10:00am - 04:00pm PST
Monday - Friday
At ElementVape.com, we want you to love your experience shopping as much as your new vape products.
Please feel free to contact our customer service department regarding to any questions or concerns. We are here to help with everything from placing orders, delivery questions and product details.
Even if you’re set, we’d still love to hear your feedback. We value your opinions and want to keep on improving to serve you better.
My order was declined, why did I receive a gateway error page and why I was charged?
Credit Card approval requires an address match to the billing address you enter, when completing an order, and the billing address your bank has on file for that card. Repeated attempts to place an order with incorrect information will place various holds of funds on that card. If your order did not go through and got declined, the charges are pending and not actual charges. These pre-authorizations will "fall off" at your banks discretion. Please do not get alarmed, if the charge is determined to be declined or pending charges, it will be cancelled and the funds should go back to your account in a few days.
If you did not receive an order number immediately after attempting to purchase then the transaction was unsuccessful and did not go through.
When will my package be sent out? When will I receive a shipping confirmation?
Our shipping department located in the Los Angeles area works hard to get every customer's order shipped out as soon as possible during business hours. The processing time is 24-48 business hours after an order is placed, excluding weekends and holidays. Once this period is completed, the tracking information will automatically be sent out through email to show that it is ready for shipment.
Please Note: Orders placed on Friday after 1:00PM US PST (Pacific Time) will begin processing on the following Monday.
During times of increased orders, such as holiday seasons or exclusive promotions, the processing period may be longer than usual.
How do I make changes to my orders?
Once an order is placed, it cannot be modified or cancelled. Please make sure the the shipping address is correct and you are satisfied with the products you are about to purchase. If you have any questions about our products, please contact us by email before placing an order.
Do you offer international shipping?
Yes, our team have finally set-up international shipping for global customers. For international orders, we are currently shipping to most countries. If your country is not listed during the checkout process, we are unable to ship to that location at this time. See Shipping & Handling for more information.
Do you currently offer any special promotions or coupons?
Yes, you can now view any active discount deals or special promotions on our Coupons Page. You can also sign up for our newsletter for the latest products and money-saving discounts.
Have additional questions or comments?
We will respond to every email within 24 business hours in the order we received them, excluding weekends and holidays. Please make sure to read the common FAQs above and our normal operation hours. 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.
By Email (Please include your full name, order number, email address on order - If applicable):
- General Information
- Defective Issues / Returns & Exchanges