E-Cig City Long Beach: Customer Service

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Customer Service

 

 

 

 

Ordering

You may order products by shopping in our onlilne store or by calling us (562) 270-4461.

E-Cig City products are available to U.S. customers only with U.S. shipping address.

 

After you place an order, you will receive two emails from us: an order confirmation with your transaction details, and a shipment notification with tracking information once your order has been shipped.

If you have an account with us, you can always check your order status by simply clicking on the Account link at the top of every page.

 

Product Availability

Most products are available (in stock). If a product is out-of-stock, you will get a notification of a back order.

We will try to ship it as soon as the product is available.

 

Canceling an Order

You may cancel your order within the same business day by calling our customer service at (562) 270-4461 or by contacting us.

Please know that we cannot make changes to your order once a package has been shipped.

We reserve the right to cancel an order for the reason of limitations on quantities available for purchase, inaccuracies or errors in product or pricing information.

 

 

Payment

We accept the following credit cards: Visa and MasterCard.

You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

 

Taxes
No sales tax except for California residents only (9%). Tax is calculated on the total price of your order.

 

 

Shipping

E-Cig City ships all orders using United States Postal Service (USPS) Priority Mail with tracking numbers.

We only ship within the United States.  All orders are shipped from Long Beach, CA 90802.

 

Shipping Rates

USPS Priority Mail standard shipping is $5.80 for all orders up to $75.

Free Shipping for orders over $75.

FREE shipping when you PICK UP your order from the store (you can pick up your online order in our retail store provided you display your ID, the credit card used for purchase and the invoice).

 

If you prefer a different shipment arrangement, please contact our customer service by phone (562)590-6031 or via online form.

 

  • All orders placed through this website must be shipped to the address provided in your invoice. Billing and shipping addresses must match.
  • We DO NOT sell or ship to minors, or to adults intending to distribute or resell items to minors.
  • All limited availability and/or exclusive items are limited to 2 per person.
  • We NO NOT sell or ship to APO/FPO/DPO addresses.
  • All customers are responsible for knowing and following the laws of the state which they reside in.

 

Customers are responsible for providing complete and accurate shipping information. We cannot make changes to your shipping address once a package has been shipped, and cannot be made responsible for packages lost due to incomplete or inaccurate addresses.

 

Shipping Time Frame

All orders will be shipped within 24 hours from the date of your order if it is received by 3 p.m. PT. If an order is received after 3 p.m. or on weekends and holidays, your order will be processed and shipped the following business day.

 

For your protection, all orders over $30 are shipped with signature confirmation.  If you are not present, a notification will be left on your door or in your mailbox to advise you to pick up the package from a local post office.

 

Tracking

Tracking information is provided by USPS carrier via their website. The USPS tracking system is slow, even though the package is in route to you the tracking information can take up to 24 hours before it updates to reflect the actual location of your package. This is beyond our control, there is nothing we can do to speed up the tracking system of the United States Postal Service.

 

Damaged or Tampered Packages

If your package was damaged during shipping or it looks to be tampered, you must notify the delivery driver immediately.  Customers who are required to sign for the package during delivery, must refuse the package if damaged or tampered, so that a claim can be initiated with the courier. Once you notify the courier or delivery driver, please send us an email immediately, so we know that a claim has been initiated.

 

Warranty

All products are sold "as is" with no warranty expressed or implied, and cannot be returned or exchanged unless the item received by the customer is DOA (Dead on Arrival).  Customers must notify us within 48 hours of receiving their defective product in order to start a return process (your proof of receiving will be based on your tracking number and the time and day when your package was delivered to you).

E-Cig City provides a warranty against DOA (Dead On Arrival) on electrical devices only, such as Starter Kits.

 

Return Policy

All sales are final. We do not offer refunds or exchanges on any of our products regardless of whether they have been used or not unless the item received by the customer is DOA (Dead on Arrival). Please choose carefully. If you have any questions about our products, please contact us before placing an order.

 

Our products may require maintenance or minor adjustments.  This does not mean that the product is defective. Some products may have small polishing scratches which are considered normal wear and tear and is not covered by warranty.  Please contact our customer service team using the online form or call us (562) 270-4461 to solve your problem.

 

Dead on Arrival (DOA) Policy

In order to qualify for replacement under the DOA warranty, the defective product must be reported to E-Cig City within 48 hours from the delivery time. If the product was delivered more than 48 hours, E-Cig City reserves the right to refuse replacement of the defective product.  To return a defective product, request the RMA (return authorization) number.

Your package must be postmarked within 5 days of receiving your return authorization number (RMA). We will only replace defective items with working items of the same model.

 

We DO NOT accept returns of: atomizers, clearomizers, cartomizers, e-liquids, drip tips, batteries, mechanical mods, rebuildable devices and atomizers and parts for rebuildables and/or atomizers.  Therefore, our Return Policy EXCLUDES any products of this kind.


Return Rules

Online purchases cannot be returned to our retail store and must go through our RMA process which is listed below. Non-approved returns will not be accepted. Should a customer return an item without an RMA number, we will refuse the package upon its delivery. 

Retail purchases should be returned to the retail location where they were purchased.

 

The only time we accept a return or exchange an item is if it is defective (non-functioning) or damaged from shipping (damaged or crushed due to handling upon delivery).

 

We'll do our best to help you resolve a purchase problem as quickly and easily as possible. Provided you meet the terms and conditions listed below, you may make an exchange or return. We suggest you read the complete returns policy before you make your purchase.


Processing a Return:
1. Email us your name, order number, item you wish to return and the description of the problem. If possible, please include pictures of the product, and be as detailed as possible.

2. Your inquiry will be answered within 24 hours during the business days to let you know if your RMA has been approved or if further clarification is needed.

3. If your request has been approved and you get an RMA number, repackage your item(s) including all original parts, packing materials, instructions, etc.  Please note that poor packaging or the return of a damaged product could result in refusal of your return.

4. Include a copy of the original invoice in the package with your RMA number and the notice whether you want a refund or a replacement. Please note that a replacement can be sent only if available.

5. Ship the product to within 14 days of receiving the RMA number. If you do not return the DOA item back to us within 14 days, your RMA number will no longer be valid. We recommend to use a delivery confirmation/tracking when shipping packages to us.

6. We will contact you once we receive your return. Should you have any questions during the RMA process, please contact us by phone or via the contact form.



Refund Policy
1. We do not refund any shipping costs unless products were shipped to you in error. We also do not pay the cost of shipping products back to us.

2. You will receive a refund if the returned item has been received in satisfactory and unused condition. Refunds will be processed within 10 business days once we receive the product(s) back.  Refunds will be applied directly to the method that was used to make the purchase. Items that qualify for a refund must be approved by us before the product is returned. If the product is in the category of unapproved return, this product can not be returned for any reason, regardless if the product is unused.

3. Usually processing refund can take from 3-7 business days to credit the funds back to your credit card (time varies by the card issuing bank). If you have any questions regarding our return/refund process, feel free to contact us.



We check all information on our website very carefully.  However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to cancel an order for the reason of inaccuracies or errors in product or pricing information.


Shop Online

Visit our Online Store

to see available products

ECC Store Location 

Physical store is permanently closed.

To buy products call (562) 270-4461



YOU MUST BE 18 YEARS OF AGE OR OLDER TO PURCHASE

Electronic cigarettes are not a smoking cessation product and have not been evaluated by the Food and Drug Administration, nor are they intended to treat, prevent or cure any disease or condition.

Some products sold on this website contain nicotine, which is considered an addictive substance and may have harmful effect. Our products are only intended for committed vapers of legal smoking age.