COVID-19 UPDATE and MODIFICATIONS
Our retail location is NOW OPEN MON-SAT 10:30AM- 8PM AND SUNDAY 12PM-5PM.
Maximum of 3 Customers allowed in our store at a time. Please stay 2m/6ft apart from other customers.
CURBSIDE PICKUP IS STILL AVAILABLE. Please choose this as your shipping option if you would like us to deliver your order to your vehicle. Please call 289-296-4020 when you arrive, and stay in your vehicle. Have your ID ready for verification, and we will gladly deliver your order to your car.
LOCKER PICKUP IS STILL AVAILABLE. Please choose this as your preferred shipping option on checkout if you would like to pick up your order from our secure lockers located in the front of our store.
- Choose the time window that you would like to pick up your package- (this is located in the Shipping option when you are checking out your cart).
- Our Secure Lockers are located at the front of our store.
- When you arrive- please press the doorbell and show your 19+ ID verification.
- We will give you a locker number and code.
Our lockers are sanitized between each customer to help combat the spread of COVID-19.
Phone assistance is available Monday-Saturday 11am-8pm and Sunday 12-5.
Please call 289-296-4020.
Email assistance is available daily at email@example.com
For our customers across the country, we are shipping orders Canada Wide on weekdays with FREE SHIPPING for orders over $50. .
- We cannot ship to P.O. Boxes.
- You must provide your 19+ ID and signature for your packages.
Phone assistance is available weekdays 11am-8pm EST. 289-296-4020
Email assistance is available daily at firstname.lastname@example.org
FOR SHIPPED PACKAGES- Our shipping times are unaffected, however courier Shipping times may be delayed due to the COVID-19 Pandemic. Please be assured that we are doing our best to ensure you get your packages in a timely manner.
We utilize Proof of Age Verification (19+, or age of majority for your province) on every order.
Every package that we ship will require to be age verified by the receiver in accordance with Canadian Law.
This means that only the person that ordered the package can sign for it, and they must provide proof of age.
If you are not home when a package delivery is attempted, the shipper will send the package to their nearest postal outlet to be picked up, they will verify your AGE. Only the person named in the Shipping fields can pick up the package. Shippers will NOT release the package to anyone else. If the shipper cannot verify your age, they will ship the items back to us.
Any shipping fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund. This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.
We do not ship to PO boxes.
We ship orders 5 days a week. Weekend orders go out Monday. Monday - Friday orders usually go out on the same day the are received.
In rare situations though, it may take up to 3 days to process and ship your order.
Pre-Order Items will be shipped out as soon as they arrive to our store.
Tracking numbers are automatically generated when we print your shipping label during order processing. An email containing the tracking number is sent to the email address you provided during checkout. Please check your email's "spam" folders if you did not receive a tracking number.
You may also find & view all tracking information directly by logging in to "My Account".
FREE SHIPPING ON ORDERS OVER $50 In Canada- with PRIOR Age Verification due to COVID-19.
Due to unscrupulous scammers- we will not fulfill orders that are billed to an address and then sent to a different address i.e. Drop Shipping Companies- and yes, we do check ip addresses and physical addresses of suspect orders. If you place an order with us, we will cancel it. If you have a legitimate reason for a parcel to be drop shipped, please contact email@example.com for authorization.
We will not ship to PO Boxes due to age verification restrictions.
Every package shipped is insured up to $100.00
FREE IN-STORE PICK UP (IS TEMPORARILY SUSPENDED)
We will gladly prepare your order for you before you arrive at no charge.
**If you choose the pick-up option by accident on an order that you need to have mailed out to you, you will be contacted, and shipping charges will be added to your bill. You may experience a delay in shipping as we will not ship your order out to you until we have authorization to charge you for shipping costs.
RETURNS, WARRANTIES and EXCHANGES
Kick Ash Vapes strives to make your vaping experience enjoyable. That includes helping you should you have and issue with a product you have purchased.
We offer a 30-day Warranty on any DOA (dead on arrival) items.
We offer a 30-day Exchange policy on unused items, factory sealed in the manufacturer's original packaging.
All items must be accompanied by a physical copy of the receipt.
These terms apply to purchases made in-store and online.
Unfortunately, consumables such as e-liquid, coils, tanks, accessories, drip tips, replacement parts, rebuildable supplies, etc. are always final sale due to health and safety reasons.
Final SALE and CLEARANCE items are non returnable.
If you have an issue with your product after the 30-day return period ends, please contact us immediately. We aim to provide you with as much assistance as possible, and will work with you on a case by case basis should the need arise.
Our 30-day warranty begins the day the items are delivered. Return Shipping costs are to be covered by the customer. If the product is covered under warranty we will cover the return shipping costs.
What is not covered by our warranty?
Our 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.
E-liquids, Atomizers, Tanks, Rebuildable products, batteries, chargers, mechanical mods, drip tips, coils or any other accessories on the device itself are NOT covered.
Damage or abuse from Dropping or Excessive force.
Leaky tanks are not covered
Loss or damage due to missing parts
Rattling or sticky buttons
Failure or damage caused due to improper use or repair (modifying a product in any way, automatically voids your warranty).
Failure or damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
Stripped or damaged threads, crooked 510 connection (Atomizer not sitting flush)
Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
What is covered by our Warranty?
LED screen issues
Auto Firing Issues
Charging port issues and/or
Battery issues (turning off when firing, etc).
To return an item to us under Warranty please contact us for an RMA Number at firstname.lastname@example.org before sending your package. Items returned without an RMA approval will not be considered.
WRONG OR MISSING ORDER ITEM(S)
Please contact us immediately at email@example.com if you have any issues with your order. We will be glad to review your order and make sure to correct any mistakes as quickly as possible.
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 payment method used to make your purchase for the full dollar amount of the product(s).
After you receive an RMA number, please return your product(s) to us within 30 days. Be sure to include your RMA # and Approval email.
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. Kick Ash Vapes Ltd. is not responsible for loss or damage during transit.
Mail Packages to:
Kick Ash Vapes
6925 Lundy's Lane
Niagara Falls, ON