Q&A regarding issues related to orders

What is the Return, exchange, or refund policy? 

Return, exchange, or refund for tobacco products is not allowed please review our entire policy by going to the following link:  https://hqdfume.com/shipping-refund-policy/ .

I received my order, but one or more of the devices I received is defective.  

Please note that due to the nature of the industry, It’s a standard practice that online vape websites (including us) don’t offer any guarantee on vape devices, and therefore, return, replacement or exchange for any defective vape device is not offered. On the other hand, and because we care for the satisfaction of our customers, we will offer a 1-time complimentary exception, in which we will include 1 additional disposable vape device at no additional charge on your next order. We hope this one-time exception will ease your frustration. and we are deeply sorry for your experience, but we have no way of testing devices, and vape manufacturers don’t offer us any guarantee that we can pass on to our customers.

What are the shipping cost and delivery time frames?

Standard free shipping takes 4-6 days. Priority 1-3 days, and overnight is next day delivery.  The cost of Priority and overnight is based on the total order value and it gets calculated in the checkout page.

When my order will arrive, where is my tracking info ? 

Please allow 24 hours after placing your order to receive tracking info. Once we ship your order, you will receive an email and a text msg with the tracking information. If you don’t see the email, please check your junk folder. To track your order, simply click on the tracking link that we sent you. Please note that we won’t have any info regarding the delivery time frame, other than the one you see online.

My payment got declined, why ? 

Here are some main and common reasons of why your card was declined:

  1. Billing address : Most transactions gets declined because of the billing address. Make sure the billing address and zip code you enter at the checkout page match the billing address bank or credit card. if you need to ship to different address, you will still have to put the correct billing at the checkout page. then choose to ship to a different address.
  2. Enough funds: Make sure you have enough funds in your account.
  3. NON-U.S Cards : If the card you using is a NON- U.S issued card, it will be declined. We process only US issued cards with U.S Billing addresses.

My payment got declined but my card was charged

Even though your card got declined, you may still see a charge on your bank or card. Please note this is not a charge, this is an authorization that will disappear in 2-4 days.

Do you offer an alternative payment methods other than debit or credit cards ?  

Beside Debit / Credit card, we accept payments via Zelle and Cash App. If you like to use Zelle Or Cash App, Simply:

  1. Send your payment to 305-999-1119 (Name: Nadim Muqedi). Then,
  2. Take a screen shot of the payment you made on Zelle or CashApp,  and send it via SMS to 954-408-3722 .

Once we confirm the payment has been received, we will ship your order.

Need something else ? 

If you have an issue with your order, that is not covered in the above questions, please send a detailed SMS Text msg (954) 408-3722. In your msg, include your name, order number, cellphone number where we can reach you, and detailed info about the issue

 

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