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Shipping

Notice:

Global Free Shipping: We ship all the free shipping items by Hongkong Air Mail package, unfortunately no tracking numbers are available. Normally 7-15 days to major destinations.

Please ONLY contact us for shipments if you shipment has not arrived within 20 days, at first you should contact your local post office, tell them your package from Hongkong Air Mail, we are unable to answer any questions about your shipment as soon as it is in the hands of the Postal services. We have no tracking numbers available and have no means of tracking your shipments of  the free shipping items.

How To Ship Goods From E-Cigarette-Mart

How Fast Can I Get My Products?
How Are Goods Shipped?
Receiving Your Delivery
Shipping Costs
Customs
Returns & Refunds
Small Print

"Shipping from China is cheaper and faster than you think!"

  • You don't need to be an expert to start importing from China...
  • ... Just add the products you want to the shopping cart, hit "check out", and you'll see the shipping rates.
  • Once you complete the payment, we'll ship the goods out to you ASAP.
  • The goods are shipped from China direct to your doorstep in a matter of days. It's as safe and easy as anything!

How Fast Can I Get My Products?

  • The time from when you pay to the time when you (or your customer) receives the goods is typically 6-10 days. See below to find out details.
  • Your wholesale electronics orders will be Quality Controlled, Packed, and Dispatched within 6 days of payment (usually faster).
  • After we send out your goods, we email you the courier tracking number within 1 working day.
  • Transit time from China to your delivery destination, including delivery by courier to your door, is normally only 3-5 days.
  • If you need help tracking your delivery, or have concerns about a delivery time, we'll be on hand to answer your questions. Use the website Live Chat or click "support" at the top of any E-Cigarette-Mart.com page.

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How Are Goods Shipped To Me From China?

  • We'll ship your goods to you by air express courier.
  • The choice of courier varies according to country, but most countries currently have a choice of some or all of: DHL, FedEx, TNT and UPS. China EMS is also available for certain countries.
  • Small orders can also be shipped very cheaply by Hongkong Air Mail. The option will appear automatically in the checkout if your goods weight is not too high.
  • For bulk orders we can also arrange to make the goods available at our warehouse for your own forwarder to collect, or we can offer good freight rates for bulk air shipment or sea freight.
  • Air express courier: after dispatch from the E-Cigarette-Mart warehouse in Shenzhen, China, the shipment goes to the airport in Hong Kong or in Guangzhou, and goes to your nearest major logistics hub. From there the goods are delivered by the courier's local services.
  • Customs clearance paperwork and procedures are handled by the courier. They may need to contact you in certain cases to confirm details of a shipment. In any cases where additional paperwork is required for customs clearance, E-Cigarette-Mart will assist as much as possible.
  • In certain countries, courier packages are subject to abnormal delays due to Customs inspection. In these cases we also offer a special China Express Air Mail service for no extra charge. Please enquire if you believe this applies to your country.

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Receiving Your Delivery

  • Couriers require a signature from the recipient for delivery, and this is a fast and secure way to have your products delivered.
  • It is essential you provide a full, accurate shipping address, and a valid delivery phone number. If you are drop-shipping, this means your customer's phone number.
  • If there is VAT or any Import Duty to pay on the goods due to your country's import rules, the courier will present you with a bill at the time of delivery. In general you will need to pay any such bill to the courier before you can receive the goods. Any such charges are your responsibility and unfortunately we cannot offer advice or estimates about import fees or other taxes in your country.
  • If you believe your package is missing items, includes incorrect items, or has been damaged or tampered with in any way, it is essential that you communicate this clearly to the courier company's delivery driver at the time of delivery. If you accept delivery and sign for the goods it is much more difficult to pursue a claim later.

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Shipping Costs

  • All our shipping fees are calculated automatically according to either the actual kg weight of the goods or the goods' dimensions, plus the delivery location.
  • The Air Waybill (formal shipping document) that accompanies your goods may show a kg weight that is less than the shipping band that you paid for. This happens when the item is light but bulky, so the shipping band is calculated by dimensions, not actual weight.
  • The prices depend on the different rates of the shipping companies and are subject to change without notice. We're constantly working on lowering the shipping prices for you though!
  • All orders must be fully paid in advance, including shipping. Shipping charges are not refundable except in cases of wrong delivery.
  • If a delivery is confirmed lost, stolen, or damaged before receipt, we will work with the courier directly to obtain information, and arrange a refund or re-delivery at no further expense to you.

