Shipping & Returns
Shipping and Handling
Kai's Virgin Vapor ships all orders, domestic and international, from within the United States. It is our aim to offer the personalized customer service Virgin Vapor is known for, while also bringing you the fast shipping times and guaranteed secure delivery of a much larger company. We offer USPS or FedEx delivery. FedEx shipping requires a street address instead of a PO Box address for delivery. Generally, orders ship within 48 hours, Monday through Friday (PST). Please note we do not ship on weekends.
During holiday and special discount sales, it may take up to four extra days to process your order. Custom orders, for individuals that request we customize an e-liquid flavor, will also take up to four additional days to create this special flavor. To find out more about special offers, be sure to sign up for our newsletter online.
When your order ships you will receive an e-mail notification that includes USPS or FedEx tracking information so you can track your package. Also included is a link where you can check the shipment status.
All e-liquids are individually bubble wrapped and then placed within a ziploc bag. Your order is mailed in a padded envelope, or box, depending on the size of your order. FedEx provides insurance and full tracking from the moment your order leaves our warehouse. We recommend you ship your order with FedEx. If you choose USPS shipping, we recommend Priority Mail because it includes insurance coverage against loss or damage. If USPS loses or damages your order you will need to contact USPS directly. Virgin Vapor is not responsible for lost or misdirected packages.
If your package is damaged in transit, it may cause e-liquid to spill. Any spill is contained within the ziploc bag. Please use caution when handling e-liquid spills that contain Nicotine. Nicotine can be absorbed through the skin, so we recommend you use gloves. Please use care to properly dispose of any packaging materials that have been exposed to nicotine, keeping them away from children and pets.
All international orders are shipped via FedEx or via USPS International. FedEx provides the most secure shipments available, with full tracking, package insurance, and customer service options. We actively work with FedEx to update our shipping forms and codes to enable safe and final shipment to countries outside the U.S.
However, due to currently fluctuating international laws and regulations, as they pertain to the e-cigarette industry and nicotine products, we cannot guarantee shipment to any country outside the U.S. that does not have set laws, clearly defined, for import. If you are aware of restrictions for the import of e-cigarettes or e-cigarette liquid into your country, you are assuming the risk of this order being stopped at customs in your country. Virgin Vapor cannot be responsible for packages held, tampered with, refused, or returned from customs in your country. There are no refunds or replacements for orders lost after leaving the United States, or confiscated or refused by the customs department in your country. Please note we do not calculate, charge or assume charges for VAT, duty or import taxes that may apply for international shipments.
We do not ship to countries that have banned the sale and import of all e-cigarette hardware, e-cigarette accessories and e-cigarette liquid. Please check your local country regulations prior to ordering.
Returns and Refunds
If you have problems with your Kai's Virgin Vapor e-liquid or vaping hardware, we strongly recommend you contact us first at: firstname.lastname@example.org -- CLICK THE GREEN SUPPORT TAB ON THE LEFT -- to see if we can help troubleshoot the problem before returning the product.
Please note: We do not accept returns or offer refunds for e-liquid. For hardware, such as batteries, cartomizers, and driptips, we do offer exchanges within 30 days of shipment, for hardware that is defective due to manufacturing or workmanship. Items returned for a refund must be returned within 30 days of shipment, unused and in original condition. Customer is responsible for return shipping. Our return address is:
Kai's Virgin Vapor
3555 Westwind Blvd.
Santa Rosa, CA 95403
Please include a copy of your packing slip and list the order #, customer support ticket #, reason for return and resolution requested. We will ship replacement items as soon as possible, or issue you a credit for your next purchase (less shipping).