Frequently Asked Questions

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Due to changes in shipping rules for UPS Shipping,  we can no longer offer shipping for lithium batteries with the UPS Expedited Air options. Batteries cannot be shipped on planes for internal or external batteries. Contact us to see if your product is eligible.

How can I check my order status?

Log into your account, select "Account" at the top right. Look for your order number and the status will be stated to the right. 

What does "Awaiting Fulfillment" mean?

"Awaiting Fulfillment" means your order has been successfully placed and is in our pool of orders to be fulfilled by our team. Wholesale accounts can contact your PV Sales Rep for any questions. 

Why is my order "Pending"?

Your order status will be changed to pending if we see a problem with your order or have an inventory issue. If we are out of stock we will automatically issue store credit to your account. We will issue store credit to ensure quick order receiving.  

Why does my order say “Manual Verification Required”?

We have an automated system that will be prompted as manual verification if your billing address does not match your cards billing address. These will be manually verified by our team. For a faster order process, please make sure you provide the correct billing address. 

How can I get a faster processing time?

To ensure no delays, make sure all information on your account given to us is correct. If there are any mistakes, there could be a delay in processing. You can also purchase by the case for a faster fulfillment process. 

What is your warranty?

You may return most new, unopened items within 30 days of delivery for a refund. All items must show no wear and tear. All original items must be included in the package. For Wholesale Accounts, please contact your Perfect Vape Representative.

What do I do if my product is DOA(Dead On Arrival)?

The customer is fully responsible for checking the items and notifying us within 48 hours of delivery. Please carefully check all items upon receiving them. 

All DOA items must be reported to us through a Return Request Submission (look below to see how to make a Return Request). All returns must be in their correct packaging and must have all original items included. These items must show no wear and tear. The warranty period expires whether you test the product or not. 

What do I do if my device has stopped working or is defective?

First you will submit a return request (see below how to make a return) and then someone will contact you regarding your return via email. Depending on the problem with the product we may ask for more details or ask for photos and videos of the product. You must have the original box the product came in with the serial number on it. We may or may not require the customer to send the product back for testing based upon the problem with the product.

How do I make a return?

Log into your account, go to the Account Menu. Click on the “Complete Orders” link then click the Return link. It will prompt questions and a space to add notes. Please be as detailed as possible as all returns are subject to be approved or denied based on several factors. The customer is responsible for returning the product to us. (This does not apply to wrong products sent.) 

What is not eligible for return?

E-liquid (juice), atomizers, clearomizers, cartomizers, flavor pods, disposable devices, refillable pods, drip tips, tanks, and some alternative devices. 

What if I was sent the wrong product or missing products from my order?

The customer is fully responsible for checking the items and notifying us within 48 hours of delivery. Please carefully check all items upon receiving them. 

Please email customerservice@perfectvape.com or your Sales Representative for further instructions. An investigation will need to be done and could take some time.

How can I get a refund?

If the following products are eligible for return, complete a Return Request and provide information for the reason along with a request for a refund. Shipping fees may not be refunded. All products must have it’s original contents with it. Failure to do so will be a denied request.

How long will the refund take?

Refunds can take between 3 and 10 business days to process with your bank depending on their refund process. Please contact your bank for further information. 

If you used a prepaid card or a gift card a refund can take up to 4 weeks to process with the card manufacturer. Perfect Vape is not responsible for refunds to prepaid cards or gift cards in the event the cardholder no longer has possession of the card.  

My package was returned to sender. What do I do next?

If your package was returned to us for any reason such as: wrong address, address typo made by customer, refused packages, invalid address, packages that were not picked up by the customer, etc. We will hold your package until you contact us regarding the package. To fix an address and/ or re-ship the package we do charge a standard $3.99 shipping fee. If you would like to be refunded we will refund the cost of the items minus a $5.00 fee and the shipping charges. 

How do I pick up in-store?

We have one location in Oklahoma City, OK. Place your order online or with your shop’s Sales Rep before coming in to pick your order up. Allow an hour for your order to be processed. To ensure a quicker check out process, we do not take orders in shop.

Do you have a Buy-Back System?

Yes, please contact your Perfect Vape Representative at (405) 200-1277 for further information.

How do I find my tracking number?

Once shipped, an automatic email will be sent with a tracking number attached. Can’t find it? Contact us at (405) 200-1277, customerservice@perfectvape.com, or your Sales Rep.

How do I track my order? 

For tracking numbers starting with a 9 that will be a USPS tracking number and you will search it through USPS.com, for tracking numbers starting with a 1 that will be a UPS tracking number and you will search it on UPS.com. If you do not have your tracking number please contact us via email at customerservice@perfectvape.com.


Shipping FAQ

We offer Free Shipping for orders over $50. Free shipping is weight based for USPS or UPS based on our discretion for the best shipping method. We offer a fixed rate shipping of $3.99 for orders under $50. 

I just placed my order, when can I expect it to be shipped?

In most cases we ship out same day or next day. Please note, due to COVID19 it could take 1-7 business days for items to be processed and shipped out and if the order was placed on the weekend for we are closed. Winter Holiday Seasons may affect shipping due to shipping companies and processing. Wholesale accounts can contact their PV Sales Reps for accommodations and more information

Depending on the shipping option you choose; they are estimated as follows;

  • Fixed Rate est. 3-7 business days. (USPS delivers on Saturdays)

  • UPS Ground est. 3-5 business days (UPS is Closed on Weekends in most areas.)

For Saturday delivery, please contact us at 405-200-1277. There will be a $20 charge for Saturday delivery. 

Due to changes in shipping rules for UPS Shipping,  we can no longer offer shipping for lithium batteries with the UPS Expedited Air options. Batteries cannot be shipped on planes for internal or external batteries. Contact us to see if your product is eligible.

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 can cause delays in shipping. Once shipped, Perfect Vape is not responsible for the shipping carriers time frame. 

Perfect Vape is also not responsible for lost items, mis-delivered packages or returned packages once delivered.

Packages require an adult signature upon delivery. *This is up to the discretion of the driver. Any delivery issues must be addressed to your local post office or shipping company.

I provided the wrong shipping address or I have an error on my shipping address.

This must be reported to us before it is shipped. Call 405-200-1277 ext. 102. Once shipped, we are unable to reroute the package. If it comes back to us, we can send it out with a $3.99 reship fee. If you ask for a refund, a fee of $5 is required.

Do you ship international?

If your country is not listed in the registration or checkout process, we may not ship to your country due to their regulations. Free shipping is not offered to international customers. We ship with USPS/UPS/or DHL at our discretion, regardless of selection chosen. 

If your package was rejected, returned to us, or held by customs in your country, you are responsible for the full invoice amount and no refunds will be given. 

What is COD? 

COD stands for Cash On Delivery and is offered for orders over $500 & must be paid with a cashiers check or money order at the time of delivery. COD is only offered to our Wholesale Accounts. 

What is Behalf?

Behalf is an option used for Buy Now, Pay Later. It is only offered for our Wholesale Accounts. You will need to enroll into the program on behalf in order to purchase. 

Do you have a Drop Ship program?

Yes! Please reach out to wholesale@perfectvape.com to get your wholesale account started and clarify you're looking to apply for the drop ship account.

 

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