FAQ AND SUPPORT | DISPOSABLE POD
1、Order And Stock Issue
2、Payment and Support Issue
ORDER AND STOCK ISSUE
Customer cannot change the item in the order once payment is completed.
Please contact our customer service to help change it for you. However please note we can only help to change the item before the package is processed by the shipment company.
If there is any price difference, we will either refund it for you after the order is shipped out or ask you to pay for it if the new item is more expensive. We can only arrange shipment once we receive the complete payment.
Customers can disregard an unpaid order if they do not want it anymore.
After payment is completed, customers can contact our customer service to help cancel the order before it is processed by the shipment company.
Once the package is shipped out, no one can cancel the order in such cases.
We can only help to change the shipping method before the shipping company sends the package out. Therefore we advise you to contact us within 24 hours to inform us which shipping method you would like to choose. If there is any price difference, we will either refund it for you or ask you to pay for it. We can only arrange shipment once the complete payment is received.
Disposablepod offers two kinds of shipping methods that can reach most countries in the world. However please firstly make sure E-cigarettes and E-liquids are permitted to be imported in your country. Add items to your cart and you can check all the available shipping methods after filling in your delivery address during checkout.
We offer Free worldwide shipping for total value above $69:
Customer can check the shipping fee information during checkout.
With most orders, we can arrange shipment within 48 hours after we receive complete payment.
If unfortunately, the item purchased is not in stock, our customer service will contact you to inform you of the estimated dispatch time and offer solutions.
When the order is shipped out, there will be a confirmation message sent to you. Please also be sure to check your spam/junk folder if it does not appear in your inbox.
Please verify the information at the time of checkout to avoid further issues. If you believe that the email was not received due to the reasons mentioned, please feel free to contact us regarding the matter and we will provide you with your order number along with your tracking number (if the order has already been shipped out).
The item stock availability can be updated and changed at any time due to the popularity and/or supply constraints of some of the products.
If the item becomes restocking, we advise giving the item 3-7 more working days for the process.
If the item becomes out-of-stock, we advise to choose a replacement on the website or consider to cancel the item to get a refund.
Please feel free to contact our customer service to inform us of your decision.
Normally we expect to receive the restocking item in 3-7 working days from vendors. We will arrange shipment immediately once the items are available. If the estimated restocking time is postponed due to some reason, we will send a message to inform customers and offer proper solutions.
Payment and Support Issue
As long as customers register and subscribe to our website.
They will have the opportunity to get coupons of varying value, and we will also push coupons to customers who have subscribed to us from time to time.
Please make sure there is enough money in your payment account when paying for your order.
If the payment failed, please try another payment account to check if the payment can be successful. If the issue remains, please contact our customer service and provide more details of the error message received.
We also advise contacting PayPal or the Payment company to check the issue in detail.
We advise you to check the below information in your own accounts first:
1) Check the order record in “My Orders” in your disposablepod account;
2)Check the transaction record in your PayPal account or payment account to confirm if the payment is successful.
If you cannot find the order record in your disposablepod account, please provide the transaction payment receipt, your disposablepod email account and the items you purchased for our customer service, we will help you check it in detail in our system.
Customer can pay for the order with store wallet. There is no amount limit. Once complete the payment, please contact our customer service to help confirm the payment and change the order status for you. Payment via store wallet is fast, safe, and convenient. If there is any unacceptable behavior in using the store wallet, disposablepod reserves the right to reset the store credits in the customer’s account.
Unfortunately, the coupon code cannot be used after the payment for the order is completed. In this situation, we advise you to place a new order with the coupon code before it expires.
Our Telephone: +86 136 2008 4864 is available for worldwide customers.
Our working time: Mon-Fri. 9:00am-6:00pm, GMT+8 Sat: 9:30am-4:00pm,GMT+8 is for your information.
Customers can feel free to make a phone call to us during the above working time. If there is any issue with your order when we are off work, we advise you to submit a message to our customer support center, we will reply to you within 24 hours.
Please note there can be delays between the scanning event and the shipping company’s updated information online. However, it doesn’t mean we haven’t sent the package out if the tracking result is the number cannot be found or there is electronic information received on the tracking site. We receive the tracking number after the package is sent to the shipping company. In this situation, we advise tracking the parcel online again a few days later. If this status lasts more than three working days after you receive the tracking number, please contact us and we will help you check the status with the shipping company.
Customers are advised to check the address carefully before completing payment. If unfortunately the package is sent to an incorrect address, it is unable for us to change the address after the package is shipped out. In this situation, please contact our customer service, we will help to check it with the shipping company to confirm if the package can be returned and reshipped to the correct address. If there is any extra fee charged by the shipping company in this return and reshipment, customer holds the sole responsibility to pay for these fees.
Please note there can be delays between the scanning event and the shipping company’s updated information online. However, it doesn’t mean we haven’t sent the package out if the tracking result is the number cannot be found or there is electronic information received on the tracking site. We receive the tracking number after the package is sent to the shipping company. In this situation, we advise tracking the parcel online again a few days later. If this status lasts more than three working days after you receive the tracking number, If your parcel is being returned to sender due to any reason such as:
* Denied Due to Customs Charges
* Incomplete/Insufficient Address
* Undeliverable as Addressed
* Prohibited Import / Denied Entry by Customs
* Refused, etc…
Only once the parcel arrives back to our facility and is checked in, will a refund be issued after we confirm the package is in an undamaged and resalable condition. Customers will be responsible for return shipping fees. We cannot be held responsible for delays and transit times if your parcel is being returned.
NOTE: When a parcel is sent back, as no one is essentially covering the return shipment, the destination carrier will send the item back with the slowest and cheapest shipping method to incur the least amount of cost. With that being the case, they will typically hold the parcel until they have enough items to send back at once to make it worth their money. This typically results are longer return transit times.
We offer a three-day guarantee for DOA ( Dead On Arrival ) items. When there is an issue with the item after use, we can offer three-month warranty for defective items. If the items are sealed and not used, we provide 30 days Unconditional Refund Guarantee. For more details, please review our warranty and return.
Please follow two steps:
Try to troubleshoot the item by checking the technical support we provided on the FAQ page. Often we can solve the problem for you without you needing to send anything back. If you cannot solve the issue by yourself with the solutions offered, we advise asking a professional technician to help confirm that the item is faulty instead of being incorrectly used.
Contact our customer service with the order number, item SN number, and necessary photos or videos to describe your issue in detail, we will review your case with the information and offer proper solutions according to our warranty policy for each specific case.
We accept unconditional returns for unopened and unused items within 30 days after receipt. However, the return shipping fee is the customers’ responsibility in such cases and it is non-refundable. If the defective item is within our warranty timeframe, we also accept a return. In this case, we advise you to only return the defective item to save the return shipping fee. Before sending any item back, please contact our customer service to get more instructions at first.
If you meet any of the above situations, please follow the below steps:
*Check the status of your order on Disposablepod , and see if you received any emails from Disposablepod about the order. It’s possible we split your order into more than one delivery to speed things up.
*Contact our customer service to describe the issue in detail: Provide your order number, clearly describe which item(s) is missing/incorrect/broken, and provide some necessary photos or video to display the issue clearly. We can cross-check our inner records.
*Sometimes there can be a claim file from your local post office or shipping company required for the investigation and compensation. Once we confirm there is a mistake in arranging the order, we can offer full compensation for the missing item(s).
*Assuming the incorrect/broken item(s) is/are still in warranty and was/were not physically damaged, you can return the item(s) to us according to our customer service’s advice. The compensation of the return shipping fee will be conducted according to the details in our warranty and return.