COTN Lumps

Age Verification

In General

To ensure all customers meet the legal smoking age of the state in which they reside, we have partnered up with AgeChecker to verify your age.

AgeChecker is a world-class leader in age verification. It utilizes high quality, trusted and secure data sources to verify an individual’s age and protect minors from unauthorized access to online age-restricted merchandise. All orders will be filtered through AgeChecker's Age Verification Service.

If we are unable to verify your age, you will be contacted for further verification or ship your order with Adult Signature Required Service. Adult signature shipments require an adult 21 years of age with a government issued ID to sign for the package.

We reserve the right to refuse any orders without notice.

Domestic U.S. Shipping

Processing Time For Domestic Shipping

Please allow up to 24 to 48 business hours for order processing and handling regardless of shipping method selected. During this time period, orders may subject to different processing methods to ensure security and accuracy of transaction placed. If your order is held for any reason, you will be contacted via email. 

Orders after our daily shipping cut-off time of 13:00PM PST may still be prepared, but might not have left our facility yet. We do not process orders on Sunday and major U.S holidays. Your order will continue processing the following business day.

Shipping Methods

*Free Shipping / Standard Shipping is through USPS First Class Mail. Please note that it may take time for tracking numbers to update during transfer. 

• USPS First Class Mail:  4 - 10 business days* in transit
• USPS Priority:  2 - 4 business days* in transit
• USPS service days: Monday - Saturday.

*These estimated transit times refer to the time it takes the package to reach its destination once it has been shipped.

Battery Shipping Restrictions

Due to FAA Shipping Restrictions, orders that contain External Batteries can not be shipped via expedited methods (Air) and as such, may be shipped separately from the remainder of your package if an expedited shipping method is chosen. We apologize for any inconvenience this may cause. 

Shipping Delay or Error

Please keep in mind that tracking information may not be automatically updated. While USPS offers reliable and expedient service, errors and delays may occur. Errors and delays caused by or as a result of USPS are not the responsibility of VProCity and must be resolved by contacting USPS directly in the contact provided below. We do not guarantee transit times and shipping fees are non-refundable through us. 

For more information, please contact the carrier directly. If you feel your shipment was late due to a service failure, a claim can be filed by contacting the shipping carrier:

USPS Customer Service
Call 1-800-ASK-USPS (1-800-275-8777) to file a claim
Hours of Operation
Monday - Friday 8 AM - 8:30 PM ET
Saturday 8 AM - 6 PM ET
https://www.usps.com/help/welcome.htm

Lost or undelivered packages are not the responsibility of VProCity, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. VProCity strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 48 hours of the last tracking update.

If shipping errors (delays, returns, and other issues) occur due to an incorrect shipping address submitted by users, VProCity is not responsible for any and all costs. We will not reship your order until it is returned to us by the courier and if the customer has paid for the cost to reship the order.

Once the online tracking shows "delivered", VProCity will no longer accept any liability for lost shipments. Shipping delays, misrouting or errors should be addressed with your local post office or USPS.

International Shipping

Please Read Before You Place Orders

Please note that all prices are listed in USD and will not be automatically converted into your local currency upon checkout. VproCity is not responsible for any conversion fees associated with international orders.

USPS Shipping rates are calculated at checkout. 

Please Note: If your country / state is not listed during the checkout process, we are sorry to inform you that we are unable to accept payment from or ship to your country at this time.

Note: Tracking may not be available for all shipping methods once they leave the U.S. 

Note: Shipping charges are non-refundable. Refunds are only applied to items that are returned to our warehouse. If the return of your package incurs any type of return fees, those charges will be deducted from your refund of the returned items.

Processing Time For International Shipping

All orders have a processing time of 24-72 hours for all orders regardless of shipping method selected. During this time period, orders may subject to different processing methods to ensure security and accuracy of transaction placed. If your order is held for any reason, you will be contacted via email. 

Please Note: We do not process orders on weekends and all U.S. major holidays! Your order will continue processing the following business day. All shipping time frames are counted in business days. Orders may also be reviewed to ensure security and accuracy. If your order is under review, you will be contacted within the same day. 

NOTE TO INTERNATIONAL BUYERS: ORDER AT YOUR OWN RISK! All buyers must be aware of the importation laws for their country, VproCity is not responsible for any items or packages that are stopped and/or seized by any appropriate jurisdiction and/or authority. Please contact your local government health agency for more information on prohibited items. 

International buyers should contact their local custom authorities for any information on duty and taxes. All duties and taxes are the responsibility of the buyer.

