A.Enter Order Details
Enter your order number — or the email or phone you used at checkout. Either one on its own is enough; add both if you want an exact match. (Order number is on your confirmation email subject line — typically a 6-digit number.)
Can’t find your order number? Search your inbox for “RAZ Vape order” — the subject line includes the number. Still stuck? Email service@raz-vape.com with the email used at checkout and we’ll look it up.
B.Expected Delivery Time
All orders ship from the Pomona, CA warehouse within one business day of being placed; the tracking number arrives by email.
| Region | Ground transit time |
|---|---|
| West Coast (CA, OR, WA, NV, AZ) | 2–3 business days |
| Mountain & Midwest (CO, UT, TX, IL, MO) | 3–4 business days |
| East Coast (NY, NJ, FL, GA, NC) | 4–5 business days |
| Alaska, Hawaii, US territories | 5–8 business days |
Note: weekends and US federal holidays do not count. Orders placed Friday afternoon ship Monday. We do not offer expedited or overnight shipping on disposable-vape orders.
C.Where Is My Order? — Status Meanings
Order status updates as the parcel moves through our warehouse and carrier network. Each status maps to a specific stage:
- Pending payment — the order was placed but payment is not yet captured. Most clear within minutes; if stuck more than 2 hours, the card was declined and the order will auto-cancel.
- Processing — payment is captured and the order is in the warehouse pick queue. No tracking number yet.
- Shipped — the carrier has scanned the parcel. A tracking number lands in your email within 30 minutes of this status.
- Out for delivery — carrier confirms the parcel is on the truck for delivery today. This is a carrier-side status, not a RAZ status.
- Delivered — carrier scanned the parcel at the delivery address. If the package is not at your door 24 hours after this status, see section D.
- On hold — the order is paused for an issue we are working on (failed address verification, card chargeback, age-verification flag). You will get an email explaining the hold within 24 hours of the status change.
D.Lost or Damaged Package? — File a Claim
If tracking shows delivered but you do not have the parcel, or the parcel arrived damaged, RAZ files a carrier claim and reships at no charge. The claim window is 30 days from the delivered scan.
- Wait 48 hours after the “delivered” scan. Roughly 1 in 20 carrier-marked-delivered scans land the next day — the scan fires when the package leaves the truck for the route, not at the door.
- Check around the property. Neighbor porches, recessed entryways, side gates, package lockers, and mailrooms account for the majority of “missing” deliveries.
- Email service@raz-vape.com with the order number, the tracking number, and a one-line description (“Tracking shows delivered 04/03 but no package received”). Reply within 24 hours on US weekdays.
- We file the carrier claim and reship. A replacement order ships the next business day after we open the claim with the shipping carrier — you do not wait for the claim to resolve.
Damaged packaging? Take a photo of the outer box plus the device condition before opening anything further, and include the photos in the email. The carrier claim requires photo evidence to refund the original shipping.
E.Order Tracking FAQ
How long does RAZ Vape shipping take?
Most orders deliver in 3-5 business days. Orders ship from the Pomona, CA warehouse within one business day. West Coast addresses see 2-3 day delivery, East Coast and Texas see 4-5 day delivery with standard ground shipping.
My tracking says delivered but I never got it. What do I do?
Check with neighbors, look around side gates, recessed porches, and packages can be marked delivered when scanned at the truck. If still missing after 48 hours, email service@raz-vape.com with the order number — we file a carrier claim and reship at no charge once the claim is open.
Can I change my shipping address after placing the order?
If the order has not shipped, yes — email service@raz-vape.com with the order number and the corrected address within 2 hours of placing the order. Once the shipping label is generated, the address is locked and we cannot reroute.
Will my order ship in a discreet package?
Yes. All RAZ orders ship in plain brown outer boxes with no vape, tobacco, or nicotine branding visible — and no description of contents on the carrier label. The label shows “RAZ Direct” as the shipper name. The carton inside the box carries the device branding, but the outer carrier package is plain.
When is my age verified?
Adult verification (21+) required — ID verified before your order ships. Verification runs at checkout, when the order is placed. If the automatic check cannot confirm your age, we email you for a photo of a government-issued ID and hold the order (not cancel it) until verification is complete.
Need Help With a Specific Order?
Email the order number to service@raz-vape.com — reply within 24 hours on US weekdays.