FAQ & Support

Order And Stock Issue

How can I change the item if I placed the wrong order?

Customer cannot change the item in the order once payment is completed. Please contact our customer service to help change it for you. However please note we can only help to change the item before the package is being processed by the shipment company. If there is any price difference, we will either refund it for you after the order is shipped out or ask you to pay for it if the new item is more expensive. We can only arrange shipment once we receive the complete payment.

How to cancel the order?

Customer can disregard an unpaid order if you do not want it anymore. After payment is completed, customer can contact our customer service to help cancel the order before it is being processed by the shipment company. Once the package is shipped out, no one can cancel the order in such cases.

If I can change the shipping method in my order?

We can only help to change the shipping method before the shipping company send the package out.Therefore we advise to contact us within 24 hours to inform us which shipping method you would like to choose. If there is any price difference, we will either refund it for you or ask you to pay for it. We can only arrange shipment once the complete payment is received.

How can I know if the item can be sent to my country

iSmokvape offers two kinds of shipping methods that can reach most countries in the world. However please firstly make sure E-cigarettes and E-liquids are permitted to be imported in your country. Add items to your cart and you can check all the available shipping methods after filling in your delivery address during checkout.

Remote Areas

DHL might in some cases applys a nominal "remote area charge". This is very rare but can happen when your delivery address is too far from the main logistics centers.

If your address is located in a remote area for the courier of your choice, we will contact you to discuss the issue. You will need to pay an extra $40 to cover the remote shipping fees from DHL. However, if you do not want to pay any additional fees, we would suggest that you ship your order to another address that the delivery service is available. Alternatively we advise to change the shipping method into an economic way. We will refund you the difference in shipping fee.

How can I get free shipping

We offer free shipping only for the items on our free shipping page: https://www.ismokvape.com/pages/Shipping-policy. At present we only offer shiping via registered air mail for free. Customer can check the shipping fee information during checkout.

My payment is accepted, when will the order be shipped out?

With most orders we can arrange shipment within 48 hours after we receive complete payment.If unfortunately the item purchased is not in stock, our customer service will contact you to inform you of the estimated dispatch time and offer solutions.

How can I know my order is shipped out or not

When the order is shipped out, there will be a confirmation message sent to you. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. If you believe that the email was not received due to the reasons mentioned, please feel free to contact us regarding the matter and we will provide you with your order number along with your tracking number (if the order has already been shipped out).

How long will it take to get the restocking item

Normally we expect to receive the restocking item in 3-7 working days from vendors. We will arrange shipment immediately once the items are available. If the estimated restocking time is postponed due to some reason, we will send a message to inform customers and offer proper solutions.