Here is a comprehensive list of our online web store policies. This is not a listing of the individual brick and mortar store policies. Please contact each individual store for their respective policies and procedures.
Gorilla Vapes Order Change Policy
Here at Gorilla Vapes, we consider it our mission to bring you quality, affordable, delicious eliquid that’s handmade to order - and we like to get it to you fast! Because we don’t mix it until you order it, finding a single order within the flow of production can be a challenge (read: needle in a haystack) - but we will do our level best!
In order to make all of this magic possible, we may not be able to make the requested change without throwing out the eliquid that we originally made for you, if your order has passed a certain point in the fulfillment process, and unwanted eliquid is a terrible thing!
We promise to make every effort to honor requested order changes but cannot guarantee that we’ll be able to. We encourage you to review your shopping cart carefully before submitting your order to make sure it’s just how you like it!
Gorilla Vapes Shipping Policy
Orders placed Monday - Friday will usually ship out within 24 hours - this means that from the time you place your order to the time that your package ships, we are working hard to get your order through our process. Orders placed on Saturday may or may not ship the same day depending on the volume we are experiencing at the time. If you place an order on Saturday and it does not ship the same day, you will receive a tracking number, but your order will actually leave our facility on Monday, which is the next available day for USPS. If your order is placed on Sunday, you may receive a tracking number, but your package will not leave our facility until Monday when USPS is available. USPS does not ship packages during any of the major U.S. holidays. All orders placed during holidays may be processed on the next available business day. Although we strive to maintain these guidelines, there are inevitably times that order volume, weather, and other unforeseen circumstances may prevent us from shipping your package on the exact day it might be expected.
Order confirmations will be emailed to the address you have on file. If you have not received a confirmation by email within 15 minutes of placing your order, please check your junk mail folder in case of redirection by your email provider.
Also, please ensure you provide us with a valid email address free from accidental misspellings. You can review the spelling of your email address in the My Account section of our website. If you are already logged into your account, you can find it directly in the Your Account Details section.
All shipping is done via USPS. Gorilla Vapes will provide tracking information via email when your order ships. Shipping times may vary based on conditions and do not include order processing time.
In addition, international orders may be subject to import taxes and/or duty fees according to your location. These taxes and/or fees are the sole responsibility of the buyer.
Please note that although tracking numbers are provided for every shipment, not all shipments continue to track once they leave the U.S. This is based strictly on the tracking capabilities of your local post carrier.
*We reserve the right to refuse shipment to anyone
NOTICE TO INTERNATIONAL CUSTOMERS: Please make sure you are fully aware of your country’s laws regarding e-liquid/e-cigarette importation before making a purchase. Although we do ship to almost every country in the world, Gorilla Vapes will not be held responsible for orders seized by customs or other law enforcement. Gorilla Vapes is unaware of the current laws and regulations outside of the United States. The buyer will assume all risk associated with their international purchase.
Gorilla Vapes Return Policy
The Gorilla Vapes Return Policy is crafted to provide the customer with a means of resolving product issues. While we try very hard to address your concerns to the best of our ability, resolution does not always result in replacement.
If you have an issue with your order, please contact us using use the chat window at the bottom right of this page. Gorilla Vapes will take your issue into consideration and attempt to come to a fair resolution. You may also fill out our Contact Us page.
Many products in our industry are NOT covered by warranty either by the manufacturer or by Gorilla Vapes. These may include but are not limited to the following:
· Eliquid: Taste is subjective and subject to device, temperature, steeping methodology, etc.
· Hardware that was sealed by mfg and has been opened, with the exception of DOA products
· Hardware that was not sealed by mfg (and/or used) hardware, such as Drip Tips
· Replaceable Coils
· Rebuildable products (RDAs, RTAs, RBAs, etc.)
· Components included with a product (tank glass, o-rings, etc.)
· Batteries: due to the sensitive nature of this product, batteries are not warrantied for any reason, as manufacturer defect vs. consumer misuse is nearly impossible to ascertain.
Gorilla Vapes does not accept returns on e-liquid for any reason. If you have received a bottle of eliquid in the wrong flavor, nicotine level, or VG/PG ratio, please contact us within 7 days of receiving your item.
