Frequently Asked Questions

When will my order ship out?

We usually process and ship orders the same business day from Miami, Florida, as long as your order is placed before 1PM EST. Depending on stock and availability, processing times may vary. We do not ship on weekends, U.S. federal holidays and hurricanes. 

Attempted Deliveries and Delivery Re-Attempt

Carriers may attempt to deliver a package at your shipping address or business address up to 3 times. After the attempted deliveries, you may receive a notice on your door to reschedule another delivery attempt with information on how to retrieve your package.  To avoid missing a delivery, we recommend customers to follow their Tracking Information.  If you already missed a attempted delivery, make sure to follow the instructions on any notice or door tag, if available, or any tracking indicator to ensure your delivery is made on another attempt.  

If you are located in a gated enviornment or community, we recommend shipping your order to a business address or another location, as some carriers do not have gate access.  For an appartment, please make sure the delivery driver is able to properly access your door or have an adult at the lobby to sign for the package.

Requesting a Location for Pick-Up

Certain shipping carriers do offer an option to schedule a time and authorized facility for picking up your package. You can learn more about this option by visting the carrier's website.

Do you offer FREE SHIPPING?

Our prices are already some of the lowest on the internet and we cannot offer free shipping. WE DO NOT MAKE MONEY ON SHIPPING. On the contrary, we actually lose money.

How long does it take for my package to arrive?

The delivery of the package depends upon what shipping method you choose at checkout. When your package gets scanned then the tracking link updates. Please keep in mind the tracking link can take up to 3 business days to update. 

What is Route Protection?

Route Protection is insurance for your package.  If for some reason your package is lost, stolen or damaged in transit, Route Protection will refund you for your order. WE RECOMMEND PURCHASING ROUTE PROTECTION WITH YOUR ORDER. If you purchase Route Protection with your order, you will receive a separate email from Route with instructions if there are any issues with your order and how to proceed to file a claim. You have 30 days to file a claim with Route Protection.

Why does my order show “unfulfilled”?

An order will be changed to “fulfilled” once the order is fully processed and shipped out. Keep in mind we do not ship out on the weekends and holidays.  

Why can’t I use two codes for my order?

As per our Terms and Conditions, you can only use one code per order and there is NO double discounting available.

Why is my discount code not working?

If the code you are trying to use is not working, there is a good chance the code expired. Please reach out to customer support with the code and issue so they can better assist you. IMPROPER USE, NEGLIGENCE OR LACK OF COUPON CODE USAGE WILL BE REFUNDED AS A STORE CREDIT ONLY. The support email is [email protected].

I ordered the wrong item; can I return or exchange it?

Please contact customer support immediately for assistance with this, as we will not be able to help after certain processes have taken place. If you are in the 14 days policy for returns and exchanges with the item unopened and unused, you may send the item back to us. Once we receive the item back at our facility, we can either ship you the correct item or issue you a store credit. WE DO NOT ACCEPT RETURNS ON E-LIQUIDS, DISPOSABLES OR COILS DUE TO THE NATURE OF THESE PRODUCTS.

I received the wrong item/broken item or wrong nicotine level or not what I ordered at all. What can I do?

Please contact customer support immediately. Provide a detailed description of your concern, so they may help resolve the issue. Include your order number, and photo of the item. You can email us at [email protected].

Can I cancel my order?

Once an order has processed we are unable to cancel it. If you need to cancel an order, please reach out to us at customer support immediately at [email protected].

What if I need to change my shipping address?

Once your order is confirmed we start the processing of getting your order out. Please let us know immediately if the address is incorrect. We will need some time to change the address for you. If the order has already been assigned a tracking number, we are unable to change the address for that order.

Do you have samples?

Sadly, we currently do NOT offer samples on any items we sell.

What are the forms of payment on your site?

We only accept online payments on shopohmcityvapes.com and accept the following payments: VISA, Mastercard, American Express, Discover and JCB 

Can I add or alter my order after it has been placed?

We will try to our absolute best to accommodate and assist you, but if the order has already been shipped out, we will not be able to add/alter the order. Please contact customer support at [email protected] for help.   

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