Delivery and payment

Payment FAQs

1. Why can’t I pay directly in your e-cigarette online store? I need to pay, what should I do?

We apologize for the inconvenience, but we have temporarily halted the use of credit payments and PayPal collections online. This decision is a result of the stricter implementation of the TPD policy. To proceed with your order, we kindly ask that you contact us or message us via Facebook or send an email to vapeguidercom@gmail.com to get our PayPal account or our Western Union name to make the payment through our PayPal account or via Western Union. Please remember to include the note "Order number" and not to note anything about vape items while making the payment. Thank you for your understanding.

Please tell us the following information after you have paid using Western Union.

1) The 10 digit control number.

2) Sender's name.

3) The exact amount you sent.

4) Sender's address.

5) Your shipping address.

6) Your order number.

7) The country you send from.

8) The receiver's name.

2. 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 us or message us via Facebook or send an email to vapeguidercom@gmail.com 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 it 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. 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 have received payment, the order status will show "Processing".

4. 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.

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 as the top priority.

6. Why does the product link show there is stock when I placed the order, but you notified me that it's out of stock?

We apologize for any inconvenience caused. Our stock inventory changes daily due to the wide variety of adult products we carry, with approximately tons of items in our online store. While we make every effort to update our inventory regularly, there may be instances where the product appears to be in stock when you place your order but is actually out of stock. If this happens, we will notify you promptly and offer a refund or assist you in finding an alternative product.

Shipping FAQs

1. How do I change the shipping method?

Once you have placed an order, the shipping method should not be altered. Under normal circumstances, we offer free delivery to your country using the China International Post epacket or Dutch Post for postal transshipment and delivery to your destination. 

However, you can still contact us or message us via Facebook or send an email to vapeguidercom@gmail.com. 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 us or message us via Facebook or send an email to vapeguidercom@gmail.com 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 it 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 my package be shipped and when will I get it?

Under normal circumstances, we offer free delivery to your country using China International Post epacket and Dutch Post for postal transshipment and delivery to your destination. Here are the estimated delivery times for each option:

China International Post epacket: EU and USA: 10-25 days Russia: 20-35 days

Netherlands Post: EU: approximately 20 days Asia: 25-35 days

South America or Africa: approximately 60 days

Please note that these are approximate delivery times and can vary depending on various factors. The shipping process and delivery time vary depending on the availability of the product and the shipping carrier. If the product you ordered is in stock, we will dispatch it from our warehouse to China International Post Company on the same day you place your order. If the product is not in stock, we will contact you via email to discuss options such as changing to another item, waiting for restocking or issuing a refund.

After China International Post receives the package, it will be sent to Hong Kong International Airport, where it will await a flight to your destination country. This waiting period usually lasts 5 to 10 days, but can sometimes be longer, though typically not exceeding 20 days.

Once the package is scheduled to board the flight, it will fly to your destination country and undergo customs clearance, which usually takes 3 to 5 days under normal circumstances. However, please note that there may be additional time required if customs inspections or document requirements arise, though this is rare.

After customs clearance, the package will be handed over to the postal service of your country and transferred to the local post office in your city. This transit period typically lasts 7 to 10 days, followed by 1 to 3 days of delivery by your local post office, including weekends and holidays.

Please keep in mind that these are estimated delivery times, and specific timing will depend on the actual tracking information. Various factors in the shipping and customs processes, such as waiting for scheduled flights or customs clearance, may cause changes in delivery time.

4. Do you ship to my country and what are the shipping rates?

We provide free shipping 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 include the shipping price. 

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 was 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 us or message us via Facebook or send an email to vapeguidercom@gmail.com 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 the 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? What if my parcel is seized by Customs?

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

We are unable to determine if e-cigarettes are legal in your country. Therefore, when shipping these products, we use discreet names such as "metal tube" or "memory" to avoid any potential issues with customs. If you have specific requirements for the product name declaration, we can accommodate them. Our goal is to ensure quick clearance for your products. However, we cannot guarantee 100% clearance, especially in countries like Canada, India, Turkey, Israel, Hungary, etc., where e-cigarettes are banned and customs inspections are stricter. Unfortunately, if your country bans e-cigarettes and the product is checked at the destination, it will be confiscated and destroyed. We will not be held responsible for any products found by customs in countries that prohibit e-cigarettes. However, we understand and are willing to share this risk. In the event of confiscation, we are prepared to refund you half of the purchase price.

11. 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.

12. Do I need to sign for the package in person? 

Whether you are required to sign for the package personally or if someone else, such as a family member or friend, can sign on your behalf, is determined by your local post office. In most cases, there is no need for you to sign in person, and the package will be delivered directly to your mailbox or another secure location without notification. However, to ensure that the package is not stolen or placed somewhere inaccessible, we recommend signing in person. If you require personal signature confirmation, please indicate this in the comments section when placing your order. We will assist in tracking the package and, once it arrives at your local post office, remind you to call the courier to contact you for signature confirmation.