Shipping Refund & Warranty
SHIPPING & TRACKING
krazevape.com offers a couple of shipping options to customers – we offer free standard shipping on all Canadian orders that are $49 and over (before taxes and shipping). Our goal is to process and ship out orders from our warehouse within 5 business days, this excludes the time it takes for our courier partners to deliver the package to you.
Due to a high volume of online orders and increased health & safety measures, our courier partners are experiencing significant delays. Orders may not be scanned at each processing facility, which may result in delayed or incorrect tracking information. We apologize for the inconvenience on their behalf and thank you for your patience.
Holiday Shipping Delays
Kindly note that our couriers may experience shipping delays due to the holiday season and weather conditions. Please expect an additional 1-3 business days for orders.
Additionally, our shipping couriers will be closed during the following days:
• December 24th-26th, 2024
• December 31st, 2024
• January 1st, 2025
Delivery and Order Pickup
Proof of Age Required.
We utilize national couriers’ proof of age (depending on your province) option on every single package, no exceptions.
Because we utilize this option for all shipments, signature will be obtained 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 Proof of Age to sign and receive the package. Packages cannot be left at the door or in a mailbox.
Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund.
We cannot remove this option, even if you have already been verified to be of age. - Every package leaving our facilities will require to be age verified, in accordance with Canadian vaping laws. Only the person named in the "Shipping" fields can pick up the package. Couriers will NOT release the package to anyone that is not verified by identity.
Due to Covid-19 precautions, Canada Post has temporarily changed its delivery method. They will not be delivering parcels that require proof-of-age to the customer’s door. Instead, Canada Post will leave a notice card directing customers to a nearby outlet for pickup.
Order Processing
After your order has been placed, you will be notified with an order confirmation email. Your order will be processed in our warehouse within 5 business days, subject to peak holiday periods. Please note, if you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the following business day. Once your order has been picked up, you will receive an email or text message from the courier containing your tracking information.
We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via email or phone only when necessary. Please make sure to provide us with current contact information during checkout.
Order Tracking
Tracking numbers are automatically generated when we print your shipping label during order processing. You will receive either an email notification containing the tracking number sent to the email address you provided during checkout.
Please check your email's "spam" folders if you did not receive a tracking number.
Canadian customers can track their packages using
https://www.canadapost-postescanada.ca/track-reperage/
https://www.fedex.com/en-ca/tracking.html
Shipping Options and Serviceable Areas
We offer various shipping options at checkout, please select the option that best services your needs. We currently ship to select Canadian postal codes in British Columbia, Alberta, Saskatchewan, Manitoba, and Ontario. Limited shipping options may be available in some areas. We may restrict shipping to certain addresses such as retail locations, warehouses, and freight forwarding companies.
We currently do not ship to P.O. boxes – you are required to show a piece of valid, government issued, photo ID to confirm age of majority upon delivery and we cannot do this with a P.O. box.
Cancellations
Although we try our best to accommodate changes, orders cannot be cancelled once the status has been updated as “fulfilled”. By placing an order with us, you acknowledge that the items order, and delivery information is accurate.
Exemptions to Guaranteed Delivery Times
Courier services we ship with cannot guarantee delivery times in the event of outside factors beyond their control and for which they cannot be held responsible. These include, but are not limited to: National Holidays, Inclement Weather Conditions, and Natural Hazards (ie: Floods, Wildfires, Hurricanes, etc).
Lost or Damaged Packages
Lost In Transit
In the event that a package has exceeded its estimated delivery date by more than 21 business days, please notify us at info@krazevape.com and we will open up a claim on your behalf as the shipper of the item with the courier company.
Incorrectly Marked as Delivered
In the event the package is marked as delivered without having been received, please connect with anyone who might have retrieved it on your behalf (Ex: Concierge, Family Member, Roommate, etc.) and review your tracking information to ensure that it has not been made available for pickup before contacting us with your inquiry. If you are unable to locate your missing package, you must notify us within 5 days of the marked delivery date in order to file a claim.
Damaged Packages
In an event that your package arrives damaged, please reach out to our customer service team within 5 days of delivery. We may initiate an investigation on a damaged package, and you may be required to submit pictures of the condition the package arrived in. The courier may reach out to you for an inspection. Please monitor your emails and respond to communications from Kraze and our courier partner.
Courier Investigation
A courier investigation may take up to 15 business days, or longer in complex cases. Unfortunately, we must wait until an investigation has been completed before resending or refunding the order.
For any inquiries relating to lost or damaged packages, please contact info@krazevape.com for assistance.
Taxes
All taxes will be applied subject to federal and provincial tax legislation.
REFUNDS
All products purchased on krazevape.com are final sale and cannot be refunded or exchanged once the order has been shipped out. If there are any defects, please see the warranty section below for details.
Please also be advised that all our packages are shipped using our national courier’s age verification service to ensure that every person who places an order with us is at least the age of majority to purchase tobacco, nicotine, and/or related products in their respective jurisdiction. If you are not able to present a valid photo ID to confirm your age upon delivery or pickup, your package will be returned to us, and you will not be eligible for a refund.
Refund payments typically take up to 5 business days to process after the refund has been initiated, and another 5 business days from the date and time at which we receive the returned product.
Unauthorized Returns
If a package has been returned to our warehouse due to a delivery failure (ex: Incorrect address, unclaimed order, etc.) Customer Service will attempt to reach out to you at the email listed on your order offering the option of refunding your shipment minus the original shipping cost. Orders that were eligible for free shipping with be charged a $10 flat rate.
We are unable to process reshipments at this time and apologize for the inconvenience. You can simply place another order on krazevape.com – we strongly recommend you review the delivery details, and our terms and conditions are being followed to ensure a successful delivery.
WARRANTY
Kraze warrants the original purchaser that your Kraze product shall be free from defects in materials and workmanship under normal use for a period of 30 days from the date of purchase.
Kraze does not warrant the operation of the product will be uninterrupted or error-free.
HOW TO OBTAIN WARRANTY SERVICE:
A Warranty Claim must be requested and filled out on krazevape.com within the warranty period of 30 days from the date of purchase on the receipt. To request a Warranty Claim, please fill out the form here: Warranty Claim
Kraze may require the customer to provide proof of purchase details and/or comply with registration requirements before receiving warranty service. Please note more than one type of proof of purchase may be required to process a warranty claim (such as purchase receipt and confirmation of purchased items).
CONTACT KRAZE
For customer support, please email us at info@krazevape.com
EXCLUSIONS AND LIMITATIONS
This Limited Warranty applies only to the product manufactured by or for Kraze, that can be identified by the "Kraze" trademark, trade name, or logo affixed to it. The Limited Warranty does not apply to any (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes, and the like; (b) Negligence; (c) Commercial use; (d) Modifications to any part of the Product; (e) Damage caused by use with non-Kraze products; (f) Damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes; (g) Damage caused by operating the Product outside the permitted or intended uses described by Kraze or with improper voltage or power supply; or (h) Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Kraze. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.
IMPLIED WARRANTIES
Except to the extent prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) shall be limited in duration to the duration of this limited warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation may not apply to you.
LIMITATION OF DAMAGES
Except to the extent prohibited by applicable law, Kraze shall not be liable for any incidental, indirect, special, or consequential damages, including but not limited to loss of profits, revenue, or data, resulting from any breach of express or implied warranty or condition, or under any other legal theory, even when Kraze has been advised of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental, or consequential damages, so the above limitation or exclusion may not apply to you.