Shipping & Returns
We ship all orders — domestic and international — from our warehouse in Texas, and aim to offer personalized customer service every step of the way.
Shipping & handling
Where we ship
We ship to most of the United States, including military addresses (APO, FPO and DPO). For orders outside the U.S., see International shipping below.
We can’t ship to these states and territories because of regulations on shipping vape and nicotine products: Arkansas, California, Louisiana, Maine, Massachusetts, Minnesota, Nebraska, New Hampshire, New Jersey, New York, Oregon, Rhode Island, Utah, Vermont, Washington, Washington, D.C., Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa and the Northern Mariana Islands.
If you enter one of these addresses at checkout, you’ll see a note explaining why it can’t be shipped. Questions? Email support@kaisvirginvapor.com.
Order processing times
Most orders are packed and shipped in 24 to 48 hours. Orders placed before noon Texas time typically ship the same day; later orders ship the next day. We occasionally experience heavy order volume and can't offer an absolute guarantee of 24-hour shipping — so if you're running low or we're running late, email support@kaisvirginvapor.com and we'll give your order some extra, personal attention. We ship Monday through Friday and do not ship on weekends.
During holiday and special-discount sales, processing may take up to four days due to heavy order volume. To hear about special offers, sign up for our newsletter.
Shipping times
When your order ships, you'll receive an email notification with tracking information. Shipping times vary depending on your location and distance from our warehouse; most orders arrive 2 to 5 days after shipping. Once a package leaves our warehouse, we have absolutely no control over delivery times and cannot guarantee that the carrier will meet their estimated delivery date. We are not responsible for lost or misdirected packages, but please let us know if the carrier loses or misdirects your package and we'll assist you.
Safe handling of packages damaged in transit
International shipping
We ship vape products internationally only where personal-use vape products are allowed, which currently includes only Canada and Australia. Due to fluctuating international laws and regulations, we cannot guarantee shipment to any country outside the U.S. that does not have clearly defined import laws. When ordering from a country that restricts the import of e-cigarettes or e-liquid, you assume the risk of the order being stopped, refused, and/or confiscated by customs.
We cannot be responsible for packages held, tampered with, refused, or returned by customs. There are no refunds or replacements for orders lost after leaving the United States, confiscated, or refused by customs. We do not calculate, charge, or assume charges for VAT, duty, or import taxes. We do not ship to countries that have banned the sale and import of e-cigarette hardware, accessories, and liquid. Please check your local country regulations prior to ordering.
Returns & refunds
If you have any problems with your e-liquid or hardware, please contact us first at support@kaisvirginvapor.com. We'll help you troubleshoot before authorizing a return. All returns must be authorized in advance in order for you to receive a refund.
Please note: we do not accept returns or offer refunds for e-liquid. Because everyone's tastes are different — and because the hardware you use can dramatically change the experience — we can't guarantee you'll like a particular flavor. Contact us before ordering and we'll help you choose a flavor suited to your preferences and vaping style.
Hardware
For hardware such as batteries, cartomizers, and drip tips, we offer exchanges within 30 days of shipment for items that are defective due to manufacturing or workmanship. Historically, a full 90% of hardware returned to us as defective was actually fully operational when tested — vaping comes with a learning curve, so please reach out and we'll walk you through troubleshooting first.
How to return an item
Items returned for a refund must be sent within 30 days of shipment, unused and in original condition. The customer is responsible for return shipping. Contact customer service at support@kaisvirginvapor.com for a return shipping address — the address varies by return type, so we ask that you contact us first.
When sending a return, include a copy of your packing slip and list the order number, customer-support ticket number, reason for return, and resolution requested. We'll ship replacement items as soon as possible, or issue a credit toward your next purchase (less shipping).
