Your satisfaction is important to us and we understand that sometimes you may purchase a bottle of eLiquid you simply don't enjoy. With the new vaping excise tax, our juice satisfaction policy has unfortunately come to an end. From recent discussions with the CRA, once a tax stamp has been applied, they will not issue any refunds to us for returned products that are stamped. This would represent a loss in the amount of the tax if we tried to refund juice. Given the high amount of the tax, we can no longer support this program. All eLiquids, eLiquid containing pods, and disposables are final sale.
If your product arrives damaged and/or defective, please contact us within 7 days of receiving your order with a photo of the damaged goods as well as a description of the damage and/or malfunction, and we can replace the damaged and/or defective product(s). See "Exchanges (received wrong item)" for procedures.
If you simply have changed your mind then please let us know within 7 days of receiving your order and we will provide instructions on the return process. Please note that there will be a 15% restocking fee and any original shipping charges we incur from "Free shipping" will be deducted, so please be sure before placing orders. Item(s) must arrive in original condition, sealed (if applicable,) unused, and undamaged to receive refund minus restocking fee and shipping. Customers must pay for return shipping if applicable.
Shipment Refusals (Including refusals for failed ID age verification):
If your order successfully arrives but has been refused or marked as “Return To Sender,” your order may be refunded minus the cost of return shipping, original shipping if your order qualified for free shipping, and once the package has returned to us with all items accounted for. We reserve the right to charge an additional 15% restocking fee, which may also be deducted from the refund.
To deter illegal underage vape purchases, we may impose a 50% restocking fee when the reason for return is marked "age not verified," so please do not buy if you are under the age of majority in your province and/or cannot furnish proof of age at the time of delivery.
If your order has not arrived, first check the tracking number to confirm the location of the package. When contacting us regarding a missing order, you will need to provide your mailing address for confirmation before we can contact Canada Post to open an investigation.
Canada Post investigations have 2 stages and can take up to a total of 10 business days (3 stages in USA, up to a total of 30 business days), so long as you fully comply with the investigation. The first stage takes up to 5 business days. If the parcel is not found by the 5th business day, they will continue the investigation which takes an additional 5 business days. In USA, the 3rd stage can take upwards of an additional 20 business days, as Canada Post hands the parcel to USPS for American transportation and delivery
During the investigation, it is imperative that Canada Post is able to contact you by phone or e-mail. Failure to respond to Canada Posts’ contact attempts will result in the investigation being prematurely closed.
We reserve the right to refuse reimbursement and/or replacement for the missing order if Canada Posts’ contact attempts throughout the investigation has been unsuccessful.
If you have not received a call or e-mail from Canada Post, they can be contacted either by phone at 1-855-328-3342 or by e-mail at client.services @ canadapost dot ca or at client.services @ postescanada dot ca. They will require the tracking number for the missing parcel to locate the investigation ticket number.
Upon successful completion of the investigation, a missing order may either be found or confirmed missing. If the missing order is found, a delivery attempt will be made and proof of age will be required. If the order is confirmed missing, we will re-ship the order as soon as possible.
We reserve the right to refuse to ship a replacement order until the investigation has been completed.
Exchanges (ordered wrong item):
If you have accidentally ordered the wrong item and would like to exchange it for the item you intended on purchasing, we ask that you pay for the return shipping of the accidental item and re-shipping of the correct item.
If the intended items' cost is greater than the item that was purchased, the difference in cost will also need to be paid. If the intended items' cost is less than the item that was purchased, we will issue a refund to the credit card that was used, or if the order was paid by E-transfer, a discount code for the difference will be issued.
Once we receive the returned item and the re-shipping cost has been paid, we will ship the correct item as soon as possible. You will be provided with a tracking number once the intended item has been processed for shipping.
Costs will be determined once we know which item to re-ship and once the re-shipping cost has been calculated. These can be paid by sending an E-transfer to shop @ theravape dot net with the security answer set to “theravape” or can by paid by credit card either by phone or e-mail. We do not retain credit card information.
*Please note this includes items selected from our algorithm-generated recommendations list. Review your cart carefully before placing your order.
Exchanges (received wrong item):
If you have received the wrong item with your order, let us know at your earliest convenience either by phone or e-mail. We will require an image of the wrong item that was received.
Depending on the item, we will either request it to be returned at our expense or that it be kept and passed forward to a fellow vaper in need.
Upon receipt of the image, and in the event that we request the item to be returned, we will send you the information required to return the item back to us via Canada Post at our expense. Do not return an item prior to receiving this information.
Once we receive the returned item, we will ship the correct item as soon as possible. You will be provided with a tracking number once the correct item has been processed for shipping.
Upon receipt of the image, and in the event that we do not request a return, we will ship the correct item as soon as possible. You will be provided with a tracking number once the correct item has been processed for shipping.
TheraVape's return policy is subject to change at our discretion. We reserve the right to refuse a return or exchange if we suspect the refund policy is being abused.
All sales of eLiquids, eLiquids-containing pods, and disposable vapes will be final sale since we are unable to recoup the excise taxes paid from the CRA.
Right to Refuse Service:
Theravape Inc. reserves the right to refuse, cancel, and refund any purchase if we suspect any of our discounts/coupons or policies are being abused. This includes, but is not limited to, creating multiple user accounts to manipulate coupon codes.
We reserve to right to refuse service to customers that are determined to be abusive to staff. We believe in fostering a respectful and positive retail environment and will not tolerate abuse towards staff or customers.