For customers experiencing significant delays or stolen/missing packages and have purchased the optional Route Package Protection, we recommend using their services to file a claim for reimbursement or a replacement:

https://claims.route.com/

More information on Route can be found on our article below:

ROUTE SHIPPING ASSURANCE

There is no guarantee that we will be able to cancel it or make adjustments. We do have a limited window of time where we may attempt to cancel order before they have begun processing with our shipping department.

Once an order has begun processing or has processed for shipment, the order is no longer able to be canceled/refunded.

Alternatively, you may contact us at [email protected] once you have received your package and we will assist you in the returns procedure.

Fill out the form below to submit your cancellation request:

Unfortunately, addresses cannot be modified once the order has been placed. Alternatively, we may attempt to cancel your order for a refund so that you may re-order with the correct information.

If you would prefer to cancel your order, please choose Cancel My Order in the dropdown menu above.

We are unable to modify orders once they have been placed. Alternatively, we may attempt to cancel your order for a refund so that you may re-order with the correct information.

If you would prefer to cancel your order, please choose Cancel My Order in the dropdown menu above.

CHECK ORDER STATUS

1. Packages will first be in transit on a commercial LTL Truck across the country to a regional carrier near you, which can take up to 7 business days. In some cases, tracking information will only be available once the package is scanned at the carrier's destination hub.
2. Once received and processed at the hub, the package will then make its way to the Final Mile Carrier, who will be responsible for final delivery of the package.

Required Adult Signature Service

How do I select free shipping services?

• Western Half of the U.S. - 1-5 business days* in transit
• Local Regional Carriers (Midwest/Eastern Half) - 7-20 business days* in transit (Tracking will be available in your account or the Check Order Status page
• International Packages - Time varies

1. Packages will first be in transit on a commercial LTL Truck across the country to a regional carrier near you, which can take up to 7 business days. In some cases, tracking information will only be available once the package is scanned at the carrier's destination hub.  
2. Once received and processed at the hub, the package will then make its way to the Final Mile Carrier, who will be responsible for final delivery of the package.

Element Vape now offers local Pick Up shipping options using PUDOpoint services! This service offers a convenient way to pick up your package at a local business near you.

To select this option, you may select the Pick Up Locally option at checkout:

When selecting this option, a list of available nearby pickup locations will be provided for your zip code. You may select the option most convenient for you.

Customers that select this option will receive an email notification once the package is ready for pick-up, along with the address location and the business's operating hours.

Adult Signature Verification will still be required for packages using this service.

Customers experiencing issues with their PUDO package are advised to submit a support ticket with PUDO Point directly. Below is a direct link to their contact page:

https://www.pudopoint.com/pudo-point-counters/contact-us/

If you require further assistance, please submit a ticket with us using the form below:

Below are common reasons as to why a package may be marked Return To Sender:

- The shipping address provided at checkout was invalid or inaccurate.

- Forwarding instructions at the provided address are unavailable or expired.

- A lack of an individual age 21+ to sign for the package.

- The addressee noted on the package was not known at the shipping address

- Delivery courier was unable to access the destination (gated communities, military bases)

To prevent returned packages, we recommend verifying the shipping address is correct and deliverable prior to checkout. For customers that would normally be unavailable during delivery hours, we recommend shipping to your business address as any individual 21+ years of age may sign for the package.

Note: Due to regulations imposed by the PACT Act, we will be unable to reship packages that have been returned to our facility. Additionally, shipping and adult signature fees will be non-refundable.

If you have any questions or concerns, please submit a ticket using the form below:

• States - Arkansas, Maine, Oregon, Utah, and Vermont 
• Cities - San Francisco, Anchorage

• States - New York, New Jersey, Massachusetts, Rhode Island
• Cities - Chicago, Washington D.C.

• Verify if your country is available for selection during checkout when inputting your Shipping/Billing address. If your country is not listed, OR if shipping options do not appear, we are unable to accept payment from or ship to your country at this time.
• In some cases, our Shipping Department may not be able to fully finalize the shipment of orders shipping outside of the U.S. In these cases, your order may be automatically canceled for a full refund.

