We stand behind every device that leaves our Pomona, CA warehouse. This page covers our cancellation and quality assurance policies for all orders placed at raz-vape.com. Please read before placing your order so you know exactly what to expect.
A.Policy at a Glance
| Scenario | Window | Resolution |
|---|---|---|
| Cancel before shipment | Before tracking number is generated | Full refund to original payment method |
| Order already shipped | After tracking number is issued | Cancellation is no longer available — the package is already with the carrier |
| Quality issue (DOA, defect) | Within 14 days of delivery | Submit a video — we issue a discount credit + replacement item in your next order |
| Opened / Used product | — | Not eligible for return (hygiene & safety) |
Key point: Once a tracking number has been generated and your package is handed to the carrier, the order is considered fulfilled. Cancellations and refunds are only available before the shipment is dispatched. This is because our carrier partners do not support package recalls once a shipment enters their logistics network.
B.Order Cancellations
You can cancel any order for a full refund as long as it has not yet shipped. Once a tracking number has been generated — meaning the package has already been picked up by the carrier — the order can no longer be canceled or modified.
To cancel, email service@raz-vape.com with your order number as soon as possible. Most orders are processed and dispatched within 24 hours on weekdays, so the cancellation window is limited. Weekend orders (placed Friday evening through Sunday) have a slightly longer window since they ship on Monday.
Why can't I cancel after tracking is issued?
Once the carrier scans and accepts a package, it enters a logistics pipeline that cannot be reversed or intercepted. This is an industry-wide limitation — not unique to our store. We process orders quickly to get your devices to you as fast as possible, which means the fulfillment window is short.
C.Quality Issues & Defective Devices
If your device arrives with a quality problem — dead on arrival, persistent leaking from a factory seal, coil not firing, battery won't charge — we want to make it right. Here's our process:
- Device does not produce any vapor (dead on arrival)
- E-liquid leaking from factory seal before first use
- Coil failure within first use — persistent burnt taste after proper priming
- Battery does not charge at all (tested with multiple cables)
- Screen malfunction — display not turning on or showing incorrect readings
- Flavor preference — "I don't like this flavor" is not a defect
- Physical damage from drops, water, crushing, or unauthorized modification
- Devices purchased from other retailers (gas stations, smoke shops, etc.)
- Issues reported after 14 days from delivery date
- Normal wear: reduced vapor near end of e-liquid life, gradual flavor fade
- Devices that have been tampered with or partially disassembled
Quality claims are reviewed on a case-by-case basis. A clear video showing the defect is required for all claims — photos alone may not be sufficient to verify certain issues. We reserve the right to request additional information if needed.
D.Why We Don't Accept Physical Returns
Due to the nature of vape products — including hygiene, safety, and regulatory requirements — we are unable to accept physical returns of devices once delivered. This is an industry-standard practice across reputable vape retailers.
Instead, our video verification process lets us resolve quality issues without requiring you to ship anything back. This is actually faster and more convenient: no return shipping cost, no waiting for a round-trip delivery, and your discount credit + replacement are arranged as soon as the claim is verified.
E.Refund & Credit Timeline
| Stage | Time |
|---|---|
| Pre-shipment cancellation request | Processed within 1 business day |
| Refund issued to payment provider | 3–5 business days after approval |
| Credit appears on your statement | 1–2 billing cycles (depends on your bank) |
| Quality claim review (video) | 1–2 business days after submission |
| Discount credit issued to account | Within 24 hours of claim approval |
Haven't received your refund? If more than 10 business days have passed since we confirmed a cancellation refund and it still hasn't appeared, check with your credit card company or bank first — processing times vary by institution. If the issue persists, email us at service@raz-vape.com with your order number and we'll trace the transaction.
F.Warranty & Long-Term Support
This page covers the purchase period (cancellation + first 14 days after delivery). For device issues discovered later, see our Support & Warranty page for full coverage details and claim procedures.
All quality coverage applies exclusively to devices purchased from raz-vape.com. Devices bought at third-party retailers (gas stations, smoke shops, other websites) are not eligible. Please contact the original seller for support.
G.Refund Policy FAQ
What can I return for a refund?
Sealed, unopened RAZ devices in original packaging are eligible for a refund within 14 days of delivery — start the request via service@raz-vape.com with your order ID. Opened or used devices are not eligible for a refund (per FDA tobacco product regulation and standard vape industry policy), but defective opened devices are covered under the RAZ warranty for free replacement.
How long does a refund take to appear in my account?
After we receive the returned package, the refund processes within 2 business days at our end. Your bank or card issuer typically posts the refund to your statement within 5 to 10 business days after processing. Total time from return shipment to refund visible: usually 7 to 14 days.
Who pays for the return shipping?
For a defect-related return (warranty case): RAZ provides a prepaid USPS return label at no cost. For a buyer's-remorse return (changed mind, wrong flavor selection): the buyer covers return shipping. Original outbound shipping cost is non-refundable in either case.
Can I exchange a flavor instead of refunding?
Sealed devices in original packaging can be exchanged for a different flavor of the same device model (TN9000 ↔ TN9000 different flavor, DC25000 ↔ DC25000 different flavor) at no additional cost — the only fee is the return shipping. Cross-device exchanges (TN9000 ↔ DC25000) are processed as a refund + new order pair.
What happens if my package arrives damaged?
Photograph the damaged outer box and the device condition before opening, then email service@raz-vape.com with the photos and order ID. Damage in transit is covered: we ship a replacement at no cost and file the carrier claim on our end. Do not ship the damaged package back unless explicitly asked.
Cancel an Order or File a Quality Claim
Email service@raz-vape.com with the order number. Cancellation processed within 1 business day, quality-claim review within 1–2 business days.
Same return rules apply to the raz vape 25k, every model in the raz vape 50k series, and pods covered on the RAZ Vape Refill page. Browse every RAZ vape flavors profile for replacement orders, or look up a RAZ Vape Near Me for retail pickup.