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Shipping and order fulfilment delays

Dear Vapers,

In the last couple of weeks, our service has been less than stellar. We want to acknowledge this, as well as explain what it is that caused these delays we’re facing.  

A few weeks ago we switched from our old warehouse-distribution (ERP) system to a new system. This transition, however, did not go as smoothly as we had hoped. This resulted in multiple technical issues. These issues, coupled with the COVID-19 pandemic prevented us from processing our order amount in our usual way.

Also, our response time to complaints was not up to par with the standard we aim to uphold. The fact is; we messed up, and we understand how frustrating this must be for you. We are truly sorry for this and committed to making things right.

To those of you who have been waiting too long for your order(s) to arrive, we have several solutions to ease the inconvenience.

  1. If you still wish to proceed with your order, you will get it as soon as possible, with an extra discount on your next purchase. 
  2. If you wish to cancel your order, you can get a full refund. We will also provide a discount voucher in case you still wish to order from us in the future.

Again, we are really sorry for the inconvenience. We have not met our usual standards. With the coronavirus measures being eased and operations slowly getting back to normal, we look forward to providing a much better experience in the months to come - the kind of experience you’ve come to expect from us throughout the years.

We truly appreciate your orders, and if there is anything we can do to help you, please don’t hesitate to let us know.

Sincerely,

Vaposhop

UPDATE: Most technical issues have now been resolved and our distribution centre is back to full speed. This means that order processing time is now back to our normal timeframe of 24 hours! However, our customer service team is still dealing with an email backlog and it can take them longer than usual to reply to your questions.


Keep in mind, however, that our carriers and various postal services are also facing delivery delays. These may also impact the time it takes for your order to arrive.
 

Having said that, we would like to address some of the frequently asked questions surrounding the COVID-19 measures and our technical issues and how these affect your shopping experience at VapoShop: 

Can I still shop online? 

Yes, you may! We are continuing to process orders to areas without delivery disruptions caused by COVID-19 however some countries may experience delays. The situation is rapidly evolving and we will continue to update this page as needed.

When will my order arrive?  

Please take into account that, due to the technical issues we've been facing, the current COVID-19 measures, and the heavy volumes of orders we are receiving, it may take us several days to pack and send out your order. We are working hard to make sure we minimise the delays as much as possible. Please be patient and know that as soon as you get an order confirmation email, your order will be processed within 2-3 working days. Keep in mind that the carriers and postal services we hand off your order to are also facing delivery delays.

Will I receive a tracking code?

Yes, as soon as your parcel leaves our warehouse, you will receive an email containing a tracking code for your order. Please be aware that it might take some time for the tracking code to become active.

Shipping delays?

For almost all countries we ship to, there are delivery delays as well. Countries like Austria, Canada, Czech Republic, Italy, Latvia, Norway, Spain and Switzerland are well-known to have significant shipping delays. We hope you understand these delays are due to the current global circumstances and appreciate your patience in this regard. 

Do you have enough in stock?

Yes, but our stock will not be as extensive as you are used to. Some of our suppliers reside in countries that are in full lockdown, while others are experiencing their own delays in shipping due to transport restrictions. This is the reason some products may be “out of stock” for longer periods than normal. If perchance, a product you just ordered is unavailable, our customer service will contact you directly to see if we can offer you an alternative solution.

How can I reach Customer Service?

Please submit your question through the contact form. You will receive an answer as soon as we can under the current circumstances. 

Why haven’t I received an answer to my question yet?

Our Customer Service team is very busy at the moment. Due to the added volume of questions, it will, unfortunately, take us longer to get back to you than usual. Don’t worry, we have received your questions and you will get a response from us in due time. 

We highly recommend that you, if you have multiple questions, state them all in one email. This way we can reduce the amount of email traffic in the hopes to increase our response time.

Can I reach Customer Service by phone?

All our phone lines are closed in order to fully concentrate on answering all email inquiries. We apologise for the inconvenience. 

Thank you for your patience and understanding. We hope you will continue to shop at our online store, while we try to provide the same level of service you have come to expect from us.  

In these uncertain and trying times, we want to express our sympathy and solidarity with all those who are affected by the COVID-19 virus. Rest assured that the health and safety of our employees, their families and our customers continue to be our top priority. And we would also like to say thank you to all the essential workers who continue to provide essential services during these difficult times. And to the healthcare workers putting their lives on the line, we say, thank you for all that you do! We know you have been missing your families, loved ones, as you are caring for everyone else.  You are being stretched thin and most likely fighting the virus yourselves. Thank you! Thank you for your long shifts and dedication and being on the frontlines!

To all our loyal customers we want to say; Stay home. Stay safe and healthy. Look out for each other. We’re all in this together.

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