• All products sold are listed in US Dollars and will not be automatically converted into your local currency. Element Vape is not responsible for any conversion fees associated with international orders. 
• All duties, taxes, VAT, and any shipping service related fees are not covered and customers are responsible for these payments. 

1. The order is processed and fulfilled at our facility in Los Angeles, CA.
2. The package is handed off to a freight service and placed in transit towards a sorting facility (tracking or shipment updates may not be provided until the package has arrived at the facility)
3. After sorting, packages are once again placed in transit towards the Final Mile Carrier near your location. Your package may hop through multiple sorting facilities prior to arriving at the Final Mile Carrier, tracking updates may not be provided for each stop.
4. Once the package is at the Final Mile Carrier’s location, we’re at the last stage of delivery! It may take a few days for the carrier to schedule with available drivers and place your stop in their delivery route.

My package was marked delivered, but I have not received it.

Checkout Issue (Card Charged)

1. The billing address did not match with billing information on the card. Please make sure that the information that you entered is correct.
2. You may have saved your payment information incorrectly. We also recommend checking to see if you used any auto-fill features on your browser or phone. Please try removing any saved payment information and then manually entering your information.
3. If you happen to use a prepaid/gift card please make sure to register a billing address to the card in order for the transaction to go through. You may do so at the card issuer's website.
4. The shipping address may have been incorrectly inputted under the billing information. Our checkout system will ask for your shipping information in Step 2, and then ask you to uncheck the box in Step 4 if your billing information is different from your shipping information.
5. If a Non-US card was used, our merchant system may not accept payment from your country or financial institution.

Checkout Issue (Card not charged)

• Clear your browser's Cookies and Cache
• Use a different browser or device

• Disable any 3rd Party AdBlock services

• Reattempt purchase at a later time

All orders will be subject to our Age Verification process. Additionally, orders will no longer be able to be placed as a guest, and must be submitted while logged in to your account.

You may create an account with us here.

If you require assistance with age verification or pre-approving your account for a purchase, please use the form below and provide a photo of a form of ID such as a Driver License, State ID, Passport, or something related that shows your name, address, date of birth, and photo (You may be asked to provide additional information to finalize verification):

Account verification will NOT exempt you from Adult Signature services.

1. Add your wanted items to the cart.
2. At checkout, select Sezzle as your preferred payment method. The first 25% of your order total will be charged at the time of purchase.
3. Pay the remaining total in 3 equal interest-free installments that are billed automatically over 6 weeks.

• Be at least 18 years old
• Have a valid and verifiable mobile number
• Use a U.S. credit or debit card to make the purchase

Order confirmation emails are sent within 12-hours of the order being placed.

If a contact email was not provided at the time of checkout, or an incorrect/invalid email address was entered, the confirmation email will not be properly sent to your inbox.

Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. 

If you are still unable to locate the email, please feel free to contact us:

If you believe there is a discrepancy within the information or description provided for one of our products, please feel free to let us know using the form below:

Please use the form below to submit an item request with our Purchasing Department. Once the item is available, it will be up on the site immediately for purchase.

Unfortunately, due to supply chain issues from many manufacturers, we are unable to guarantee that the item requested will be restocked on our website. If it is a popular product, it is usually restocked in about two weeks.

Please be sure to keep the following in mind when using coupon codes:

• If the coupon code has a number after a word, please do not include a space between them. For example: SALE10 
• Only one coupon code can be applied per order
• All coupon codes are one-time use only
• All coupon codes will have an expiration date; please note that all orders are received in Pacific Standard/Daylight Time. 

