Are e-cigarettes legal in my country?
You can check the legal status of e-cigarettes in your country by checking at the following link - E-Cigarette Laws Worldwide
Can I still buy if e-cigarettes are outlawed in my country?
What shipping options do I have?
We ship worldwide to over 90 destinations. For all international orders (meaning outside of Malaysia), as at 1st December 2018, we only provide our International Premium Shipping with DHL backed by our International Shipping Guarantee. If your parcel is not delivered, we will refund you 100% of your order value no questions asked. This guarantee is available for international customers and our service will ensure that your package has detailed tracking information from the moment it leaves our warehouse right to your doorstep.
Shipping time is 5-10 business (working) days depending on country. 99% of parcels arrive within one week.
As a guideline for reference:
USA/Canada: No issue for parcels to arrive within one week.
UK: Duties may be imposed for orders if identified and charged by customs
France: Bonjour! No issue for parcels to arrive within one week.
Belgium: No issue for parcels to arrive within one week.
Germany: No issue for parcels to arrive within one week.
Italy: Small chances (~10%) of customs seizure.
Other European countries: No issue for parcels to arrive within one week.
Australia: No issue for parcels to arrive within one week.
Singapore: No issue for parcels to arrive in 4 days.
Japan: No issue for parcels to arrive in 4 days.
Other Asia Pacific countries: No issue for parcels to arrive within one week.
MIDDLE EAST & UAE
Bahrain: No issue for parcels to arrive within one week.
Saudi Arabia: Use a Shop & Ship account by Aramex for safer method.
Other Middle East & UAE: Use your Shop & Ship account by Aramex for safer method.
What are the shipping prices ?
Prices for express shipping depends on your location and the weight of your package. Maximum weight is 2kg (i.e 20 bottles).
Generally speaking, the shipping price ranges from USD20 to USD25 per shipment. We recommend you order a minimum of 6 bottles to maximise your order value per shipment. Better yet, just order above the qualifying threshold and be eligible for free shipping!
To find our your shipping price, add some products to your cart and you will be able to see the final shipping price before checkout.
Where is my tracking number?
Once your order is prepared for shipment you will receive a shipping confirmation email notifying you that your order has shipped. This email will also contain your tracking number and a link to the DHL website for you to inquire the tracking status of your package whenever you desire.
Help! I made a mistake on my order!
Unfortunately we cannot make changes to an order after the credit card has been charged or PayPal has confirmed the payment. Please make sure to double check your order before completing the purchase.
My order status says, "Unfulfilled". What does this mean?
Unfulfilled means that we haven't shipped your order yet. This does not reflect payment status or inventory. Once your order has shipped the order status will show as fulfilled.
Domestic Shipping (Within Malaysia)
No stress la!
All packages shipped within Malaysia is free with a minimum order of 4 bottles. We use expedited shipping via PosLaju to ship your package. Estimated shipping times is 1 to 3 working days to addresses in West Malaysia and 3 to 5 working days to addresses in East Malaysia. You will receive a tracking number upon fulfilment of your order and a link to check the status of your package.
I received an email from customer service asking me to verify that I placed the order. Why is this?
Due to the high volume of fraudulent orders, we have started asking customers who's orders have been flagged by our risk finder application to verify they aren't using a stolen credit card to complete the purchase. We are doing this to help protect our customers from possible fraudulent activities. We are also no longer allowing orders that are placed through a web proxy to be fulfilled without verification. If you have any questions or concerns regarding fraud or web proxy's, please email customer service at email@example.com.
What if I want to make a large order?
If you would like to make a large order of more than 20 bottles, we recommend that you place several smaller orders (i.e 10 each) in separate shipments across 2-3 days. This will assist in smoother processing by your country’s customs. In any case, you may contact us at firstname.lastname@example.org to enquire further on processing larger orders and we will guide you accordingly.
Can I exchange/return a product if I don't like it?
For your piece of mind, our return policy lasts 30 days from the date of shipment. If 30 days have gone by since your shipment, unfortunately, we can’t offer you a refund or exchange for any reason. We only accept returns for a product if it is defective or as a result of our mistake (i.e we shipped you the wrong product). In the event that the mistake is ours, we will gladly pay for the return shipping fees. To be eligible for a return, your item must be brand new meaning it is unused and in the same condition that you received it. No refunds or exchanges for products that are opened, tampered or used by you. Get in touch via FB messenger or email us at email@example.com. Please have your order number ready.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment which takes about 5-10 business days. In our experience a refund will take around 5-10 business days for your bank to process your refund request.