Payment
Which payment methods do you accept?
We accept Visa and MasterCard. You can select your preferred payment method on the checkout page.
Why was my payment declined?
Payments may fail due to various reasons. Common causes include incorrect payment details or insufficient account balance. Occasionally, issues may arise on your bank’s side. Please double-check your information or get in touch with your bank for assistance.
How can I obtain an invoice?
You may request an invoice during checkout. We will send it to your email. You can also contact us via WhatsApp for further assistance.
Do you offer cash-on-delivery payment option?
Cash on delivery is not available. All orders must be paid online at checkout.
Is there an option to enter a discount code or gift card?
Discounts will be displayed on your cart page. You may place orders according to your needs.
Is payment secure?
Yes, we guarantee secure payments. We adopt encryption technology and certified payment solutions that comply with official security regulations.
How can I receive an order confirmation after making a payment?
You will receive an email with your full order details once payment is completed.
How can I request a refund?
If you need a refund, please contact our customer service and provide your order information. We will assist you in accordance with our return policy.
How can I view my order history after making a payment?
Log into your account and navigate to “My Account”. Here you can view your order history and shipping status.
Shipping
What’s the shipping policy?
UK – Local DPD Express &ndash；
Europe – UPS Express/ DPD Express/ DHL ExpressUPS
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.
Country
Shipping Method
Shipping Time
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
Other Countries
For destinations not listed above, you will need to complete customs clearance and pay applicable import duties upon parcel arrival. Please consult your local customs authority for specific tax rates. In some cases, your local customs may also request a business license (if applicable).
How are shipping costs calculated?
Shipping fees are calculated based on package weight, destination and selected shipping method. The exact cost will be shown at checkout.
What should I do if my package is lost or delayed?
If your parcel is lost or delivery is delayed, please contact our customer service. We will look into the issue and offer further assistance.
How can I track my order?
Log in to your account and enter “Order History” to track your shipment. You will also receive an email containing the tracking link.
Do I need to pay customs duties?
Generally, no customs duties are required. Duties may only apply for shipments to Canada and Denmark.
What is the estimated shipping time?
Stock preparation takes 1 to 5 days depending on the product, followed by 7 to 15 days for delivery.
Security
How is the website’s security arranged?
We adopt multiple measures to secure our website. Your data is fully encrypted to prevent unauthorized access. Firewalls are deployed to fend off potential threats, and we conduct regular system inspections to ensure stable operation.
How is my personal information protected?
We strictly abide by privacy regulations to protect your personal information. We will never share your data with any third parties. Your information is only used for order processing and customer support.
Is my payment information safe?
We adopt a secure payment system that complies with relevant regulations to fully protect your payment data.
How do I make a strong password?
A secure password should contain letters, numbers and special symbols. Avoid using easy-to-guess content such as your birthday. We also recommend updating your password regularly for better security.
How do I know if the website is real?
Please check the web address carefully to ensure it matches our official site. You may also look for the padlock icon next to the address, which indicates a secure connection.
How do I report something suspicious?
If you notice anything unusual, please contact our customer service immediately. We will investigate and take appropriate action.
Do you have something against fake emails or websites?
We have effective anti-phishing measures to protect you from fake websites and fraudulent emails.
Returns
I would like to change my ordered items. What should I do?
You may modify your order before 23:00 PDT (GMT-7) on the day of purchase. To make changes, please email us at info@vapemastery.com.
How do I return a product?
You can return items within 15 days upon receipt, in accordance with our 15-day return policy. The product must be kept in its original condition, unused and unmarked. All tags must remain attached, and the original packaging intact. You also need to provide your receipt or other valid proof of purchase.
To initiate a return, please email vapemastery@outlook.com. Once your return request is approved, we will send you a shipping label together with return guidelines. Please do not send items back without prior notice, as unauthorised returns will not be accepted. For any return-related enquiries, you may also reach us via the same email address.