Frequently Asked Questions.
Payment
Which payment methods do you accept?
We accept different ways to pay. You can pay with a credit card, debit card, or with cryptocurrency. On the payment page, you can see which options there are.
Why was my payment declined?
A payment can fail for different reasons. Maybe you entered wrong details, or there is not enough money in your account. Sometimes there is also a problem with the bank. Check your details carefully or contact your bank.
How can I obtain an invoice?
You can ask for an invoice during checkout. We will send it to your email address.
Do you offer cash-on-delivery payment option?
No, we do not offer cash-on-delivery. You must pay online when you place an order.
Is there an option to enter a discount code or gift card?
Yes, if you have a discount code or gift card, you can enter it on the payment page. Then you get a discount.
Is payment secure?
Yes, we make sure that paying is safe. We use encryption and secure payment methods. These are approved by safe payment rules.
How can I receive an order confirmation after making a payment?
After a successful payment, you will get an email. It shows what you have ordered.
How can I request a refund?
Do you want your money back? Then contact our customer service. Give your order details. We will help you based on our return policy.
How can I view my order history after making a payment?
Log in to your account. Go to “My Account.” There you can see what you bought and if it has been sent.
Shipping
What's the shipping policy?
Free shipping in the US and Australia.
Countries that we can ship with DDP (Delivery duty paid) Method, it doesn’t request you do customs clearance and no duties for you.
- USA – UPS Express (except Alaska and Hawaii)
- UK – Local DPD Express
- Europe – UPS Express/ DPD Express/ DHL Express
Country lists of Europe DDP Method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
Shipments to European countries except UK will be cleared in Germany and shipped to other European countries from Germany.
- UAE (Dubai only)
- South Africa
- Vietnam
- West Malaysia（expcet Kalimantan Island）
Country | Shipping Method | Shipping Time |
USA | Local UPS Ground | 10~15 Days |
UK | Local DPD Express | 7~12 Days |
Germany | UPS/DPD/DHL Germany | 8~15 Days |
France | UPS/DPD/DHL Germany | 10~15 Days |
Belgium | UPS/DPD/DHL Germany | 10~15 Days |
Luxembourg | UPS/DPD/DHL Germany | 10~15 Days |
Netherlands | UPS/DPD/DHL Germany | 10~15 Days |
Czech Republic | UPS/DPD/DHL Germany | 10~15 Days |
Poland | UPS/DPD/DHL Germany | 10~15 Days |
Croatia | UPS/DPD/DHL Germany | 10~15 Days |
Slovakia | UPS/DPD/DHL Germany | 10~15 Days |
Slovenia | UPS/DPD/DHL Germany | 10~15 Days |
Finland | UPS/DPD/DHL Germany | 10~15 Days |
Denmark | UPS/DPD/DHL Germany | 10~15 Days |
Sweden | UPS/DPD/DHL Germany | 10~15 Days |
Austria | UPS/DPD/DHL Germany | 10~15 Days |
Italy | UPS/DPD/DHL Germany | 10~15 Days |
Hungary | UPS/DPD/DHL Germany | 10~15 Days |
Lithuania | UPS/DPD/DHL Germany | 10~15 Days |
Estonia | UPS/DPD/DHL Germany | 10~15 Days |
Latvia | UPS/DPD/DHL Germany | 10~15 Days |
Greece | UPS/DPD/DHL Germany | 10~15 Days |
Ireland | UPS/DPD/DHL Germany | 10~15 Days |
Portugal | UPS/DPD/DHL Germany | 10~15 Days |
Spain | UPS/DPD/DHL Germany | 10~15 Days |
UAE (Dubai only) | Dubai dedicated line | 12~18 Days |
South Africa | South Africa dedicated line | 15~25 Days |
Vietnam | Vietnam dedicated line | 3~5 Days |
West Malaysia | Malaysia dedicated line | 4~8 Days |
Other countries
Except these countries list above, you need to do customs clearance and pay duties when package arrived to your customs, regarding to how much tax you need to pay, please inquiry local customs for details.
Your customs may require you to provide business license too. (if any)
Is free shipping available?
Yes, we offer free shipping in the United States and Australia.
How are shipping costs calculated?
The shipping costs depend on the weight of the package, where it needs to go, and which shipping method you choose. You see the cost during checkout.
What should I do if my package is lost or delayed?
If your package is lost or takes a long time to arrive, please contact our customer service. We will check what is going on and help you further.
How can I track my order?
You can track your order by logging into your account. Then go to “Order History.” You will also get an email with a link to track your order.
Do I need to pay customs duties?
You usually do not need to pay customs duties. Only in Canada and Denmark, this might happen.
What is the estimated shipping time?
Depending on the product, the stocking time is 1-5 days and the shipping time is 7-15 days.
Security
How is the website's security arranged?
We use several ways to keep the website safe. We encrypt your data so others cannot read it. We also use firewalls to block danger. We check regularly if everything still works well.
How is my personal information protected?
We follow clear rules to protect your information. We do not give your data to other people or companies. We only use your data to handle orders and help you if you have questions.
Is my payment information safe?
Yes, we use a safe payment system. This system follows rules that make sure your payment data is well protected.
How do I make a strong password?
A strong password has letters, numbers, and special signs. Do not use easy things like your birthday. Change your password sometimes to make it even safer.
How do I know if the website is real?
Look carefully at the web address. It must be the same as the official website. Also check if there is a lock in front of the address. That means the website is safe.
How do I report something suspicious?
Do you see something strange or does something not seem right? Then contact our customer service right away. We will look at it and do what is needed.
Do you have something against fake emails or websites?
Yes, we have ways to stop phishing. This protects you from fake websites and false emails.
Returns
I would like to change my ordered items. What should I do?
You can amend your order on or before 11:00 pm (PDT -7 GMT) on the same day the order was placed. Please contact us at vaportide@outlook.com to request changes.
How do I return a product?
You may return a product within 15 days after receiving it. This is our 15-day return policy.
The product must look like when you got it. It must not be worn or used. The tags must still be on it. It must also be in the original package. You also need the receipt or other proof of purchase.
Do you want to return something? Then send an email to vaportide@outlook.com. If we accept your return, we will give you a shipping label and instructions on how and where to send the package. Do not send products back without first contacting us. We will not accept them.
Do you have questions about returning? Then feel free to send an email to vaportide@outlook.com