Proof of Age Required
To ensure that the person ordering online is, in fact, 19 years old, we now use UPS Adult Signature and Canada Post’s Proof of Age (19+) signature and identity service on every parcel.
This identity service is required for all new customers. Age-Verification may be done at your home door or may require you to go to your nearest post office or licensed outlet to show your ID in person.
A signature of the person named on the shipping address will be obtained by Canada Post or UPS upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show your Proof of Age to sign for and receive the package.
If you do not pick up your package, you will be charged for the costs associated with its return to VAPEVINE.
AGAIN, ANY AND ALL fees and purchase costs associated with packages that are Returned to Sender because Proof of Age was not produced OR because you failed to pick up your package in time, will NOT receive a refund.
Again, if you are underage (less than 19), DO NOT PLACE AN ORDER on vapevine.ca, as you will LOSE your complete payment and NOT receive a refund.
How Much Does Shipping Cost?
For most orders of $89.99 or greater (before tax), Expedited Shipping is FREE!*
*NOTE: For areas more distant from southern Ontario and for more remote non-metropolitan areas of Canada, orders will have higher individual subtotal minimums that need to be met to qualify for FREE SHIPPING. In some cases, the minimum will be $99.99, $109.99 or even more depending on your postal code.
For all other orders, shipping usually starts at just $8.99 depending on your location and proximity to Windsor, Ontario, Canada!
Parcels are shipped by UPS or Canada Post from southern Ontario by Expedited Parcel and are typically received within 2 to 8 business days (when items are in stock) depending on your location (see Delivery Standards below). Shipped items come with a tracking number that will be emailed to you once the courier has scanned your parcel.
How long does it take to process my order?
All orders require a minimum of 1-3 business days of processing time prior to shipping. Processing your order involves 3 steps:
- Payment Verification. Waiting for your payment to fully clear can sometimes take up to 24 hours.
- Pulling your items from the warehouse.
- Packing your items.
This entire process will often take 1 to 2 business days, and possibly longer if there are extenuating circumstances.
- VapeVine.ca does not process orders during the weekend.
- No deliveries will be made on weekends or holidays (Canadian or US), however, some UPS drivers will provide Saturday delivery.
So, for example, if you ordered on a Friday, the next official business day is Monday, so your order will still appear to be in “processing” mode over the weekend until is it scanned and ready for shipment on Tuesday.
Please note that order processing times can also be affected by other factors outside of our control, including supply chain delays.
Once your package has been both PROCESSED and PICKED UP by Canada Post or UPS, the transit time to your destination will be determined by the Delivery Standards Chart below:
DELIVERY STANDARDS (Major Canadian City Centres)
CALGARY: 4 BUSINESS DAYS
CHARLOTTETOWN: 4 BUSINESS DAYS
EDMONTON: 4 BUSINESS DAYS
FREDERICTON: 4 BUSINESS DAYS
HALIFAX: 3 BUSINESS DAYS
HAMILTON: 1 BUSINESS DAY
KITCHENER: 1 BUSINESS DAY
LONDON: 1 BUSINESS DAY
MONCTON: 3 BUSINESS DAYS
MONTREAL: 2 BUSINESS DAYS
OTTAWA: 2 BUSINESS DAYS
QUEBEC: 2 BUSINESS DAYS
REGINA: 4 BUSINESS DAYS
SAINT JOHN: 3 BUSINESS DAYS
SASKATOON: 4 BUSINESS DAYS
ST. JOHN’S: 5 BUSINESS DAYS
TORONTO: 1 BUSINESS DAY
VANCOUVER: 5 BUSINESS DAYS
VICTORIA: 6 BUSINESS DAYS
WHITEHORSE: 7 BUSINESS DAYS
WINNIPEG: 3 BUSINESS DAYS
YELLOWKNIFE: 6 BUSINESS DAYS
When will I get my tracking email?
After the 3 “processing” steps have been completed (1 to 2 business days), we scan your package for shipment, the final step. Upon Canada Post or UPS taking possession of your package, you will usually receive your tracking and/or shipping confirmation email within 6 hours.
If an item is not in current stock but has been mistakenly reported as such, VapeVine.ca will inform you by email with an updated, expected shipping time-frame and may provide you with an optional replacement product of equal value if the previously ordered item is not scheduled to return to inventory within a reasonable period of time due to a recall or sudden discontinuation.
Backorders
Due to the popularity of certain products (especially newer releases), it is impossible to maintain a surplus of inventory that can always sufficiently meet an overwhelming demand. In cases such as these, products may be listed as being on backorder. If an item is listed as such, we will still accept your orders and place them in a queue for fulfillment. We will not always be able to give you a precise time-frame as to when the product will be restocked, however, if we have been provided an accurate time-frame from our manufactures or suppliers, we will inform you of the expected restocking schedule. Some items may take only 2 days while others may take up to 4 weeks or more. As vendors, the time-frame is out of our control as we are often at the mercy of our manufacturers. Back-ordered products that have been purchased by customers will not be refunded because of time-lag issues. Refunds will only be considered if a pre-purchased back-ordered product has officially been declared discontinued by our manufacturers or suppliers and is therefore no longer available.
What is Your Return Policy?
Returns are accepted on products that are verified as Dead on Arrival (DOA) only. That means the products received were not functioning brand new out of the box. e.g., Battery won’t power up.
