Shipping & Returns

Shipping and Return Policy

Our top priority is to deliver our customers fast shipping and easy ordering with full customer support.  

Shipping Policy

Please make sure your account address and business documents are updated prior to placing your order to ensure fast and worry-free shipping.

If you need to request special instructions for your order, in the shipping window, please add them to the “Order Comment” section, and we will do our best to accommodate. 

Free ground delivery applies to domestic online orders $1,500+.* A standard $20 flat rate shipping fee with ground delivery applies to domestic online orders $1499 or less. Phone and email orders will be charged standard shipping rates based on weight and delivery timeframe selection.  If expedited shipping or Saturday delivery is needed, please reach out to your account manager immediately after you place the order so they can make the necessary adjustments. The customer is responsible for all additional shipping costs.  

*Free and flat rate shipping rates do not apply to Alaska, Hawaii, Puerto Rico and internationally. Additional shipping costs will apply.

We do not ship to residential addresses, PO Boxes, APO, FPO or DPO addresses. 

Payment is required on all orders prior to shipping. Inventory is allocated towards fully paid orders only, so please make sure your orders are paid for in a timely manner to guarantee fulfillment.

Delivery Times:

  • Orders placed before 12pm EST, Monday - Friday will be shipped same day
  • Order placed on Saturdays, Sundays, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day or Christmas Day, will be processed and shipped the following business day

Terms & Conditions:

VGI Distribution has the right to refuse any shipment, if business verification requirements are not met. 

Received Incorrect Items

If you received the wrong item, we will issue a return label at our expense. Once the product is received back at the warehouse, we will then issue replacements or a merchandise credit, if needed. 

Received Damaged Items

During shipping, fragile items have the potential to break. We try our best to package items properly to help avoid breakage, but sometimes we just can’t avoid it. If you do receive a damaged item, please submit an online return and reach out to your account manager with pictures no longer than 48 hours after receipt of package.

Customer Changed Mind | Order Wrong Items | Items Not Selling

For unopened products, in original packaging without any signs of physical damage, simply return within 30 days of receipt of package for a merchandise credit to be applied towards new products. Customer is responsible for all costs associated with return shipping and must supply own shipping label.  Log on to your account and submit a return before shipping. 

In order to receive a credit for bundled promotions, all products must be returned, including free and discounted items.

Defective E-liquid Disposables 

We will gladly exchange any pre-filled, e-liquid disposable that is unopened and does not show any signs of physical damage or leakage within 30 days of receipt of package. We do not issue credits or refunds for pre-filled, e-liquid disposable devices that are opened or defective.

How to Submit a Qualified Return

All return requests need to be submitted through your online account.

  1. Log on to your online account at www.vgidistro.com and select the Orders tab.
  2. Find the order that you placed with the items you want to return and click on that order. 
  3. On the right side of the order, under the “order status” you will find theReturn tab. 
  4. Select the product and QTY  to be returned or replaced. 
  5. Select the return reason code along with any order comments that would be helpful. If you do not see the specified reason code listed, please add reason in comment section.  

Customer Support Team

Hours of Operation: 9am - 6pm EST

Phone: 804-431-4299

Email: Wholesale@vapeguysinc.com