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Shipping & Customs


Our shipping department is open Monday – Friday.  We are unable to process orders on weekends and major holidays.  Please allow 1-2 business days for processing and packing of your order (business days do not include weekends or holidays).  Shipping time is in addition to processing and packing time.


Shipping fees are determined by the carrier and are charged at the time of shipping. Shipping fees are non-refundable.


Some countries may impose fees and taxes on shipments. These fees are not included in the shipping fee you pay to OnCloud Vapor, Inc. and it is your responsibility to pay them.


OnCloud Vapor, Inc. will make every attempt to ship all products contained within one order at the same time.  Products that are unavailable at the time of shipping will be shipped as soon as they become available.


OnCloud Vapor, Inc., is not responsible for packages lost or damaged in transit.  We will, however, do our best to assist you once you have filed a claim with the carrier:

Deliveries within USA

Please contact the carrier and file a claim. Then contact customerservice@oncloudvapor.com and provide the claim number.  We are happy to assist in locating your package.  Once the carrier pays the claim we will gladly replace or refund your order.

All other countries

Please contact the carrier in your area to file a claim and complete any paperwork they require the intended recipient to complete.


USPS First Class is an UNINSURED shipping service. USPS will not process any claims for lost, stolen, or damaged packages. Selecting USPS First Class shipping for your order means you agree to ship an uninsured package and you understand OnCloud Vapor, Inc. is unable to assist or replace your products if the package is lost, stolen or damaged in transit.  Please be advised USPS does not guarantee shipping times or delivery dates, and shipping can take up two weeks or more.  


OnCloud Vapor, Inc. is not responsible for orders that are shipped to freight forwarders. Selecting to have your order shipped to a freight forwarder means you understand OnCloud Vapor is unable to assist or replace your products if the package is lost, stolen or damaged in transit.  If you have issues with an order using a freight forwarder, please contact the shipping carrier or freight forwarder for assistance.  


Please inspect your order as soon as possible upon receipt. Requests to correct fulfillment mistakes must be received by OnCloud Vapor, Inc. within 72 hours of delivery.

If there are any issues with your shipment, please save all external and internal packaging materials, packing slips, and any other document inserts. Please contact customerservice@oncloudvapor.com as soon as possible regarding any errors. 


What Information Do I Need to Provide?

  • Photocopies of all shipping documents and packing slips
  • Information on what products are missing/wrong
  • If applicable, photocopies, photographs or video of the issue


What happens next?

Customer Service will create a ticket in our system and work with you until resolution of the issue.