FAQs
Still have questions?
Click below to contact support. Our customer support team is glad to answer any questions you have!
General
My vape has an issue, what should I do?
If you have a problem with any product(s) (e.g., product not working, leaking, etc.) in your order, please contact support.
How do I contact support?
Don't hesitate to get in touch with support via our support contact page.
Shipping & Delivery
How long does shipping take?
After placing the order, orders are processed and shipped within 24 business hours (excl., Saturday, Sunday, and USPS holidays).
First-Class Package:
2-5 Business days, once the package begins transit.
Priority Mail:
1-3 Business days, once the package begins transit.
Ground:
1-5 Business days, once the package begins transit.
3 Day Select:
1-3 Business days, once the package begins transit.
2nd Day Air:
1-2 Business days, once the package begins transit.
After your order has been shipped, you will automatically receive a shipping confirmation email containing your tracking number. You can also track the status of your package via USPS
When will my package ship?
Our shipping department begins packing and shipping orders at 10:15 AM CST Monday-Friday.
Orders placed before 10:15 AM CST Monday-Friday:
Ships same-day.
Orders placed after 10:15 AM CST Monday-Thursday:
Ships next business day.
Orders placed after 10:15 AM CST on Fridays:
Ships the following Monday (excl. USPS holidays).
After your order has been shipped, you will automatically receive a shipping confirmation email containing your tracking number. You can also track the status of your package via USPS
Can I change my shipping address?
If your order has yet to be shipped, your shipping address may be modified. Unfortunately, your shipping address cannot be changed if your order has already been processed and shipped.
Please get in touch with customer support to request a shipping address modification. However, even if your order has yet to be processed and shipped, we cannot guarantee a shipping address change; therefore, we recommend reviewing all order information before completing your purchase.
Payments
What will my bank statement say?
All order payments bill as "Poasis" on your bank statement.
What payment options are available?
You may check out using a debit, credit, or gift card; we accept all major card brands, including:
- Visa
- MasterCard
- Discover
- American Express
We also accept venmo and cashapp!
My payment Is declining?
If your payment attempt is declined, please ensure all entered information is accurate. A common reason is mismatching billing information from what the bank has and what you inputted in checkout. We highly encourage you to contact your bank to resolve this issue; however, please reach out if your payment continues to decline.
Orders
Can I cancel my order?
Yes, we do allow orders to be canceled. However, orders eligible for cancellation must not have been already shipped. Unfortunately, if your order has already been processed and shipped, we cannot cancel your order.
Please get in touch with customer support to request an order cancellation. However, even if your order has yet to be processed and shipped, we cannot guarantee the cancellation of your order; therefore, we recommend reviewing all order information before completing your purchase.
Can I modify my order?
Unfortunately, once your order has been confirmed, we cannot make modifications (e.g., change the product(s), shipping speed, etc.). Therefore, we recommend reviewing all order information before completing your purchase.
Refunds & returns
Do we allow refunds?
Yes, we do issue refunds to our patrons. We issue refunds on a case-by-case basis (e.g., product issue, lost package, etc.).
If a refund is issued, you will automatically receive a refund confirmation email from our payment gateway, Authorize.net, sent to the email address associated with your order. Please check your spam folder if you cannot locate your refund confirmation email in your inbox. Refund will take 3-5 business days (excl., Saturday, Sunday, and bank holidays) to appear back in your bank account.
Do we accept returns?
While we don't accept physical returns, we issue refunds and store credit on a case-by-case basis.
If you have a problem with any product(s) (e.g., product not working, leaking, etc.) in your order, don't hesitate to contact support.