Frequently Asked Questions

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, JCB, and PayPal (Alternative Payment Option). Availability may vary by device, browser, or payment eligibility. See our Payment Methods page.

Common causes include bank restrictions, incorrect card or billing details, insufficient funds, or additional security verification. Check your information, contact your bank to approve online or international payments if needed, or try another available method. Avoid repeated attempts in a short period.

Depending on the card and processing provider, Visa or Mastercard charges may appear as ALT*eshopmerchancy, and American Express charges may appear as coutureswift. Other authorized descriptors may appear. If you cannot recognize a transaction, email [email protected].

A pending transaction may be a temporary authorization hold rather than a completed payment. Check your spam folder and account order history. If no order appears, email support with the payment date, amount, and checkout email address. Your bank controls the release time for any temporary hold.

Repeated payment attempts may create separate temporary authorization holds. These are not necessarily completed charges. Please avoid retrying repeatedly and contact us with the transaction dates and amounts if you need help verifying your order.

Your card issuer may charge an international transaction or processing fee. Such fees are determined and collected by your bank, not PrimaryVape. Please contact your issuer for details.

Contact [email protected] as soon as possible with your order number. We may be able to help before processing begins, but changes or cancellations cannot be guaranteed after an order enters fulfillment.

Email us immediately with your order number and the correct full address, including apartment or unit number and phone number. Once processing or shipping has started, an address change may no longer be possible.

Check the offer expiration date, minimum order amount, eligible products, and whether the code can be combined with other discounts. Deals or excluded items may not qualify. If you still need help, share the code and items with our support team.

Sign in to My Account to view order history. After shipment, we also send tracking information to the email used at checkout.

Yes. We offer free U.S. shipping on qualifying orders over $89 after discounts. Applicable shipping costs for orders below the threshold appear at checkout.

We serve eligible destinations within the United States. Availability and delivery restrictions may vary according to applicable laws, products, and carriers. Checkout will determine the available options for your address.

Orders are normally processed in 24–48 hours on business days, with up to 72 hours during high-volume periods. Estimated shipping transit is approximately 5–7 business days in the Western U.S. and 6–20 business days in the Eastern U.S.. These are estimates rather than guarantees. See our Shipping Policy.

We email a tracking link once your order ships. You can also check your order history in My Account.

Carrier scans may take time to appear, particularly around weekends, holidays, or high shipping volumes. Check the tracking page again later. If updates remain missing for an extended period, contact the carrier or our support team.

Yes. Vape-related shipments require adult signature verification under our Shipping Policy. The recipient must be 21 or older and provide valid government-issued identification.

Check your delivery area, mailbox, parcel locker, and with household members or neighbors. Then contact the carrier with your tracking number to open an investigation. You may also contact us; delivery concerns are reviewed case by case.

Eligible unused, unopened items with intact original packaging and factory seals may be submitted for return within 14 days of delivery. Used or opened items are generally not eligible. Read our Returns & Exchanges Policy for full conditions.

For hygiene and safety reasons, opened or used e-liquids, disposables, pods, coils, certain atomizers, batteries, chargers, glass components, and other accessories may be ineligible for return. See the complete exclusions in our return policy.

Contact us within 48 hours of delivery with your order number, invoice, clear photos, and a description of the issue. Please keep the item and packaging until we have reviewed your request.

Email support with your order number, a brief explanation, and clear photos or a short video showing the issue. Do not discard the device until support has reviewed your request. Eligibility depends on the applicable return and support policy.

Email [email protected] with your name, order number, and supporting photos or video. Do not send an item to the address on its shipping label; wait for an approved return address and instructions.

You must be at least 21 years old to purchase tobacco or vaping products in the United States. Orders may require identity and age verification.

Adult-signature service may require valid government-issued ID to verify that the recipient is at least 21. If no eligible adult is available, the carrier may arrange redelivery or local pickup.

Eligible purchases earn points based on membership level: Silver 1 point/$1, Gold 2 points/$1, Elite VIP 3 points/$1. Eligible sign-ups, reviews, and birthdays may earn additional points. Deals and excluded products may not earn points. See our Rewards Program.

100 points = $1 OFF. Sign in to your rewards account and apply available points toward eligible purchases at checkout. For example, 500 points equals $5 OFF.

No. Membership tiers are based on your total earned points, not the points currently available to redeem.

Reward redemption and promotional codes may have combination restrictions. Review the applicable offer terms and the checkout display before placing your order.

Share your personal referral link. An eligible first-time customer gets 22% OFF their first order, with no minimum spend. After their qualifying order is completed, you receive $15 OFF a $60+ order. See Refer a Friend.

Yes. Referral offers exclude Deals, cannot be combined with other coupons, and are subject to eligibility. The referrer’s $15 reward is valid for 60 days. Self-referrals and invalid or refunded orders do not qualify.