How do I cancel an order?
If you need to cancel an order, please contact us as soon as possible. We cannot cancel an order which has been shipped.
What is the return policy for online orders?
To be eligible for a refund or exchange for any product that you purchased from our online store at VanillaVape.ca, you must return the product to us within 7 days after the date you received your order. Proof of purchase is required for all online returns. Please contact us to obtain a return merchandise authorization number. Claims for refunds or exchanges submitted more than 7 days after the date you received your order will be denied.
In addition, to be eligible for a refund or an exchange, your purchased product must be returned to us unused, in its original packaging, and in the same condition that you received it in. The excise tax tag on the product must remain untouched for the return to be valid. Customers are responsible for the return shipping. Please ensure that you keep a record of the return shipment until you receive confirmation of your refund. Once we receive your returned item or items, we will process your return within 2 business days. For customers who received free shipping, the refunded amount will be the item cost amount less the initial cost to ship the item to you.
E-liquids, coils, and disposable vape devices are non-refundable due to their consumable nature.
If you received your order and it is missing items, or has incorrect items, please contact us so that we can issue a shipping return label to rectify this issue.
We do not offer refunds or exchanges on any products that are damaged during use or from your own handling.
Can I return e-liquids and coils?
E-liquids, coils, and disposable devices are non-returnable due to their consumable nature and limited life expectancy.
What is the return policy for in-store purchases?
All items purchased in store are final sale unless otherwise noted on your receipt. For warranty issues, please see our warranty policy.
Do your products come with a warranty?
At Vanilla Vape, we stand behind the quality of products. The following warranty policies apply to products purchased online or in-store.
Vanilla Vape provides a 24-hour dead-on arrival warranty for disposable devices and pre-filled pods. If your device doesn’t work upon first use or the pre-filled pods are leaking, contact us within 24 hours to obtain a return merchandise authorization number. Return the defective product within 7 days of receiving the product for a free replacement. It must be returned in the original packaging with the excise tax stamp. Customers are responsible for all shipping costs to and from Vanilla Vape for replacements. No returns will be processed without the original packaging and excise tax stamp. For disposable devices and pre-filled pods purchased in store, please return the product to the store within 24 hours for an exchange.
For any other warranty related inquiries, contact the manufacturer directly.
My package never arrived and I received a partial refund for my order?
We encourage all of our customers to provide accurate shipping information and to make necessary arrangements to receive their Vanilla Vape packages to avoid any additional charges.
A restocking fee of up to 90% of the original purchase price may apply to packages that are returned undelivered. The exact percentage of the restocking fee will be determined based on the specific circumstances of the return.