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Worldwide Shipping and Legality

  • We offer shipping worldwide to almost all locations on the planet. (We reserve the right to cancel and refund orders at our discretion, for example where shipping to a remote area is not feasible for any reason.)
  • Please note that you are responsible for finding out in advance about the legality of importing your ordered items in your country - and about the legalities of importing goods into your country per se. We are not responsible for confiscated items by your local authorities or any associated costs incurred. Please read the full small print below!
  • Customs clearance is undertaken by the courier in the delivery destination country (and in certain cases, in the en-route country). You must be available for contact by them, in the event of any query or clearance confirmation. You are responsible for knowing the regulations in your delivery country before placing your order.

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Returns and Refunds

  • All our products come with a 12 month warranty.
  • This means if there is a quality defect that causes the device to be unacceptable for sale or unusable during the 12 months after dispatch from our warehouse, we will accept a return and either repair the item, replace the item with an identical new item, replace the item with an equivalent item that you accept, or offer credit or a refund.
  • If you experience any problem with a product bought from E-Cigarette-Mart, contact us first and we will do our best to advise you.
  • Any returns must be discussed with E-Cigarette-Mart Customer Support in advance, and authorized so they are sent with the correct paperwork.
  • All returned products must be sent together with the original packaging and accessories unless an exception is agreed in advance.
  • In the event of any returned goods where you are requesting a repair / replacement / refund under the warranty, your shipping costs returning the products to the E-Cigarette-Mart warehouse in China are payable by you, and cannot be compensated by E-Cigarette-Mart.
  • Physical damage to a product caused by the user invalidates the warranty. Opening products up, e.g. to repair or modify components, invalidates the warranty. Flashing the firmware or using non-approved software invalidates the warranty.

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Read The Small Print!

  • Before you read the small print: Importing is a breeze in most countries! You may have to pay your own country's VAT (i.e. Sales Tax) and sometimes variable Import Duty when the items arrive, but in the vast majority of cases packets / cartons delivered from China by courier arrive safely with no problems at all!
  • Read the item description carefully! We will ship you whatever you order. Although we do assist you by manually checking all orders to screen possible region / compatibility inconsistencies, we do not accept returns of healthy products which were simply mis-ordered by you. If you are in an NTSC video color region, don't order PAL products for your market. Check if your locality has free DVB-T broadcasts before buying DVB-T digital TV receivers. If the driver's seat is on the left, don't order left side passenger sun visor Car DVD Monitors! Duh!
  • Additionally, there are some (cool) types of gadgets including for example (but not limited to) radio signal jammers, high powered lasers, and quasi-medical products, that are not legal (booo!) to import into certain countries. As the buyer / importer it is entirely your responsibility to find out in advance of placing your order whether your ordered items are subject to import restrictions. E-Cigarette-Mart will ship you whatever you order, so we do not accept liability in the case of failed delivery of goods, where they have failed to clear your country's local Customs - either in cases where the goods are turned back, or in cases where the goods are seized. In addition E-Cigarette-Mart is not responsible for informing you of possible import restriction issues before or after purchase.
  • We will not be responsible for any damage that may be caused on your computer, console, or other hardware / software during / related to installation of any of our products. We not be liable for any damage or personal loss due to incorrect installation of our products.
  • Delivery time: If there is a possible delay due to the warehouse being out of stock, we'll contact you by email to discuss sending out your order in separate shipments, changing products, or other options. Larger orders that exceed our stock may take up to 1 week longer to send out, as we have to order from the factory. In such cases we will contact you about any delay. In certain cases, e.g. the first time you try to drop-ship to a different address than your own, we have to complete a verification check with you before processing your order, which can add 1-3 days to the processing time.
  • If you are at all unsure about importing goods from China, start with E-Cigarette-Mart. Your payment is through a safe channel, your delivery is guaranteed, the products are quality assured, and you can begin by ordering only 1 piece as a sample!

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