FAQ
Payment
Which payment methods are accepted?
We accept various payment methods, such as credit cards, debit cards, cryptocurrency and others. You can find the available payment options on the checkout page.
Why was my payment declined?
Payments may be declined for reasons such as incorrect credit card information, insufficient funds, or payment service provider issues. To resolve this, please verify the accuracy of your payment information or contact your payment provider for assistance.
Do you offer a cash on delivery payment option?
We do not offer cash on delivery. You must use online payment methods when purchasing.
Can I use a discount code or gift card during checkout?
Yes, you can enter a discount code or gift card details on the checkout page to get discounts.
Is payment on your website secure?
Yes, we implement various security measures such as encryption technology and PCI compliant payment processing. Our website has McAfee SECURE certification and is recognized by Google Safe Browsing for additional security.
How do I know that my payment was successful and my order was confirmed?
You will receive an order confirmation by email immediately after successful payment. This email contains detailed information about your order.
How can I request a refund?
If you need a refund, please contact our customer service with your order details and we will help you with the refund process according to our refund policy.
How can I access my order history after completing a payment?
To access your order history after making a payment, log in to your account and navigate to the "My Account" page. In the "Order History" section, you can review payment details and check the status of your previous orders.
Shipment
What are the shipping conditions?
Shipping is free for orders within the US and Australia. For select countries, we offer DDP (Delivery Duty Paid) method, which eliminates the need for customs clearance and duties on your part.
Shipping Methods:
US: UPS Express (except Alaska and Hawaii)
UK: Local DPD Express
Europe: UPS Express/ DPD Express/ DHL Express
European countries eligible for DDP method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
Note: Shipments to European countries (excluding the UK) will clear customs in Germany and ship from there to other European destinations.
We also offer shipping to:
United Arab Emirates (Dubai only)
South Africa
Vietnam
West Malaysia (excluding Kalimantan Island)
Country Shipping Method Delivery Time
USA Local UPS Grounding 10~15 days
UK Local DPD Express 7~12 days
Germany UPS/DPD/DHL Germany 8~15 days
France UPS/DPD/DHL Germany 10~15 days
Belgium UPS/DPD/DHL Germany 10~15 days
Luxembourg UPS/DPD/DHL Germany 10~15 days
Netherlands UPS/DPD/DHL Germany 10~15 days
Czech Republic UPS/DPD/DHL Germany 10~15 days
Poland UPS/DPD/DHL Germany 10~15 days
Croatia UPS/DPD/DHL Germany 10~15 days
Slovakia UPS/DPD/DHL Germany 10~15 days
Slovenia UPS/DPD/DHL Germany 10~15 days
Finland UPS/DPD/DHL Germany 10~15 days
Denmark UPS/DPD/DHL Germany 10~15 days
Sweden UPS/DPD/DHL Germany 10~15 days
Austria UPS/DPD/DHL Germany 10~15 days
Italy UPS/DPD/DHL Germany 10~15 days
Hungary UPS/DPD/DHL Germany 10~15 days
Lithuania UPS/DPD/DHL Germany 10~15 days
Estonia UPS/DPD/DHL Germany 10~15 days
Latvia UPS/DPD/DHL Germany 10~15 days
Greece UPS/DPD/DHL Germany 10~15 days
Ireland UPS/DPD/DHL Germany 10~15 days
Portugal UPS/DPD/DHL Germany 10~15 days
Spain UPS/DPD/DHL Germany 10~15 days
United Arab Emirates (Dubai only) Dubai Dedicated Line 12~18 days
South Africa South Africa Dedicated Line 15~25 days
Vietnam Vietnam Dedicated Line 3~5 days
West Malaysia Malaysia Dedicated Line 4~8 days
Other countries
For countries not mentioned above, customs clearance and duty payment will be required upon arrival of your package. To determine the exact tax amount, it is recommended to contact your local customs authority for specific information. In addition, your customs authority may require a business license.
What factors are taken into account when calculating shipping costs?
Shipping costs depend on the weight of the items, the destination of the shipment and the shipping method selected. The total shipping costs are usually displayed during the ordering process.
What steps should I take in case of a lost or delayed package?
If your package is lost or there are significant delays, please contact our customer support team and we will investigate and assist in resolving the matter.
What methods are available to track my order?
To track your order, you can log into your account and navigate to the "Order History" section. In addition, we will send you order tracking information via email.
Are customs duties required for my purchase?
Currently, no tariffs are required, with the exception of Canada and Denmark.
What is the approximate delivery time?
The storage time is 1 to 5 days, while the shipping time is usually between 7 and 15 days, depending on the product.
Security
How is the security of a website ensured?
To protect your information and transactions on the Site, various security measures are implemented, such as data encryption, firewalls, and routine security assessments.
How is the protection of my personal data ensured?
We strictly adhere to our data protection guidelines and ensure that your personal data is not passed on or sold. Your data is used exclusively for order processing and customer service.
Is payment information kept secure?
We use a secure payment processing system that complies with PCI standards to ensure the security of your payment information.
What steps can I take to generate a secure password?
To create a strong password, you need to use a mix of letters, numbers and special characters, avoiding easily guessed details like birthdays. Changing your password regularly will also increase security.
What methods can I use to confirm the legitimacy of a website?
Verify the authenticity of a website by confirming that its URL matches the official website. Also, check for an SSL certificate, which indicates that the website is secure.
What should I do if I encounter suspicious activity?
If you encounter any suspicious activity or security issues, please contact our customer support immediately. We will investigate the matter and take appropriate action.
Have you taken measures to prevent phishing?
Yes, we have implemented anti-phishing measures to mitigate fraudulent activity on malicious websites and emails.
Returns
How can I change the items in my order?
To make changes to your order, you can do so until 11:00 PM (PDT -7 GMT) on the same day the order was placed. Please contact us at info@batchvape.com to request any changes.
How do I return a product?
Our return policy allows returns within 15 days of receiving your item. To be eligible for a return, make sure the item is in its original condition, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, contact us at info@batchvape.com. If your return is approved, we will provide you with a return label and instructions on how to ship the package. Please note that items returned without prior authorization will not be accepted. If you have any further questions about returns, please feel free to contact us at info@batchvape.com.