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FAQ

Giant Vapes Frequently Asked Questions (FAQ)


Click on a question to jump to an answer.

How can I contact Giant Vapes?
I don’t see my favorite e-juice on the site anywhere. When will you start carrying my favorite e-liquid maker’s e-juice line?
I’m an e-juice maker/vendor. How do I sell my e-liquid through Giant Vapes?
I own a vape shop. Can I buy products from you at wholesale prices?
Do you ship to APO & FPO addresses?
Help! There’s a problem with my order. How do I return a product?
I heard about e-juice cracking some kinds of tanks. How do I know if an e-liquid will crack my tank?
Help! I’m new to e-cigarettes and vaping! Where do I start?
How should I store my e-juice?
Should I steep my e-liquid? How do I do it? 
Some vendors offer different VG/PG blends. Do you offer different e-juice ratios here?
What is your shipping policy?

 

How can I contact Giant Vapes?

Many ways!

We’re very open to feedback. If you have any suggestions, feel free to send a message to us HERE.

If you have general questions that are not answered here in the FAQ, or other non-sales/service-related questions, just contact us HERE

Are you having issues with your order? Broken e-liquid bottle? Mod not working properly? If so, contact our customer service team at http://www.giantvapes.com/contact-us/ or call us at 855-482-7375, extension 1 and we’ll be happy to help. You can also email us directly at cs@giantvapes.com if the customer support page isn't working for you.

If you are interesting in selling your e-juice through our site, you can fill out our vendor interest form HERE.

You can also call us at 1-855-GVAPES-5 (1-855-482-7375) and dial extension 1 for customer service, extension 2 to place an order over the phone, or extension 3 for wholesale & distribution.

We’ve got a live chat option as well! Just click the tab in the bottom left corner of your screen (where it says “Have a question?”) during customer service hours (9AM - 6PM EST on weekdays, 9AM - 2PM EST on Saturdays) and one of our customer service team will be there to answer any questions you might have.

 


I don’t see my favorite e-juice on the site anywhere. When will you start carrying my favorite e-liquid maker’s e-juice line?

Well, that’s a great question. It depends on a number of factors, including your favorite e-juice maker’s willingness to work with Giant Vapes. The best thing to do is contact them and refer them to us. Have them send us an e-mail HERE

Also, make sure you let us know you want them to sell their product here, as we will reach out to them as well. You can contact us directly here: http://www.giantvapes.com/contact-us/

 

 

I’m an e-juice maker/vendor. How do I sell my e-liquid through Giant Vapes?

If you’re interested in selling your e-juice line through Giant Vapes, we’d love to hear from you! The best way to contact us is by filling out our vendor interest form HERE.

 


I own a vape shop. Can I buy products from you at wholesale prices?

Giant Vapes is a now offering wholesale for many of the brands we carry, with the same commitment to fast shipping and superior customer service you've experienced with Giant Vapes retail! Visit the Giant Distribution web site and set up your wholesale account at www.giantdistro.com! You can also call us at 1-855-GVAPES-5 and dial extension 3 for wholesale and distribution.

 

 

Do you ship to APO & FPO addresses?

We absolutely do ship to APO, FPO, and DPO addresses! Shipments to these types of addresses are eligible for our USPS free shipping options, though FedEx options are unavailable for military mail. When you fill out your shipping address, just be sure to select “United States” as your country and “Armed Forces Europe/Pacific/Americas” as your state to receive the free shipping options for your order. Please feel free to contact our customer service team HERE if you have any questions!

 

 

Help! There’s a problem with my order. How do I return a product?

E-Liquids: No refunds. No returns. Taste is too subjective. Many e-liquids that some find amazing, others dislike, so we cannot offer refunds or returns because you do not like the taste of an e-liquid. We apologize for this in advance.

Accessories, Atomizers, Mods, Chargers, Drip Tips, and Batteries: If one of these products arrives broken or “D.O.A.” (dead on arrival), return it to us and we will replace it at no charge. We’ll even cover shipping both ways. Just contact us HERE when you receive your order and we’ll walk you through the process, including providing a pre-paid return label for the return. Our customer service team will require photos of the item and may ask you to perform a few troubleshooting steps, so it's best to reach out to us when you have the item with you.

Most of our hardware products have a limited warranty covering manufacturer defects.* If there's a problem with your tank or device within 30 days of delivery, please contact customer service HERE with a detailed description of the issue. We will require photos of the defect, and you will need to work with our team to complete our troubleshooting process, so it is best to reach out to us when you have the item with you.

