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 Info@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 Returns@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 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 Returns@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.
ProVape is proud to offer Free Shipping on all orders to the US of $50 or more. Free Shipping services vary depending on the item(s) ordered and can take anywhere from 2-9 business days. Expedited Services are available at an additional charge.
International shipments do not qualify for Free Shipping and must choose either USPS First Class International, USPS Priority International, or USPS Priority Express International as a shipping options.
Expedited Services and International Services vary depending on the weight of your shipment and distance from our warehouse in Missouri. All shipping options available to you will be displayed at checkout.
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. These services include First Class, Priority Mail, Express Mail and International options.
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 check your tracking number to determine if your order is still in transit. If the order is marked "Delivered" and you have not received it 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.
Although we do not automatically add signature confirmation to each order, we reserve the right to require an adult signature upon delivery at our discretion. If you are under the age of 21, do not order from this site. We take fraud and underage orders very seriously and we will report any misuse of this site.
Orders shipped outside the US may be subject to import taxes, customs duties and other fees levied by your country. ProVape has no control over these additional charges, nor can we predict what they will be. We recommend checking with your local customs office for more information on these charges.
Yes, all of our packaged are shipped discreetly in a plain white or brown box or envelope. Shipping label return address will state "Burbank Distribution" with no mention of ProVape or ProVape.com. Items in your shipment will not be listed anywhere on the package with the exception of International shipments that require merchandise information for customs purposes.