Shipping Policy
When will my order be shipped?
Orders are processed in the order they are received. General processing time is 1-4 business days. Occasionally, one of the items in your order may not be in stock. We receive shipments every day. If your out of stock item does not arrive from the manufacturer to us within 48 business hours, we will take action on your order and process it via the option you chose at checkout.
If you do not select an option at checkout, what is missing from your order will be refunded and the remainder will be shipped.
Shipping time frames do NOT include our processing time. Our order processing time is between 1-3 business days (although most orders are shipped within one business day) and shipping time is an additional 1-3 business days on top of the processing time.
We process orders from 9:00 AM - 4:30 PM (PDT), Monday - Friday. We are not in the office on Saturday, Sunday or on major U.S. holidays.
Our daily shipping cut off time is at 2:30 PM (PDT), Monday - Friday.
The checkout process on our website features built-in shipping options that are real-time, so you receive an email confirmation immediately upon placing your order.
Shipping Time Frames:
EMS Priority 7-15 business days* in transit from China to another country.
You can check your delivery via Order tracking. Tracking information will update on the website once the package is picked up by the courier.
Incomplete Incorrect Address Submissions:
Please make sure you review the billing and shipping address before placing your order. Errors in the shipping address will cause delays in transit or returned orders. Hollecig.com will not reship the order until it’s returned to us by the courier and the customer MUST pay to have the item shipped again. (Even if shipping was free)
Lost package, Damaged Or Missing Products:
In the event that you receive your order and there is a product that is damaged, broken bottles, wrong flavors, incorrect nicotine levels, etc., please take a picture of the products immediately along with the packing slip and e-mail them along with a brief description of the problem to customer service and they will assist you in resolving the problem. Please send photos and description within 72 hours of your package delivery. If we do not receive the photos we require within 72 hours, we may be unable to assist with your order.
International Shipping:
International shipping is available to most customers worldwide. Shipping rates are based on weight. Once you have placed your order you will receive an email notification that the order has been processed.
- It is the customer’s responsibility to know his/her local and country’s laws regarding the importation of the products being ordered. If a package is returned to us due to the receiving country’s customs rejection, no refund will be issued. Hollecig.com holds no responsibility for international orders once they leave our facility.
- Hollecig.com is not responsible for customs fees. It is the customer's responsibility to research customs fees for their country and to pay any necessary fees that result from the shipment. Any package returned due to refusal will not be refunded.
- The customer is responsible for researching which carriers have licenses for certain items. Hollecig.com is not liable for the chosen carrier's inability to move the shipment through customs.
- Hollecig.com cannot intercept any international delivery. Once the package has left our facility, it will be shipped to the address given to us and no refund will be issued for wrong addresses. It is the customer’s responsibility to provide us with the correct shipping address at the time of order.
- Customs processing time can vary and may impact shipping times. If you have not received your package, please check with customs. Hollecig.com does not guarantee any international shipping times and will not refund shipping costs due to delivery time. Hollecig.com is unable to deal with customs regarding your package.
Where Do We Ship in the US?
We currently offer shipping options on all orders within the United States, non-continental and APO/FPO addresses with the exception of the state laws below:
We cannot ship orders to Utah.
Please note that shipments to APO/FPO addresses can take 14-21 business days.
Late Shipments:
We do not guarantee transit times and shipping fees are nonrefundable through us; however, the shipping method that we offer is generally within their quoted time frame with certain exceptions. These exceptions are usually weather delays and failed delivery attempts. For more information, please contact the carrier directly. If you feel your shipment was late due to a service failure, a claim can be filed by contacting the shipping carrier.
If you have any questions, please contact our customer support team at info@hollecig.com.
Refund Policy
Hollecig.com Refund/Return Policy
We have a 45 day return policy.
Please contact our Customer Service Team at info@hollecig.com to initiate a return request. Please provide as much information as possible including Order #, Full Name, Address, Phone Number, reason for the return. Please note that we may request for you to email photos and/or a video of damaged or defective merchandise prior to sending the items back. We may also provide you with troubleshooting steps, as it is required to speed up the return process and assist you in avoiding any return processing fees.
If the return is approved, you will receive further directions on shipping the item(s) back to us. Any refund, store credit, or replacement will be issued once the return has been received and processed.
Items received showing cosmetic damage from the manufacturer, issues with consumable items, dead on arrival (DOA), and any missing or incorrect items must be reported within 48 hours of delivery!
Consumable Items:
For sanitary and safety reasons, we can not accept returns on consumable items that have been opened or used. Consumable items include, but may not be limited to e-liquids, coils, pods, cartridges, disposables, and batteries. Reshipment is not available for any consumable items.
Alternative Devices:
Alternative devices must be fully cleaned prior to return. If you ship your item back containing any form of media and the item is confiscated (not received at our facility), we will not be held responsible for your loss. If the item is received and has any residual smell or media particles, the return will receive a 15% return processing fee.
A 15% return processing fee may be applied if:
1. Returns are opened and/or non-defective.
2.Returns show signs of physical damage or user error that could have caused the defect.
3.Returns that are not cleaned and emptied prior to return.
4.Defect reason is not present upon return evaluation or is solved with simple troubleshooting steps.
Return Shipping Costs:
The customer will be responsible for return shipping charges for non-defective items. All shipping charges are NON REFUNDABLE.
Promotional Term & Conditions:
Promotional items are listed as final sale. If the promotional item is deemed defective, we will only issue a refund or store credit in the amount paid for the items. Promotional items will not be replaced.
Refused Orders:
If either the customer or shipping carrier refused the packages for any reasons, the cost of shipping is non refundable. If your order received free shipping, our cost of shipping the order will be deducted from your refund.
Refund Process:
Refunds may only be issued back to the original payment (credit card, debit card) or as a store credit. Hollecig is not responsible for refunds to a Prepaid Card or a canceled credit card in the event the cardholder no longer has possession of it.
We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.