FAQ Frequently Asked Questions
Frequently Asked Questions + Answers
Shipping & Handling
- PACT Act Vape Mail - Shipping Announcement
- I just placed my order, when will it be shipped?
- Fulfillment and Transit Times
- My tracking information hasn't been updated in some time, is my order lost?
- What does my Tracking Status mean?
- The Element Vape Guarantee
General & Technical Issues
Payment & Promos
- Sezzle - Buy Now Pay Later
- What payment options can I use to make a purchase?
- When do you have promotions and sales?
- How do I use a coupon code?
- Do you have a Reward Program?
- Why am I charged Excise Tax on my order?
Returns & Refunds
- What is the process if my product is found to be defective?
- What happens if a product in my order is missing, incorrect, or damaged?
- Are products purchased from your website covered under warranty?
- Can I return unwanted items for a refund?
- What type of items are not covered under your warranty?
- What products are considered NON RETURNABLE?
Stock & Product Issues
Age Verification
Troubleshooting
- Why is my Pod System not firing?
- Why is my vape saying "No Atomizer" or "Check Atomizer"?
- Why is my atomizer leaking, popping, spitting?
- My device will not turn on, what should I do?
- What causes a burnt taste? Why does my vape taste burnt?
- Disposable Device Issues
Order Issues
- Why does my order require an Adult Signature at delivery?
- Why is my International Package delayed at Customs?
- Can I cancel my order?
- I ordered incorrectly, am I able to make changes to my order?
- My order was shipped to the wrong address, what happened?
- What will happen if an item in my order is found to be Out of Stock?