Missing or Incorrect Item in My Order

Quick Summary

• If an item is missing or incorrect, contact us as soon as you receive your order - include your order number and photos.
• Report missing, incorrect, defective, or damaged items within 72 hours of delivery for return/replacement eligibility.
• After we verify with our warehouse: missing items are handled with Store Credit or Refund as the priority; incorrect items are resolved by our team based on your situation.

First Steps

1. Check your packing list / order confirmation email to confirm what should have been included.
2. Take a photo of the delivery label (with the tracking number) and the packaging as received.
3. Note whether the outer package appeared opened or resealed when it arrived.
4. Open a support ticket with your order number (format: NEV123456) and the photos.

How We Verify the Issue

Our team will:

• Review the shipping records with our warehouse team (including dispatch surveillance when needed) to confirm what was packed.
• Check whether the package may have been opened in transit by the carrier.
• Confirm the item's availability before reshipping.

Possible Resolutions

Depending on the result of the check:

• Missing item: after verification, we prioritize offering Store Credit or a Refund. Reshipment may also be available - a replacement order is created (order number format: RS-NEVxxxxxx) and typically ships within 1–3 business days.
• Incorrect item: our team will discuss the best resolution with you based on the specific situation.
• Refunds are issued to your original payment method (refunds typically appear within 1–5 business days, and in some cases up to 20 business days depending on your bank).

Out-of-Stock Items

• Few items out of stock: we ship the available items right away and automatically refund the out-of-stock product.
• Multiple items out of stock: our team will contact you first and proceed based on your choice.

Timing & Eligibility

• Report issues promptly - the sooner we hear from you, the faster we can verify and resolve.
• Missing, incorrect, defective, or damaged items: must be reported within 72 hours of delivery to be eligible for return/replacement, with photos/videos as evidence. After that window, we can point you to the brand's official support (e.g., Vaporesso, Lost Mary, Geek Vape).

Received the wrong item or a short shipment? Reply with your order number and photos for the fastest resolution.