Frequently Asked Questions

1. How do I place an order?

Add products to your cart, go to checkout, enter your shipping details and complete payment. You'll receive a confirmation email right away.

2. Can I change or cancel my order?

Yes, as long as it hasn't shipped yet. Contact us as soon as possible with your order number. Once an order has shipped, it can't be changed.

3. I didn't get a confirmation email. What should I do?

Check your spam folder first. If it isn't there, contact support with the email address you used at checkout.

4. Where do you ship?

We ship to more than 100 countries and regions. Some destinations are restricted by local law. If we can't ship to your address, checkout will tell you.

5. How long does delivery take?

Orders are processed in 1–3 business days. International delivery usually takes 7–15 business days, depending on destination and customs.

6. Will I get a tracking number?

Yes. A tracking number is emailed to you as soon as your order ships.

7. Who pays customs duties?

Import duties and taxes are set by your country and are the buyer's responsibility unless stated otherwise at checkout.

8. What payment methods do you accept?

We accept major credit and debit cards and other secure options shown at checkout.

9. Is my payment information safe?

Yes. Checkout is encrypted, and payments are handled by secure third-party processors. We never store your full card details.

10. Which currency will I be charged in?

Prices are shown in USD. Your bank may convert the amount to your local currency.

11. Which device is best for beginners?

We recommend the Nova Pod Kit or the Zenith Starter Kit. Both are simple to use and give a satisfying draw.

12. Which coil resistance should I choose?

Coils above 1.0Ω suit mouth-to-lung (MTL) vaping and higher-nicotine e-liquids. Coils below 1.0Ω suit direct-to-lung (DTL) vaping and lower nicotine. See our blog for a full guide.

13. How long does a coil last?

Usually 1–2 weeks, depending on how much you vape and which e-liquid you use. Sweet e-liquids wear coils out faster.

14. Are your products authentic?

Yes. Every item comes directly from VAPEX production and is quality-checked before shipping.

15. What does the warranty cover?

Devices have a 90-day warranty against manufacturing defects. Coils, pods and disposables are covered against defects on arrival.

16. How do I make a warranty claim?

Email support with your order number, a description of the problem and a photo or video. We'll guide you through repair, replacement or refund.

17. What isn't covered?

Damage from drops, water, misuse, unauthorized modification or the use of incompatible batteries and chargers.

18. What is the minimum age to buy?

You must be 21 or older, or the legal minimum age in your area if it's higher.

19. How do you verify age?

We may verify your age at checkout through a third-party service, and an adult signature may be required on delivery.

20. What happens if age verification fails?

The order is cancelled and refunded in full.