Frequently Asked Questions.

01. The order

When will I receive my order?

When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. 

Is it possible to cancel my order after I have placed it?

At Boise Vape and Glass, we are committed to providing our customers with a swift and efficient service. Once an order is placed, it immediately enters our processing workflow to ensure that it is packed and shipped as quickly as possible. This streamlined process is part of our commitment to delivering an exceptional customer experience, ensuring that your products arrive in a timely manner.

Due to the speed at which our processing occurs, we are unable to accommodate cancellations once an order has been confirmed. This policy is in place to avoid disruptions in our fulfillment operations, which could lead to delays not only for the order in question but also for other customers’ orders.

We understand that this policy might cause inconvenience in certain situations. We recommend that customers review their orders carefully before submission to ensure accuracy. In the event that you have any concerns or require adjustments to your order, we encourage you to contact our customer service team immediately. While we cannot guarantee cancellation after confirmation, we will do our best to accommodate your needs within the constraints of our operational processes.

This policy also underscores our dedication to reducing waste and enhancing efficiency within our supply chain, ensuring that every order is handled with the utmost care and precision from the moment it is placed until it arrives at your doorstep.

Thank you for choosing Boise Vape and Glass. We appreciate your understanding and are here to assist you with any questions or concerns you may have regarding our order policy.

When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.

02. Shipment

What happens if my items arrived damaged?

At Boise Vape and Glass, we strive to ensure that all our products reach you in perfect condition. However, we understand that, despite our best efforts, there may be occasions when an item arrives damaged. In such cases, we are committed to providing a straightforward and supportive resolution process to address any issues promptly and efficiently.

Here’s what to do if your item arrives damaged:

  1. Report the Damage Immediately: Please contact our customer service team as soon as you discover the damage. We kindly ask that you report any issues within a specific timeframe from the delivery date, typically within 48 hours, to ensure a timely resolution.

  2. Provide Proof: For us to better understand the extent of the damage, we request that you send clear photographs of the damaged item, including any relevant damage to the packaging. This documentation is crucial for us to assess the situation and take appropriate action.

  3. Review and Resolution: Once we receive your damage report and accompanying evidence, our team will promptly review your case. We’ll determine the best course of action, which may include replacing the damaged item at no additional cost to you or offering a refund for the item’s value.

  4. Return of Damaged Goods: Depending on the situation, we may ask you to return the damaged item to us. If a return is necessary, Boise Vape and Glass will cover any associated shipping costs. We’ll provide you with detailed instructions on how to proceed with the return.

  5. Replacement or Refund: After reviewing the case and, if applicable, receiving the returned item, we’ll proceed with sending a replacement or issuing a refund. Our goal is to resolve the matter to your satisfaction as quickly as possible.

Our Commitment to You:

Boise Vape and Glass is dedicated to ensuring a positive shopping experience for all our customers. We understand the frustration that receiving a damaged item can cause, and we’re committed to resolving such incidents with your satisfaction as our top priority. Our customer service team is here to assist you every step of the way, providing clear communication and support.

Should you have any questions or need further assistance, please do not hesitate to contact us. We value your business and are here to help ensure your experience with Boise Vape and Glass is nothing short of excellent.

03. Returns, exchanges and complaints

At Boise Vape and Glass, we strive to ensure that all our products reach you in perfect condition. However, we understand that, despite our best efforts, there may be occasions when an item arrives damaged. In such cases, we are committed to providing a straightforward and supportive resolution process to address any issues promptly and efficiently.

Here's what to do if your item arrives damaged:

  1. Report the Damage Immediately: Please contact our customer service team as soon as you discover the damage. We kindly ask that you report any issues within a specific timeframe from the delivery date, typically within 48 hours, to ensure a timely resolution.

  2. Provide Proof: For us to better understand the extent of the damage, we request that you send clear photographs of the damaged item, including any relevant damage to the packaging. This documentation is crucial for us to assess the situation and take appropriate action.

  3. Review and Resolution: Once we receive your damage report and accompanying evidence, our team will promptly review your case. We'll determine the best course of action, which may include replacing the damaged item at no additional cost to you or offering a refund for the item's value.

  4. Return of Damaged Goods: Depending on the situation, we may ask you to return the damaged item to us. If a return is necessary, Boise Vape and Glass will cover any associated shipping costs. We'll provide you with detailed instructions on how to proceed with the return.

  5. Replacement or Refund: After reviewing the case and, if applicable, receiving the returned item, we'll proceed with sending a replacement or issuing a refund. Our goal is to resolve the matter to your satisfaction as quickly as possible.

Our Commitment to You:

Boise Vape and Glass is dedicated to ensuring a positive shopping experience for all our customers. We understand the frustration that receiving a damaged item can cause, and we're committed to resolving such incidents with your satisfaction as our top priority. Our customer service team is here to assist you every step of the way, providing clear communication and support.

Should you have any questions or need further assistance, please do not hesitate to contact us. We value your business and are here to help ensure your experience with Boise Vape and Glass is nothing short of excellent.

Can I return my vape that is auto-firing?

At Boise Vape and Glass, we prioritize the safety, satisfaction, and trust of our customers in all our operations. Due to the nature of auto-firing vape devices and the potential risks associated with their malfunction, we have established a policy of not accepting returns for such items. This policy is rooted in several key considerations:

  1. Safety Concerns: Auto-firing, where a vape device activates on its own without user interaction, can be a sign of a significant malfunction. Returning such devices poses safety risks during transportation and handling. Our policy aims to prevent any potential hazards to our customers, employees, and shipping partners.

  2. Hygiene and Health Regulations: Vape devices are personal use items closely associated with an individual's mouth and breath. Once a device has been used, accepting it as a return can raise hygiene concerns and contravene health regulations, especially in the context of communicable diseases.

  3. Quality Assurance: To ensure that all our customers receive products of the highest quality and in perfect working condition, we cannot restock or resell returned devices that have experienced auto-firing issues. This measure helps maintain our commitment to quality and customer satisfaction.

  4. Manufacturer Warranty Support: In cases of auto-firing, the issue often falls under the manufacturer's warranty. We encourage customers to contact the manufacturer directly for warranty support, as manufacturers are better equipped to handle such malfunctions, including providing repairs, replacements, or refunds according to their warranty policies.

  5. Prevent Misuse: This policy also helps prevent the misuse of return policies, ensuring that all returns are genuine and based on valid reasons unrelated to device malfunction that could be addressed through warranty services.

Support for Customers with Malfunctioning Devices:

We understand the inconvenience and concern that a malfunctioning vape device can cause. While we cannot accept returns for auto-firing vapes, our customer service team is dedicated to assisting customers in navigating the manufacturer's warranty process. We can provide guidance on how to contact the manufacturer for warranty claims, offer advice on troubleshooting the device (when applicable), and, when possible, facilitate communication between the customer and the manufacturer.

Our goal at Boise Vape and Glass is to ensure a positive and safe experience for all our customers. We appreciate your understanding of this policy, which is designed to uphold the highest standards of safety, quality, and customer satisfaction. If you have any questions or need assistance with a malfunctioning device, please do not hesitate to contact our customer service team.