Some hardware sold on Giant Vapes may have an extended or lifetime warranty for manufacturer defects. Please contact us for more information about these specific warranties and replacement policies.

*Note: Hardware warranties cover issues with devices and atomizers. Replacement coils for your tank are not always covered under those warranties.

 

 

I heard about e-juice cracking some kinds of tanks. How do I know if an e-liquid will crack my tank?

If you use an e-liquid delivery system that has some sort of plastic tank, like some clearomizers and rebuildable atomizers, there are some e-liquids that may cause your tank to crack over time. Generally, it’s recommended that you use a device that doesn’t have a plastic tank. Anodized aluminum, stainless steel, and glass are all recommended over plastic.

However, if you do decide to use a device with a plastic tank, you may want to avoid e-juices with citrus, menthol, anise (licorice), or other acidic flavorings, as they may damage some plastics over time.

 

 

Help! I’m new to e-cigarettes and vaping! Where do I start?

Please contact our customer support team if you have questions about vaping! You can call us at 855-482-7375 ext. 1, email us HERE, or use the chat panel at the bottom of your screen! We’ve also got an extended and frequently updated FAQ (just click HERE) that will have lots of information about e-liquids, hardware, and more!

 

 

How should I store my e-liquid?

Ideally, you want to store your e-juice somewhere cool (not higher than room temperature) and dark. Light can adversely affect your e-liquid, and it’s especially important to store them somewhere dark if the bottles are clear.

You also want to keep them away from pets and children, like you would any product containing nicotine. It is a poison, after all.

 

 

Should I steep my e-liquid? How do I do it?

Steeping is the process of aging your electronic cigarette liquid. It is certainly not necessary, but some swear by it.

There are a few different methods to it, but the purpose is to get rid of the “perfumey” flavor/taste some e-liquids (especially citrus) have when they are freshly manufactured. Some vapers recommend letting your e-liquid sit with the cap off to achieve this, but we do not recommend this. E-juice is very easy to contaminate. If the wrong spec of dust gets into your e-juice, it could ruin the flavor for the entire bottle.

Our recommended method is to just let it age naturally with the cap on, and make sure you shake it well before use. If you want to speed up the process a bit, you can let the e-juice “breathe” by opening the cap and exchanging the air between the cap and the e-liquid every few days.

Steeping will also allow any water in the VG (one of the ingredients in your e-juice) to evaporate, thus strengthening the flavor.

The best thing to do is taste your e-liquid as soon as you receive it, then if you find it tastes/smells “perfumey”, or you just don’t enjoy the flavor, steep it for 1-2 weeks and give it another try.

 


Some vendors offer different VG/PG blends. Do you offer different e-juice ratios here?

The VG/PG blend will vary by manufacturer, and sometimes even by flavor. However, we do not manufacture or bottle any e-liquids ourselves, so we are unable to offer custom VG/PG ratios. All of our e-liquids come in the standard VG/PG ratio chosen and blended by the manufacturer, which is listed on the product page for each flavor. You can search for your favorite PG/VG ratio using the “I’m Looking For:” panel on the Giant Vapes home page, if you’re using our site on your computer! If you have questions about the PG/VG ratios in any of the flavors we carry, feel free to ask our customer service team HERE!

 

 

Shipping Policy

 

Turnaround

Orders placed with Giant Vapes will be shipped SAME DAY, if the order is placed from an age-verified account on a weekday before 5pm Eastern Time. Orders will also ship same day if placed from an age-verified account before 2pm Eastern Time on Saturdays.

Otherwise, orders will be shipped the following business day. The exceptions to this are postal holidays, and special circumstances, which will be announced via our social media outlets. If our orders exceed our current capacity and prevent us from meeting this same day/one business day turnaround, we will update the content of this section of our site accordingly.

In order to maintain our same-day shipping guarantee, we are unable to hold or delay shipping on orders by request.

 

Domestic Shipping

Attention Utah and Indiana residents: At this time we are unable to ship to Utah or Indiana shipping addresses. This is due to state legislation that prevents us from shipping products direct to consumer in these states. If any changes occur to legislation in these or any other states, our shipping policy will be updated accordingly. If you are unhappy with this legislation, we recommend contacting your local representatives via http://casaa.org/.

 

Non-Express Domestic orders are shipped with one of two shipping options:

First Class Mail (includes domestic tracking): Delivery takes approximately 3-5 days from ship date for domestic orders*.

Priority Mail (includes domestic tracking): Delivery takes approximately 2-3 days from ship date for domestic orders*.

