FREQUENTLY ASKED QUESTIONS

SO WE CAN ASSIST YOU FURTHER, PLEASE SELECT FROM THE BELOW TABS


CAN I CHANGE MY ORDER?
We can change or cancel your order if the order has not been processed. Once processed, your order is ready to deliver and we cannot make any further modifications. Please keep in mind that our fulfillment department works hard to ship out all orders made before 2:30pm on the same day. Contact us at your earliest convenience by submitting a ticket, select "Order & Billing", make sure to include your order number so we can process your order properly and timely.

I DIDN'T RECEIVE MY CONFIRMATION EMAIL, DID MY ORDER GO THROUGH?
If an order is placed successfully at pcktvapor.com, an order confirmation email will be sent to your email account. If you didn't receive the email, check your spam folder. Sometimes the email address provided to us during the order process was wrong, in which case, contact us by submitting a ticket, select "Order & Billing" and provide us your most updated email address. If you receive an error message at checkout yet still see your funds in a "pending" state on your credit card statement, please refer to the below Question.

WHAT TYPE OF CREDIT CARDS DO YOU TAKE?
We accept all major credit cards.

I HAD TROUBLE USING A PREPAID CARD OR GIFT CARD TO ORDER, WHY?
If you have a problem using your pre-paid card or gift card, it's most likely caused by Addresses Mismatch. We (the merchant) have Address Verification Service (AVS) set up to protect you against credit card fraud. The AVS requires that the billing information entered at checkout matches 100% on your card account. If the addresses don’t match, the card may decline. Contact the card issuing bank, register your card if you haven't done so, and make sure the name and address linked to the account are current.

I HAD TROUBLE SING A NON-USA CREDIT CARD, WHY?
We have the Address Verification Service (AVS) set up to protect you against credit card fraud. International customers might experience issues with AVS because your card issuing bank might not always have such feature turned on, making your transaction declined by our (the merchant's) bank. Please contact us by submitting a ticket, select "Order & Billing", make sure to include a screenshot of your order and we'll help to rectify the issue.

MY PURCHASE GOT DECLINED BUT CHARGES STILL APPEAR ON MY CARD?
This occurs when you attempted to place an order online, and the credit card declines for some reason but your bank account shows that the charge went through.
Here's how the whole process works. When you place an order at PCKTVapor.com, the transaction was approved by your bank, then sent to our (the merchant's) payment gateway. Our payment gateway, however, declined the transaction because of the security settings such as address or zip code verification. This is one of the ways that payment gateway protects you from fraudulent activities. The whole transaction is eventually declined because one of the steps didn't go through.

At your side, you'll see a charge posted in your bank account. Such charge shall be on "pending" state and will be removed after 2 - 7 business days depending on your credit card issuing bank.  

At our side, we'll see a "declined" transaction, no funds will be deposited into our account and no order will be created.

This is how banks work and we have no control over it. Give it a few days and check back to your account, you'll be able to see the transaction removed.

I SUBMITTED THE PAYMENT BUT I GOT AN ERROR MESSAGE, WHAT DO I DO NOW?

Here are the most common error messages and how you can correct them: Decline, Serv Not Allowed, Invalid Trans, or Do Not Honor. Each of these is a type of error that is sent by your card provider. For whatever reason, the bank or card provider is declining the transaction. It is recommended that you double-check your payment information and attempt to submit it again. If the error is persistent, please contact your bank or credit card provider.

-Invalid Card Number/Card No. Error: This error indicates that you did not enter your credit card number correctly. Please double-check the card number, and attempt payment again.

-Expiration Date: Your expiration date was not correctly entered or not entered at all. Please double-check your expiration date, and try again.

Invalid Card Type or Card Type Refused: This error indicates that the card type is not accepted. We accept Visa, MasterCard, American Express and Discover.  

-AVS mismatch: This error occurs when the billing address provided during checkout does not match the billing address that you have on account with your credit card company or card-issuing bank. This Address Verification Service (AVS) is used to protect you against credit card fraud. Please contact your bank and double-check the address you have on the card, and try again. If you address matches the bank record but the card still cannot go through, contact us by submitting a ticket, select "Order & Billing", make sure to include a screenshot of your order and we'll help to rectify the issue.

-INVALID C_STATE: This is one of the AVS mismatches errors. It occurs when the state information entered during checkout does not match the state you have on account with your credit card company or card-issuing bank. Sometimes our international customers may experience this issue even if the correct state was entered. Please double check to see if you accidentally enter space, dash or other signs incorrectly. This information need to match your bank record 100%. Please contact your bank and double-check the address you have on record on the card, and try again.

-INVALID C_ZIP: This is one of the AVS mismatches errors. It occurs when the zip code entered during checkout does not match the zip you have on account with your credit card company or card-issuing bank. Sometimes our international customers may experience this issue even if the correct zip code was entered. Please double check to see if you accidentally enter space, dash or other signs incorrectly. This information need to match your bank record 100%. Please contact your bank and double-check the address you have on record on the card, and try again.

-Declined CVV2/CID: You did not enter the correct CVV code for your credit card. The CVV code is the three-digit number on the back of the card. Please double-check the CVV code, and try again.


