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FREQUENTLY ASKED QUESTIONS
Unfortunately, we are unable to make any item changes to orders once the order has been placed. Alternatively, we may cancel the order if the package has not yet begun processing with our shipping department. Please note that once the package has begun processing, the order will no longer be able to be canceled as the package is being prepped for shipment.
Reach out to firstname.lastname@example.org for fast, detailed and accurate information. They will be able to quickly solve any issues you may be having. Please keep in mind that age restrictions are not just based on state, but counties and cities as well.
No. Please keep in mind of your state's restrictions. At this time, we are unable to ship to Maine, South Dakota, and Utah. This information is subject to change.
We accept Checks, Bank Wire, and Paypal.
We do accept PayPal as a form of payment.
No, unfortunately we do not accept gift cards or pre-paid cards.
Unfortunately, we do not hold items. We also do not offer pre-sale or backorders.
We do not offer drop shipping. This is due to multiple factors include our return policy as well as our fraud detection program.
Yes, we can. However, this is not something we provide so it will need to be set up prior to placing your order. Please know that once a package has been delivered to the shipping forwarder, it is no longer the responsibility of True Distributors as many forwarders will open and repackage your purchase.
We do have a processing time of 24-72 hours on all orders. If you have not received an email regarding your order, your order is processing without issue and will ship out as soon as possible. However, most orders are shipped out within 24 hours.
You have a 30-minute window to cancel or change your own order after it is placed. If you cancel your order in this time, the transaction will be voided which means we stopped the transfer of funds before it could be completed. You may see a pending charge on your account; however, this is only a temporary hold put in place by your bank. It may take 1-5 business days for the hold to be released by your bank as they need to confirm the funds were not accepted. After 30-minutes, we cannot guarantee changes or cancellation. If you need a change after the 30-minute window, please email us as soon as possible with your order number and the specifics of the changes requested. Changes to the order can extend processing times. Once an order has been sent to our shipping department, we are unable to make changes of any kind.
Business days are Monday through Friday. All shipping methods are in business days.
We do not offer Saturday delivery. All shipping methods are in business days.
USPS sometimes skips a few of their scans or all the scans until it reaches the destination city. Please do not be alarmed. If you have not received your package by the end of your shipping time frame, please let us know.
Please keep in mind the delivery time frames and customs clearance processing times. Please contact your country's customs agency. True Distributors is not responsible for any duties or taxes due at customs. If your package is seized by customs due to your country’s importation laws, True Distributors will not be held responsible. Please be aware of your own counties importation laws prior to placing orders.
Please reach out to your shipping carrier to file a claim once the package has exceeded its shipping time frame. Once you have filed a claim, you can inform us of this issue with the claim number.
Any erroneous shipping errors must be reported within 48 hours of the last tracking update. This includes incorrect items or packages not being delivered.
Our refund policy is All Sales Final. Unfortunately, we can’t offer you a refund or exchange after this period.
You may return a defective item within a 14-day period from your purchase date. But before sending it back we must receive a photo or video of the defect.
This is to help us best see and understand the issue you are having. We are also able to speed up parts of the return processing if you have provided us with a video so that we may issue you a refund, replacement or store credit sooner.
No. When an item is found to be defective on a kit, the entire kit needs to be returned. Returning only part of your kit can result in a decline of your return.
E-Cigarettes go by a few names: e-cigs, mods, box mods, vapes, vape devices, vape pens, vaporizers, or portable vaporizer. They are all electronic devices that heat up E-Liquid into a vapor that is inhaled.
E-Liquid or e-juice are liquid mixtures of nicotine, flavoring, vegetable glycerin, propylene glycol and other chemicals that are heated up to produce a vapor which is inhaled. Not all e-liquids contain the same chemicals or flavorings. It is important to check with the different manufacturers if you have any known allergies and are concerned about use.
No, e-liquids come in different nicotine strengths. Most brands will even offer a 0 mg option. Different manufacturers use different measurements of nicotine, however the most common are 0 mg, 3 mg, 6 mg and 12 mg. If your e-liquid shows a strength of 0.3 mg, 0.6 mg or 1.2 mg these are the same strengths. Some manufacturers prefer to use the more accurate measurement for convenience.
Salt nic is another form of nicotine used in e-liquids. Salt nicotine e-liquids have a lower alkalinity which gives a different type of throat hit. This is why vaping a 50mg salt nic may be more enjoyable then vaping a 12mg regular nicotine. Salt nic is generally used in the smaller, more portable devices, or any tank with a resistance of 1 ohm or higher.
True Distributors strives to carry a variety of devices to cover any needs you may have. Vape pens will be the easiest to use. They offer the experience of vaping without all the customizations, menus and adjustable features. We sell starter kits, which are devices and tanks that have an ease of use but still offer customizable features like variable wattage. Mods, sold separate from kits, are often times devices that customers like to mix and match together with different tanks or dripping styles tanks. Ultra-portable devices, mainly used with salt nic, are increasing in numbers as well. They are smaller devices that do not offer the different adjustments and settings but offer a strong and portable device that is mostly used with the salt nice liquids.
There are various causes of e-cigarette explosion that can easily be avoided by following a vape device’s instructions. The most common cause of e-cigarette explosions is mishandling of the device or Lithium Ion battery. Using faulty or damaged batteries should be avoided at all cost. Damage can happen to the wrapping, exposing the metal of the battery through use. Batteries should always stay dry and out of hot locations. Lithium Ion batteries should also never come into contact with any metallic objects like loose change in a purse or the button studs on a pocket. For more information on battery safety please read our battery disclaimers.
There is not a set amount of time that any pod or coil will last. Things like the e-juice you are using and the settings on your device and how often you vape will affect the life of your coil or pod. Some coils may last a week where as some may last closer to a month.
It is best to keep e-liquid in a dry, dark and cool area. When e-liquid, containing nicotine, is exposed to air, heat or sunlight the e-liquid can steep quickly. This means the e-liquid will become very dark. It will also change the way the nicotine seems to hit as well as the taste.