Return Policy (Online Only):
>Most of our products have a 30 day warranty from the time you receive your shipment. If you wish to return an item, and your warranty has expired please contact us as we will troubleshoot the problem.
All original pieces to the merchandise you wish to return MUST be included or you will not be able to return the item.
PLEASE CONTACT US by email or phone before sending in your return! Failure to comply may result in your returned product being sent back to you.
Returns can be sent to:
Freedom Smoke USA
3805 W River Rd Ste. 151
Tucson AZ, 85741
Please make sure to include a copy of your invoice, and a note explaining the problem that explains the problem you are experiencing with your product, or the reason for the return.
There are items excluded from the 30 day warranty. There should be a warning on the products page of the hardware explaining that the product is not a warrantied item. If you have a question about a warranty on any of our hardware, please contact us.
>All e-juice or DIY flavors, PG/VG, Pure Nicotine, Unflavored Nicotine Juice, etc., CANNOT be returned for a refund, nor can they be exchanged. If you would like to exchange juice, please refer to the ECF forum though the following link: http://www.e-cigarette-forum.com/forum/freedom-smoke-usa/125149-swap-trade-thread.html (you will be sent to a topic on exchanging e-juices with others that with to exchange juice).
If you are having an issue with your e-juice such as a taste issue please contact us by phone, or email.
Opened Merchandise (Online Only):
>Unused opened merchandise can be returned for a refund after being tested to confirm that it has been unused. If open product is returned to us as used, you will be unable to receive a refund. However, it can be exchanged if found defective.
Canceled Orders (Online Only):
>An order that has been shipped cannot be cancelled. You will have to pay the return shipping cost to send your package back if you refuse your package.
>Once an e-juice has been blended it cannot be changed, or canceled.
Shipping & Delivery (Online Only):
-Do you ship to my country?
>Yes, we ship worldwide.
-Where do you ship from?
>We ship from our store base in Tucson, AZ.
-How much are you shipping cost?
>Shipping costs for Domestic mail is $7.05, and for International mail is $35.05. These prices are quoted from the USPS website. If you place a large order, you may be charged additional shipping fees.
-What shipping method do you use?
>Currently, we only use USPS.
-How long does shipping take?
>Orders are NOT shipped the same day that they are placed. The length of time it takes for shipping depends on what time you ordered is placed, how much you order, and where you live. USPS domestic priority mail can take anywhere from 2-5 days. International priority mail can take anywhere from 2 weeks to 3 months depending on customs.
Please understand that there are only estimated averages, and will not reflect the actual time frame for shipping. Other factors that need to be taken into consideration are holidays, and customs if you are located outside the United States. ANY orders placed after 5:00 PM Mountain Standard time will not be processed until the next business day at 8:00 AM Mountain
Standard time.
-I want to know about Express mail.
>Express mail is shipping through USPS Express Priority Mail. This is our fastest shipping method. USPS Express Priority mail can take anywhere from 1-2 days. You will need to get your order placed before 3:00 PM for your express mail to get onto the mail truck for delivery same day. THIS IS NOT OVERNIGHT MAIL.
-Do you offer overnight mail?
>Currently, we do not offer overnight mail. We only use USPS as our mail carrier, and they do not offer overnight mail.
-Why haven’t I received my package?
> Orders are NOT shipped the same day that they are placed. If you have not received an e-mail that your order was shipped, and your order status in your account has not changed to “Shipped”, please contact us. If your order has been shipped, and you still have not received your package, it may be due to one or more of the following reasons:
Customs in your country may be holding your package. Please check you’re tracking number. If they do not release your package after 1 week, we recommend contacting them.
If there is a holiday, you must expect a delay in delivery as all carriers will either be on vacation, or very busy with an influx of packages.
You may have given us incorrect shipping information. We are not responsible for lost packages due to incorrect shipping information provided to us.
Your local carrier may have delivered your package to the wrong address. Please check your tracking information, and contact the carrier as soon as possible to alert them of their error.
If you order does not fall into any of these reasons, please contact USPS. Otherwise, you should expect delays in receiving your package.
-What is my tracking number?
>You will receive your tracking number through email once your order has been shipped. You can also find your tracking number in you order details on our website in your account.
-Where can I track my package?
>You can track your package through the USPS website which is www.usps.com.
-Will I be charged a customs fee?
>We do not know the customs rules, and regulations for all countries. We advise that you contact your local postal office, and ask them the customs fees. We are not responsible for customs, duties, or taxes imposed by your country.
-How do I avoid customs fee?
>Keep in mind we do ship discreetly to our International addressees. However we do recommend contacting your local postal office, and ask them about the customs fee. Customs will usually charge fees based on the weight of the parcel, or the price of the items. We cannot be held responsible if anything should happen to your package(s) once it leaves our facility and is with the shipping company.
-Why is my package being sent back to you?
>If your package is being forwarded back to us, you may have entered the incorrect shipping address on your order. If you are ordering from outside the United States, your package may have been refused by customs. If you input the incorrect address on you order, you will need to repay the shipping cost to have your order reshipped with the correct address. We are not responsible for orders sent back with the incorrect address.
-When will I receive my package?
>We cannot give you an exact date of delivery as we are not hand delivering the package to you. The date you receive your package depends on the shipping time it takes to get to your state/country. Domestic mail can take 2-4 days. International mail can take 2 weeks to 3 months depending on customs. Please keep in mind that these are just an average estimate based on other packages we have shipped, and does not guarantee a date of delivery. If you still have not received your package after the estimated amount of days, please contact us.
-I need my order by [mm/dd/yy].
>If you need hardware, or e-juice in 3 days or less, we do not recommend making a purchase as we cannot guarantee that you will receive the item in time. If you are in a hurry to receive your package, please use the Express Mail as your shipping method, and let us know the latest date you can receive your package so that we can get the package out in a timely manner.
