1. Can I leave a product review?

Absolutely! We actively encourage our customers to leave reviews for products. But don’t just give it a star rating, let the community know what you like and dislike about a product. Reviews can help other customers decide if a product is right for them based on your experiences.

1. Do you accept credit cards?

Of course! All of our payments are handled securely via PayPal. You can use any credit card associated with your PayPal account, your PayPal balance, or even your bank account to pay for your order. However, you are not required to have a PayPal account to make payment and can use your credit card on a “one-time” basis by simply clicking the link on the PayPal transaction page that says, “Don’t have a PayPal account?” Just input your credit card information and click the “Continue” button.

1. Do you ship to my country?

If you live in the United States or Canada, then yes we do!

1. How do I use my new vaporizer?

Most vapes have similar controls, usually involving multiple clicks of the button to turn it on and off, and different click sequences for changing the temperature. But these sequences of button presses do vary from unit to unit, so the best way to learn how to properly operate your particular device is to read the manual. Every device we sell should have a paper manual included in the box.

1. My product is DOA, what should I do?

We are very sorry to hear that. Rest assured that our number one goal is total customer satisfaction and that the issue will be resolved!

Please use the form below to notify us that you have a problem with your order. We will contact you as soon as possible with your options. If your product is truly dead on arrival, we will provide you with a replacement immediately. If the item is currently out of stock, we can order new product for you and ship it as soon as it arrives, give you store credit to use on a different product, or issue you a refund. We will pay for return shipping of DOA items, but you must return the defective item to us within 14 days.

2. Can I return an item if I change my mind?

As these are personal use items, we can only accept returns if your item is unopened and unused. You will be responsible for shipping charges to send the item back to us, and if the item is over $100, we recommend that you send it via a trackable method. We will not be responsible if your item does not make it back to us in new condition. Also, you must enclose a copy of your purchase receipt and obtain an RMA from us; we cannot accept any packages that do not have an RMA clearly marked on the outside, and written on the copy of your receipt on the inside.

2. Can I send you my out of warranty item for repair?

Most vaporizers are not made to be repaired, although many have parts or accessories that can be replaced. We try to carry most available parts and accessories for the vapes we sell, so please browse our site to see if we have what you need. Outside of this, it is not economical to repair out of warranty vaporizers and we advise that your money will be much better spent buying a new unit.

2. I can see reviews for a product, but why can’t I write one?

The short answer is that you must have actually purchased a product from us before you can review it. We do this to not only avoid people spamming the reviews, but also because we want to make sure that the reviews we see for a product are by informed customers that actually own the item and have had a chance to use it. Information is good, but good information is better! 🙂

2. I lost/misplaced my manual, what now?

No problem! Whenever you buy a vaporizer from us, you’ll notice that your cart automatically adds a PDF version of the manual to your order! When you receive your order confirmation email, it will include a link to download your unit’s manual from our site. This link is uniquely yours and can only be used three times within three days, so please download your manual right away. It’s great having electronic copies of the manual as you can put it on your phone or tablet and have it with you at all times, even before you receive your unit!

2. What should I do for warranty repairs?

If your vaporizer was purchased from us, theVapor Institute, LLC and is under warranty, we will be glad to help you get it repaired or replaced. Different manufacturers handle warranties in different ways, but contacting us first should always be your first step. Please fill and submit the form below; all fields are required.

In general, most vapes made in North America, Canada, or Europe, have longer warranties and we will help you get your unit repaired as quickly and efficiently as possible.

Vaporizers made in Asia generally have much shorter warranties, but worry not, we will help with those too! If your Asian product is clearly defective or malfunctioning, we will extend their warranty period to one year from date of purchase, for FREE!

Obviously, we recomend that you take good care of your products and avoid any use outside their stated specifications and purpose. Nor us nor any manufacturer will cover products which have been abused, deliberately broken, modified or used in a negligent manner. Also, please be aware that most included accessories, mouthpieces, glass parts, cleaning supplies or cosmetic damage, including scratches, dents and dings, or broken plastic, are not covered.

If your warranty claim happens within 30 days of purchase, we will pay for the return shipping; otherwise, you will be responsible for any shipping costs to send the item back to us or to the manufacturer.

2. What shows up on my credit card statement?

The company name you will see on your credit card statement is very discreet and will simply state “TVI”.

