Mr. Vape USA Returns Policy
How to Initiate a Return:
If you would like to return a product for replacement or refund, please send us an email to Sales@MrVapeUSA.com Please provide as many details as possible, including: Order #, Full Name, Address, Phone Number, and your reason for the return. If the return is authorized, you will receive further instructions on how to ship the item back to us.
Returns will be submitted through your account by accessing previous orders. Please note that we may request you to email/send pictures of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.
Please keep in mind that any items returned to Mr.VapeUSA.com without an authorized return request and a Return Merchandise Authorization ("RMA" number will be sent back to you at your own expense.
Expectations for Returned Items:
Any items you wish to return must be postmarked within 2 weeks after the authorization of the return request (with the exception of atomizers and cartomizers, which must be postmarked within 24 hours after the authorization of the return request). If your returned item is not postmarked within 2 weeks, you will be required to submit a new return request. If your device would be considered out of warranty at that point, you will no longer be eligible for a return of that item and it will be sent back to you at your own expense.
Used items must be cleaned for a return or exchange. If you return merchandise that is not clean, it will be sent back to you for cleaning at your expense. If you are on the fence about returning something, please take this into consideration before you decide to test it out.
Before returning the item to Mr. Vape USA, repackage the item including:
- all original parts
- packing material
- any other pertinent material
Within reason, this means that everything must be returned exactly as it was sent to you. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. Items must not show signs of damage or use. Please avoid sending items back in a regular paper envelope, as this is not sufficient packaging and can cause items to be lost in the mail as the envelopes tear open in transit. Padded envelopes are a must, and are provided free of charge by USPS if sending Priority Mail. If the device is defective, and you are sending it back for an exchange, you will only need to send back the defective pieces and anything that may be causing the item not to work.
Paying for Your Return Shipment:
Mr. Vape USA is unable to provide pre-paid shipping labels for your return. It is fully your responsibility to pay for return shipments.
If your returned device meets Mr. Vape USA warranty eligibility, you may request to receive up to $6.00 in store credit to compensate for the cost of mailing the return shipment. We do, however, require a picture of the shipping receipt to compensate you. We will only be able to compensate you for the return shipping in the form of store credit to your Mr. Vape USA account. We will not be able to offer this compensation as a refund to your credit card. All shipping compensation will be determined after we have received your return and confirmed that it meets Mr. Vape USA warranty requirements.
How to Send Your Authorized Return to Mr. Vape USA:
Contact Mr. Vape USA via the Contact Us page to inquire about submitting a RMA, or follow the steps provided above to log into your account and submit a return request. You will be assigned an RMA number once your return has been authorized. You will need to get authorization in order for your returned item(s) to be accepted. We may email you after you submit the return request with troubleshooting steps, so you can fix the defective item without the process of completing a return.
Include a copy of the original Packing List in the package, and indicate whether you would like to be refunded for the item, or sent a replacement.
Ship the item, using your choice of carrier, to:
Mr. Vape USA LLC
RMA # (see email)
2245 W University Drive, Suite 21
Tempe, AZ 85281
Upon approved refund, you will have the option of receiving a store credit to your Mr. Vape USA account, or receiving a refund directly to the credit card (for the product but not the return mailing cost which is a store credit) used to place the original order. Refunds will be processed within 10 business days of receiving the items, as long as the items are received in satisfactory condition. Refunds to credit cards will be issued by Mr. Vape USA, LLC, and may take up to 4 business days to post to your account. If the card originally used has been cancelled, or is no longer in use, your refund will be processed in the form of store credit to your Mr. Vape USA account. We do not have a way to issue refunds to cancelled credit cards, or to any credit card other than the one used to place the initial order.
If the item was originally purchased with Mr. Vape USA Loyalty Reward points, we will only be able to refund your payment in the form of store credit to your Mr. Vape USA account. We are unable to re-apply Loyalty Points to your account after they have been redeemed.
If you have any questions about our Return, Warranty, Exchange, and Refund policies, please contact our Customer Service team at Sales@MrVapeUSA.com, or by calling 480-257-5190.
For information regarding Mr. Vape USA’s Shipping & Handling Policy, please read shipping info.
“Return to Sender” Packages & Packages Denied by Customs:
Any packages that are being returned to sender are eligible for a one-time reship, free of charge, or a refund for any hardware. You will have 30 days to respond to the email notifying you that we have received your package. If you do not respond within that 30-day window, your package will be discarded and you will no longer be eligible for any kind of refund or reship.