If the coupon you are attempting to use is valid and not applying to your order, please submit a ticket with us using the form below. Kindly attach a screenshot of the items in your cart along with the discount code you are applying so that we may properly investigate the issue:

• Attempt to use an alternate tank on the box mod or an alternate box mod on the tank to find out the device that may be at fault.
• Change the coil on your atomizer, ensuring that it is securely fastened in the base of the tank.
• If you are using a tank, carefully open up the tank and ensure the coil is fully screwed into the base of the tank. 
• If you are using a rebuildable atomizer (RDA or RTA), ensure the positive and negative posts are screwed in. A poorly built coil can also be the root of this issue.
• For rebuildable atomizers (RDA or RTA), make sure the coil is not touching the cap or deck and the coil is not damaged. 
• Upgrade the firmware on your device (if available).
• Check if the resistance of the coil is too low for the mod that is being used. 
• If the coil is not the issue then it can be a faulty 510 connection due to excess gunk/build up on the connection points on your tank and/or mod. You may clean it with a cloth or tissue to see if this helps.

• The device is making poor connection with the replacement pod. Please ensure the metal prongs (located where the replacement pod is inserted) are not in a depressed state. You may attempt to fix this issue by using a Q-Tip to press down the prong while moving the prong in a circular motion. This should help the prong spring back up into its original position. 
• The battery is dead or has a poor electrical connection with the pod. 
• Depending on the device you are using, you may need to ensure the device is powered on. You may do so by pressing the fire button five times in quick succession.
• The replacement pod and/or coil is faulty. Attempt to use a new pod and/or coil to confirm this is not the root of the issue. 
• If the pod system has adjustable wattage, please be sure you are firing the device at the recommended wattage setting. 
• Make sure there is no e-liquid residue on the contact pins, if so you can easily wipe it down with a paper towel or cloth. 
• Allow the device to charge for about 2 hours before use. 
• The device’s temperature protection is engaging because e-liquid isn’t reaching the atomizer coil.

• Ensure you are priming your coils prior to use. Please allow the cotton to saturate in the e-liquid 10-15 minutes prior to use. 
• Please make sure the device is being cleaned regularly and properly. You may refer to the product manual if one was provided. A residue buildup in the coil/atomizer may cause a burnt taste when the device is being used. 
• Ensure you are using the recommended wattage range provided on the coil. Vaping at a higher wattage can burn the wicks quicker.
• Chain vaping will cause the wick to dry up faster than normal. Please allow the coil some time to saturate. 
• Coils will need to be replaced fairly frequently. Depending on how much the coil is used, you may need to replace it every few days or up to 2 weeks.
• There is a chance that your device was accidentally activated when there was no E-Liquid in the tank or pod. This will cause the burnt taste immediately, which you will need to change the coils and clean out the reservoir.

• Check the seals/silicone o-rings. They may be warped/bent in a way that prevents the tank from creating a proper seal. 
• Try to keep your device positioned vertically if you’re not using it for extended periods of time. Leaving your device laying on its side will cause the e-liquid to seep through the airflow holes. 
• Check if the coil is loose or stripped. You may attempt to replace the coil with a brand new coil and reattempt to use the atomizer if this is the root of the issue. 
• Avoid over-priming your coil. If too much e-liquid is used, this will cause the e-liquid to pop/spitback. 
• Use a different e-liquid to see if this helps with the leakage.
• Fire the device at a lower power setting until the spit-back issue has reduced. 

• Make sure the device is on. You may do this by pressing the fire button 5x in quick succession.
• Ensure the device is fully charged. Also, attempt to use a different pair of batteries. 
• Verify the batteries have been inserted in the correct orientation to correlate with the positive (+) and negative (-) connections. 
• Upgrade the firmware (if available). 
• If your device has an internal battery, try using an alternative USB cable and/or USB wall charger adapter. 
• Allow the device to charge for about 2 hours prior to use. 

