We stand behind every device that leaves our Pomona, CA warehouse. This page covers our cancellation rules, our final-sale policy and how damaged-on-arrival claims work 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 |
| Arrived damaged / does not work | Within 3 days of delivery | Send order number + photo or video — once verified, one free replacement unit goes out with your next order (no cash refund) |
| Changed your mind / wrong flavor picked | — | Not returnable or exchangeable, even if sealed or unused |
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 shows up damaged or simply won't work — dead on arrival, leaking from the factory seal, coil not firing, battery won't take a charge — report it within 3 days of delivery. Here's how the claim runs:
- 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 or change of mind — sealed or unused units included
- Physical damage from drops, water, crushing, or unauthorized modification
- Devices purchased from other retailers (gas stations, smoke shops, etc.)
- Issues reported more than 3 days after delivery
- 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 photo or video showing the defect is required for every claim — for faults that a still image can't show (no vapor, dead screen), send a short video. 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 returns or exchanges once an order is delivered — that includes sealed, unused devices you simply changed your mind about. This is an industry-standard practice across reputable vape retailers.
For genuine damage or dead units, our photo/video check settles the claim without you shipping anything back: no return postage, no round trip, and the verified replacement simply goes into the box with your next order.
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 |
| Replacement unit | Packed with your next order after 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.After the 3-Day Window
Damage and dead-on-arrival claims close 3 days after delivery; there is no extended warranty period after that. For troubleshooting a device that stopped hitting later on, the Support page walks through the fixes that solve most issues.
Damaged-on-arrival claims apply 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
Can I return a RAZ device for a refund?
No. Once delivered, all sales are final — that holds for sealed, unopened and unused devices too, and for picking the wrong flavor. The one exception is a device that arrives damaged or doesn't work: email service@raz-vape.com within 3 days of delivery with your order ID and a photo or video, and after we verify it a free replacement ships with your next order.
How long does a cancellation refund take to appear?
Refunds only apply to orders cancelled before they ship. We process the cancellation within 1 business day; your bank or card issuer then usually posts it within 5 to 10 business days.
Do I need to mail anything back?
No. We don't take items back for change of mind or wrong flavor selection, and damaged-on-arrival claims are verified from your photo or video, so there is no return shipping in either case.
Can I exchange a flavor I don't like?
No — flavor exchanges aren't offered, even for sealed devices in original packaging. If you're unsure, read the flavor notes on each product page before ordering, or cancel by email before the order ships.
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 within 3 days of delivery. Once verified, a free replacement unit is added to your next order. Please don't mail the damaged package back.
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.
The same final-sale and 3-day damage-claim 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.