Shipping policy
Please Note: Flavored vapor products are not available for purchase by residents of California.
Domestic Shipping
l Free Shipping: Orders totaling $69.99 or more (after discount, before tax) within the US qualify for free shipping. During checkout, eligible orders will automatically display the "Free Shipping" option. This offer is valid for most of the 48 contiguous US States and does not apply to Guam, the US Virgin Islands, Puerto Rico, Hawaii, Alaska, or APO/DPO/FPO military addresses.
International Shipping
l Not Available: We currently do not offer international shipping. Any international orders placed will be canceled and refunded in full. International customers seeking assistance may call us for help finding an authorized local distributor.
Order Processing
l Processing Time: All orders have a processing time of 24 to 72 business hours. Most orders will ship within 48 hours. Once processed, your order will be handed over to our reliable shipping carriers for delivery.
l Order Review: To ensure security and accuracy, some orders may be subject to review. If your order is selected, you will be contacted within the same business day.
l Non-Processing Days: Please note that we do not process orders on weekends or federal holidays. Your order processing will continue on the next business day.
Delivery & Signature
l Required Adult Signature: In accordance with federal laws, all shipments containing e-cigarette products require Adult Signature Confirmation (21+) upon delivery. The recipient must present valid government-issued photo ID to the delivery personnel for age verification.
l Failed Delivery Attempts: If a package is returned due to failed delivery attempts (e.g., no one available to sign), we will process a refund minus a 15% restocking fee and the original shipping cost.
l Carriers & Delivery Timelines: We utilize a reliable shipping network that partners with regional carriers to deliver your packages. Once your order has been processed, you will receive an automated email with tracking information. Please note that chillairlabs.com is not responsible for errors or delays caused by regional carriers. Estimated transit times after processing are:
l West Coast (e.g., Arizona, Nevada, Washington, Idaho): 3-7 business days
l Eastern Half of the US: 11-18 business days
l Route Package Protection: We highly recommend adding Route package protection to your order to cover potential loss, theft, or damage during transit. If your order did not include Route Protection and you encounter such an issue, please contact us at 1-800-768-9982 or email support@chillairlabs.com.
l Lost or Stolen Packages: Refunds or replacements are not provided for lost or stolen packages if Route Protection was not purchased.
l Damaged During Transit: If your goods arrive damaged, please immediately take photos of the damaged items and the invoice included in your package. Email these photos to our Customer Support Team, and we will reorder the damaged items for you.
Returns, Refunds & Exchanges Policy
l Policy Period: To initiate a return or exchange, please contact us within 30 days from the date of purchase.
l Refund Process: Once we receive the returned item(s), we will issue a refund to the original payment method, minus a 15% restocking fee. We strongly recommend insuring the package when shipping it back to us.
l Exchange Process: After your return is received, a customer service representative will contact you to confirm the items you wish to exchange for and will place the new order over the phone. You will be responsible for paying any price difference if the new item is of greater value. Standard shipping fees will apply to all exchanged orders under $80.
Items Not Eligible for Return or Exchange
Per FDA regulations, the following items are not eligible for return or exchange:
l Opened or used e-liquids.
l Products not purchased on chillairlabs.com.
l Opened or used devices/accessories.
l All Puffco products (even if unopened).
l Partially returned or opened sample packs or bundle deals.
l All shipping fees.
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Please Note: You are responsible for the shipping costs associated with returning your item(s) to us. Any packages returned to us by the carrier for any reason will also be subject to a 15% restocking fee and deduction of original shipping costs upon refund.