Return Policy

Our policy is 14 days on hardware ONLY.  Unfortunately, we CAN NOT offer you a refund or exchange if 14 days have gone by since you received your item. Additionally, you may cancel your order as longer as your order has NOT shipped. Once your order has shipped from our facility, the order may NOT be cancelled.

There are NO REFUNDS on sale items.  NO EXCEPTIONS!

To be eligible for a return, your item must be unused and in the same condition that you received it in and you must have the original packaging.

Several types of goods are exempt from being returned if they have been opened. Do to health regulations, we DO NOT accept returns on any E-LIQUID products.  This includes, but not limited to, E-Liquid in bottles, pods, or disposable vape devices. We do not accept e-juice, tanks, atomizers, or drip tips, due to the nature of the product. 

To complete your return, we require your proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition; is damaged upon arrival or missing parts for reasons not due to our error.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. As there is always room for error, we don’t guarantee that we will receive your returned item.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds or credits may take to 5 business to reflect on your account. Your order is subject to a $35 restocking fee on any returns that are due on orders that are created by customer error or missing items from original packaging.

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.

Late or Missing Refunds (if applicable
If after 5 business days a refund is not posted, contact your credit card company and bank to VERIFY if the refund was issued and just been posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Broken Item Received
You may have added Route Package Protection to your order and can easily have a broken device resolved with them. Please click on the email from Route Package Protection to file a claim.  You may be required to provide your order number and photo/video of the item.  If you do not have Route Package Protection, please contact us at [email protected] within 14 days of receiving the order along with your order number and description of the issue to better assist you. 

Wrong Item Received

If you have received the wrong item, please contact us immediately. Provide a detailed description of your concern, so they may help resolve the issue. Include your order number, and photo/video of the item. You can email us at [email protected].

Lost or Stolen Packages
ZOE COHEN is not held responsible for ANY lost or stolen packages.  We understand how frustrating it can be to not receive your order.  Once your product has shipped, we have NO control over the carrier to ensure you receive your package.  Please contact the carrier that was used to ship your order to file a claim.

If you need assistance on filing a claim, please contact us at [email protected].

Sale Items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected].

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.