A.Email Customer Service
The fastest way to reach us is email at service@raz-vape.com. One address handles everything — order status, cancellations, damage 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, damage 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 wholesale RAZ vapes application — 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.Damage Claims
Device arrived cracked, leaking or dead? Report it within 3 days of delivery. Damage claims are settled with a free replacement in your next order, not a refund. Read the Support & Damage Claims page first, take a photo or short video of the defect, and email service@raz-vape.com with the order number in the subject line. Claim decisions come back within 1–2 business days in most cases.
A question this inbox gets weekly: whether RAZ makes a version without nicotine. It does — see the RAZ no nicotine vape collection for the ten 0 mg flavors, no email needed.
What is not a damage claim: a flavor you did not enjoy, a change of mind (sealed devices included), accidental water damage, or a device used past its rated puff count. All sales are final, so none of these can be returned or replaced.
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 — we don't accept returns, and damage claims are handled by photo or video.
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, damage 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 typically get the fastest replies.
Can I mail a defective device back to the Pomona warehouse?
There is no need to. We don't accept change-of-mind returns, and damaged-on-arrival claims are verified from a photo or video emailed to service@raz-vape.com within 3 days of delivery. Approved claims get a free replacement in your next order.
Is there a live chat on the site?
No. We tried live chat in earlier years and found that complex questions (damage claims, 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, the closest path is to place an order on this site — it ships from that same warehouse within one business day and most LA-metro deliveries land the next day.
Email Us — We Reply Within 24 Hours
One address for orders, damage claims, 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.