WARNING: This Product Contains Nicotine. Nicotine is an addictive chemical.

Shipping and Handling

You might have seen in the news recently that the “vape mail” restriction was passed as part of the COVID relief spending bill. This places all vape products under the jurisdiction of what’s known as the “Pact Act”. We wanted to explain what this means for you and Discount Vape Pen.

First and foremost, Discount Vape Pen will continue to operate and be here in the long term to serve our customers. 

Summary:

  • USPS has banned the shipping of Vape Products after April 27th, 2021.
  • Adult signature AND a government-issued photo ID will be required upon delivery from now on.
  • You will notice an increase in shipping costs for the time being. We are working to reduce these costs.
  • Retailers are required to charge SALES tax for the states based on the “ship to” address used for the order.
  • Retailers are required to charge appropriate EXCISE tax for the states based on the “ship to” address used for the order.
  • Expect slower delivery times.
  • UPS and Fedex have banned the shipping of Vape Products as of April 5th, 2021 until further notice
  • After April 27th we will no longer ship outside of the continental USA which includes Hawaii, Puerto Rico, Alaska, and APO/ FPO addresses until further notice.
  • We will continue to provide shipping services via regional couriers after the April 27th deadline.

In short, the new law classifies vaping products as combustible cigarettes and places them under old laws to ensure that sales and taxation are addressed properly. This law is referred to as the PACT Act.

The United States Postal Service has between now and April 27, 2021, to create its ruling for restricting vape mail. Once USPS has announces its ruling, it will no longer ship vaping products. At the very latest, this will be April 27.

It was announced by UPS and FedEx that they would also be changing their policy to not ship vaping products. Please note, this is strictly an internal policy decision by UPS and FedEx; they can legally still carry vaping products.

Discount Vape Pen will be working with regional carriers that can collect the required adult signature on delivery. Below are the shipping options that will be available on our site beginning March 26, 2021. Please note that all shipments will require an adult signature and proof of ID at the point of delivery. Adult Signature confirmation has been included in the shipping cost.

SHIPPING RATES
ORDER AMOUNT (PRE TAX) SHIPPING COST (STANDARD 1-7 DAYS) (EXPEDITED 1-3 DAYS) (EXPRESS 1-2 DAYS)
OVER $125 FREE $11.99 $19.99
$80 - $125 $2.99 $11.99 $19.99
$50 - $80 $4.99 $11.99 $19.99
UNDER $50 $9.99 $11.99 $19.99
SMOKE SHOP SHIPPING RATES
ORDER AMOUNT (PRE TAX) SHIPPING COST (STANDARD 1-7 DAYS) (EXPEDITED 1-4 DAYS) (EXPRESS 1-2 DAYS)
OVER $25 FREE $8.15 $24.75
UNDER $25 $3.46 $8.15 $24.75

Shipping Policy

At Discount Vape Pen, WE PROVIDE FREE SHIPPING ON VAPE ORDERS OVER $125 and FREE shipping on smoke shop items over $25. We provide same day shipping for orders received, processed and verified by 3:00 P.M. ET (Eastern Time) Monday – Friday. Orders received after these times will be processed the next business day.

We process orders from 8:30AM ET – 3PM ET on weekdays and 8:30AM ET – 12PM on Saturdays. 

We do not process orders on Sunday and major U.S holidays.

Domestic Shipping

We ship to most states in the continental US. We are not shipping to Alaska, Hawaii or FPO/APO addresses.

All orders are shipped from Roselle NJ, 07203.

Order Tracking

Once your order has been shipped, the tracking number will be sent to the email address registered to your account.

Incomplete or Incorrect Address Submissions:

Please review your shipping address carefully when placing an order. Errors in the shipping address will cause delays in transit times or returned orders. Orders that are returned to sender will be canceled and refunded minus the cost of shipping (when shipping was free) and a 15% processing fee.

Lost & Undelivered Packages:

A package will be considered “Lost” after 15 business days have elapsed from the date of its initial mailing. If you have not received your package after 15 business days, we will either refund or reship your order. Please contact [email protected] if you notice that your order has not been delivered by the expected delivery date. For order with Route + Shipping Protection, scroll down to the “Route Package Protection Policy” section.