Shipping Areas

We currently ship to Argentina, Austria, Canada, China, Colombia, France, Germany, Honduras, Italy, Japan, United Kingdom. (If you do not see your country during the checkout process, we are unable to ship to that country)

Some shipping methods may be unavailable for certain international locations.

Restrictions 

We are unable to ship batteries internationally. Any orders containing batteries will be removed and refunded. 

Some brands are not allowed to ship outside of the United States due to manufacturer restrictions. Any orders containing these products will be removed and refunded. 

Shipping Delay or Error

For more information, please contact the carrier directly. If you feel your shipment was late due to a service failure, a claim can be filed by contacting the shipping carrier:

USPS Customer Service
Call 1-800-ASK-USPS (1-800-275-8777) to file a claim
Hours of Operation
Monday - Friday 8 AM - 8:30 PM ET
Saturday 8 AM - 6 PM ET
https://www.usps.com/help/welcome.htm 

Lost or undelivered packages are not the responsibility of VProCity, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. VProCity strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 48 hours of the last tracking update.

If shipping errors (delays, returns, and other issues) occur due to an incorrect shipping address submitted by users, VProCity is not responsible for any and all costs. We will not reship your order until it is returned to us by the courier and if the customer has paid for the cost to reship the order.

Once the online tracking shows "delivered", VProCity will no longer accept any liability for lost shipments. Shipping delays, misrouting or errors should be addressed with your local post office or USPS.

Warranty Coverage

For hardware purchases, each product purchased directly from our website comes with a 30-Day Limited Warranty from the time your order is delivered. This warranty covers “dead on arrivals”, missing items, wrong items, and manufacturer defects. Note that you must also follow the required process in order to claim this warranty (see the Claim Your Warranty session below).

Note1:  Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and is not covered, if the item arrives in an unopened package. Also any normal degradation of functions and performance over time is not considered defective and is not covered by warranty.

Note2:  Some manufacturers require the warranty card and the authenticity code to process the warranty service. Please do not dispose of the packaging contents immediately.

Warranty Exclusions

1. For sanitary and safety purposes, we will not accept returns on the following items: opened or used e-liquids or pre-filled cartridges/pods.

2. No coverage for damage resulting from accidents, abuse, disassembly, customized modification, or user-error. Furthermore, consequential and incidental damages are not covered under this warranty.

3. Minor tank or cartridge leakage is considered a normal behavior and is not covered by this warranty. Most leakage issues can be resolved by proper fixes.

4. We do not guarantee compatibility between items. If you have any questions about compatibility, please do your research or send us a question before placing your order. We will not accept returns due to incompatibility.

Claim Your Warranty

In order to be eligible for service under warranty, you must initiate a return process by contacting us within 30 days of your shipment arrival date. The product must be in a condition without any evidence of damages from accidents, abuse, customized modification, or user-error.

All "Dead on Arrivals" (DOA), Missing, or Wrong Item claims must be reported back to us within 72 hours from the time of delivery. Please inspect your items carefully upon receiving it. It is your responsibility to check within the time span and notify us of any problem.

Please email your return request to customercare@vprocity.com and provide your FULL NAME, ORDER #, PHONE NUMBER, and REASONS for the return. You may be requested to provide pictures or video proof of the issue and the product authenticity code if available. If the return is approved, you will receive further instructions on returning the package and a pre-paid return label. The return label must be used within 1 week.

After we receive the defective item back at our facility, we will exam its condition and notify you our final decision on your warranty claim. Once the claim is approved, you may choose a replacement or a refund.

Note: If you return your order without notifying us or obtaining our approval, you will not be eligible for returns.

We accept 1 Week Hassle-Free returns if you change your mind on a purchase. To be eligible for the Hassle-Free Return, you must notify us within 7 days of your original purchase.  If your order hasn’t shipped yet by the time we receive your notice, we will cancel it with a full refund. If your order has shipped, you will need to return the item back to us at your own cost. (E-Liquid products are exempt from being returned in this case.) Your item must be unopened and in the original packaging. It must be unused and in the same condition that you received it. Once we receive the returned item, we will exam its condition and decide your eligibility of return. If your return is approved, we will issue you a refund.

Note: The shipping cost charged for your order is Non-refundable under 1 week hassle free return if your order has shipped. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return request according to our return policies described above.

Refund may be issued back to the original payment (Credit card, debit card, etc) or as store credit. We are not responsible for refunds to a Prepaid Card in the event the cardholder no longer has possession of.

In case of replacing defective products in compliance with our 30 Days Warranty, we will bear the shipping cost.

To return your product after confirmation, mail your product to: 39962 Cedar Blvd, Suite 289, Newark, CA, 94560. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Contact Us
Email: customercare@vprocity.com