3Avape Frequently Asked Questions
We want you to enjoy your shopping experience as much as your new vape products. Please be free to contact our Customer Service Team if you have any questions or concerns. We are here to help with everything from placing orders, delivery questions and product details.
1. 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 canceled/refunded. If necessary you may refuse the package at time of delivery. Once we receive the package back at our facility we will be happy to modify or cancel and refund the order.
2. I ordered incorrectly, may I modify the order?
Generally speaking, we can modify any order that has not been processed for shipment. However, it usually leads to shipment delay for 1- 3 days.
3. I didn't receive the package in the suggested time frame, what happened?
If it's because of an invalid/incorrect address, you may contact your local post office to arrange mail-forwarding, or to arrange pick-up. Alternatively, if the order's tracking history shows that the courier returned your package to the original sender, we will make the necessary adjustments to your order once it is received back at our facility.
4. 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 our support team at firstname.lastname@example.org
1. 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.
2. I did not receive the tracking confirmation email, where is it?
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. Or you can log in your account for checking, and then click My order→View order→Shipment.
3. Do you ship orders in discreet packaging?
We currently ship all orders in discreet packaging with no logos or labels of affiliation.
Payment & Promotion
1. When attempting to place an order, I received a “Gateway Error” message, and a pending charge was posted to my account. Did my order go through?
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. In this case, you can contact our support team or PayPal customer service for help.
2. 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 be receive any available discounts.
Returns & Refunds
1. What's the warranty on the items purchased?
We offer a 3-month after sales warranty for all manufacturer defective items purchased from our website, with some restrictions*. The warranty period will begin since the date of delivery. Once an item is after the warranty period, it will be no longer eligible for a refund/replacement.
2. What's the handling process for a defective item?
Please contact our support team within our 3-month after sales warranty period if your item is defective, and we will be sure to solve the problem in a timely manner. Kindly note that all minor scratches, cosmetic issues, and discoloration are considered normal wear and tear, which are not covered by our warranty.
3. Can I return items back?
We accept returns of unopened, unused or undamaged items purchased on our website for a refund or exchange within 14 days of original purchase. Please note that returned package might have clearance risks and related fees when it arrives in China. In this case, we will have to deduct the fees from the refund.
General & Technical Issues
1. Where are you located?
We are located in Shenzhen, China and ship all packages from our facility.
2. Do you offer phone support?
It's a pity that we do not offer phone support at this moment, as our most efficient way of communication to our customers is via email. We usually respond in 12- 24 business hours, excluding weekends and holidays.
3. What's your operation hours?
Our current hours of operation are from 9am- 6pm UTC, Monday- Friday, excluding holidays.