2. Will you ever ship to my country?

We are looking into the best way to ship to other countries. We will offer this when we find the most economical and safest way to get our products to you! If you’d like to be notified when we can ship to your country, consider subscribing to our newsletter right here:

3. Can I pay over the phone or by another method?

Unfortunately, no. All payments must be processed via our PayPal gateway. This is for your protection, as transactions are handled securely and privately between you and PayPal; we never see any of your payment details, we just receive confirmation that you made a payment. Thank you for understanding!

3. How long does it take for my order to ship?

Most orders will be prepared and shipped by the next business day, but may take up to 2 business days on rare occasions.

3. I saw an unfavorable review of one of your vapes on another site…

By their very nature, reviews contain quite a bit of subjective information and reflect the reviewer’s personal opinions and experiences with a product. We have personally used and tested every vape we sell here. In our opinion, these units represent some of the best available on the market, but as this is our opinion, others might disagree. We totally understand and respect other’s views on products we carry. We just ask that you please keep this in mind when purchasing from us. We will never claim that we are right and they are wrong, just that our opinions can differ. In the end, we want you to be happy with your purchase! If you ever have questions about any of our products, please contact us via email or phone, and we will be happy to talk to you about it!

3. My PDF manual link expired, what should I do?

Didn’t we tell you to download it right away? Just kidding! 🙂

No problem! Just send us a message below and we’ll email you another copy. Happy customers are all we really care about!

3. Where do I send my repair/return/warranty items?

If you have to ship an item back to us, please do so to our company address below. This address is for shipping and mailing only, we do not have a retail location there, so please don’t drop by… Unless, of course, you really want to visit a small box in the wall. 🙂
 

theVapor Institute, LLC

8805 Chambery Blvd, Suite 300-312
Johnston, IA 50131
USA

4. Are you an authorized dealer?

We are authorized dealers or buy from authorized distributors for all the brands we carry in our store. We do not condone the manufacture, distribution, or sale of any counterfeit or fake vaporizers. All of our units come either directly from the manufacturer or from legitimate distributors. Please help us, and the industry overall, by only buying from authorized sources.

4. How long does shipping take?

After your order is prepared and shipped, it can take between one and seven days for it to arrive. On rare occasions, or when inclement weather is involved, your order might take up to ten days to arrive. If you still haven’t received your order after ten days, please send us a note and we will be happy to look into it!

4. What currencies do you use/accept?

All of our prices are in US dollars. Payments must also be made in US dollars only. If PayPal ever gives you an option to select a currency, make sure you select to send payment in US dollars. We cannot accept payments made in any other currencies.

4. What is your return policy?

Returns

Our refund policy is 30 Days. Unfortunately we can’t offer you a refund or exchange after this period. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Health and personal care items, intimate or sanitary goods, and downloadable software products.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds or no refunds may be granted: Items with obvious signs of use. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@thevapor.institute.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at support@thevapor.institute, and after obtaining an RMA from us, send your item to: 8805 Chambery Blvd, Suite 300-312 Johnston IA United States 50131.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

5. How much does shipping cost?

All orders of $100 or more ship FREE to the US and Canada!

If your order didn’t qualify for free shipping, US orders will cost a flat $3.50 for small items that can ship in an envelope. Larger items will cost either $6.50, $12.50, or $16, depending on the size of Priority Mail box they can fit into.

Canadian orders will cost a flat $4.00 for small items that can ship in an envelope. Larger items between 1 and 4 pounds ship First Class Mail and will cost between $14 and $25, depending on weight. Items heavier than 4 pounds ship Priority Mail and will cost $35 plus $2.50 per pound.

Given the size/cost of most vaporizers, the majority of orders will ship for free! And hey, if you’re just a few dollars shy of meeting the minimum free shipping requirement, think about adding an accessory or two to your order as it could end up being cheaper than paying for shipping!

6. Do you ship discreetly?

Absolutely!

Most of our items will arrive in a USPS Priority Mail box similar to these. Labels and billing statements will just state “TVI” as the sender/seller.

USPS Priority Mail Boxes

7. What is your shipping policy?

Our products are shipped within 2-3 Days using the following carriers: USPS. To return your product, you should mail your product to: 8805 Chambery Blvd, Suite 300-312, Johnston IA United States 50131. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.