Payments, Warranty and Returns
Credit Card Payments
Warranty and Returns
We accept VISA and Mastercard only for credit card transactions.
For credit card transactions to be successful, the billing address for account with us MUST match that of the credit card for the transaction to be successful. Otherwise, you will receive an "avs failed" error message.
Interac E-Transfer, for more details on this form of payment please visit HERE. Instructions will be left at checkout.
Warranty and Returns
Please note that STLTH warranties their devices directly. Warranty can be claimed only by email and cannot be claimed though any retailers. STLTH warranty policy can be found here. To submit a warranty claim, please visit https://stlthvape.com/pages/warranty-center.
We have adopted industry standard policies for warranties and returns on certain products. Our policy is very similar to almost every major vendor in the electronic cigarette industry, and very seldom will we deviate from this policy. Please read and understand this policy before contacting us regarding any issues. The warranty policy on this page applies, unless otherwise stated within the product listing. For example: coils, pods, drip tips (except DHD), and blowout items are not covered under warranty.
Dead on Arrival (DOA). This means the product you received was defective from the start and did not work whatsoever. For this we will replace your product with a new one. Just let us know you received a defective device and send it back to us. It is highly recommended if you are going to vape for an extended period of time to purchase an ohm meter of some sort to test your devices. They are very inexpensive and will save you a lot of headaches as you begin to receive your vaping products. If you have placed liquid in your device, we will not accept the return under any circumstances. If you sent it back to us and we determine that you have put liquid in the device, we will not issue a refund. This applies to the customer trying to clean the device before shipping it back us.
We must be notified within 24 hours of you receiving these devices that they are Dead on Arrival (DOA). If you put liquid in the device and use it for 1 hour and it shorts, burns out, or just quits working, the device is not covered under the warranty. If you purchase bulk devices and store them away for a month, this is not covered under the warranty policy.
There are too many variables for us to determine what could go wrong with these devices. We do know that as the industry has progressed in technology, there is a lower failure rate. These devices are manufactured by humans and there are going to be some defects. It is up to you to determine within 24 hours whether or not it is defective and notify us via email of the defective product.
Should your device fail to operate properly due to manufacturer defect within 30 days from date of delivery, please contact us immediately. We can not honour our 30 day policy if we are notified of manufacturer defect beyond 30 days. The product must be returned to us with all original packaging and its original contents. Once we have received and inspected the product, and have determined there is a manufacturer defect, we will ship you a replacement.
Beyond 30 days, please contact the manufacturer. Some manufacturers require that you register your product with them in order to obtain warranty. This is to ensure that you have an authentic product, so they may honour their warranty terms. Most manufacturer warranties are between 90 and 180 days, with the exception of some honouring a full 1 year. Please consult the documentation within your device packaging for more information.
Eliquid, closed pods, and disposables are not covered under warranty.
Understand that if we make a mistake on a shipment, we will pay for shipping back to our facility. We will send you pre-paid postage to your email for you to return the product that was shipped incorrectly. Once we receive the wrong item shipped, we will ship the correct product to you. We cannot send your intended product until we receive the wrong product. UNDER NO CIRCUMSTANCES WILL WE SHIP ANY PRODUCT OUT BEFORE WE RECEIVE THE WRONG PRODUCT SHIPPED.
Returns: If you change your mind about the product you received, you may return UNOPENED and UNUSED items for a refund minus 20% restocking fee within 30 days of purchase. You will be responsible for the shipping charges to us, and package MUST be trackable. A photo of the shipping label with tracking number clearly visible must be emailed to us. We will process the refund once we are in receipt of the returned item(s). Shipping charges are NON-REFUNDABLE. You may not return e-juice, liquid products, or opened cartridges.
E-cigarettes are consumable products just like real cigarettes. Continuing to use the e-cig will require replacing atomizers, batteries, and e-liquids, just as if you were smoking real cigarettes. Most users save about 50% when compared to traditional cigarette smoking.
Atomizers: Atomizers require replacement depending on how much you use your e-cigarette. The average user will go through 2-4 atomizers per month. The way your atomizer tastes is out of our control: therefore, any complaints related to taste are not warranted. We carry an industry standard warranty on all of our products. These are man-made products from China and there is a chance that there will be defective products. It is up to you to test your product when you receive it. We always try to make sure everything is in good working order before you leave our store — i.e., we test fire all set ups and products if you allow us the time to do so. If not, the above information applies.
If you would like to return a product, please contact us immediately. Please provide as many details as possible, including ORDER#, Full Name, Address, Phone Number, and REASON for the return.
Also, you MUST ship in a bubble mailer or suitable packaging so that the package and its contents arrive unbroken. If it is NOT protected and we receive damaged product, YOU WILL NOT GET A REFUND. We cannot be responsible if the package was not sent with adequate protection. In-store purchases will be treated the same as above.
All clearance, final sale, or "as is" marked items are nonrefundable and ineligible for returns, refunds, or exchanges.
We also cannot accept returns of atomizer tanks, rebuildable atomizers (unless DOA), mods that contain no electrical components, battery cells, replacement parts, accessories and electronic cigarette liquids.
Our 30-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.