Shipping and Returns

Shipping & Returns

 

Shipping


In order to serve our customers best, we work diligently and efficiently to make sure that each order gets there when it’s needed. This means that orders will be shipped from our warehouse within 48 Hours or Less. For overnight and second-day orders placed Monday through Friday before 3:00 PM EST, we will ship orders out the same day.

When will my order be shipped?

There is a 48 Hour processing time for all orders regardless of their shipping method. However, we strive to ship orders out as quickly as possible. Orders Received & Paid before 2:00 PM EST Are Shipped Same Day - Applies only to Ground Shipping We process orders from 8:30AM - 7PM EST on weekdays and 11AM - 5PM EST on Saturdays & Sundays. We do not process orders on major U.S holidays. 

Our daily shipping cutoff time is 4PM EST . If you receive a tracking number after our cutoff time, then your order was prepared but may not have left our facility. 

Where do you ship to?

We ship to all 50 States We do not ship to Canada, FEDEX ® does not ship to PO BOXES or military addresses. All orders are shipped from Bensenville IL, 60108. 

Please note: Orders of $1500 are shipped with signature confirmation (Someone must be available to sign for the package). 

Estimated Transit Times

FEDEX Ground [:registered:] 2-5 business days* in transit ( See Chart Below ) FEDEX 2DAY ® 2 business days* in transit (Notify us If you want Saturday Delivery, Please mention Saturday Delivery in comments during checkout) FEDEX Standard Overnight ® 1 business day* in transit (Notify us If you want Saturday Delivery, Please mention Saturday Delivery in comments during checkout) USPS Priority Mail 2-3 Business Days 

*These estimated transit times refer to the time it takes the package to reach it's destination once it has been shipped. They do not include our processing time. 

Late Shipments

We do not guarantee transit times and shipping fees are nonrefundable through us. However, the shipping methods listed are guaranteed directly through the shipping carrier with certain exceptions. These exceptions are usually weather delays and failed delivery attempts. For more information, please contact the carrier directly. If you feel your shipment was late due to a service failure, a claim can be filed by contacting the shipping carrier: 

FEDEX ® : All shipping methods guaranteed* Call 1-800-463-3339 (1-800-GoFedEx) to file a claim Email: http://www.fedex.com/

Order Tracking


Once your order has been shipped, the tracking number will be sent to the email address registered to your account. This information can also be viewed when logged into your account in the "my account" page or by clicking here.

Incomplete or Incorrect Address Submissions

Please review your shipping address carefully when placing an order. Errors in the shipping address will cause delays in transit times or returned orders. We will not reship the order until it is returned to us by the courier and the customer has paid for the cost to reship the order. 

How are replacement parts shipped?

ALL replacement shipments and warranty shipments are shipped using USPS First Class Mail. 

Drop Ship Products ?

In an effort to offer an unmatched selection of high quality products, we have created a drop shipping program to continue adding new products that we cannot stock in our warehouse. Drop shipping is a service provided by a select number of vendors. Drop shippers may not have access to all shipping methods, and therefore may use a comparable service to what you have selected.

Drop shippers are excluded from the same day shipping policy. Drop shipped products can take 24-48 hours to process after payment is completed. If you have a questions about an order containing drop shipped products, or if an order arrived damaged or incorrect, please email info@clevelandvape.com with the follow information:

  • Your order number in the subject line. This can be found in you account or on the packing slip provided with the order.
  • A brief description of the problem.
  • If a product arrived incorrect or damaged, please send images of the product for our record.

Upon Receiving your complaint about drop shipped product, we will communicate to the vendor that shipped your order to get it corrected as quickly as possible. Not all drop shippers are product manufacturers, please do not attempt to contact a manufacturer directly with a question or concern about a drop shipped product.

Returns


Defective items may be returned with-in 7 days of the delivery date as indicated by your tracking information. 7 day warranties exist on manufacturing defects ONLY. Usage based defects are issues caused by mistreatment and/or misuse of products. For any returns after 7 days, you will have to contact the product manufacturer for your return or replacement.

All Returns must include Full Original Packaging, Accessories, and Documents.

Items damaged by miss-use or improper care are not covered by our warranty policy.

The following examples are NOT included in the warranty. Usage based defects include, but are not limited to

  • Batteries that have dropped,Batteries that have separated.
  • Wires becoming exposed.
  • Batteries that break inside a pocket, purse, or bag.
  • Batteries that have been exposed to water.
  • Bent atomizers.
  • Damage to products due to user negligence.


We have a No Return Policy for E-Liquids and Coils. All sales on E-liquids are final without exception; With e-liquids, taste is subjective, therefore e-liquids that have been opened and/or used can not be exchanged for another flavor or returned.

All Returns must include all Original Packaging, Accessories, and Documents.

Return shipping is the responsibility of the customer, unless the incorrect product is sent by error of clevelandvape.com.

Upon receipt of a return, our Returns Department will inspect and test every product. If found defective, we will issue a store credit or replacement depending on the requested resolution of the customer. If a replacement device is not available, clevelandvape.com reserves the right to issue a credit.

Returns must include everything that came with the product. This includes starter kits and bundled products. We must also have the original packaging returned to us.

All returns are subject to case by case exceptions. Please contact us if you are having a problem with a product purchased from clevelandvape.com and we will do our best to assist you.