Delivered Packages:

Stolen packages are not the responsibility of Discount Vape Pen, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. Furthermore, once the status of the tracking has been updated to “delivered” Discount Vape Pen is no longer responsible and will take no further action.

Canceling and Altering Orders:

Please contact our Customer Service Team at [email protected] immediately if you wish to make a change to your order.

Due to the volume of orders Discountvapepen.com receives and in our efforts to provide the most expedient service to our customers, once an order has been placed, we cannot guarantee that it can be altered, changed, or canceled upon your request.

How are replacement parts shipped?

ALL replacement shipments will be shipped through the same carrier that delivered your initial order.

 

ROUTE PACKAGE PROTECTION POLICY

Route Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Route will cover. To file a shipping claim on an order with Route + Shipping Protection, click here.

Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.
Lost Items Policies

Packages presumed to be lost

  • Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Invalid address or delivery barriers

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.
  • The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).

Only part of the order delivered

  • If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer.
  • If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package.
  • If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.

Packages labeled “return to sender”

  • Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
  • At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it.*
  • Route covers the customer’s order if the package gets lost in-transit back to the sender.*

*Please note: Route Package Protection timeframes for filing apply.

Order stuck in customs

  • Route cannot cover when a customer’s order is stuck in international borders/customs.
  • The customer’s next step is to pay the customs fees in order to receive the package.
  • If Route replaces something the customer has already paid customs on, under Route’s discretion, Route can approve and pay customs the second time.

Order marked as unfulfilled or unshipped

  • If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
  • Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.

Order issue filed too soon

  • If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

 

Stolen Items Policies

Delivered but missing package

At our discretion, Route requires a police report when the customer’s package is marked as delivered.

  1. Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
  2. Send Route the police report PDF & number in the order issue.

Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

**Order issues for packages marked “delivered” yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

Filing a police report

  • On orders over $100, Route requires evidence of the police report
  • Customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report. Once filed, the customer sends Route the police report PDF & number in the order issue.
  • Upon request, Route can require additional documentation (e.g. proof of identity, address, notary, etc.).

Delivered to wrong address

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen and we will replace the order on behalf of the customer.
Damaged Items Policies

Broken items

  • If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
  • The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).

Damaged items

  • A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
  • Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a 15-30% refund depending on the severity of the cosmetic damage. 
  • Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

Subscription items

  • For existing subscriptions where your customers have purchased Route Package Protection, if any of your customer’s items in the subscription were lost, stolen, or damaged in transit and can be purchased individually, Route will reorder them. If the items cannot be purchased, then Route will refund the items.
  • Route cannot reorder and create an entirely new subscription because Route would be paying for the customer’s monthly subscription.

Customized items

  • Route cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Route can offer a refund instead.

Out of stock

  • Route doesn’t have visibility to the retailer’s inventory or when they will have the customer’s item back in stock.
  • Route can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.
General Policies

Input wrong address

  • If the customer entered the wrong address at the time of order, Route does not cover this.
  • The customer needs to reach out to the retailer to remedy the incorrect address.

Quality control

  • If the customer is unsatisfied with their product, Route is not a product replacement plan and the order issue cannot be approved.
  • The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.

Too late to file

  • Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
    • Order issues for packages marked “delivered” yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.”
    • Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited shipping hasn’t arrived 

  • If the customer’s package is delayed for whatever reason, Route will not cover it.
  • Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  • If the customer paid for expedited shipping but the package arrives outside of the expected window, Route will not cover it.

Payment installment companies

  • For payment installments (Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
  • Once Route refunds the customer for their order, the customer must pay their installments to the payment installment company directly.

No tracking information

  • Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to the retailer to see if one can be provided.

Package in Pre-Shipment

  • Route reserves the right to deny order issues where package tracking is marked as “pre-shipment”.

Non-sanctioned shipping address

  • Route is based in the United States of America. Due to shipping policies in the US, Route will not cover order issues for items shipped to countries that are not sanctioned by the US. List available here

Closed order issues

  • If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn’t want Route

  • If the customer’s package has not shipped, Route can refund the Route premium.
  • If the item has shipped, Route is already protecting the package and cannot refund the customer.

Checkout requires ID verification

  • Route doesn’t upload our employee’s proof of ID to replace the customer’s order.
  • If the customer ordered from a store that requires the extra ID verification step, Route can offer the customer a refund instead to protect each party’s identity.

Discount Vape Pen
Discount Vape Pen