Shipping Policy

Thank you for choosing Viho Vapes for your vaping needs. This page outlines our complete approach to order fulfillment, carrier handoff, delivery timelines, and any related policies you should be aware of before placing an order with Viho Vapes. 

Our goal at Viho Vapes is to get your order to your doorstep quickly and safely, while staying fully compliant with state-level rules that apply to nicotine products. We encourage you to go through the details below before completing your purchase.

DOMESTIC SHIPPING POLICY

Once an order is submitted, our fulfillment team usually packs and ships it within one to two business days, excluding weekends and U.S. federal holidays. Keep in mind that orders submitted on weekends or recognized public holidays will be queued and handled on the next available working day.

During promotional periods or peak shopping seasons, processing times may stretch slightly longer than usual. We appreciate your patience in such cases, and if any significant delay is expected on our end, we'll reach out to you by phone or email to keep you informed.

As soon as your package leaves our facility, a shipping confirmation email containing your tracking number will be sent to you. Tracking information generally becomes active within a 24-hour window after dispatch.

ADDRESS ACCURACY NOTICE

Please double-check that your delivery address is complete and accurate prior to confirming your order, since incorrect or incomplete addresses can delay shipment or result in non-deliverable packages. Missing unit numbers, incorrect postal codes, or any other inaccuracies can cause your parcel to be misrouted or lost in transit. Unfortunately, we are unable to issue refunds or replacements for shipments that go undelivered due to address errors entered by the customer.

AGE VERIFICATION REQUIRED

Because our products contain nicotine, every order placed with Viho Vapes must clear a mandatory age check confirming the buyer is at least 21 years old before it can be dispatched. In situations where our automated verification system is unable to confirm your age, you'll be asked to email a clear image of a valid government-issued photo ID, along with your full name and order reference, to hello@vihovapes.com. Our staff will then complete the verification manually. Please note that orders left unverified may face delays or be canceled altogether.

SHIPPING RESTRICTIONS

Viho Vapes ships exclusively within the United States and its associated territories. We are unable to deliver to P.O. boxes, APO addresses, or FPO addresses.

Due to varying laws across the country, some U.S. states have placed limitations or outright prohibitions on nicotine vape shipments. To stay compliant, our checkout system is configured to automatically detect restricted destinations and block ineligible items from being purchased.

💨 Flavor-Ban States

We cannot ship flavored vape products to the following states and territories:

    • New Jersey
    • Massachusetts
    • New York
    • Rhode Island
    • Oregon
    • Chicago
    • California
    • Kentucky 

    Customers shipping to these states will see flavored items disabled at checkout in line with local regulations.

    ✅ Allowed States (Standard Shipping)

    We can ship all flavored vape products to all other U.S. states, except those listed above. Restrictions will be applied automatically at checkout.

    ORDER CONFIRMATION & TRACKING

    After your purchase is placed, an automated order confirmation message is sent to the email address you provided.  A second email containing shipment tracking details will follow once your package is handed over to the courier. Tracking activation typically takes up to 24 hours from the time of dispatch.

    ORDER VERIFICATION

    Every order goes through a two-step internal check involving payment confirmation along with age verification. If either step is incomplete or fails, your order may be temporarily held until the issue is resolved.

    For a smooth experience, please double-check that the legal name, birth date, and delivery address on your order are accurate. Small typing mistakes and auto-fill errors are among the most common causes of delays at this stage.

    ORDER ISSUES

    Should anything appear to be missing, damaged, or incorrect when your order arrives, please get in touch with our customer support team via email hello@vihovapes.com or call us at (678) 749-3660 right away.

    So that our support team can investigate and respond as quickly as possible, please provide the items listed below when you reach out: 

    • The order number associated with your purchase
    • A photograph of the products you received
    • A photograph of the packing slip is included inside the box

    Providing these details upfront allows our team to investigate and respond to your case much faster.