WHEN WILL MY ORDER BE SHIPPED?
At PCKT Vapor, we work diligently on processing your order. We usually ship out the same business day for orders placed on business days (Monday – Friday, except holidays) before 2:30pm PST, but can take up 1-2 business days to process. Occasionally we have delays if order volume surges. If you wish to obtain a guaranteed delivery date, please choose an upgraded shipping method. A faster shipping method does not guarantee a faster processing time; it only changes the speed USPS will be able to deliver it.

HOW LONG DOES SHIPPING TAKE?
We use USPS as our preferred courier in USA. Orders to APO/FPO addresses may take longer than the standard shipping options. We use DHL as our preferred courier for international orders, all DHL shipments requires signature.

IS U.S. SHIPPING DISCREET?
Yes. Your orders will always be shipped in plain, unmarked envelope or box, neither of which contain any information about the contents inside.  

CAN YOU SHIP TO A P.O. BOX?
Yes. USPS offers delivery service to P.O.Boxes.

WHO PAYS CUSTOMS AND OTHER FEES FOR INTERNATIONAL SHIPMENT?
All orders are shipped out from USA. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.

WHAT IF THE PACKAGE IS LOST?
Our free shipping service doesn't include signature confirmation. However, you can select such service at checkout. We strongly recommend the use of signature confirmation to prevent lost or stolen package. When the package is processed properly and handed over to the courier, it's beyond our control and the courier becomes accountable for the package. We will not be held responsible for lost or missing packages. If a package is lost or missing, kindly contact your courier immediately to locate your package.

WHAT IF THE PACKAGE IS DAMAGED?
If you delivery information is incorrect, your package will most likely be returned to our office. We will contact you for correct address and send the package to your updated address. Please beware that we'll charge for the shipping costs of the second shipment ("return to sender" package) therefore we ask you to carefully check your name and address before submitting the order.

CAN I TRACK MY ORDER?
Once your order has been shipped, we will notify you via e-mail of the shipment status and tracking information. If you couldn't find the email, please check your spam folder. If you accidentally provide the wrong email address to us, contact us by submitting a ticket, select "Shipping", make sure to include your order number so we can timely handle your request.

WHAT ARE YOUR OFFICE HOURS?
Our office is open Monday through Friday from 8 am to 5 pm Pacific Time except the following federal holidays:

New Year's Day (January 1).

Birthday of Martin Luther King, Jr. (Third Monday in January).

Washington's Birthday (Third Monday in February).

Memorial Day (Last Monday in May).

Independence Day (July 4).

Labor Day (First Monday in September).

Columbus Day (Second Monday in October).

Veterans Day (November 11).

Thanksgiving Day (Fourth Thursday in November).

Christmas Day (December 25).


HOW DO I RETURN AND GET A REFUND (IF APPLICABLE)?
Contact us by submitting a ticket, select "Return & Exchange". Make sure to include your order number as proof of purchase is required to verify eligibility. You will receive a reply within 1-3 business days. After hearing from our support team, you should mail the returned product to:
30 Lindbergh Ave. Livermore, California 94551.  
Note that:
◦ Item(s) must be in original, brand new condition, in the original packaging.

◦ Item(s) must be shipped back within 14 days of the original purchase date.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

HOW DO I EXCHANGE (IF APPLICABLE)?
Contact us by submitting a ticket, select "Return & Exchange". Make sure to include your order number as proof of purchase is required to verify eligibility. You will receive a reply within 1-3 business days. After hearing from our support team, you should mail the exchanged product to:
30 Lindbergh Ave. Livermore, California 94551.  
Note that:
◦ Item(s) must be in original, brand new condition, in the original packaging.

◦ Item(s) must be shipped back within 14 days of the original purchase date.

Once your item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If you are approved, your exchange item will be processed and shipped with email notification. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
 

WHAT PACKAGE DO I USE TO RETURN/EXCHANGE?
Contact us by submitting a ticket, select "Warranty". Make sure to include your order number , product and a detailed description of the issues so we can start the warranty service. Videos or pictures are recommended if available. If you purchased through our authorized dealer, please include a copy of the receipt as proof of purchase is required to verify eligibility. You will receive a reply within 1-3 business days to coordinate a replacement or refund. After sending in your defective parts, please allow at least 5-7 business days for processing.


HOW DO I OBTAIN WARRANTY SERVICE?
Contact us by submitting a ticket, select "Warranty". Make sure to include your order number , product and a detailed description of the issues so we can start the warranty service. Videos or pictures are recommended if available.

If you purchased through our authorized dealer, please include a copy of the receipt as proof of purchase is required to verify eligibility.

You will receive a reply within 1-3 business days to coordinate a replacement or refund. After sending in your defective parts, please allow at least 5-7 business days for processing.

MY DEVICE STOPPED WORKING. I TWEAKED IT BUT IT STILL DOESN'T WORK, HOW DO I GET WARRANTY?
Please do not tamper with your device in any way as this will void your warranty. If you experience issues with your device, contact us by submitting a ticket, select "Warranty". Make sure to include your order number, product and a detailed description of the issues so we can help addressing the issue. Videos or pictures are recommended if available.

I GOT MY DEVICE FROM EBAY, HOW DO I GET WARRANTY?
As stated in our warranty policy, We cannot offer warranty services on any PCKT branded items sold from any marketplace-style sites including, but not limited to, eBay, Amazon, Bonanza, Alibaba and Rakuten.