FAQ & Support

  • ○ About Account 


  • ● How do I register?                                   

  • You can easily create your own VAPEHOP profile by clicking here to register.


  • ● I cannot log in to my accout.                       

  • Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. If you are still not able to access your account, please contact our Customer Service via cs@vapeciga.com and outline the problem.


  • ● I forget my password                                                                       

  •  If you forgot your password, just click the "Forgot password?" link on “Login”Page and we will send you an automated email with information on how to reset your password.


  • ○ About Order


  • ● May I cancel the order?

  • We can only cancel orders that haven't been processed by our shipping department. Once an order has been processed for shipment, it's no longer able to be cancelled/refunded. If necessary you may refuse the package at the time of delivery. Once we receive the package back at our facility we will be happy to modify or cancel and refund the order.


  • ● I forgot to apply the coupon during checkout, can I get the money difference back?

  • Unfortunately, we are unable to apply coupon codes to orders after they have been placed. Please ensure to input your coupon code prior to purchase to receive any available discounts.


  • ● Why didn't I receive an order confirmation e-mail?

  • As soon as you check out an order, an email is automatically sent to your e-mail confirming the order. If you're not seeing order confirmation or status updates, maybe you can have a quick look at the SPAM/JUNK e-mail folders.

    If you can not find at the spam/junk, please contact us so we can look it up.


  • ● I forgot to sign into my account before I placed an order, can I link the order to my account and claim my earned rewards points?

  • Unfortunately, we are unable to link placed orders to existing customer accounts after the order has been placed. Alternatively, we may apply the earned rewards points from your recent order to your Vapehop account. You may contact us regarding the matter, and we will be sure to issue the rewards points to you. Please include the order number and your Vapehop account information at the time of your initial email to us.


  • ○ About Shipping


  • ● Why hasn't my order been shipped?

  • There is a processing time of 24- 48 hours on all orders. You can consider that your order is processing without issue if you have not received an email regarding your order. 

    Generally speaking, apart from the pre-order items, most orders are shipped out within 24 hours after payment.


  • ●I did not receive the tracking confirmation email, where is it?

  • A tracking confirmation email is sent within 12 hours after shipment. Please be sure to check your spam/junk folder if it does not appear in your inbox.


  • ● How long will it take to receive my order?

  • Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)


  • ●How can I track my order?

  • As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that, you will be able to track your order by clicking the tracking link in your shipping confirmation email. And you can when you log in to your account to track.

    Please allow up to 24 hours for tracking to activate.


  • ● Package delivered, what to do when there is an item missing/incorrect?

  • Please contact us immediately if you believe that an item is missing/incorrect, we will correct the issue for you. Also, be sure to include your order number, along with images of the products you received. You can reach Customer Service via cs@vapeciga.com.


  • ○ About Payments


  • ●What is the difference between the billing address and the shipping address?

  • The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.


  • ● Is it safe to shop at Vapehop?

  • We provide the best e-commerce service in the industry and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.


  • ● I received a "Gateway Error" message

  • A “Gateway Error” indicates that the card used for purchase was declined. Your card may have been declined due to an incorrect billing address entered at the time of checkout (including the name on the card). 

    If you see a pending charge on your account, it is important to note that this is not an actual charge.


  • ● Why is "Do Not Honor" displayed after checkout/ payment?

  • A "Do Not Honor" message from banks means that your transaction was declined by the bank that issued your card.We recommend you to call the number on the back of your card and talk to a customer representative of your bank. Please explain to them that you are trying to place an order online and request them to allow the transaction. If they can't help you, you can try to use an alternate method of payment such as PayPal, or simply using a different credit card.


  • ○ About Returns


  • ● Do you have a warranty?

  • We currently offer a 60-day after sales limited warranty for all manufacturer defective items purchased from our website, with some restrictions*. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Once the item has been in the hands of the customer after the warranty period, the item(s) will be no longer eligible for a refund/replacement.


  • ● Can I return items on my entire order back?

  • Orders placed on Vapehop have a 60 Day Return Policy. We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 60 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 handled.


  • ● What should I do with a DOA (dead on arrival) item?

  • Despite that we have extensive testing before shipment, we could not 100% avoid this problem. Please test the items first after delivery. If there are defective items, please contact our support team within 2 business days, then we could solve the problem for you in a timely manner.


Didn't find what you were looking for? Contact us via cs@vapeciga.com.