Order Status

• Which days do you ship?
  • Monday - Friday | 9AM - 4PM Pacific Standard Time
• When will my order ship?
  • Once the order has been paid for in full, it is processed by the shipping department. The shipping department does a quality control analysis on all products prior to finalizing all package transfers to the appropriate shipping facilitator. Please allow 24-48 hours for the order to be processed, fulfilled and shipped.
• Has my order shipped?
  • All customers will receive an email once their order has been shipped.
    Customers may also check the status of their order by logging into their account.
    For any further questions, please contact customer service or your account manager via telephone (1-855-440-8273) or through email correspondence to info@xlvape.com.
• Can I change quantities on my order?
  • Requests to change the quantity on an order will be accepted if the order has not been fully prepared for transfer to the shipping facilitator. If the quantity of a product needs to be modified, please contact customer service or your account manager promptly after placing your order. Any changes may delay your shipment.
• Can I cancel an item?
  • Requests for particular item cancellations within your order will be accepted if the order has not been fully prepared for transfer to the shipping facilitator. If an item on your order requires cancellation, you will need to contact your account manager or customer service promptly after placing your order. Any item cancellations may delay your shipment.

My Account

• How do I create an account?
  • To create an account online, please click here: Sign In / Register page. If you need assistance or have any questions, please contact customer service at 1(855) 440-8273 for an agent to assist you through the process of registering for an account. All email correspondence should be directed to info@xlvape.com. Please include your full name, company name, the best telephone number to reach you at and any other applicable information.
• How do I edit my account information?
  • You may edit your account information by logging into your account. Once you are logged in, select the "My Account" drop down menu to locate "Account Information." At this point, you will be able to edit your account information.
  • If you have any questions, concerns or are encountering any difficulties, please contact your account manager or customer service at 1(855) 440-8273, and/or send an email to info@xlvape.com with a detailed message describing the particular issues you are experiencing.
• I forgot my password
  • If you have forgotten your account password, select the "Forgot My Password" button on the Login Page. There you will be able to submit the email address associated with your account. You will subsequently be sent an email from XL VAPE with a link to reset your password.
  • If you are unable to proceed, contact your account manager or customer service at 1(855) 440-8273, and/or send an email to info@xlvape.com. We will be able to supply you with a temporary password. Once your account has been accessed, you will be able to reset your password.

Pricing and Billing

• Payment choices
  • International - Wire Transfers
  • Domestic - Credit Card, Check, Behalf, Cash on Delivery, Check on Delivery, Direct Deposit, Wire Transfer
• Do I have to pay sales tax?
  • There is no sales tax on orders. However, depending on your state, country or region, you may be charged a tariff tax on vape hardware and/or be subject to the California State Tobacco Tax.
• When will my credit card be charged?
  • You credit card can only be charged once your account manager or a customer service representative receives verbal or written permission to charge the credit card on file or one that was specifically provided for the order.
• When will my credit or refund appear back on my account?
  • Depending on the financial institution used to carry out the transaction, a credit or refund may take up to 5-7 business days.
• How can I get another copy of my receipt or invoice?
  • Once an order has been placed, a copy of the order invoice will be automatically sent directly to the email associated with your account. If the invoice cannot be located, you may call your account manager or customer service at 1(855) 440-8273 and a copy of the invoice will be provided for you.
  • You may also send an email to info@xlvape.com requesting a copy of any invoice on your account by providing the email associated with the account, specific order numbers and/or dates the orders were placed.
• Inquiries regarding charges
  • All inquiries regarding any charges to your account should be directed to your account manager or customer service at 1(855) 440-8273 or info@xlvape.com

Return Guidelines

• Return Policy (Same for International)
• 90-Day E-Juice Exchange Policy
  • If you purchase any e-liquid from XL Vape and they are not selling, you may exchange any unopened e-liquid bottles within 90 days from which they were purchased. A return request may be submitted to your account manager or customer service at 1(855) 440-8273 or info@xlvape.com
  • For more information go to XL Vape Member benefits
• Return Policy For Defective Items Domestic and International Customers
  • You may submit your inquiry to your account manager or customer service at 1(855) 440-8273 or info@xlvape.com
• How do I return my product(s)?
  • You must submit 1-2 photos of the product to your account manager or to info@xlvape.com with a brief description of the error(s) occurring with the product.
  • Product must have a manufacturing defect to receive a return label for the defective product. Once the product is sent back and received by our the XL VAPE Technical Support Team, you will be issued a replacement or credit.

Support

• Do we ship to your country?
  • Please check our Distributor Locator for your nearest location. You may also contact your account manager or customer service at 1(855) 440-8273 or info@xlvape.com
• Was there a problem with a product that was received?
  • If you have any concerns regarding any of the products you have ordered, please contact your account manager or customer service at 1(855) 440-8273 or info@xlvape.com. Please be prepared to provide any or all details you have been able to observe in relation to issue(s) you are experiencing with the product.
• Missing items from my order
  • Please contact your account manager or customer service at 1(855) 440-8273 or info@xlvape.com. We will request that you provide 1-2 photo references of the products and boxes the shipment was delivered in, so that we may be able to further investigate the circumstances.
• My product is missing parts
  • Please contact your account manager or customer service at 1(855) 440-8273 or info@xlvape.com. We will request that you provide 1-2 photo references of how the product was received, so we may further assist you.
• I received the wrong item(s)
  • Please contact your account manager or customer service at 1(855) 440-8273 or info@xlvape.com. We will request that you provide 1-2 photo references of the products and boxes the shipment was delivered in, so that we may be able to further investigate the circumstances.
• XL Contact Information
  • XL Vape Distribution, LLC.
    1506 West 228th Street
    Torrance, CA 90501
    United States
    1(855) 440-8273
    info@xlvape.com