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Frequently Asked Questions

Q: How do I receive customer support?
A: Fill out the form on the contact us page, or email us at [email protected]. We will respond within 24hrs, but typically as soon as possible.

Q: How long does it take for me to receive my order?
A: We work Mon-Fri 8am to 5pm. Most orders made on Friday, and all orders made on Saturday and Sunday will not be shipped until Mon-Tues. This depends a lot on our status from any sales we may have. We will typically have your product shipped within 3 days after your order was placed. On normal days M-T, we typically ship the next day. Shipping time depends on the USPS. Neither Dr. Crimmy’s nor the USPS has a guaranteed shipping time, many conditions can affect shipping time that are beyond our control. See our Processing and Shipping Policy.

Q: What is your return and exchange policy?
A: We do not accept returns on any consumable products. Since taste is subjective, we do not accept returns if you do not like the flavor you chose. This is especially true of our DIY mixes. Exchanges are contingent upon our discretion. If you are not satisfied with the product contact us. We may require a photo of the product emailed to us. We will do what is fair.  See our Processing and Shipping Policy.

Q: How do I change my shipping address?
A: If you notice you entered the wrong shipping address on your order, or you just need to change it, contact us and provide the new address. Be aware that changing your address on your account after an order is placed does not change the address for that order. We must receive any changes in a shipping address for your order before USPS picks up processed orders. Failure to notify us of shipping address errors on your order with 24 hours may cause additional shipping charges.

Q: I made a mistake on my order, can I change it?
A: Once your order has been placed you can contact us or email us at [email protected] if any changes need to be made. We will do our best to accommodate changes, but we are unable to make any changes once your order has been shipped. Please make sure to double check that the shipping and billing information, as well as your selected items. are correct before submitting your order. The Dr. Crimmy’s V-Liquid will not be liable for any products ordered incorrectly or for addresses entered incorrectly.

Q: What do I do if I entered an incorrect shipping address?
A: Please contact us or email us at [email protected] us with your correct address so we can adjust it for you as soon as possible. Once it is shipped, we cannot change it. Be aware that changing your address on your account after placing an order will not change the address on an already placed order. You still must contact us with the correct address. Failure to notify us of shipping address errors on your order with 24 hours may cause additional shipping charges.

Q: Free shipping on orders over $75 and Military Addresses
A: In order to select free shipping, the order must have a total of $75 after discounts. If you are shipping to an APO/DPO/FPO military address and your order is under the $75 amount, please make sure you select the free shipping option. We do not offer free shipping on International orders, only domestic orders within the US.

Q: Can you ship to a P.O. Box?
A: We can ship to a P.O. box. Once tracking shows it has reached that box, it is considered delivered.

Q: What carrier do you use for shipping?
A: We currently utilize USPS only for Shipping.

Q: How can I track my order?
A: After you receive the order confirmation email when your order is placed, you will receive a shipping confirmation email once your order has been shipped. You can also view the current status of your order by going to ‘My Account’ – ‘Orders’. You can also log into your account, go to “My Account”, “Orders”, and “View” the status for that order. “Processed” means we are still working on your order. “Completed” means your order has been mixed and shipping label printed. When there is a “Completed” status you will also see your tracking number on the same page.

Please allow 24 hours for the shipping carrier to scan it into the system and provide an update.

We strive to offer the most expedited and reliable service. Dr. Crimmy’s V-Liquid cannot guarantee the transit and delivery times. Due to certain high volumes of packages that USPS may receive, the tracking number may not be updated within several days. Typical shipping transit times are 1-3 days. However, it’s important to keep in mind that Priority mail by USPS is not a guaranteed 3 day service as stated here on the USPS website. Holidays and natural disasters can also affect shipping times by USPS. If your package was not scanned properly by the USPS this can cause updating of your tracking to be inaccurate. Tracking information may not be updated until your package has reached your local USPS sort facility, transit location, or post office.

Q: I received my package, but it was damaged. What do I do?
A: For any claims and issues that arise you may contact USPS directly utilizing the tracking number of your shipment. Please send us an e-mail with a picture of all items received and the packaging with your order number by contacting us from the contact us page or email us at [email protected] so we can assist you if needed.

Q: I tracked my package, and it was lost. What do I do?
A: Lost and undelivered packages are not the responsibility of Dr. Crimmy’s V-Liquid, and any issues arising from packages/shipments not received should first be resolved with the postal carrier in use. We will do our best to provide a resolution of such matters. Any erroneous shipping issues must be reported within 24 hours of the last tracking update. Failure to notify us of shipping address errors on your order with 24 hours may cause additional shipping charges.

USPS Customer Service
1-800-ASK-USPS (1-800-275-8777) to file a claim
Hours of Operation
Monday – Friday 8 AM – 8:30 PM ET
Saturday 8 AM – 6PM ET

Q: Do you ship outside the U.S.?
A: Yes, but only to locations we choose to accept. Changes can be made at our discretion. If you do not see your country listed on the country field on the checkout page, contact us and ask if we are allowed to ship to your country. Some countries have regulations against shipping/importing nicotine products.

Q: Will my items come in one package?
A: In most cases, yes. Unless you have a very large order which will probably be free shipping anyways!

Q: What are Crimmy Bucks, and how do we use them?
A: We have a page for that HERE.

Q: Is my personal information safe on your website.
A: We are making security of your personal information top priority. Brute force attacks are not possible. Access from VPN (virtual networks – or anonymous access) are blocked. Every page is encrypted using SSL. It has been passed for PCI compliance. We NEVER store any credit card information.

Q: How do I change my shipping address?
A: If you notice you entered the wrong shipping address on your order, or you just need to change it, contact us and provide the new address. Be aware that changing your address on your account after an order is placed does not change the address for that order.

Q: How do I write a review on a product?
A: Once you’ve created an account, you’re free to leave a comment and official review on the products you love. This will help others from choosing the flavors that everyone enjoys. We always appreciate positive feedback!

Q: Are there any benefits if I create an account and opt in your mailing list?
A: Our members will receive periodic promotions and codes to enhance your shopping experience. You will receive promotions via email.

 

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