Question 1

When does my order ship?

Accepted Answer

Allow 1–2 business days for processing. Order by 11AM CT on a business day and it usually ships the same day from our U.S. warehouse — usually, not promised. After the cutoff, expect it to ship the next business day. You get tracking by email the moment the label prints.

Question 2

How much is shipping? When is it free?

Accepted Answer

US shipping is free on orders over $95. Below that it’s a flat $8.00 tracked rate. Every order also carries a $7.00 Adult Signature charge — federal law requires signature service on nicotine deliveries, and it shows as its own line at checkout even when shipping is free.

Question 3

Why is an adult signature required?

Accepted Answer

Federal law (PACT Act) requires carriers to collect an adult signature (21+) on delivery for vaping products. Plan to have someone 21+ available — carriers won’t leave the package at the door.

Question 4

Do you ship internationally or to PO boxes?

Accepted Answer

US only, and street addresses only — carriers can’t collect an adult signature at a PO box. APO/FPO addresses are also excluded under carrier nicotine rules.

Question 5

What is your refund policy?

Accepted Answer

Unopened, unused products in original packaging: full refund within 30 days of delivery. Once we receive the return, refunds process to your original payment method in 3–5 business days. Return shipping is on us if we made the error; otherwise it’s deducted from the refund.

Question 6

My device arrived dead or defective. Now what?

Accepted Answer

DOA devices are swapped free within 7 days of delivery — no return shipping needed for verified defects; we’ll send a replacement with your next order or standalone. Contact support with your order number and a short video of the issue.

Question 7

Can I return opened e-liquid or used devices?

Accepted Answer

No — for health and safety reasons, opened e-liquid, used devices and opened pouches can’t be returned or refunded. Flavor not for you? Tell support; we log it and can often credit points toward your next try.

Question 8

How does age verification work?

Accepted Answer

At checkout, AgeChecker verifies your name, address and date of birth against public records — most customers pass instantly with no documents. If it can’t verify automatically, you’ll be asked to upload a photo ID once. Then an adult 21+ signs at delivery.

Question 9

Why was my age check declined?

Accepted Answer

Usually a mismatch: the shipping name differs from the billing identity, a recent move, or a typo in the date of birth. Re-enter details exactly as they appear on your ID, or upload ID when prompted. Stuck? Support can re-trigger the check.

Question 10

Why can’t I see certain products?

Accepted Answer

Some states maintain a product directory — only products registered with the state may be sold there (currently AL, LA, MS, OK, UT in our system). When your state is selected, we automatically hide everything not on its list, so what you see is what we can legally ship you.

Question 11

You don’t ship to my state at all. Will that change?

Accepted Answer

A few states currently block consumer nicotine shipments entirely (ME, VT in our system). You can still browse, and you can join the waitlist on the age gate — if the rules change, we’ll email you. We add states back the day it’s legal to.

Question 12

I’m traveling. Can I change my state?

Accepted Answer

Yes — the state selector on the age gate (and in the footer) sets your catalog for the session. We geolocate a default, but you can change it anytime. Your order must ship to an address in the selected state.

Question 13

How do reward points work?

Accepted Answer

Big D Rewards is free: every $1 spent earns 2 points, and 100 points = $1 off at checkout. Same 2× rate for everyone — no tiers. Points appear after your order ships and are good for 365 days from the day they’re earned.

Question 14

Can I change or cancel my order?

Accepted Answer

We pack fast — you have roughly 30 minutes after placing an order to change or cancel it from your account page. Once it’s picked, we can’t stop it, but the 30-day return window has you covered.

Question 15

Where is my tracking number?

Accepted Answer

It’s emailed when the label prints (usually same day for 11AM CT orders) and lives on your account’s Orders tab — tap “Track package” on any in-transit order.

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