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Terms & Policies

Policies

This notice provides highlights of VIP Custom Vapors’ company policies. The highlights and full privacy policy apply to our Web site www.VIPCustomVapors.com where we may collect personal information.

Personal Information

  • We may collect preferences and personal information like contact and billing/shipping information from you.
  • We collect information on the Internet using cookies or clickstream technology.
  • We may obtain additional personal and non personal information from third-party providers. Learn more.

Uses of Information

  • We use information about you to fulfill your requests, administer various programs, promotions or services, and for other business purposes.
  • Information collected online or offline may be shared with current or future VIP Custom Vapors entities or subsidiaries.
  • We may also use information about you and your visits to our Web site to send you targeted ads and marketing information.
  • VIP Custom Vapors does not sell or rent your personal information to third parties.
  • In limited circumstances, VIP Custom Vapors may need to share your information with certain third parties.

Your Choices

  • Opt out of e-mail and direct mail marketing communications.
  • Update and correct your personal information within your my account section of the web site or call 1-716-810-9599

Important Information

  • VIP Custom Vapors does not knowingly collect information from children online.
  • VIP Custom Vapors values our relationship with our customers and are committed to responsible information-handling practices. View our entire Privacy Policy.

How To Contact Us

  • Hours of Operation: Monday - Thursday 12am-9pm, Friday 11am-8pm EST Sunday 12pm-4pm EST
  • If you have questions about VIP Custom Vapors' Privacy Policy, contact us by:
  • Phone: 1-716-810-9599
  • E-mail: service@VIPCustomVapors.com
  • Regular mail:
  • VIP Custom Vapors
  • 4192 Union Road
  • Cheektowaga, NY 14225

Return Policy

You may return merchandise purchased at VIP Custom Vapors if it meets the guidelines below.

Guidelines

Before we can accept any returns, a Returns Merchandise Authorization (RMA) number must be received from VIP Custom Vapors Customer Care by sending an email to service@VIPCustomVapors.com or by calling 1-716-810-9599. All returns must be made in original condition and include all accessories. You will receive a replacement or refund for your purchase only if it meets the criteria below (note, original shipping fees are not refundable). Please note that it is the customer's responsibility to pay for return shipping.

14-Day Return Period

Refunds or exchanges are available for any defective mod up to fourteen days from the date that the merchandise was received. After fourteen days, the buyer must follow the product warranty policy.

Warranty Policy

If the product becomes defective after fourteen days, buyer must follow the product warranty policy. All items that carry a manufacturer warranty (as stated in the product description) are end-user warranties only and cannot be returned after fourteen days for any reason. Items that carry a 30-Day warranty are covered by VIP Custom Vapors’ full replacement guarantee. Note, if we do not currently have the item in stock, a full refund will be given.

Restocking Fee

A 15% restock fee will be charged on all opened merchandise that is not defective or damaged.

Missing Item or Damaged Product Fee

A missing item or damaged product fee will be charged for any product missing the original box, packaging material, contents, accessories and/or manuals (i.e., any product not in "like new" condition). Amount of fee depends on the item missing or damaged.

Rebate Policy

Any product that was purchased when a mail-in rebate was available on the purchase is subject to having the amount of the rebate deducted from the refund amount. Unless noted otherwise, all rebates are limited to one per product, per household or address.

Promotional Items

Any product that is returned without a promotional item(s) included with the original transaction will have the value of the promotional item deducted from the refund amount.

VIP Custom Vapors reserves the right to deny any return.

FAQ's

How do I place an order?

Orders can be placed on our website 24 hours a day 7 days a week. Want to email or talk to a sales person? We welcome you to contact our sales department to chat with our knowledgeable sales representatives Monday through Saturday between 10:00am and 9:00pm eastern standard time or Sundays between 12:00pm and 4:00pm eastern standard time.

What payment options are available?

We accept VISA, MasterCard, American Express, and Discover Card.

What are VIP Custom Vapors’s "Order Verification" procedures?

All orders placed through VIP Custom Vapors are subject to our verification process for order accuracy and authorized valid payment. For security reasons, we may contact you via email or phone requesting additional information.

