Shipping & Tracking
Orders will generally be picked, packed, and shipped within one (1) to three (3) business days. Please note that orders qualifying for ‘Free Shipping’ will be sent via Canada Post Expedited Parcel shipping method.
SHIPPING & TRANSIT TIME
In some cases orders can be ready for shipping on the same day as the order is booked. Please note that all shipments are only picked up by Courier Monday to Friday at 4pm, which will restrict this option as per courier pickups.
Please contact your Sales Rep. or [email protected] if you have inquires about shipping timelines, but note that only orders placed BEFORE 12pm with XpressPost selected, and free from all payment delays/issues are eligible for being pushed to ship on the same day as order booking (subject to approval of shipping department).
The transit times from Canada Post are only estimated by business days, and for package transit times after courier pickup has been completed. For any delays with picking/packing or other issues which may delay making orders ready for pickup by the courier, Vape Mall will inform you via the email or phone number provide to us and on file.
Vape Mall cannot control issues/delays due to a natural disaster, nor any issues/delays originating from Canada Post, Purolator, UPS or any other courier selected.
CREDIT CARD PAYMENTS
If paying via credit card, be advised that the address associated with the credit card used for payment must match the payee address on file and attached to your account.
Credit card payments with addresses that do not match may result in significant delays in the processing of your order, as additional verification procedures to confirm the authenticity of the transaction will automatically be initiated for security purposes. Ensure you verify that the correct addresses are on file and maintained within your account profile to avoid delays.
SHIPPING & ORDER STATUS
You can see the status of your order, including shipping information and tracking number:
- If you cannot access your account: Find your order & shipping status here.
- If you have a registered account, go to logging into your account
SHIPPING & MISSING PACKAGE POLICY
For any shipment lost in transit or damaged, please note that once an item leaves Vape Mall’s warehouse facility and a tracking number is provided, the package becomes the responsibility of the courier. Delays or delivery errors by courier companies are completely outside the control of Vape Mall and our shipping department. For your protection, standard insurance is provided by the respective couriers listed in shipping options upon check out. Vape Mall will attempt to assist where possible but we ask that the following be completed/reviewed before contacting us regarding shipment issues that have been communicated to you by the courier:
- An investigation ticket with a courier can be created, but you must confirm that your package is not with your concierge, a family member, or in your mailbox.
- Provide to Vape Mall in writing that you have not received the order and would like for us to create an investigation ticket with the respective courier.
- When an investigation ticket has been opened with the respective courier, a copy will be sent to you via email.
- The respective courier will require direct confirmation from you of the entire details related to your issues experienced with your missing or damaged package.
- Note that Vape Mall must wait for the respective courier to confirm your package has indeed been lost before we can process a credit or re-send the products to you. Alternatively, the respective courier may find your package during their investigation and deliver the package to resolve the issue.