Shipping & Returns
We offer free shipping on almost all items. For a lot of our products, we even offer free USPS Priority, USPS Express, and even Next Day Air. However, due to the new laws and regulation, all items that have teal with nicotine, such as e-cigs, disposables, e-cig coils, and e-juice will require you to pay $9.95. These items must be shipped with an adult signature.
Please note delivery times are not always guaranteed. Once a package leaves our facility, it is hard for us to have control over the package. Most packages will deliver within the time frame. However, due other factors outside our shipping carriers control (weather, rural addresses, natural disasters, shipping facility delays, etc.) the occasional order may arrive outside our shipping estimate. Therefore, we do not offer any sort of refund on shipping. Also keep in mind, weekends and holidays are not considered business days. We always ship packages based on the method that was selected at checkout. If there any delays, that is outside of our control. Please contact USPS or UPS.
Lighter USA Shipping Protection Program
At checkout, you will notice that we have Shipping Protection Program that offers protection of your package while it is being shipped. This is an optional service that insures your package if it gets lost or damaged during transit, based off of your tracking information. If one of these issues do occur, please contact us within 10 days on the date of the last tracking update. Once this is purchased, it is nonrefundable.
Returns & Exchanges Excluding Vaporizers, Electronic Cigarettes, and E-Liquid
We allow returns of all unused and unopened items for 30 days after purchase of your order for a full refund or exchange. No restocking fee is required. To start a return or exchange with us, please click this link to get your return authorized. https://returns.lighterusa.com/ Once you select what you would like to return or exchange, we will approve the return. You then will receive an email with a prepaid return label. Yes, we do pay for the shipping label. We also provide you with an Instant Refund Voucher. You can use this voucher to purchase another item or the same one. You do have 30 days to send the item back. If you do not send the item back, our Return's company will contact you and your account with be flagged with us. Merchandise must be returned exactly as received, including original packaging. Please enclose a copy either of your invoice (that you printed from our web page) or a copy of the order confirmation we e-mailed to you. If the item is in bad shape, missing pieces, and not in the original, you will only be provided store credit. If the item is in good shape, a refund should go back onto the card. Please contact customer service with questions or concerns at 888-575-4460. (M-F 9:00 AM - 5:00 PM - EST) or email us.
Unopened, unused vaporizers are able to be exchanged or returned within 30 days of purchase. Opened, unused vaporizers are able to be exchanged or returned within 30 days. Opened vaporizers will be inspected upon arrival by the returns department, who will determine if a product has been used. REMEMBER! It is really easy for our team to determine if the item has been used and if it has, you will only be offered store credit.
Used vaporizers are ONLY allowed to be exchanged for store credit. All vaporizers come with a manufacturer warranty which varies depending on the manufacturer. Lighter USA is not responsible for replacing defective vaporizer parts. As an authorized retailer on every product that we carry, Lighter USA customers will be completely eligible for any warranty offered by the manufacturer of a product. Specific warranty conditions will vary depending on the manufacturer. Lighter USA will be happy to help our customers get in contact with the manufacturer of their product and to supply warranty information from manufacturers.
Electronic Cigarettes and E-Liquid
Unopened, unused electronic cigarettes and e-liquid are able to be exchanged or returned within 30 days of purchase. Defective electronic cigarette hardware is eligible to be replaced within 30 days if it is a product type that is covered by the Lighter USA 30 day defective replacement guarantee. These parts include Mods, Batteries, and Tank issues which are a result of damage incurred from manufacturer or production issues, and within the shipping process. Cosmetic issues such as scratches, gauges, and cracked tank glass are only eligible for replacement for 7 days after delivery of the product. Coils are not eligible for replacement under the Lighter USA warranty, as they are an item that is expected to be replaced under normal wear and tear. Other issues relating to normal wear and tear that are not covered by the Lighter USA 30 day product guarantee would be damages that occur from misuse of the product and damage to the product which occurred as a result of the user. E-liquid is not eligible for return once opened and used for sanitary reasons.
As for every other product including lighters, cutters, etc., if the item is not received in the same condition it was shipped out in, we are ONLY able to provide you with store credit. If the item is used and we are not able to resell it, store credit is only offered.
USPS tracking information may take up to 24 hours before any status is shown. At times, you may experience your tracking showing "Electronic shipping information received." This simply states that USPS has scanned the package and does not always determine the movement of the package whereabouts.
Butane is a product type which is unable to be shipped via USPS. Butane will be shipped FedEx Smart post. Any extra priority shipping fees charged at checkout for butane shipping beyond the Lighter USA Free Shipping policy will be refunded.
Once Lighter USA has handed the package over to our shipping carriers, it is now their responsibility. Once we package and ship your order, the package is out of our control and there is not much we can do. We do not guarantee transit times.
What if my product is marked delivered, but I never get it? What if my package is lost?
In the event your package has been lost, please file a claim through USPS by calling 1-800-275-8777. A package USPS has marked delivered to the shipping address on file will not qualify for reimbursement. Please email us if you need us to further investigate the issue.
Return to sender Packages
Packages that are returned to us due to an incorrect address provided by customer or are refused will be refunded after arriving back to us.
By agreeing to all of the above, we strongly urge to carefully look at your order before making the final completion of your purchase.