    ROUTE PACKAGE PROTECTION

    Route is a third-party shipping insurance service that covers eligible Viho Vapes shipments from the moment they leave our warehouse until they reach your doorstep, helping reimburse or replace your order if the package goes missing, gets stolen from a porch, or arrives damaged.  If a covered issue occurs, Route will assess the claim and may provide a refund, replacement, store credit, or another suitable resolution based on its terms.

    We highly recommend adding Route Protection to your cart before checkout for added peace of mind.

    When Route Protection is purchased, you'll receive a dedicated email from Route outlining how to handle any shipping problems and how to initiate a claim with them.

    Please note that all Route claims must be filed within 30 days of the original shipment date.

    To start a claim with Route, follow these steps:

    • Head over to https://claims.route.com/
    • Use the same email address that was used when placing the order
    • Enter your Viho Vapes order number

    If Route Protection was not added at checkout, Viho Vapes cannot accept responsibility for shipments that are lost, stolen, or damaged after leaving our facility.

    DAMAGED OR LOST PACKAGES

    Viho Vapes is not liable for parcels that go missing during the shipping process. If your package arrives in a damaged state, please reach out directly to the delivery carrier to begin a claim. Be sure to hold on to all original packaging materials and damaged items, as the carrier will likely require them during the investigation.

    Once a package has been collected by the courier, ownership of the shipment and any related risk is transferred to them. Customers who purchased Route Protection should file their claims directly through Route by following the steps outlined earlier. Those who did not opt for Route Protection will need to coordinate directly with the carrier for any further assistance.

    RETURNS & REFUNDS POLICY

    If you receive a product that is defective through no fault of your own, you may submit a return request within 7 days of the delivery date. Every return must be authorized by our team in advance — unapproved returns sent back to us will not be processed.

    What Our Policy Covers

    • Defects caused during manufacturing
    • Devices that arrive non-functional out of the box
    • Items that don't match the description listed on our website

    Items damaged through misuse, mishandling, or general wear and tear are not eligible under this policy.

    Health & Safety

    Due to hygiene regulations governing inhalation products, Viho Vapes cannot take back items whose seal has been broken or that show any sign of prior use. The only exception is a verified manufacturing defect, in which case the standard defect-claim process applies. 

    Return Shipping

    Return shipping costs are typically the responsibility of the customer. The only exceptions are when you've received a wrong item or a defective product, in which case Viho Vapes will cover the cost of return by sending you a prepaid shipping label.

    How to Request a Return

    To initiate a return, please send an email to our support team that includes:

    • Your full name
    • The order number
    • A contact phone number
    • A clear explanation of why you'd like to return the item (photos or short video clips may be requested for verification)

    After your request is reviewed and approved, our team will send you step-by-step instructions to complete the return.

    Processing Returns

    • Items confirmed as defective will be replaced free of charge, subject to current stock availability
    • If a replacement isn't available, you'll be offered the choice between store credit or a refund
    • Items found to be in working order may either be shipped back to you or converted into store credit at our discretion

    Once your returned package is received at our facility, please allow up to 10 business days for the return to be processed.

    INTERNATIONAL SHIPPING POLICY

    At this time, Viho Vapes does not ship to addresses located outside the United States.

    IMPORTANT DISCLAIMERS

    DISCLAIMER: Lithium-ion, lithium-polymer, and other rechargeable or single-use batteries come with built-in safety risks. Viho Vapes does not accept liability for any damage or injury that results from improper handling or misuse.

    PROPOSITION 65 NOTICE (CALIFORNIA RESIDENTS): The items sold on this site contain nicotine — a chemical listed by California under Proposition 65 as one known to cause reproductive toxicity, including birth defects. By purchasing from Viho Vapes, customers acknowledge this disclosure as required under California state law. 

    Battery Safety Notice: Please handle all battery-powered devices with care. Viho Vapes assumes no responsibility for harm caused by negligent or improper use of these products.

    Contact Information: 711 Signal Mountain Rd, Suite 306, Chattanooga, TN 37405 1 (678) 749-3660