Category: Customer Service

Home Frequently Asked Questions (FAQ) Customer Service
International Customer has an issue with a shipment or part needs replacement.

If an international customer has an issue with a product or part and asks for a replacement, it makes more sense for us to offer them store credit for the amount of the part, especially if they did not buy it from us directly to begin with.

How to Remove Route Insurance from an Order

If a customer decides to remove Route coverage from an order before the package is shipped out we need to cancel the initial order, and replace the order without the Route coverage selected. Use manual payment for the second order and reference the payment on the initial order in the summary field. Refund the cost …

Trade In offers?

Yes, we can take many vapes in for trade-in.  All Elev8 Vapes ( LSV, SSV DBV and SUP ) and even competitor vapes can come in for trade in. We can also offer credits on vaporizer on our online store if people want to send in their old vapes.  The credits would be applied to …

Checking SSV

The bagging station will complete assembly of the SSV, at which point they will add it to the ship desk for checking and if there are any additional parts that need to be picked for the order. Remove the plastic bag if it is around the storage bag. The bag can be brought all the …

Protected: How to Convert a Guest Account in Big Commerce

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How does a customer actually claim their phoenix oath warranty if their piece breaks? Do they do it or are we responsible for pulling that information up? How would one do that?

You can find if they are registered here for the Pheonix Oath  

How soon after a purchase of a silver surfer can someone trade it in for a new one? Is there a limit to trade in numbers?

If someone wanted to trade in their vape the day after, or even an hour after that is fine.  They are not making any money. Here is our trade-in program    

Trade in for Glass Pieces

When a customer offers to trade in a piece of glass, before we agree to anything have them submit photos of the pieces to assure we are even interested in the glass piece. Even if the piece has been used we still may accept it for a trade in.

Protected: Filing Claims for Route Shipment Insurance

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The Super Surfer doesn’t have an isolated air path.

Question: I would love to have the Super Surfer but I am concerned that the air path isn’t completely isolated. Answer: No the air path is not completely isolated, the dimmer PCB and LED are housed within the upright portion of the housing, with that said, they are separated from the heating element and before …