Frequently Asked Questions (FAQ)

1. Do you ship to my location?

Currently, we ship to most European countries, North America, and Southeast Asia.

2. Where does my order ship from?

We maintain warehouses in Europe and the United States where we stock our products. If the item you ordered is temporarily out of stock, your parcel will be shipped from China.

3. How can I track my order?

Your shipping information will be available online approximately 2-3 working days after you place your order. We will send you a receipt email with a link to track your order once it has been shipped.

Please don't be concerned if the tracking information hasn't updated. Shipping delivery confirmation typically only updates when the package reaches a sorting facility, transit locations, or your local post office. There are no updates in between, and any delivery issues should be addressed with your local post office.

4. How long will my order take to arrive?

Shipping times can vary, but in most cases, orders generally take around 15 business days to arrive at your location.

5. What if my package is lost or undelivered?

Please carefully review your shipping address when placing an order. Errors in the shipping address can cause delivery delays or returned orders. We will not reship the order until the customer covers the cost of reshipment.

If your item is damaged, missing, or incorrect, you must contact us within 48 hours of the package's delivery.

6. What risks do I assume for delivery?

Please note that all duties, taxes, VAT, and any shipping service-related fees are not covered, and customers are responsible for these payments. We are not responsible for packages seized or stopped by authorities or any fees required for international duties.

Buyers must be aware of their country's importation laws. We are not responsible for items or packages stopped and/or seized by any appropriate jurisdiction and/or authority. For information on prohibited items, please contact your local government health agency.

7. What if the product I ordered is defective? Will I receive a refund?

Please review our Refund Policy to check if your situation qualifies for a refund.

8. How can I contact you?

We are here to assist you throughout the process. Please feel free to email us at support@iplayvape.com.