In order to guard against fraudulent activity, VIP Custom Vapors may verify the bill to and ship to address. Please be sure to provide your exact billing address and phone number (the address and phone number your credit card bank has on file). Incorrect information may cause a delay in the processing time.

If your shipping address is different than you're billing address (where you receive your credit card statement), please call your credit card bank to make them aware of the shipping address. Informing your credit card bank about your the shipping address will not change any existing billing information; it will be temporarily listed in the banks memo field for purchase verification only. Please recognize that calling your credit card bank about an address notification may not only be necessary, but it will also speed up the verification process.

Where do I find my "Order Confirmation" number?

A confirmation displaying an order number will appear on the checkout page immediately after your order is submitted. If an order confirmation did not appear after the final submit button, we may have received your order, but communication from our server to your computer was interrupted. Please contact customer service to verify if your order had been received.

You will also receive an order confirmation via email after completing your order online or by phone. An email address is required so that we may keep you informed on the status of your order. Please recognize that your ISP or email client may have a filter that is preventing the email confirmation from getting through to you. Please check your Junk Mail folder and/or turn off your Spam Filter to allow e-mail from service@VIPCustomVapors.com.

We will never share your email address with unrelated 3rd party except as necessary to fulfill transactions that you initiate.

How long does it take to process your order?

It may take approximately one or two business days to process an order before it ships, provided that we are able to complete the address verification if necessary, and payment processes timely. The estimated time of arrival is determined by the chosen method of shipping and the carrier's local delivery guidelines.

Where do I check my order status and see my tracking information?

You can check the status of your order on our website at anytime clicking the link at the top of the page titled "Order Status". Enter your order number and billing zip code to view the status of the order. You may also contact our Customer Support for order status information.

Can I change or cancel an order?

You may request an order change or cancellation by phone as long as it has not been processed for shipping. Since orders are usually processed quickly, notifying us of an order change or cancellation via email is not recommended, as we may not get to your request in time. Please contact our Customer Support line at 716-810-9599 to request a change or cancellation (please have your order number handy).

If your order was shipped before you requested a cancellation or before any changes could be made, you can refuse delivery and we will refund you for the purchase less our shipping and processing cost when the package is returned to our warehouse. We cannot process any refunds until the order is physically received in our warehouse.

We are unable to reinstate an order once it has been cancelled. You may place a new order subject to our current availability and pricing.

Can I change the shipping address on an order once it has been placed?

Once an order has passed our verification process, the shipping address cannot be changed if it is different than the billing address. You may cancel the existing order, provided that it hasn't been processed for shipping, and place a new order with a different shipping destination.

Does VIP Custom Vapors ship orders internationally?

Outside of the United States, we currently process and ship orders to Canada only.

What does "order acceptance" and "order limitations" mean?

Any order confirmation (electronic or paper receipt) given to you through VIP Custom Vapors does not signify our acceptance of your order, nor does it constitute confirmation of an offer to sell. VIP Custom Vapors reserves the right to decline and cancel an order, or supply less than quantity ordered at any time.

Given the popularity and shortage of some items, we may at times have to restrict the quantity of a particular item ordered. We will notify you if we are unable to accommodate your order. VIP Custom Vapors may, at its own discretion, limit or cancel quantities purchased per person, per household or per order.

What is VIP Custom Vapors's Pricing Policy?

VIP Custom Vapors is determined to provide our customers with our best possible pricing and up-to-the-minute savings however, all prices are subject to change without notice.

Despite our best efforts to advertise prices appropriately, some items may be advertised incorrectly due to a typographical error. We reserve the right to refuse or cancel an order for an item that was priced incorrectly, whether it has been confirmed, charged, and even shipped. If an order is refused after it was shipped due to a pricing error, we may issue a charge to reconcile the price difference.

The pricing posted on our website may not always be identical to those found on some price comparison shopping websites. Prices listed on most price comparison websites may take up to 24 hours to update and match our site.

With our product availability, smart pricing, and our level of service, we offer a superb shopping experience. Having that in mind, we do not offer price protection.

What "taxes" are charged by VIP Custom Vapors?

