Contact Us & FAQ

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ORDER PLACEMENT

How to Use Rewards

Visit our PV REWARDS page here!

How to Use Store Credit

Once you login, if applicable, you will see a store credit amount near the cart icon at the top right. At checkout, you will see the funds again at the payment page. Ensure the checkbox is checked.

How to Use BEHALF

BEHALF is an option only available to our approved Wholesale Accounts. It is a flexible payment option that allows you to buy now, pay later. You will need to enroll in the program here.

Drop Ship Program (Wholesale Accounts Only)

Drop shipping is available with no fees! You must be an approved Wholesale Account. Contact wholesale@perfectvape.com or call us at (405) 731-9193 for more information.

Order Confirmation 

An order confirmation email is sent to the email you provided when placing the order. Please check your spam folder for order confirmation emails. An order ID is included in that email that will be necessary for any further communications. Another way to confirm your order is to log into your account.

Out of Stock Items 

We receive multiple times a week. If you are in search of an item that is out of stock, sign up for the in stock notifier by providing your email into the box located on the product's page after selecting your specific item.

ORDER STATUS

How to Check Order Status

Once you have logged into your account, select ACCOUNT at the top right. Your order status will be displayed to the right.

 

AWAITING FULFILLMENT

Your order is successfully placed and is being processed. Please allow 1-7 business days for it to be processed. (There may be delays that could cause a longer processing time such as limited staff due to COVID safety regulations and Holiday seasons.) We are closed on Saturdays and Sundays. To ensure no delays in processing, please make sure to provide all the correct information at the time of order placement.

 

PENDING

There are a few reasons why orders are placed under a pending status. Below is a list of common reasons:

 

- We see an issue with your shipping address.

- One or more items may be out of stock.

 

If any of these problems occur we will be contacting you as soon as we possibly can. If you have not received a call or email, reach out to us at customerservice@perfectvape.com or call us at (405) 200-1277 between 9am-5pm CST Monday thru Friday. 

 

MANUAL VERIFICATION

We have an automatic system that will prompt your order as MANUAL VERIFICATION if it sees a billing issue with your order. This could be due to the wrong billing address provided or a pre-paid/gift card was used in which we cannot take nor refund. This will be verified by our fraud team. Please allow 1-3 business days for this security insurance. You may be contacted for further information. Each customer is responsible for the information submitted to us.

 

AWAITING PICKUP

You placed your order for IN STORE PICKUP in which you may come into our warehouse to pick up your order. You will not be called when the order is processed. If you selected IN STORE PICKUP on accident, a $3.99 shipping fee will be necessary. We do not take orders in store or over the phone.

Our only location is in Oklahoma City, OK.

 

SHIPPED

Your order has been shipped. You should've received an email with a tracking number. Please be sure to check your spam folder. If you cannot locate your tracking number, please contact customerservice@perfectvape.com.

SHIPPING

How to Track/Find Tracking

You should've received an email from us containing your tracking number. Please check your spam folder. If you cannot locate your tracking number, please contact customerservice@perfectvape.com.

Shipping Options & Time

We offer FREE SHIPPING for orders placed $50+. This is only applicable for US continental. Order processing time is different from shipping time. All orders are shipped out from Oklahoma.

 

Packages require an adult signature upon delivery. 

 

These shipping time-frames are not reflected with any external delays that the shipping company may be experiencing.

 

FREE SHIPPING

This is shipped weight based for USPS or UPS depending on our discretion of the best shipping method available.

Time: 1-7 business days (Depending on your location)

 

FIXED RATE

This will ship out USPS. Rates could change depending on your package weight and address - you will be contacted for further actions. USPS delivers on Saturdays.

Time: 1-7 business days (Depending on your location)

 

UPS GROUND

This will ship out UPS. UPS won't deliver weekends.

Time: 1-5 business days (Depending on your location)

 

COD

This option is only available for our approved Wholesale Accounts. Only for orders $500+ and must have a money order at the time of delivery. If the package returns to us, we will ask you to pay to have it reshipped.

 

Please note that the shipping rates for many items we sell are weight based and depends on your address of shipping. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

 

WE CANNOT GUARANTEE ANY SHIPPING TIME-FRAMES AND EXTERNAL FORCES (HOLIDAY SEASON, COVID, INCLEMENT WEATHER, ETC) CAN CAUSE DELAYS IN SHIPMENTS.

 

ONCE SHIPPED PERFECT VAPE IS NOT RESPONSIBLE FOR THE FOLLOWING: (1) Shipping carries time frame (2) Lost Items, mis-delivered packages or returned packages once the tracking information states delivered. 

