How do I return an item?
If you must return to us anything ordered from this store, first, please email Customer Service to issue an RMA, someone will be glad to help you right away. Please be sure to include your order number. You will need to return the product in its original packaging if there is any issue.
Steven's success rate is 99.9%. In other words, Steve Approved! All products are sold new from the manufacturer and due to the very low prices we charge and the personal nature of the products we sell, all sales are final. Although, we do guarantee your products will not be dead on arrival. That is why we only stock High Quality Brands like Joyetech, Kangertech, Innokin, Vapeonly, Smoktech and Vision, etc.
BEWARE OF KNOCKOFFS!
All sales are final. We do not offer refunds or exchanges on any of our products regardless of whether they have been used or not. Please choose carefully. If you have any questions about our products, please contact us by email, live chat, or phone us at 877.304.7377 before placing any order. We are glad to answer any of your questions.
If the item was damaged in shipping or appears to have a manufacturing defect, please contact Steven's Wholesale before sending a return. Please provide in your message a photo of the damaged/defective product and a brief description of the damage/defect.
DOA and Wrong Item/Wrong Order Claims
Please contact our customer service team by e-mail with a description of the problem along with your order number (by the allotted time listed below). Your order number can be found on your receipt. If the issue cannot be resolved by email, we will send you instructions on how to send the item back for replacement along with a return authorization (RMA) number. Replacements are ONLY shipped after the defective item(s) is/are shipped back to us. "Dead on Arrival" (DOA) and "Wrong Item" claims must be reported to us within 24 hours from the delivery time of the item to you. No exceptions.
There is a 15% restocking fee for any Wrong Order Claims issued an RMA if the part you ordered wrong is returned. Steven's Wholesale strongly suggests you contact the store if you ever have any questions BEFORE ordering any wrong item since we carry hundreds of Vaping parts and supplies.
Your package must be postmarked within 5 days of receiving your return authorization (RMA) number. We will only replace defective items with working items of the same model or issue a store credit.
Customer assumes all costs in shipping items back to us, and we assume the cost in shipping replacements to the customer. Shipping cost incurred are non refundable. All replacement/repaired products are shipped USPS first class. We recommend using delivery confirmation/tracking when shipping packages to us.
Dead on Arrival (DOA)
Batteries, Atomizers and Deal of the Day items (excluding e-Liquids) are only covered by our DOA warranty. DOA items must be reported to us within 24 hours of receiving them. No exceptions. See below. If the return is not a result of our error, customers will be required to cover shipping cost both ways. Please make sure the item is returned in the original condition, with the original packaging and accessories.
Order Cancellation Policy
Please call right away and if no one is available please leave your order number. Then submit the cancellation via email to Customer Service Cancellations.
Once the order has been shipped, we will not be able to cancel your order. If we decide to cancel the order you are responsible for all shipping fees as well as a 15% restocking fee. For refunds on Credit Cards there may be a delay of up to 5 business days before the refund is issued.
We do not guarantee that our parts and products are compatible with those of other manufacturers or suppliers.
Images and Product Descriptions
All images and product descriptions are not represented to be 100% accurate and are for general display and general information only. If you have a detailed question about any product please call us first before ordering.
Warranty and Exchange Policy
All Atomizers (including Wicks and Coils), Cartomizers and Clearomizers have no warranty and are guaranteed to not be received as DOA (Dead on Arrival) ONLY!
Returns accepted on cartomizers and atomizers ONLY if DOA and we are notified within 24 hours of the receipt of your package. This includes the day of delivery and the next calendar day. This is strictly enforced. Please DO NOT contact us for an RMA unless you meet that condition - THAT IT IS DOA!
There are no exceptions to the above. Even if you say you received it and didn't start using it for a week and then you noticed a problem we cannot honor that. It is your responsibility to make sure that when you receive the product, to try it either on the delivery day or the day after.
Only if the battery, cartomizer or atomizer does not fire (it is DOA), is the product warrantied. We cannot honor claims of leaking, 'burnt taste' or any other issue as a experience with a product can be contingent on anything from the type of equipment they are using to their experience level.
Please note that before shipping, we test each Atomizer's resistance and check for continuity with a multimeter.
We do not check any Cartomizers or Clearomizers so we suggest that you check for DOAs as soon as you receive your order. All DOA claims and return requests must be made within 24 hours of receiving your order. No exceptions.
This Warranty and Exchange Policy DOES NOT guarantee or replace any products with damage caused by normal/heavy wear and tear, failure to follow Manufacturer's Guides and/or written instructions, modification of our products, improper setup of our products, use of products bought outside our store/website which causes damage to our products, or unintentional/intentional misuse or abuse of our products. This Policy DOES NOT cover any Cartridges or E-Liquids for safety and sanitary reasons. If accepted as a return, all packages must be returned as they were sent, or unopened and unused. If the return is not a result of our error, customers will be required to cover shipping cost both ways. Please make sure the item is returned in the original condition, with the original packaging and accessories. If the item was damaged in shipping or appears to have a manufacturing defect, please contact us before sending a return. Provide in your message a photo of the damaged/defective product and a brief description of the damage/defect.
Shipping & Receiving:
1812 West Burbank Blvd. #475.
Burbank, California 91506
Please remember to include your RMA number on a slip of paper in the box with any return. Please note the above address is not a store front and there is no public access. You will not be able to return or exchange merchandise in person at this location.
Thank you for your support and understanding.
All rights reserved. (c) 2020