Please contact Gorilla Vapes Customer Service within the following specified time frames prior to returning any hardware product. Products received without first contacting customer service will be disregarded.
Due to the sensitive nature of the products used in our industry, Gorilla Vapes will only accept hardware returns for the following reasons:
· Exchange……………………… within 90 days from date of purchase
· Wrong Item Received… within 7 days of receiving product
· DOA Product……………… within 48 hours of receiving product
Be sure to include the original packing slip when you send it back to us. Please note that customer service may ask for pictures or other documentation on the product before approving the return. Sending pictures with your initial contact may expedite your claim.
Exchange – Unopened, unused items may be eligible for exchange in the form of store credit. Eligible products in unopened, unused condition may be returned at any time during the first 90 days. The items must be in new condition. Return shipping cost will be the responsibility of the customer. Items returned in unacceptable condition will be held without refund and returned to the sender at the sender’s expense. The cost of the initial shipping charge incurred by the customer during the original purchase is not eligible for refund or credit at any time.
Wrong Item Received – In the unlikely event that you should receive an item that is not what you ordered, customer service will issue a prepaid return label. This is sent to the email address on your account for you to print out and affix to your return package. Once the item is received and processed, the correct item will be shipped out to you. All wrong items must be returned unopened. If the item is opened, it will not be accepted for return.
DOA – DOA stands for “Dead On Arrival”. The definition of DOA is an item that is completely non-functional upon receipt or an item that does not function in a manner in which it can be used. Minor cosmetic damage exclusive to the product manufacturer, buttons that rattle, a USB port intended for firmware updates that does not charge batteries, or missing content from the sealed packaging are examples of, but are not limited to, conditions that do not constitute a DOA item.
Should you receive a DOA item, you must contact Gorilla Vapes customer service within 48 hours of receiving the product. A customer service representative will attempt to determine the status of your product through a series of questions and requests for photos. This is not an interrogation but simply a means of determining the problem with your product. Should your item be deemed DOA, we will issue a prepaid label to return the product. DOA returns must be returned in unused condition with no signs of wear and tear. Items returned that do not meet this criteria will be rejected. Once the item has been received and approved, a replacement item will be shipped out to you.
Checklist for Returning Your Item
· Before you can return an item for any reason, you must first contact customer service. Items returned without prior notice will be returned at the sender’s expense.
· Items for return must be properly packaged to prevent damage while in transit. We recommend using padded envelopes and bubble wrap. Improperly packaged or damaged-in-transit returns may be subject to rejection. In the case that we issue a return label for your product, you must use a Flat Rate Priority bubble mailer or the post office may not honor the postage. These may be available from your local post office and can be ordered and delivered to your home at no cost from www.usps.com.
· Please include the packing slip with your return to ensure the fastest processing once your package arrives. Please allow 2-5 business days after arrival at our facility for your return to be processed or longer if packing slip is not included.
· All original product parts, packing material, and instructions must be included with the product. Missing items may subject the return to rejection.
5. Unless an exception has been approved at the time you receive your return label, your return package must be postmarked within 48 hours of receiving your pre-paid return label.
Gorilla Vapes will only replace defective items with working items of the exact same model, of same or similar color based on available inventory. In the event that the item you are returning is out of stock and a suitable replacement is not available, a full refund for the amount of the item alone will be issued in the form of store credit.
In the case that your hardware is not covered by the manufacturer’s warranty policy and we believe it may be helpful, we may offer to troubleshoot your device in-house. Postage would be at the buyer’s expense and no guarantees are made on the result of these efforts. Return postage of your equipment is at our discretion.
Packages/Items Damaged in Transit
Should your package be damaged by the shipping carrier in transit to you, do not open it. Instead, please reject the delivery immediately by telling the carrier in person or by returning it to the Post Office immediately, and then contact us. This will clear you of any responsibility, however, this can only be done with unopened packages. If you have already opened it, please contact GorillaVapes customer service within 24 hours of receiving your package. Please include detailed pictures of the damage to the package. At that time, a customer service representative will determine what action should be taken.