VIP Custom Vapors will automatically charge and withhold the applicable sales tax for orders delivered to an address in the state of New York. We do NOT charge sales tax on any orders shipped to other states. If your credit card billing address is in the state of NY and your ship to address is not, you will not be charged sales tax. An 8.75% (Erie County, NY) sales tax is automatically calculated on both the value of the product's and the shipping charge as required by New York State law.

What shipping options are available?

All orders are currently shipped via a standard postal service option.  

Disclaimers

Website Disclaimer

This website and the information provided herein are provided on an "as is" basis. Neither VIP Custom Vapors, affiliates, nor each of their respective officers, directors, employees, and agents, warrant that the use of the VIP Custom Vapors site will not be interrupted or error-free, nor do we warranty the accuracy, validity, completeness or reliability of the content provided on the site.

Warranty Disclaimer

We make no representation or warranty of any kind, whether expressed or implied, including but not limited to, implied warranties of merchantability, non-infringement, or fitness for a particular purpose. All items purchased from our store are accompanied by a manufacturer warranty, unless indicated otherwise. You acknowledge that any warranty in connection with all products or services offered on our site is solely provided by the manufacturer or supplier of that product or service. For warranty information and/or assistance, please check the documentation supplied with the product or contact the manufacturer.

Shipping Disclaimer

We will make every effort and use every good measure to deliver your order on time. VIP Custom Vapors will not be responsible for any delay of the shipment during transit, for reasons including but not limited to, negligence by the shipping carrier, employee strikes, and weather.

Limitation of Liability

Under no circumstances, shall VIP Custom Vapors or its associates be liable for any direct, indirect, incidental or consequential damages, that result from your use of or inability to use the VIP Custom Vapors site, or from products or services offered on the site, including but not limited to your reliance on any information obtained from the site or the use of products or services offered on the site, that results in mistakes, interruptions, deletion or corruption of files, viruses, delays in operation or transmission, or any failure of performance, damage to equipment, and/or personal injury or death. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Product Description / Images

Product descriptions and images displayed on our site are for quick reference only. VIP Custom Vapors is not responsible for changes or variations in product specifications and/or physical appearance. Although we do our best to ensure that all product information is up-to-date and accurate, there are circumstances which can cause the information on our website to be listed incorrectly or become outdated without our immediate knowledge. This includes but is not limited to preliminary specification supplied by the manufacturer in error, new versions or revisions, color deviations, retail package alterations and other variations that may be considered inconsequential by the manufacturer. VIP Custom Vapors relies on the manufacturer to communicate these differences. Presently we have no way of alerting customers prior to purchase in the event the manufacturer fails to do so. Consequently, VIP Custom Vapors is not responsible for misleading information displayed on our site. If you discovered an error; please contact us and we will correct it.

Nicotine Sales to Minors

We will not sell nicotine or nicotine related products to anyone who is not of legal age to purchase and use tobacco or nicotine products under applicable law. We cannot be held responsible for minors purchasing nicotine or nicotine related products with a parent or guardian’s credit card. By placing your order for nicotine or a nicotine related product you are confirming that you are of legal age to purchase and use nicotine products in the state, country or territory where you are based. We may restrict the purchase of nicotine related products in your area.

Nicotine is a highly addictive substance derived from the tobacco plant. Our products do not treat, diagnose, or cure any disease, physical ailment, or condition. If you are allergic to nicotine or any combination of inhalants, if you are pregnant or breast-feeding, or if you have a heart-condition, diabetes, high blood pressure or asthma, consult your physician before using any Custom VIP Vapors nicotine products. 

Just like traditional tobacco cigarettes, Custom VIP Vapors Electronic Cigarettes are not approved by the American FDA. 

CALIFORNIA PROPOSITION 65 Warning: Some of our products contains nicotine, a chemical known to the state of California to cause birth defects or other reproductive harm. 

Custom VIP Vapors devices are not intended to administer medicinal or illegal products of any kind and doing so voids the warranty. The manufacturer is not responsible for any damage or personal injury caused by inappropriate, incorrect, or irresponsible use of our products. We reserve the right to change specifications, product descriptions, product quality, pricing and application at any time without prior written or oral notice.

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