For any DOA claims or inaccuracy claims, you must contact us at immediately at orders@vapevine.ca and no later than 48 hours after receiving your item. Defective hardware must be shipped back to us at your expense in its original box and packaging. We will test the defective part and if confirmed defective, we will ship the replacement part with your next order and refund the shipping cost (an amount equal to our standard shipping cost to your location).
We highly advise you to check and verify the contents and condition of the items ordered once they arrive at your location.
There are no exchanges or refunds.
Due to our supplier agreement, we cannot accept returns on the following products simply due to the sensitive and volatile nature of their performance: tanks, clearomizers, coils, atomizers, juices or any products not performing due to leaking, taste or incompatibility issues. Please conduct due diligence research regarding compatibility before placing an order. The majority of problems are usually the result of user error. Please read the manuals that come with your products. There are no refunds, exchanges, or warranties on any of our hardware beyond “dead on arrival”.
We are not responsible for any loss, liability, damage (direct or indirect), personal injury, or expense of any nature that may occur to you or third party recipients due to the use of our items. Furthermore we are not liable for any of the previously mentioned scenarios that may occur due to our omission, delay, accidental, or inaccuracies of information stated on this website. We encourage every customer to research an item before purchasing it.
If you have not yet taken possession of the shipped items and we choose to accept a return of the sealed, unopened package that is still in transit, please take note of the following:
- The outer package itself (VapeVine Black Poly) must not be opened nor tampered with and its original seals still intact.
- The package must be sent back to us within 48 hours of your delivery, as recorded by Canada Post.
- The package must be sent to us by either EXPRESS POST or PRIORITY ONLY, with both tracking numbers and sufficient insurance to cover the full cost of the order. (TAKE NOTE: The price will often be significantly higher than the $11.99 you paid).
- The return shipment tracking number must be emailed to us at hello@vapevine.ca, within 12 hours of the item being accepted at the Post Office or Courier of your choice.
- The full cost of the return shipment will be covered by you, and not reimbursed.
- After an inspection of the returned package by us, and provided there is no evidence of tampering, we will process your refund within 48 hours of taking back delivery of the items.
If any one of these conditions is not met, we reserve the right to refuse the refund.
If you attempt to return a package not related to a DOA claim, or a package is returned to us due to a user-generated address error, additional shipping and re-stocking fees will apply.
Cancellations
If you attempt to cancel an order before a shipping label has been printed, it will be subject to a minimum 10% credit card transaction fee and a $10 restocking fee. In some cases, such as confirmed underage purchases or refusing to prove your age with requested photo ID, you will not be eligible for a refund. Please see our TERMS OF SERVICE for more information.
NOTE: You cannot cancel your order once it has been submitted unless you first provide 2 pieces of government-issued photo ID by email or otherwise. VAPEVINE.CA must confirm that you are cancelling simply because of a change of heart, and not because you are an under-aged person, who illegally made a purchase on VAPEVINE.CA and fraudulently entered into a sales contract under false pretenses after verifying their age as “Over 19” upon entering the site.
Signature Required
Please note that due to a marked increase in PORCH PIRATES & NEIGHBORHOOD THEFT, we now ship EVERY package with SIGNATURE REQUIRED confirmation. This means that the carrier will not just leave your package on a porch or lobby but you will need to physically sign for it.
We do have PHOTO PROOF of EVERY DELIVERY. Please note that the carrier is only responsible and liable for your package WHILE IT IS STILL IN THEIR POSSESSION. Once it is delivered to you and have PHOTO PROOF, they have fulfilled their duty.
Also remember that UPS often does not have access to P.O. Boxes or community postal mailboxes.
ShipShield™ Shipping Insurance (Recommended)
ShipShield™ is a recommended layer of shipping insurance that will protect your package in case it is lost in transit or damaged by the courier. With over 10 years in the vape business, we know how packages can be lost or aggressively thrown and how bottles can be damaged. If you choose ShipShield™, your package is protected.
What is a Lost Package?
A package is considered “lost” if it was never reported as delivered by the courier or it has been 7 business days since the last tracking update, with no movement. If you have ShipShield™ protection, simply inform us via email at orders@vapevine.ca within 15 days of the last tracking update. Once we have confirmed that a package has been deemed lost by the courier, VAPEVINE will replace your order.
What is a Damaged Item?
An item is considered “damaged” if it is unusable. Simply provide evidence of the damaged item (photos, videos, etc.) to VAPEVINE via email at orders@vapevine.ca within 72 hours of the package being delivered. Claims for damaged orders must be submitted within 3 days of the delivery date. An item is not considered “damaged” if it exhibits any manufacturing defects or surface nicks or marks that occurred at the factory.
What ShipShield ™ Does Not Cover
If a shipment is miss-sorted by courier and delayed but not lost. If an invalid address submitted by customer at time of shipment or packages marked as “return to sender”. If a shipping carrier is unable to deliver a package due to an invalid or undeliverable address or if the customer refuses delivery, ShipShield™ will not cover the costs of reship.
Note that if you do not choose ShipShield ™ the maximum amount of a refund that you can be eligible for is $100, no matter how much your order total.
For more information about what you agree to when submitting an order, please carefully read our TERMS OF SERVICE.