Please keep in mind, international orders are done at the recipient’s risk. By agreeing to our terms of service, you are acknowledging that you are in compliance with your country’s laws regarding vaping and the import of any products you are purchasing. Mr. Vape USA is in no way liable for any damage caused by customs inspections. Mr. Vape USA has no control over whether or not your country may charge a customs fee or import tax for the products you purchase. If the recipient refuses to pay any applicable customs fees or import taxes, then the package will be destroyed by the customs office. Mr. Vape USA will not refund or replace any shipment that has been destroyed due to the recipient’s inability or unwillingness to pay any applicable customs fees.
Any packages being returned to us for a second time will be abandoned and discarded. You will not be eligible for any kind of refund or reship.
Product-Specific Warranty Policies:
E-Cigarettes are consumable products just like real cigarettes. Continuing to use the e-cigarettes will require replacing atomizers, batteries, and e-liquids, just as if you were smoking real cigarettes. Most users save about 50% when compared to traditional cigarette smoking.
Atomizers (commonly referred to as “coils”) require replacement depending on how much you use your e-cigarette. The average user will go through 3-7 atomizers per month. Atomizers are only replaced if dead on arrival ("DOA"). Please let us know within 48 hours of getting your package if any of your atomizers are not working. The way your atomizer tastes is out of our control, therefore, any complaints related to taste are not warranted.
Cartomizers have a DOA warranty ONLY. If your cartomizer stop working within 48 hours, we will replace your item. This is based on using your cartomizer on a 3.7 volt system.
We do not, under any circumstances, accept returns or exchanges on liquid products (E-Juice, Unflavored PG/VG, and Electronic Cigarette Flavorings), due to hygienic reasons. All of our liquid products are non-refundable. However, if you have an issue with a liquid product you have purchased from www.MrVapeUsa.com, please email our Customer Service team at Sales@MrVapeUSA.com. Do not fill out a return request for any liquid products, as the request will be rejected.
You may return unopened and unused hardware items for a full refund, as long as the return shipment is postmarked within 30 days from when you received your order.
If you are returning a working and opened product you have 14 days from receiving the product to submit a return request for it. You will not receive any kind of compensation until we process the return in our facility.
All of our Hardware (excluding coils, cartomizers, and removable batteries) has a 6-month warranty for any manufacturing defects. If we determine your device is malfunctioning because of abuse or user error, we will not be able to replace it.
Due to the nature of Lithium Ion Batteries, we are only able to accept returns on removable batteries up to 14 days after their purchase date. This warranty only covers DOA batteries and does not apply to devices with built-in batteries.
Mr. Vape USA Warranty
E-Juice, DIY Flavoring, PG, VG, Clearance Items
Non-refundable. Return request will be rejected.
Coils, Atomizers, Cartomizers
Return requests must be submitted within 48 hours of receiving the item. Return requests will only be authorized if the item is unopened, unused, or DOA. Return shipments must be postmarked within 24 hours of the return request being authorized.
Tanks, Clearomizers, Mechanical Mods, RBAs, Regulated Mods, Ego Batteries, Chargers
If item is unopened and unused, return requests must be submitted within 30 days of receiving the item.
If item is DOA, or stops functioning properly due to a manufacturing defect, return requests must be submitted within 6 months of receiving the item.
Return requests will be rejected if the item has been opened and is functioning properly, is submitted after 14 days, or if the item was damaged due to user error.
Removable (external) batteries
If unopened and unused, return request must be submitted within 30 days of receiving the item.
If item is DOA, or stops functioning properly due to a manufacturing defect, return request must be submitted within 14 days of receiving the item.
Return requests will be rejected if the item has been opened and is functioning properly, or if the item was damaged due to user error.
SWAG (T-shirts, Stickers, Frisbee Golf Discs, Wraps, etc.)
Non-refundable. Return request will be rejected.
Coil Building Supplies (Wire, Cotton, Coil Jig, Build Kits, etc.)
If unopened and unused, return request must be submitted within 6 months of receiving the items.
Return requests will be rejected if the item has been opened and is functioning properly.
Empty Bottles, Blunt Needle Tips, Nozzle Tops
Non-refundable. Return request will be rejected.