For information about our Age Verification process, please visit this page: https://eciggity.com/age-verification
Where are you located? / Where do you ship from?
Our packaging and shipping facility is located in Aiea, Hawaii. Please keep in consideration that we are on Hawaiian Standard Time which may be a great time zone difference from your location. This may impact the amount of time it takes for us to respond to your e-mails. Our online customer service hours are 11AM – 7PM HST Monday-Saturday, except for some holidays.
How long will it take for my package to arrive?
Please refer to our USPS Shipping Terms:
Can I cancel my order?
Orders may only be cancelled before they are ‘Shipped’ with no other exceptions. Store credit, payment void, or a refund will then be placed.
Do you have a number to call for customer service?
We do not have a live phone service for online help at the time due to limited staff. Our tiny support team is constantly multi-tasking so we cannot commit to answering all calls at any time. We are on Live Chat and reply to e-mails as promptly as possible during business hours.
My order was supposed to be delivered today, where is it?
There are regular delays with the U.S. Postal Service which is out of our control. It may take an additional 1-3 business days for your package to arrive. All dates for arrival are only estimates, unless it is Express 2-Day Mail. If your Express Mail package does not arrive on time, please e-mail us to receive compensation for the Money Back Guarantee shipping expense you paid for.
Can I make a change to an order I placed (ie. Deleting a product, adding, changing color/quantity)?
If your order has not yet been marked to ‘Shipped’ only then will it be possible for you to submit a change request. However, if you need to make a change to an order we will have to void the entire order, and you will need to place a new order with the correct adjustments. If you have an account with us, we will credit the account with the amount charged. If you do not have an account with us, we will void the pending transaction which will not be processed. This will delay the shipment of your package by at least 1 business day. Please e-mail ‘firstname.lastname@example.org’.
Why did I not receive an e-mail confirmation?
Not receiving an e-mail confirmation can mean one or both of two things:
There was a typo in the e-mail you entered when placing your order.
Your order was not processed meaning your card transaction was declined.
Do I get a tracking number?
Tracking numbers are always sent automatically to the assigned e-mails once your order is in pre-shipment.
How can I track the status of my package? What does this status mean?
We always recommend creating an account with us for your convenience so you may keep track of all of your orders and place new orders quickly.
"Awaiting Fulfillment" - Your order has been successfully placed and is waiting to be packed for shipping.
"Shipped" - The label for your order was printed and your tracking will update within 24 hours - 48 hours if on the weekend.
Is (X Product) authentic / a clone?
We promise we are an honest company with values and morals. Never would we knowingly advertise a clone as an authentic or vice versa. All sales of cloned products are defined boldly in the title of the name.
What countries do you ship to?
We currently ship to the U.S. (excluding Arkansas due to ACT 1453 effective July 21st 2015), Canada, United Kingdom, Ireland, Australia, and AP, APO, AE, FPO, etc. addresses.
When will you respond to my e-mail?
We are constantly answering e-mails regularly from 11AM - 7PM Hawaiian Standard Time, Monday through Saturday. We do not reply on some major holidays and do get backed up sometimes, but we WILL answer to your concerns/questions. Please allow Sunday as a rest day.
Why are there multiple pending charges on my credit/debit card when it was declined?
A billing address error is the #1 mistake received when cards are declined. The charge is a pre-authorized bank hold for the amount of the purchase that was declined. All orders are voided and the amounts will be lifted from pending once your bank receives information that those transactions have been declined on our side. This may take 3-7 business days depending on your bank. If you are declined multiple times, there will be multiple holds. For your convenience please make sure your billing address and/or CVV code is/are correct before submitting the payment.
*Please make sure you UN-CHECK the box after Step 2 when checking out to ship to a different address other than your billing address if you need to do so.*
Can I be sponsored or given products to make a review or something of the sort?
We are currently unopen to any sponsorship, affiliate programs, or donating products for reviews.
When will you ship out my replacement?
We ship out replacements 1-3 business days after we have received the product and inspected it. If no return is needed, the replacement product/part will ship within 2-3 business days. You will receive an e-mail notification with a tracking number once the package has shipped.
What do I do if my product is broken/defective or missing parts?
We accept Dead on Arrival defects within 48 hours of receiving your product. Please send photos/a video as information confirmation of the defective product and/or issue(s) with your invoice number to this e-mail address: Support@Eciggity.com