Effective Date: [2023.1.31]

Thank you for choosing our e-cigarette cross-border e-commerce platform. This Shipping Policy outlines the terms and conditions governing the delivery of products purchased from our website (vervevapor.com) to destinations within Europe. By placing an order, you acknowledge and agree to the provisions set forth below.

1. Shipping Eligibility & Coverage

Our platform exclusively ships products to 45 European countries. We do not offer shipping services to non-European regions. While users from outside Europe may browse our website, they will not be able to select non-European destinations during the checkout process. A complete list of eligible European countries is available in the shipping address dropdown menu when placing an order.

2. Logistics Partner

We have partnered with Hualei Logistics, a reputable third-party logistics provider, to fulfill all order deliveries. Hualei Logistics is responsible for order processing, transportation, and providing real-time logistics tracking information to ensure the reliable and timely delivery of your products.

3. Processing & Delivery Times

3.1 Order Processing

After your order is successfully paid (order status updated to “Paid”), our team will verify the order details and prepare the goods within 1-3 business days. Processing may be delayed slightly during peak seasons (e.g., holidays, promotional events) or due to inventory adjustments, but we will notify you promptly via email if any significant delays occur.

3.2 Delivery Timeframe

Delivery times vary by destination country/region within Europe and are calculated from the date the order is shipped (order status updated to “Shipped”):

  • Major European countries (e.g., Germany, France, United Kingdom, Spain, Italy): 3-7 business days
  • Remote European regions/countries: 7-10 business days

Note: Delivery times are estimates and not guaranteed. They may be affected by factors beyond our control, such as customs clearance delays, weather conditions, or local logistics disruptions.

4. Shipping Costs

Shipping costs are calculated based on the weight of the order, destination country, and shipping method selected at checkout. The exact shipping fee will be displayed clearly on the checkout page before you confirm your payment. We may offer free shipping promotions from time to time for orders that meet specific criteria (e.g., minimum order value), which will be announced on our website or via email notifications.

5. Packaging Standards

To ensure products arrive in good condition, we use industry-specific packaging materials suitable for e-cigarettes, pods, and related accessories:

  • Products are wrapped in shockproof bubble wrap to prevent damage during transportation.
  • Outer packaging is made of sturdy corrugated cardboard to withstand handling during shipping.
  • All packages are discreetly labeled without explicit product descriptions to protect customer privacy.

6. Customs & Duties

As a cross-border e-commerce platform, we comply with the customs regulations of all eligible European countries. Please note that:

  • Import duties, taxes, and other customs-related fees are the sole responsibility of the customer. These fees are not included in the product price or shipping cost.
  • Customs policies vary by country; we recommend checking your local customs authority’s regulations regarding e-cigarette imports before placing an order.
  • If a package is rejected by customs or returned due to non-compliance with local regulations, the customer will bear the return shipping cost and any associated fees, and we reserve the right to deduct these costs from the refund amount.

7. Logistics Tracking

Once your order is shipped, we will send a shipping confirmation email containing a tracking number and a link to view real-time logistics information. You can also track your order by logging into your account on our website, navigating to “My Orders,” and clicking “Logistics Tracking” for the relevant order. The tracking information is synchronized with Hualei Logistics’ system, ensuring you stay updated on your package’s status.

8. Missing, Damaged, or Lost Packages

8.1 Damaged Packages

Inspect your package immediately upon receipt. If the product is damaged or the packaging is severely compromised, please:

  • Take clear photos of the damaged product, packaging, and shipping label.
  • Contact our customer service within 24 hours of receipt, providing your order number and the photos.
  • We will verify the issue with Hualei Logistics and provide a solution (e.g., replacement, refund) within 3-5 business days.

8.2 Lost or Missing Packages

If your package does not arrive within the estimated delivery time, or the tracking information shows it has been delivered but you have not received it:

  • Contact our customer service with your order number and tracking number.
  • We will initiate an investigation with Hualei Logistics. If the package is confirmed lost, we will arrange a full refund or reshipment at your option, depending on product availability.

9. Address Changes

  • Before shipment: You can modify the shipping address directly by logging into your account, going to “My Orders,” and clicking “Modify Order.” Alternatively, contact customer service for assistance.
  • After shipment: Once the order has been dispatched, we cannot change the shipping address. If you need to redirect the package, please contact Hualei Logistics directly using the tracking number.

10. Contact Us

If you have any questions or concerns about our shipping policy, please contact our customer service team:

  • Email: [Insert Customer Service Email]
  • Online Chat: Available on our website (European Time: 9:00-18:00)
  • Response Time: We aim to reply to all inquiries within 24 hours.

We reserve the right to update or modify this Shipping Policy at any time. Any changes will be posted on our website with a revised effective date. Your continued use of our services after the changes take effect constitutes acceptance of the updated policy.