• The disposable may be out of e-liquid. These devices will contain enough e-liquid for up to as many puffs as the disposable advertises, the key phrase is “up to”. Please note if you often take long deep drags, the e-liquid will most likely be gone before the internal battery dies out. 
• Nearly all disposable vapes are auto-draw activated. They may not work due to the airflow sensor not being sensitive enough or the sensor is being blocked by condensation. If it is being blocked due to condensation, you may attempt to cover part of the air intake while vaping to clear the blockage.
• The battery is dead. Check the battery indicator light for the status of the battery. If the disposable is rechargeable, please attempt to charge the battery. 
• Experiencing leaking, gurgling, or spit back? This will usually be due to inhaling too hard when taking a drag, which can cause excess e-liquid into the chimney of the device or atomizer coil. 
• Disposables are not meant for chain vaping. By doing this, it can cause the flavor to taste burnt as you are not allowing enough time for the wick to absorb more e-liquid.

• Clean the excess liquid by using a cotton swab with a little bit of isopropyl alcohol on it.
• If your disposable/battery has a fire button, please ensure that it is powered on by pressing the fire button five times in quick succession.
• Attempt to tap the disposable on the side (towards the top where the liquid is held). There are times when air bubbles can get trapped around the coil or in the cartridge preventing airflow.
• If the cartridge is clogged, you can take a slightly harder hit than usual until you hear a pop. This will free up any blockage that can cause the device to not fire.
• If the disposable is rechargeable, allow the disposable to charge for approximately 30 minutes to an hour. There are times disposables do not come precharged from the manufacturer and will require some charge time prior to use.
• If you have a preheat function, preheat your cartridge/pod to warm the oil enough to dissolve the clog. 
• If you do not have a preheat function, you can aim a hair dryer at the cartridge/pod for a few seconds making sure the heat is being distributed evenly. 

BATTERY SAFETY TIPS

• Always keep battery wraps intact. If you notice the battery has frayed, torn, or been damaged please do not use the battery and dispose of it safely.
• Make sure to use a battery case when the battery is not being used. Never place batteries in pockets, bags, etc, this can cause your battery to short circuit if they come in contact with metal objects and may cause the battery to explode.
• When using external batteries, it is recommended to use an external charger to charge the batteries. Please feel free to browse through our selection of Battery Chargers: https://www.elementvape.com/chargers
• Always pay attention when batteries are being charged. Do not leave them unattended in order to avoid overcharging your battery. This can cause deterioration of battery life over time.
• Avoid extreme temperatures. High temperatures will strain your batteries, which can cause them to vent. Cold temperatures can take a toll on battery capacity.
• Do not charge your device/batteries on flammable surfaces. Avoid charging on carpet, pillows, wood, or other flammable surfaces.
• When using multiple batteries in a device, please be sure to use married batteries, ex., always use them in pairs. Do not mix and match batteries. Using different batteries can cause an imbalance in battery currents which may cause them to catch fire.
• Depending on how often the batteries are used, you may need to replace them after six months to a year.

• Atomizers - such as RDA & Tanks
• E-Liquids
• Disposable Vape
• Replacement Pods 
• Replacement Coils
• Spare Parts - Drip Tips, Glasses, O-Rings
• Rechargeable Batteries
• Glass Products and Glass Accessories

If your device meets the requirements for our 30 Day Limited Warranty, you may initiate a return with us using the form below:

• The item(s) must be unopened, unused, undamaged, and non-defective. 
• The item(s) must be in its original, sealed condition. 
• The item(s) must be within 30-Days of purchase. 

Please allow 5-10 business days for us to process a return once we receive it back at our facility.

Should you require further assistance, please submit a ticket using the form below:

Once you receive a refund confirmation email, the funds will approximately take 2-5 business days to process and reflect on statements. Please note, processing times will vary by the card issuer. Additionally, international and prepaid gift cards may take longer to process.

Refunds may be issued back to the original payment (Credit card, debit card, etc) or as store credit. 

Element Vape is not responsible for refunds to a Prepaid Card or a canceled credit card in the event the cardholder no longer has possession of it.

Should you require further assistance, please submit a ticket using the form below:

If your package has not been delivered, please refer to the Shipping & Handling selection.

Please be sure that there is no better query type to submit your ticket under. If this option is chosen, a response time at which we can get back to you is likely to slow down.