offer phone support.
FOR SHIPPING SPEED OR TRACKING INFORMATION - Please see the timetable above located under Shipping & Handling - "I just placed my order, when will it be shipped?"