*The shipping times are NOT guaranteed and may be affected by weather, errors on the part of the postal service, etc. We do guarantee that your package will be shipped in accordance with the Turnaround section listed above, but Giant Vapes cannot control the courier service once the order has been shipped. The exception to this is orders shipped using methods that include a guaranteed delivery date.

 

Express Domestic orders are shipped via Fedex::

FedEx Standard Overnight: Guaranteed to arrive by end of business on the next BUSINESS day (Mon-Fri). If Standard Overnight delivery to your location is not available, we will upgrade the shipment to Priority Overnight at no additional cost to the customer. Note: Domestic Express orders placed between 5pm Eastern Time on Friday and 2pm Eastern Time on Saturday may be shipped via USPS Priority Express rather than FedEx. This is for the benefit of our customers, as FedEx does not pick up or ship Express packages on Saturdays, and packages shipped via USPS Priority Express on Saturdays are Guaranteed to be delivered on Monday.

 

If your Domestic order does not arrive within 2 days of the estimated delivery time, or arrive on the guaranteed delivery day if you chose a shipping option with a guaranteed delivery day, please contact us and we will follow up with the USPS Consumer Affairs office or FedEx Premier Customer Service for you, and handle any potential claims.

 

International Shipping

International orders are shipped with one of two shipping options:

USPS First Class International (Includes tracking, but tracking does not continue once the package has left the US for most countries): Delivery takes approximately 10-21 days from ship date for international orders*. The USPS First Class International shipping option is not available in all countries. If you place an order that exceeds the maximum weight (5 lbs.) for USPS First Class International, your shipping will be upgraded to USPS Priority International shipping at no extra charge.

FedEx International Priority (Includes International tracking): Delivery takes approximately 2-8 business days from ship date for international orders*. Fedex International Priority shipping is not available in all countries. We require customer signature on delivery of FedEx International Priority shipments in some countries.

*International shipping times are NOT guaranteed and may be affected by weather, errors on the part of the postal service/FedEx, customs delays, etc.

 

NOTE TO INTERNATIONAL BUYERS: ORDER AT YOUR OWN RISK! Please make sure you are familiar with your country’s e-liquid and e-cigarette customs/importation laws before ordering from Giant Vapes! We will not be held responsible for orders seized by customs, and we will not falsify customs forms to accommodate any orders. Customs forms will all be marked honestly, with accurate product and product value details in accordance with US Federal Law. In addition, International orders may be subject to import taxes and duty fees. The customer is responsible for paying these charges.

 

International Mail/Freight Forwarding Services

Giant Vapes takes great care in packaging and shipping orders so they arrive safely, and in a timely manner. We guarantee that they will arrive safely and undamaged. However, for customers choosing to ship their order to a mail, package, or freight forwarding service (Shipito, MyUS, MyParcel, etc.) this guarantee is voided once the package arrives safely and undamaged with the forwarding service’s US address. These services typically repackage our products. Therefore, we cannot be held responsible for damages and other issues that occur after initial delivery. Once the order has arrived safely, intact, and in its entirety to the shipping address provided on your order, Giant Vapes is no longer responsible for the delivery of and/or condition of the order, including issues with loss, damages and breakage, customs seizure, missing items, etc.

 

Order Tracking

If a tracking number is provided by the shipping carrier, we will update your order with the tracking information.

If your package is shipped via USPS, you can track your package by entering your tracking number at https://tools.usps.com/go/TrackConfirmAction!input.action

If your package is shipped via FedEx, you can track your package by entering your tracking number at https://www.fedex.com/fedextrack

Note: On international orders, not all shipping methods will continue to track once they leave the US. See International Shipping above for more details.

 


Shipping Rates

The rate charged for the shipping of your order is based on the approximate weight and size of the products ordered, and your location. Before the final checkout you will be shown the cost of shipping, at which point you can choose whether or not to proceed with your order.

 

Giant Vapes now offers a FREE SHIPPING option for ALL order sizes, if the order is shipping to a US address!

 

Free Shipping Options:

Free First Class Mail on orders under $75

Free Priority Mail on orders between $75 and $250

Free Priority Express Mail on orders over $250

 

Pre-Orders

Some products may be purchased as a pre-order with an estimated date of receipt of stock given to you before your order. The estimated date given at time of order is subject to change, as it is only an estimate given to Giant Vapes by a third party manufacturer. Orders of this kind will be shipped within 2 business days of receipt of the items by Giant Vapes from the item manufacturer. If our orders exceed our current capacity and prevent us from meeting this 2 business day turnaround, we will update the content of this section of our site accordingly.