Frequently Asked Questions (FAQ)

What are your hours of operation?

Our current hours of operation are from 10AM - 5PM PST, Monday - Friday, excluding holidays.

Where are you located?

We are located in beautiful Rancho Cucamonga, Ca!

Do you offer phone support?

Unfortunately we do not offer phone support.  It is not the most efficient way to handle issues with our e-commerce platform so we handle all questions and concerns through email.  We can always be contacted at our various emails for various issues.  Please feel free to contact us at any time starting with info@vapekill.com and we can assist you with and issues you have.

Are batteries included with items sold?

Most devices sold on our website do not include batteries.  Some of the smaller "pod systems"  come with a rechargeable battery inside of the system, and information regarding these devices can be found in the product description.

How often do you restock items?

We try and keep all of the E-juice and coils stocked and ordered prior to running out of them.  Restocking a specific item can take up to two weeks with no guarantees of an actual restock date.  Items like Kits could take a little longer.

What if an item on my order is out of stock?

Our inventory systems are very accurate, and although possible, it is very unlikely you will be able to purchase something "out of stock".  In the rare event this happens you will be promptly contacted by one of our customer service representatives with the process to rectify this mistake.

Can I use a coupon after iv’e made a purchase?

It is not possible to apply a coupon to orders that have already been placed.  If you have a coupon it is your responsibility to remember to apply it prior to making the purchase.

I can’t verify my age during the checkout, whats the next step?

If our system is unable to verify your legal age, you may alternatively send us an email containing an image of a valid government issued ID, and we will manually review your information to verify your legal age in the corresponding state of residence. You are more than welcome to cover or sensor any sensitive information such as your Driver License or Passport number. Once your account has been verified, you will no longer be asked to provide ID upon checkout while logged into your Element Vape account.

Due to the recent FDA regulations placed last year, we are required by law to check a valid ID in order to verify that you are of age in your state to purchase products from our website.

https://www.fda.gov/TobaccoProducts/GuidanceComplianceRegulatoryInformation/Retail/ucm205021.htm#ecig

Please note that we currently use Veratad Technologies Age Verification for all age verification screenings on our website.

Can I return my order?

Orders placed online with Vape Kill have a 30 Day Return Policy. We gladly accepts returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 30 days of original purchase. Please email us if you have any questions and the more details you are able to provide, the faster the situation can be handle.

What is your return process for defective items?

If you receive a defective product from our website you have 30 days after order is delivered to start the return process.  You can request a return on an item from our refund manager under your account page.  Please include a detailed message about what the issue is along with images of the product.  The more detail the easier it will be for us to determine if the issue is a manufacturer issue or not.  Refunds are issued on a case by case basis and are not guaranteed.

You can also start the refunds process by emailing us the detailed information at returns@vapekill.com

 

Please note that all minor scratches, cosmetic issues, and discoloration are considered normal wear and tear, which are not covered by our warranty.