Unopened returns: We accept returns of unopened products within 15 days of receipt.
Return/Replacement Process: If you would like to return your order or obtain a replacement product for any reason outlined below, please follow the steps below:
1. Contact us by phone at 1-844-746-8973 or email us at firstname.lastname@example.org
2. Please be prepared to provide details such as:
a. The nature of your request (e.g. did your delivery contain incorrect, damaged, or defective products?).
b. Your order number or an email address or phone number associated with your account so that we can locate your purchase.
c. The product batch/serial number (if available).
3. If a delivery contains an incorrect, damaged or defective product, you will be asked to return the faulty device for review. After review, if the device is determined to be faulty, we will issue a full refund or replacement product. You may also be offered the option of having a replacement product sent to you immediately, conditional on your agreement to return your incorrect, damaged or defective product upon receipt of the replacement product. Failure to return a replacement product within 21 days of receipt of the replacement product may result in a charge to your payment method for the amount of the replacement device.
Unless you choose otherwise, orders are shipped via Canada Post within 3-5 days. All parcels will require a signature from the courier. Please ensure that you have a valid government-issued ID to present upon delivery, to confirm that you are an adult who has reached the legal age to purchase vaping products.
You can see the estimated delivery date for your order online through our website. You will receive an email confirmation once your order has been shipped. If you have not received your order within 10 business days of the estimated delivery date, please get in touch with customer service by phone at 1-844-746-8973 or email us at email@example.com.
Please inspect your delivery within 5 days of receipt to make sure that you received what you ordered in good condition.
If your delivery arrives damaged, please contact us immediately to arrange a return. We reserve the right to inspect the product and determine whether or not we consider the item to be damaged. If we confirm that it is damaged, you will receive a full refund or replacement.
If your delivery does not contain all of the items you ordered, or if it contains different items from the ones your ordered, please let us know immediately so that we can resolve the situation.
If your item is defective in any way, please contact us immediately to arrange a replacement. The following chart outlines our return policy on the product categories identified below:
Return/Replacement Process: Purchasing a ePen 3 Starter Kit comes with a 14 day trial period. You have the ability to return a product within 14 days of purchase.
This promotion is only applicable to your first online purchase at govype.ca of the ePen 3 Starter Kit, which includes an ePen 3 device, two cartridges and a USB charging cable. The promotion is not applicable to any subsequent purchases of ePen 3 Starter Kits or any additional ePen 3 cartridges purchased.
If you are not satisfied with the e Pen 3 Starter Kit:
a) Your order number or an email address or phone number associated with your account so that we can locate your purchase.
b) The product batch/serial number (if available).
c) Vype Care will issue a return package which must be used to return the complete ePen 3 Starter Kit (the ePen 3 device, cartridges and USB charging cable). Once the returned product has been received by us, you will be refunded. Please allow up to 21 business days for your refund to be processed. You will receive an email confirming the amount refunded to the original method of payment used for purchase. Failure to return the complete ePen 3 Starter Kit may not result in a refund.