Frequently Asked Questions
With you in mind, We are are here to help.
We strive to make everything on our website as clear and straight forward as possible. However, sometimes there are questions that we get asked more frequently than others. We have put together a list of helpful answers to the most asked questions that we receive from our customers. If there is something else that you need help with or more clarification please don't hesitate to contact us.
You can reach us our customer service department by calling (855) 404-2232 or through e-mail Support@Provape.com where a representative is available Monday - Friday 9:00 AM to 5:00 PM PST.
Return & Exchange FAQ
To start a return please contact us via our toll free number at 855-404-2232 from Monday - Friday 9:00 AM to 5:00 PM PST or by sending an e-mail with your order # to Support@Provape.com.
We hope that you will be delighted with your items however, if you would like to return your items for any reason at all, you may do so within 30 days of receiving your order. Items returned must be in a new and unused condition and are the responsibility of the customer until they are received by ProVape.
You can read our full return policy here
If your order was cancelled we process your refund immediately. Most refunds will post back to your account within 24-48 business hours. However, depending on your bank it may take up to 5-10 business days for it to be visible in your account.
If you are returning products we will process your refund within 48 business hours of receiving your package back to our warehouse.
In the unlikely event that an item sent to you is found to be faulty, simply begin the return process by contacting us, we will take care of shipping costs to receive the item back to our warehouse. Once we have received the item back your refund will be issued within 48 business hours. If you'd still like to receive the product you will then need to place a new order.
Important: All items are quality checked before leaving the warehouse. Please fully inspect your item before use for any damage in transit, as items will not be replaced or refunded after use.
While we take every care to ensure that you are sent the correct items, mistakes can occasionally be made. If you find that you have received the wrong products we will happily replace them with the correct items at no charge to yourself. Simply start the return process by contacting us via our toll free number at 855-404-2232 from Monday - Friday 9:00 AM to 5:00 PM PST or by sending an e-mail with your order # to Support@Provape.com. You will then be provided with a pre-paid shipping label to ship the incorrect item(s) back to us. Once we've received the items back to our warehouse we will ship out your replacement item(s) within 48 hours.
In accordance with the congressional amendment to the PACT Act, all shipping deliveries on ProVape.com will require Adult Signature service starting March 27, 2021. Adult Signature service fee will be automatically added to all orders.
An adult (21 years of age or older) is required to provide a valid government-issued ID to the delivery employee and sign for the package.
If it's more convenient for you, we're able to ship your order to a business address of your choice.
To avoid missed deliveries, we recommend customers follow Tracking information closely. If you already missed a delivery attempt, make sure to follow the instructions on the door tag, if applicable, or any tracking indicators to ensure your delivery is made on the next attempt.
This delivery service incurs an additional charge of $5 per order, which will be reflected at the time of checkout.
During COVID-19, customers are still subject to Adult Signature Fees as carriers have a new procedure in place to validate the order while adhering to new safety standards during the delivery process.
We are unable to ship packages with Adult Signature service to P.O. Boxes.
ProVape is proud to offer Free Shipping on all orders to the US of $100 or more. Free Shipping services vary depending on the item(s) ordered and can take anywhere from 3-8 business days.
Yes. Your billing address is only used to verify your credit card information. However, if fraud is suspected or your order is flagged by our system you may be asked to provide additional ID verification to prevent an underage/fraudulent order.
All orders are shipped from our warehouse in Burbank, California.
We use the United States Postal Service to ship all of our orders. We have found the USPS to be the most affordable solution for our customers and provides the fastest delivery times.
First, we ask that you not open the product that was shipped to you. In the case you are sent a wrong product we will provide a return shipping label and ship you your correct producct right away. Please contact us via phone, email or live chat so that we may help you find your order. Please have your order number handy to expedite your request.
We do our very best to process every order within the same hour of it being placed. Depending on the size of your order it could take up to 24 business hours to process after the order has has been placed. If your order is placed before 12:00 PM PST, your order will usually ship the same day. If your order is placed after 12:00 PM PST, your order will be shipped the following business day.
Our normal business hours are Monday-Friday from 9:00 AM to 5:00 PM PST excluding national holidays. Any orders placed after 12:00 PM PST on Friday are shipped first thing Monday morning.