Returns & Warranty

We want nothing more than for our customers to feel they receive quality products and high quality service. After the receipt of your order, we offer a 14-day return policy on any DOA (dead on arrival) or unused items, factory sealed in the manufacturer's original packaging.

Please inspect and test all products upon receipt, the 14-day return window begins regardless of whether the products were opened or not.

Any manufacturer defects will be solved by our 30-day warranty.

Unfortunately consumables are always a final sale (e-juice, coils, tanks, accesories, drip tips, replacement parts, rebuildable supplies, etc).

Warranty

Our 30-day warranty begins the day the items are delivered. Customer assumes all cost in shipping items back to Queen City Vapes, and Queen City Vapes assumes all cost in shipping the item back to the customer. Shipping cost incurred is non-refundable/creditable.

Please note that STLTH warranties their devices directly. Warranty can be claimed only by email and cannot be claimed though any retailers. STLTH warranty policy can be found here. To submit a warranty claim, please visit https://stlthvape.com/pages/warranty-center.

What is not covered by our warranty:

• E-liquids, Disposable Vapes, Atomizers, Tanks, Rebuildable products, batteries, chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT covered.
• Failure or damage caused due to improper use or unauthorized repair
• Failure or damage as a result of excessive force such as dropping or abuse
• Failure or damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
• Damage or failure caused by improper use. This includes water damage, juice spillage, and fire damage.
• Leaky tanks are not covered under warranty
• Loss or damage due to missing components
• Stripped or damaged threads, crooked 510 connection (Atomizer not sitting flush)
• Damage to the finish (cosmetic issues), or scratches from a brushed finish.
• Rattling or sticky buttons
• Modifying a product in any way, automatically voids the warranty.
• Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
• Items outside of our warranty period

What is covered by our Warranty:

• LED screen issues
• Charging port issues
• Battery issues (turning off when firing, etc)
• Unit auto firing.
• Chip malfunctions

Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).

Please inspect and test all products upon receipt, the 14-day return window begins regardless of whether the products were opened or not.

Any manufacturer defects will be solved by our 30-day warranty.

Unfortunately consumables are always a final sale (e-juice, coils, tanks, accessories, drip tips, replacement parts, rebuildable supplies, etc).

Restocking Fee

Returns/exchanges will incur a 10% Restocking fee on items. This includes packages not signed for during delivery and returned to us by the shipping courier. We can only accept returns on manufacturer sealed items. If an item does not come sealed in it's original packaging, we are unable to accept a return for it. If payment was made by credit card or Visa debit, you will receive a refund to your card, minus the restocking fee. If payment was made by EMT (Email Money Transfer), refunds will be processed as a store credit in the form of a coupon code, redeemable on your next purchase. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no refund/credit will be given and the package will be returned to you at your expense.

Underage Purchases

Every package that we ship utilizes Age Verification service. This means that in order for the carrier to hand over the package, you must verify that you are of legal smoking age in your province, state, or country. (If you are in Canada and choose UPS, UPS requires you to be 19 regardless of where you order from). If the carrier cannot verify your age, they will ship the items back to us. Once the items return, final sale items (as outlined below) are non-refundable. Any items that are eligible for a refund will be done so minus a FIFTY PERCENT (50%) restocking fee, as well as any shipping charges incurred for shipping the items to you, and for the carrier to ship them back to us. This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.

Disposable Vapes

Disposable vapes are not covered under any warranty. They are always final sale and cannot be returned or exchanged. In the event your item arrives dead on arrival, you must inform us with a video including all original packaging within 24 hours of your package delivery time.

Wrong or Missing Order Items

If we make an error when fulfilling your order, please contact us within 48 hours of receiving your package to initiate a claim. A brief email to sales@queencityvapes.ca 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 14 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s).

Product Exchanges

Items that are DOA (Dead on Arrival) or still under warranty, are eligible for an exchange only. We will exchange the item with the exact same item, in the exact same colour. Exceptions may apply if the item is no longer being actively stocked.

We can not offer store credit or refunds on warranty exchanges.

Refunds and Store Credit

We are unable to issue refunds to any form of payment other than the original credit 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 coupon code for the value of the returned product(s) after receipt and inspection of returned merchandise.

The coupon code can be used as a discount on the checkout page and in-store.

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.

Non-Returnable & Final Sale Items

All clearance, final sale, or "as is" marked items are non-refundable and ineligible for returns, refunds, or exchanges.

We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mods that contain no electrical components, battery cells, replacement parts, disposable vapes, accessories and electronic cigarette liquids.

Our 14-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, 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.

Return Address

Please return your product(s) to us within 30 days.

Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Queen City Vapes is not responsible for loss or damage during transit.

Once your return is approved, a return address will be provided to you.