 

Any delivery issues must be addressed to your local post office or shipping company.

 

USPS | 1 (800) 275-8777

 

UPS | 1 (800) 742-5877

Tracking Hasn't Update/Shipment Ready

If your item was just shipped that day, please allow 48 hours for updates to appear. If your tracking number hasn't updated from the  SHIPMENT READY status, please allow 4 weeks for updates. Updates on your package are provided when the delivery person scans at each destination. On some cases, updates won't appear until it's in your state. No updates can be due to delays with the shipping company. You can contact the shipping provider for more information such as a GPS location. If there are no updates after 4 weeks, please contact us. Updates usually show within 1 week in most cases.

International Shipping

Due to COVID19 shipping guidelines, we are not currently shipping internationally. Once lifted, we will resume to shipping everywhere again.

Wrong Shipping Address Provided

You must contact us before the order has shipped. We do not edit orders once placed. We will cancel your order, place your funds in your store credit, and you will need to replace your order with the correct information. 

Return to Sender

If your tracking information for your specific order indicates RETURN TO SENDER, this could mean that the shipping company has found an issue in delivering your package. If the package hasn't reached back to us, please contact the shipping provider to further assist you. If the package is back at our facility, a reship fee of $3.99 is required depending on certain factors. If you would like a refund instead of a reshipment, a fee of $5 is required. We cannot refund if the package is NOT at our facility. 

RETURN POLICY & WARRANTY

PerfectVape has a 30 day warranty. Items must be included in their original packaging (including wrap) with the original contents. It must show no wear and tear. You will have to fill out a RETURN REQUEST. The request can be denied based on several factors. We do not take returns/refunds for products that are unsatisfying. Customers are responsible for the products they chose to purchase and should read all of the product's information located on the product's page.

These Products Are Not Eligible for Return

  • Liquid: E-Juice, Concentrate, PG/VG, Nicotine
  • Disposable Vape Devices
  • Tanks, atomizers, clearomizers, cartomizers, drip tips, any mouth pieces
  • Some alternative devices
  • Any product that shows user error or damage

How to Make a Return Request

 

1. Log into your account.

2. Go to the ACCOUNT menu.

3. Click on COMPLETED ORDERS.

4. Click on RETURN.

5. Fill all prompt questions and space for notes. Please be detailed as possible as all returns are subject to be approved or denied based on criteria.

 

If approved, the customer is responsible for returning the product to us. (This may not apply for certain issues).

DOA Products (Dead on Arrival)

The customer is fully responsible for checking items and notifying us within 48 hours of delivery time. Please carefully check all items upon receiving them and keep the original packaging (We may ask for videos and photos of the numbers provided on the packaging as it is necessary for documentation).

 

All DOA items must be reported to us through a RETURN REQUEST SUBMISSION. They must show no signs of usage/wear and tears. The warranty period expires whether you test the product or not.

Device Stopped Working/Defective

You will need to submit a RETURN REQUEST within 30 days of delivery. If your submission is approved, we will contact you for further information, videos, photos, and serial number photos. These are required for documentation for the manufacturer and for quality assurance. 

Received Wrong Items

The customer is fully responsible for checking items and notifying us within 48 hours of delivery. Please carefully check all items upon receiving. Please complete a RETURN REQUEST within 48 hours of delivery and will contact you ASAP. An investigation may be required and additional information may be requested.

Missing Items

The customer is fully responsible for checking items and notifying us within 48 hours of delivery. Please carefully check all items upon receiving. Please contact customerservice@perfectvape.com or call (405) 200-1277 and state your order number, the missing item(s), and if the package appears to be tampered with. An investigation will be required in which we will check our scans, inventory, cameras, and more. You may be contacted for further information. Investigations can take up to 1 business day if necessary.

How Long Will the Refund Take

Refunds can take 1-10 business days depending on your bank. If you are international, refunds can take 1-4 weeks depending on your bank. Once refunded, you will receive an email with a Refund Trans ID. You can contact your bank with that ID for further assist. We will not have any further information.

 

Perfect Vape is not responsible for refunds to prepaid cards/gift cards.

How to Cancel an Order

Order cancellations can be only be done over the phone for security reasons and if the order hasn't been shipped. Give us a call at (405) 200-1277 from 9am-5pm CST Monday thru Friday.

PERFECTVAPE HIRING

We are always looking for hardworking and great additions for our growing team! Send your resume to careers@perfectvape.com.


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