A.Email Customer Service
The fastest way to reach us is email at service@raz-vape.com. One address handles everything — order status, refund requests, warranty claims, authenticity verification, wholesale, and press. Include your order number in the subject line if your message is about a specific order and the reply will come back the same business day in most cases.
What we answer within 24 hours, US weekdays: order status, shipping questions, warranty claims with photo/video evidence, authenticity-portal failures, and wholesale application questions. What we do not do over email: walk you through a state-by-state regulatory question (use the 2026 state availability blog for that) or process a payment over the phone.
B.Wholesale Inquiries
If you run a vape shop, smoke shop, convenience chain, or licensed vape distributor and want bulk RAZ pricing, do not start the conversation here. Apply through the full RAZ Vape Wholesale page — the application captures your tobacco license, business address, and monthly volume in one form, which is what our wholesale team needs to set up an account. Going through the form first cuts the back-and-forth by about a week compared to starting from a cold email.
C.Warranty Claims
Defective device within 7 days of delivery? Pre-arrival damage (cracked screen, leaked pod, dead-on-arrival)? Both go through warranty, not refund. The clean path is to read the Support & Warranty page first, gather the two photos that warranty needs (device serial + the defect itself), and then email service@raz-vape.com with the order number in the subject line. Warranty decisions come back within 1 business day in most cases.
What is not warranty: a flavor you did not enjoy, accidental water damage, or a device that was used past its rated puff count. Those are not defects, and we cannot replace them under warranty.
D.Authenticity Verification
Every RAZ device ships with a 12-digit verification code under a scratch-off panel. Enter the code on our product authentication page for an instant pass or fail.
If your code fails verification on a device bought through this site (raz-vape.com), email service@raz-vape.com with a photo of the panel and your order number. We replace failed-verification devices on raz-vape.com orders. If the device came from another seller and the code fails, that is a counterfeit problem with the seller — we can confirm the code is bad but we cannot replace a device we did not ship.
E.Our Warehouse Address
The RAZ Vape direct-store warehouse is at:
213 E Monterey Ave
Pomona, CA 91767
United States
This is a fulfillment warehouse, not a retail store. We do not stage walk-in pickup, we do not run a counter, and we do not host the wholesale team for in-person meetings. Every order ships through US carriers from this address — if you need to mail something back (warranty return, refund return, mistakenly shipped item), email service@raz-vape.com first to get a return reference. Unmarked returns can be misrouted on arrival.
F.Hours & Response Time
| Window | Coverage | Email response target |
|---|---|---|
| Monday–Friday, 9 AM – 5 PM PT | Full customer-service team | Same business day for most messages |
| Monday–Friday, after 5 PM PT | On-call coverage for urgent order issues | Next business morning |
| Saturday & Sunday | Skeleton coverage for order-blocking issues only | Monday morning for non-urgent |
| US federal holidays | Warehouse closed, no shipping | Next business day |
Hard SLA: every email gets a human reply within 24 hours on a US weekday. If you have not heard back in 24 hours, your message landed in spam — resend with "RAZ" in the subject line and a different email account if you have one.
G.Contact FAQ
Does RAZ Vape have a phone number?
No — RAZ Vape support is email-only at service@raz-vape.com. Every order, warranty claim, and wholesale inquiry runs through email so there is a written record on both sides. We reply within 24 hours on US weekdays.
How long until you reply to an email?
Standard response window is under 24 hours on US weekdays (Monday through Friday, Pacific Time). Emails sent over a weekend or US federal holiday are answered the next business day. Order-status questions sent Monday through Thursday are typically answered the same day.
Can I mail a defective device back to the Pomona warehouse?
Yes — but always email service@raz-vape.com first. We will assign an RMA reference and confirm the shipping address before you mail anything. Unannounced returns without an RMA reference can be misrouted and slow the warranty review.
Is there a live chat on the site?
No. We tried live chat in earlier years and found that complex questions (warranty, wholesale, authenticity codes) need attachments, photos, and a written paper trail — none of which a chat widget handles well. Email is slower by minutes, faster by days, because everything stays in one thread.
Can I visit the Pomona warehouse in person?
No. 213 E Monterey Ave is a fulfillment warehouse — no retail counter, no pickup window, no in-person wholesale meetings. If you live in the LA metro and want a same-day device, the closest path is to place an order on this site early Monday through Thursday — orders before noon ship same-day from the same warehouse and most LA-metro deliveries land the next day.
Email Us — We Reply Within 24 Hours
One address for orders, warranty, authenticity, and wholesale. Include your order number for the fastest reply.
Looking to place an order while you wait on a reply? Browse every RAZ vape flavors profile, compare the raz vape 25k against the raz vape 50k VUE pod system, see pod-swap pricing on the RAZ Vape Refill page, or look up a RAZ Vape Near Me.