A product is considered DOA if it doesn’t work the moment you take it out of the box. If you reviewed the product manual, carefully followed the manufacturer’s instructions, and your item is DOA or not working as intended:
- Please use our “Contact” page to send us an email within (7) business days of receiving your order.
- Mention your order number & name.
- Tell us about the problem(s) you’re experiencing with your product.
- What steps (if any) you’ve taken to troubleshoot and any details you think might be important.
- We’ll contact you within a day or two (if it’s a weekend or holiday) to help troubleshoot the problem. Sometimes it’s a quick or simple fix!
- If we can’t figure out what’s wrong with your item don’t worry, we’ll replace it with an identical item shipped at our expense.
Please note: We test all DOA product returns. We reserve the right to impose a 15% restocking fee if the condition of the product is misrepresented by the customer.
What if there was an error or mistake with your order?
Wrong or Missing Order Item Claims: If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. A brief email to firstname.lastname@example.org alerting us of an error is the quickest way of initiating claims. We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience.
Incorrectly received items must be returned to us. We provide you with a prepaid return label via email to send back the product(s) free of charge. If we do not receive the item(s) within 30 days we reserve the right to charge the original card used to make your purchase for the full dollar amount of the product(s).
Contact us via email within two (2) business days of receiving your order.
Mention your order number, name, any missing/damaged in transit items, other details you think might be important.
Don’t throw away any receipt or packaging.
Give us a day or two (if it’s a weekend or holiday) to reply back. We promise we’re not avoiding you!
For our records, we might need some more details from you, especially if something was damaged in transit.
Costs of re-shipping associated with order mistakes/errors are on us. It wouldn’t be fair to charge you for a mistake we’ve made!
At our discretion, we re-ship packages using USPS Priority Mail or USPS First Class Mail.
Non-returnable & Final Sale Items:
All clearance, final sale, or "as is" marked items are nonrefundable and ineligible for returns, refunds, or exchanges.
We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), battery cells, and electronic cigarette liquids.
Our 30-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical. We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
How to return your item(s):
To initiate a return or exchange you must obtain a Return Merchandise Authorization (RMA) number. To obtain an RMA number, please contact customer service with your order number and the reason for your request.
For assistance contact customer service at:
After you receive an RMA number, please return your product(s) to us within 30 days. Include all relevant information regarding your return, such as your order number, name, address, and the reason for returning the product(s).
Put a copy of your receipt into your return package. If you’ve misplaced it, you can find a copy in your email or order history under “My Account” if you made one during checkout.
Pack all merchandise safely to prevent damage to product(s) during transit. We strongly recommend using shipping method with tracking and insurance. Origin Vape, LLC. is not responsible for loss or damage during transit.
Please send returns to:
Origin Vape RMA #(your order number)
55 Payson Avenue, #4H
New York, NY 10034
You are responsible for the shipping costs of returning product(s) (unless your item was DOA or we’ve made a mistake when fulfilling your order).
When returning a product, we recommend that you:
(1) use a shipping carrier that offers shipment tracking
(2) insure your package for safe return to us so you are completely protected if the shipment is lost or damaged in transit
If you choose not use tracking and insurance when returning your items, you will be responsible for any loss or damage to the product during shipping.
Please note: the United States Postal Service (USPS) offers limited tracking capabilities and there is a 30-calendar-day waiting period before the USPS will initiate a trace on missing/lost packages.
Please allow up to 7 business days for us to process your return/exchange.
Refunds & Store Credit:
We are unable to issue refunds to any form of payment other than the original credit/debit card used to make your purchase.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Where applicable, we issue store credit in the form of a coupon code for the value of the returned product(s) after receipt and inspection of returned merchandise.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
Please note: we cannot process return or refund requests without proof of purchase.
When and how will your refund arrive?
Refunds on returned items will only be issued in the same payment form as tendered at the time of purchase.
Once we receive the product and inspect it we will credit your account or contact you if we find any issues with your returned item(s).
Please allow 7-10 business days for a credit to appear on your statement.
Manufacturer's Warranty Information:
For details, terms, and conditions regarding manufacturer warranties, please review any and all warranty cards packaged with the product(s), or contact the manufacturer directly with any questions before making a purchase.
Disclaimer of warranties:
Origin Vape, LLC is an independent, third-party retailer of third-party products.
Origin Vape, LLC is not the manufacturer of any of the products sold or found on Originvape.com. Any warranties offered with the products purchased through Originvape.com are solely provided by the manufacturer, not Origin Vape, LLC.
Third-party products are sold “AS IS” by Origin Vape, LLC, but may be accompanied by their manufacturers’ standard or limited warranties. “AS IS” products are sold by Originvape.com as is, where is, and with all faults, and without express or implied warranties from and/or by Origin Vape, LLC. If you have questions about any manufacturer warranties that accompany such products, please contact the manufacturer directly.