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SHIPPING & RETURNS

RETURN POLICY

All products we sell, are sold, “AS-IS”, with no warranties expressed nor implied (unless stated otherwise in the product description) and cannot be returned or exchanged unless the item received by the customer is DOA (Dead on Arrival) or damaged during shippingCustomers must notify us within 5 days of receiving their defective/damaged product in order to start a return process. (Receiving of product will be based on your tracking number and the time and day that shows your package was delivered to you) DOA items only apply to electrical devices.

Online purchases cannot be returned to our store front location and must go through our RMA process which is listed below.

Should a customer return an item without notifying us first, we will refuse the package upon its delivery for the safety of our staff. For sanitary reasons, and the overall safety of our customers, we DO NOT accept returns of: atomizers, clearomizers, cartomizers, bottled liquid, drip tips, batteries, wick, wire, mechanical mods, rebuildable devices and atomizers and parts for rebuildables and/or atomizers. Therefore, our Return Policy EXCLUDES any products of this kind.

Unfortunately, we are unable to offer any kind of replacement or compensation for bottled liquids as taste differ for each individual and how the flavor reflects on their palate.

Some products will have minor flaws and is expected during manufacturing. Small nicks or polishing scratches are common on many of the products other companies sell as well as the ones we sell. The only time we can accept a return or exchange an item, is if it is defective (meaning non-functioning) or damaged from shipping (meaning parts damaged or crushed due to handling upon delivery). Items damaged due to user error, misuse or abuse, are NEVER covered under warranty by us, Metro Vapors, LLC, or the manufacturers of the products we sell.


 

TO START AN RMA OR RETURN PROCESS, PLEASE FOLLOW THESE DIRECTIONS CAREFULLY

  1. Email us your name, order number that is associated with the product you wish to return, item you wish to RMA and issues you are experiencing with your product at info@metrovaporshop.com. Please include pictures and be as detailed as possible. (Many times we are able to help customers troubleshoot issues, and a return/exchange is not required.
  2. We will respond to your inquiry within 24 to 48 hours letting you know if your RMA has been approved or denied or if further clarification is needed.
  3. If your request has been approved, please repackage the item(s) including all original parts, packing material, instructions, etc. 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 have any damage due to user error or abuse and must not have been used.
  4. We will email you a prepaid return label that you can attach to the package which must be shipped back to us immediately by dropping off the package at your nearest post office to you. If you do not return the DOA item back to us within 15 days of first notifying us, your RMA will no longer be valid.
  5. We will contact you once we receive your return. Should you have any questions during the RMA process, please email us at info@metrovaporshop.com.
  6. Replacement item(s) will be mailed back to you once the DOA item(s) have been received by us, inspected and found to be DOA. However, they must be for the same item and the same finish, IF AVAILABLE. If an RMA product is found to be in perfect working condition, the original item will be returned back to you at your own expense.

 


RESTOCKING FEE

A 15% restocking fee will be charged for all returned items. These fees apply unless the item received by the customer is defective or damaged during the initial delivery, or, the item received was incorrect. Used items or items damaged due to user error do not qualify for a return as the products we sell are considered consumable products or products that work with consumable products. Due to the nature of the products we sell, we cannot accept returns on most items as they cannot be resold as new or used. The 15% restocking fee includes packages not signed for, or, accepted during delivery and returned to us by the shipping courier. Any time a package is sent back to us by the shipping courier, we make sure that we contact those customers within 1 to 2 business days, if the package was not accepted by the recipient during delivery. If you, the customer, no longer want the products reshipped to you and would like to cancel the returned order, we can reimburse for the cost of all items in that order less a 15% restocking fee and cost of shipping. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you, no refund will be given and the package will be returned to you. Customers are always responsible for cost of shipping returned items, unless stated otherwise.


RETURN TIME FRAME 

Customers who are asked to return items for RMA issues, return for refund, or replacement, must return items within two weeks (15 days) from the day we approve any RMA, return, or replacement process (unless stated otherwise). Failure to do so will void your return. Those packages will be sent back to you, or denied for acceptance during delivery.


 REFUND POLICY

 1. If you are to receive a refund, it will be issued by Metro Vapors, LLC when the returned item has been received in satisfactory and unused condition. Refunds will be processed within 10 business days once we receive the item(s) back from the original customer. Refunds will be applied directly to the method that was used to make the purchase. Refunds will ONLY be given at our discretion. Items returned for a refund are subject to a 15% restocking fee. (Items that qualify for a refund must be approved by us, Metro Vapors, LLC, before the product is returned. If the product falls under a category that is on our unapproved return list due to sanitary reasons, those products cannot be returned for any reason, regardless if the product is unused).

2. Usually, refunds can take up to 14 business days to completely process after the refund has been initiated. If you have any questions regarding our return/refund process, feel free to email us at info@metrovaporshop.com. We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.


Shipping


DOMESTIC SHIPPING?

Metro Vapors uses USPS for all domestic shipping. 

Please allow 24-72 hours processing time prior to shipment.

USPS First Class shipping is generally 1-3 days, but USPS does not guarantee any delivery times on First Class shipments. 
USPS Priority Mail is also generally 1-3 days and while it is a bit more reliable, they also do not offer any guarantee on delivery times. Please keep this in mind when inquiring about your shipment. 

INTERNATIONAL SHIPPING?

Metro Vapors has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com.

 

WHICH COUNTRIES DO YOU SHIP TO?

International shipping is currently available WORLDWIDE from Metro Vapors with the exception of Israel, Mexico, Panama, Brazil, Thailand, Vietnam, Norway, Saudi Arabia, Kuwait, Turkey and France. Our third party vendor, International Checkout, will ship to all other destinations around the world including APO / FPO addresses. 

CAN I CHECK THE STATUS OF MY INTERNATIONAL ORDER?

To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.

 

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?

All inquiries regarding your international order should be directed to International Checkout at:

EMAIL: support@internationalcheckout.com.

Please visit the International Checkout Customer Service page for more information and phone numbers in your area.

 

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