Refund & Returns Policy
Policy summary
- Purchases are non-returnable. We do not accept returns or exchanges for a change of mind, a flavor you did not enjoy, or an item ordered by mistake. This applies equally to sealed, unopened, and unused devices and pods.
- Defective-on-delivery claims — if a device or pod arrives damaged or does not work, notify us within 3 days of delivery with your order number and a photo or video of the fault. Once the claim is verified, a replacement unit is added to your next order at no charge. Defect claims are settled by replacement, not by refund.
- Lost packages — replaced once the carrier investigation confirms the loss.
Not eligible for a defective-on-delivery claim
- Working products. Opened, partially used, or fully used pods and devices that function as intended are not accepted back, for hygiene and FDA-compliance reasons.
- Flavor preference. Not liking a flavor is not a defect. We recommend ordering a single pod the first time you try a new flavor.
- Late claims. Reports received more than 3 days after delivery.
- Damage from misuse or modification. Devices damaged by water submersion, dropping, exposure to extreme heat, or third-party charger use are not covered.
- Counterfeit or grey-market product. If the QR seal fails verification, the unit was not packed by us — file a claim with the original seller. We will not accept returns of product not purchased through this site.
How to file a defective-on-delivery claim (within 3 days)
- Email service@offstampvapeusa.com with subject line "Defect Claim" no later than 3 days after delivery.
- Include your order number, the SKU of the affected product, and a clear photo or short video showing the problem (plus the underside of the carton if you can read the lot number).
- Describe the issue in one or two sentences (no airflow, no indicator light, leaking, etc.).
- Our team responds within one business day. If the defect is confirmed, a replacement unit ships free inside your next order — you do not need to send the defective unit back.
Lost in transit
If tracking marks the package as delivered but it did not arrive, email service@offstampvapeusa.com within 5 business days with your order number. We open a carrier investigation on your behalf. In confirmed loss cases, we ship a free replacement once the investigation closes (typically 5–10 business days). If the package does arrive but its contents are damaged, file a defective-on-delivery claim as described above (within 3 days, with a photo or video).
Refused or undelivered shipments
If a package is refused at the door or returned to us after three failed delivery attempts, we refund the order amount to the original card minus outbound shipping cost. Free-shipping orders that are refused incur the original shipping label cost as a deduction from the refund.
Questions before you file
The FAQs page answers the most common order and device questions (device troubleshooting, pod compatibility, seal verification). The Help Center covers device setup before you decide it's defective — most "dead on arrival" reports are a fully drained battery from shipping and are fixed by a 15-minute USB-C charge, so charge the device as soon as it arrives to stay inside the 3-day claim period.
For anything else, email service@offstampvapeusa.com. We read every message and reply within one business day.
Choosing what to order next? Compare every option in the Off Stamp flavor catalog, return to the Off Stamp Vape store, or buy locally through our off stamp nearby finder.