Missed Delivery? 🚚
If your delivery was missed, there's no need to fret! Our carriers usually attempt delivery again on the subsequent business day. They'll try to deliver your package a total of three times before it's sent back to us. Additionally, you have the option to ask the carrier to retain your package at a nearby facility. This way, you can pick up and sign for your order whenever it suits you best.
🔥 Shipment Cutoff Times 🤔
We process orders from Monday to Saturday, between 9AM and 5PM. Should we receive any orders after these business hours, the processing will commence on the next working day. Orders placed after hours on Saturday will be taken care of starting from the following Monday. Please note, we do not operate or process orders on holidays, so factor this in when calculating your order's arrival time. As long as our shipment carriers are operational, we make every effort to dispatch orders the same day they're received!
🚚 Wrong Order Received? 🤔
In the event that you receive a product different from what you ordered, please take a photograph of the received product(s) and the original packaging. Then, contact our support team within 10 days of your order's delivery date.
Please do not open or distribute the incorrect products as we will need these items to be returned to us. Once the issue is confirmed, we will make amends by providing a gift card equivalent to the value of the items you should have received.
*Kindly be aware that if the incorrect items received are opened or given away, we will NOT be able to facilitate a return or exchange.*
📦 Return & Exchange Policy
We kindly ask you to examine your items as soon as they are delivered.
We only accommodate return or exchange requests in cases where the item is found to be defective.
If you need to make a return or exchange, please do so within a week (7 days) from the date when the order delivery is confirmed. Upon confirming the defect, we will provide a gift card equivalent to the value of the item, and in addition, a 10% credit as a gesture to acknowledge the inconvenience caused.
Please be aware that Nexus Smoke retains the discretion to reject any requests for returns or exchanges.
😭 Delivered Package Missing? 📡
We're sorry to hear that you haven't received your item as expected. If the tracking information indicates that your package has been delivered, but it's nowhere to be found please reach out to us. While *Nexus Smoke is not responsible for Damaged, Lost, or Stolen packages after confirmation of delivery* - we will try our best to help!
🐉 Didn't Receive a Tracking Number? 🚚
Please reach out to our support team in this case!
📦 What is the processing time for my order before it is shipped? 🦖
The processing time for orders is typically 1-2 business days. However, please note that for first orders, the processing time may take approximately 2 business days.
The processing time begins once the ID verification process is completed for both yourself and any other individuals included in the order.
If you wish to check the status of your order on our website, you can review your previous transactions within your customer account. For any further inquiries regarding your order status, kindly send an email to our support team with the subject line "Order Status Request." Please provide the following information in your email:
- Your name
- Order number
- Email address used to place the order
- Any specific questions or concerns you have regarding your order
Our support team will promptly assist you with the information you require.
🔌 Defective or Broken Product 🙇
Listen up, all you cloud chasers!
If you've had the rotten luck of unwrapping a product from us that's seen better days, don't sweat it. We've got you covered, well... within 10 days of you scoring that bad boy, of course. After that, we figure you and your mod have gotten to know each other pretty well, and any breakups are on you.
But before you cry foul, remember, here at Nexus Smoke we've got a heart too. It might be nestled deep behind coils and clouds of sweet, sweet vapor, but it's there. So, we're offering you a shiny new gift card in exchange for your busted gear.
*Take a deep breath and hold on to your vape pens, because this is important - we won't be rolling out any refunds for any damaged, defective, or AWOL items. It's just not our style.
Got a broken vape? Don't just sit there weeping into your e-liquid! Snap a pic or a video of the poor thing and shoot it over to our support team. Label that email "Damaged or Defective Item," and don't forget to include the following details:
- Your Name (the one your mama gave you, not your vape handle)
- Order Number (the one we gave you, not your bar tab)
- Email to place the order (if it ends in @yahoo.com, we might laugh a little)
- Description of the Problem (keep it clean, folks)
Check your gear as soon as it hits your doorstep. We've got a 7-day window to shower you with gift cards or replacements, so make it count!
Just a heads up - if you don't send us a snap of the defective product, we can't help you out. It's like trying to diagnose a cough over the phone. Ain't gonna happen.
Same goes if you can't provide a photo of what you've actually got with you, not just your order form. It's hard for us to help you out if we can't see what you're dealing with.
So remember, folks, vape responsibly and keep us in the loop. The more you know, the better we can help you blow those fluffy clouds. Happy vaping!
🤔 Is My Device Broken? 😞
Alright vape maestros, listen up!
If your precious vaporizer starts acting like it's possessed—keeps firing after you let go, refuses to charge, lights up like a Christmas tree when it's not supposed to, or goes on a vape strike and refuses to pull—we've got a game plan.
Step one, put on your best Spielberg impression and capture that rogue device on film. Step two, shoot that cinematic masterpiece over to our support team. Our team of vape whisperers will give it a look and diagnose the problem faster than you can say "cotton wick."
When you compose your email, just make sure to use the oh-so-creative subject line "Damaged or Defective Item," and include the following, mandatory info:
- Your Name
- Order Number
- Email to place the order
- Description of Problem
Oh, and give your new arrival a thorough once-over as soon as it lands on your doorstep. We can only dole out store credit for any busted gear within the first 7 days of delivery. Our sympathies are with you, but refunds for damaged, defective, or AWOL items just ain't on the menu.
One more thing, if you can't manage to send us a picture or video of the problem child, we won't be able to help. It's like trying to help you find Waldo without looking at the page. Similarly, without a photo of what came in your order (the actual product, not your order form), we'll be as much use as a chocolate teapot.
So, remember, keep us in the loop, and we'll keep you vaping smoothly. Stay cloudy, Nexians!