Shipping and Returns
Customer Service Policies
Shipping is FREE when you spend $50 or more. Just select the option when checking out.
We are sorry, but we do not ship outside of the country at this time!
We provide shipping via USPS to all retail orders within the U.S. We will ship orders the same day it is ordered, as long as it is placed before 2PM MST. This shipping time does not include holidays and weekends. Please allow 24 hours for tracking information to be updated from the courier. Please allow 5 to 7 business days for your order to arrive. We do not ship to Utah, or out of the country at this time, due to laws governing those potential areas. These policies may change, as the laws may change.
Missing an Item?
If you are missing an item from your order, please contact us at email@example.com within one business day of receipt to inform of the missing item. We will make sure to send you the correct item once we are notified of the mistake and have reviewed the shipment. We reserve the right to request a photo.
Received the incorrect item/order?
If you received an incorrect item in your order, please contact us at firstname.lastname@example.org. We may ask you to provide a photo of the incorrect item you received. You can send a photo with your initial email if you would like to expedite the process. Once we review, we will contact you and send you the correct item. If necessary, we will provide a return label with the new package or we will e-mail you a return label. We will cover the shipping if it's our mistake.
If an item that you selected is backordered, we will contact you and explain the situation. You will always have the option of a store credit or refund for the backordered item. You may also choose to be informed when the item comes back in stock. If we are not able to reach you on the phone number or email you provided then a store credit will automatically be issued to you.
We send all orders the same day it is placed, before 2:00 p.m. MST, excluding weekends and holidays. If your order has not been received within 7 business days, please contact both us and the shipping courier and open a case or ticket. If the shipping courier has informed you they have lost your package, please contact us at email@example.com or 1-866-CPVAPE6. We can't control packages once they leave our hands, but we will gladly call USPS and try to resolve the situation as well as you doing so. It's rare this happens, but things tend to show up when you shake the tree, and we will help you do that as best we can. We are ultimately here to help.
Damaged Upon Arrival
If you receive an item that has been damaged upon arrival (ex: broken bottle), please send us an email and a photo to firstname.lastname@example.org, so we may review the case and contact you with a resolution. We must have a photo of the damage before we can accept a return. If not available, it will be reviewed on a case by case basis. This is solely so we can see the issue. Some things may need an adjustment for instance. We can try to assist you within the bounds of FDA law and we will to our fullest allowed ability. If you do receive a damaged item, when we confirm it we will pay for shipping back to us, and back to you. This may be provided in the form of a store credit.
We are unable to make changes to orders once they are placed by our customers. If you would like to make a change to an order you have placed please contact us at email@example.com for assistance. In certain instances we may be able to modify the order as per request. This is at our discretion. If you need to cancel an order contact us immediately at firstname.lastname@example.org. If the order has shipped already the customer will be responsible for shipment back to us.
Returns and Exchanges
If a product is unopened, and the packaging is not damaged, you may contact us within 7 days, and you may return the item for either a refund, or store credit. There may be a restocking fee assessed. Items must be inspected prior to issuing a refund. If you decide to return an item in this manner, you will be responsible for the cost to ship it to Cloudy Peak Vapes. No returns are allowed for coils, wire, liquid, batteries and other items which may be added at a further date. Any item which has been used may not be returned unless said item is defective upon arrival.
Please don't hesitate to contact us with any questions or concerns. We are ultimately here to try to resolve all situations in a matter that is satisfactory to all parties. Again, Please reach out, we are here to help. Devices go wrong at times, even the nicest ones, and if determined to be no harm done by the customer, please contact us so we can attempt to find a resolution. We always will facilitate guiding you through the warranty process for your device if needed as well.