You may order products by shopping online in our store or by calling us (562) 590-6030
E-Cig City products are available to U.S. customers with U.S. shipping address.
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. We will not charge your credit card until your order is shipped.
Canceling an Order
You may cancel your order within one (1) hour from the time you placed your order by calling our customer service at (562) 590-6030(???)
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.
We will not charge your credit card until your order is shipped, but if you wish to cancel a backordered or pre-ordered item, call us at (562) 590-6030 (???)
You can also use the online form to contact us.
We accept major credit cards: Visa, MasterCard, and American Express.
You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.
Taxes
Sales tax is applied for California residents only at the rate of 9%. Tax is calculated on the total price of your order.
E-Cig City Long Beach ships all orders using United States Postal Service (USPS) Priority Mail with Tracking Numbers.
We only ship within the United States.
All orders will be packaged and shipped within 1-2 business days from the date of your order. If an order is received after 3 p.m. or on weekends and holidays, your order will be shipped the next business day.
For your protection, all order over $15 will be sent out via registered mail, which requires a signature. 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 (???).
Once you complete your order, a confirmation will be sent to your email address. After your order has been packed, you will receive an update email with the tracking number.
If you have an account with us, you can always check your order status by simply clicking on the "My Account" link at the top of every page.
Tracking
Tracking information is provided by the carrier via their webstie. 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.
PLEASE NOTE: the United States Postal Service is not open, and does not run on Sunday. Because of this, any order placed on weekend or holidays, will not be accepted by the Post Office until the following Monday. We use Priority Mail, to ensure rapid delivery as well as the availability of a USPS tracking number in the event that a package does not arrive in a timely manner. As long as you provide us with a valid e-mail address when placing your order, you will receive a shipping notice within 24 hours of placing your order, and you will receive a tracking number. Again, there will be a time lag between when you receive the tracking number and when the tracking information will reflect the actual location of the package.
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.
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.
Signature Confirmation Policy (???)
Signature Confirmation upon delivery is a safety feature that we use to confirm a safety delivery. If you wish to waive signature confirmation due to the inconvenience, you can do so by selecting, "No, I do not want signature confirmation included. I understand that E-Cig City Long Beachwill not be held liable for my package if is lost or stolen after delivery".
By denying signature confirmation, you, the customer, understand that you have waived your right to a security measure that we, E-Cig City Long Beach, have tried to provide you for the safety of your order. By denying signature confirmation, you agree that if your package is lost or stolen but shows delivered by USPS to the shipping address you provided, we, E-Cig City Long Beach, will not be held liable or responsible for your lost or stolen item(s).
E-Cig City Long Beach provides a warranty against D.O.A. (Dead On Arrival), of tanks, cartridges and coils. In order to qualify for replacement under the D.O.A. Warranty, the defective product must be returned to E-Cig City Long Beach within 48 hours of purchase. If the product was purchased more than 48 hours prior, E-Cig City Long Beach, reserves the right to refuse replacement of the defective product.
Returns & Replacements
Please note that all products are sold “as is”, with no warranties expressed nor implied, and cannot be returned or exchanged unless the item received by the customer is DOA (Dead on Arrival). Customers must notify us within 24 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). DOA items only apply to electrical devices such as an Itaste, eRoll, Evic or Ego’s. (???) Online purchases cannot be returned to our store front location and must go through our RMA process which is listed below.(???) Should a customer return an item without notifying us first, we will refuse the package upon its delivery for the safety of our staff. For sanitary reasons, and the overall safety of our customers, we DO NOT accept returns of: atomizers, clearomizers, cartomizers, bottled liquid, drip tips, batteries, wick, wire, mechanical mods, rebuildable devices and atomizers and parts for rebuildables and/or atomizers. Therefore, our Return Policy EXCLUDES any products of this kind.
Please Note: Our 14-Day Money Back Guarantee applies only to Starter Kits in their original packaging. Misused, damaged, or broken starter kits will not be refunded. All returned merchandise must be received at our location within 14-days of the original purchase date.
We do not refund any shipping costs unless products were shipped to you in error. We also do not pay the cost of shipping starter kits back to us.
Misused, damaged or broken products will not be refunded. No refund will be issued for used or unused cartridge.
Retail purchases should be returned to the retail location where they were purchased.
We'd like 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.
To process a return:
1—Login to your account, using the username and password emailed to you when you placed your order with us.
2--Click on the "completed orders" link. You will see a list of orders you have placed on this web-site.
3--To the right of an order you will see the return items button. Click it!
4--Complete the Return Request form and click submit.
5--Ship the product 106 W 3rd St Long Beach, CA 90802 within 14 days of the original purchase date. Please be sure to prominently display the Return ID on the outside of the package. This return ID was provided to you in your email confirmation at the time you submitted your online return request. If you did not receive this email, please contact our support department and we will be happy to look it up for you.
Right of Refusal
E-Cig City Long Beach reserves the right to refuse replacement of any device if the device has been abused, neglected, damaged, or modified. Any electronic device which relies on a battery to operate will suffer battery capacity degradation over time. Like cell phone batteries, electronic cigarette batteries will eventually fail to take and hold a charge.