Shipping Policy

Free domestic shipping for orders surpassing $69.99! This offer is applicable solely to online orders within the United States totaling $69.99 or more (after applying discounts and prior to taxes). You'll find the option for free shipping during the checkout process, provided your purchase meets the criteria. Please note that free shipping is valid for most locations within the 48 contiguous U.S. states, excluding Guam, the U.S. Virgin Islands, Puerto Rico, Hawaii, Alaska, and APO/DPO/FPO/Other U.S. Military Addresses.

 

ORDERS: Every order undergoes a processing period lasting from 24 to 72 business hours, although the majority of orders are typically dispatched within 48 hours. Our reliable shipping carriers will handle the delivery, requiring a signature and a valid photo ID verifying that the recipient is 21 years old or older, in compliance with Federal Laws. Please bear in mind that all shipping timeframes are based on business days (Monday to Friday). Orders may be subject to review for security and accuracy. If your order is selected for review, we will reach out to you on the same day.

Kindly take note that we do not process orders during weekends and on all Federal holidays. Your order will resume processing on the subsequent business day.

 

Mandatory Adult Signature Service: In adherence to federal regulations, all vape mail orders must utilize Adult Signature Confirmation (21+) upon delivery for packages containing e-cigarette related products. To receive the package, the recipient must present a valid government-issued photo ID to the delivery personnel to verify their age. In the event that the package is returned due to the absence of an eligible signatory, a refund will be issued, deducting a 15% restocking fee and shipping costs.

 

Shipping Carriers: Our shipping network relies on dependable regional and local carriers for package delivery. Any errors or delays arising from the actions or circumstances of these regional carriers do not fall under the responsibility of the EBDESIGN Store. We do not offer refunds or replacement shipments for lost, stolen, or damaged packages unless Route package protection is included in the order and has not been removed. In cases where the carrier returns a package, a refund will be issued, with a deduction of a 15% restocking fee and shipping costs.

 

Carrier Delivery Handling Timelines: Following the processing window of 24 to 72 business hours, an automated tracking email will be dispatched to the customer, confirming that the package is nearing the final stages of preparation. Please note that carrier delivery times may differ based on the geographical region of the recipient.

Estimated carrier delivery times:

  • Eastern Half of the US: Anticipate a transit period of 3-7 business days.
  • Western Half of the US: Expect a transit period ranging from 5-10 business days.

 

LOST OR STOLEN SHIPMENTS: Our primary goal is to provide top-notch customer satisfaction by delivering high-quality products promptly. We understand that unforeseen situations can occasionally occur, which is why we've introduced Route insurance. If you haven't chosen Route Insurance and your shipment is lost or stolen, please don't hesitate to contact us via email at support@ebdesign.store. Your satisfaction remains our priority.

 

ROUTE INSURANCE:

Marked As Delivered (Stolen)

Claims can be approved no earlier than 3 and no later than 15 days from the date it was marked as delivered. For orders exceeding $500 USD, a police report is required.

Stuck In Transit (Lost)

For U.S. orders, claims can be approved no earlier than 7 days and no later than 30 days from the last update, or 60 days from the order date. For international orders, claims can be approved no earlier than 20 days and no later than 30 days from the last update, or 60 days from the order date.

Damaged

To file a claim for damaged items, you must provide photos of both the package and the damaged item. Claims must be filed no later than 15 days from the date it was marked as delivered.

What if my order never arrives or is stolen?

To safeguard your order against loss or theft, consider adding Route package protection during checkout. With Route Protect, you can easily submit a claim for a lost, stolen, or damaged package. Claims are reviewed for approval for a reorder or refund within 1-2 business days.

What if my order is damaged?

To protect your order from shipping-related damage, add Route Protect (package protection) at checkout. With Route Protect, you can conveniently file a claim for a lost, stolen, or damaged package. Claims are typically reviewed for approval for a reorder or refund within 1-2 business days. If your order has defects or you suspect it was damaged during manufacturing, please contact us at support@ebdesign.store, and we'll work with you to resolve the issue.

How do I file a shipping issue for my lost, stolen, or damaged order?

If you opted for Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. Alternatively, you can file a shipping issue through Route's app or on their website at https://claims.route.com/.

Does Route Protect cover stolen items?

Absolutely! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

What are the Route’s terms and conditions?

Route’s terms and conditions can be found at the following link: https://route.com/terms-and-conditions.

Is Route a licensed insurance company?

Yes, Route is a licensed insurance company, and it partners with SEG Insurance Ltd.

 

DAMAGED PACKAGE DURING TRANSIT:

In the unfortunate event that your package arrives with damaged goods, please promptly capture photographs of both the damaged items and the invoice enclosed within the package. To assist us in addressing your concern effectively, kindly send an email to our Customer Support Team containing these images. We will then arrange for the damaged items to be reordered for you.

 

EXCHANGES & REFUND POLICY:

Should you encounter any issues with your ebdesign.store purchase, feel free to reach out to us via phone or email, and our team will provide you with guidance on our procedures. Returns must be initiated within 30 days from the date of your original purchase.

 

REFUNDS:

Upon receiving the product, we will proceed to issue a refund to the card that was utilized for the initial order, minus a restocking fee of 15%. For added peace of mind, we strongly recommend opting for insurance when shipping items back to us.

 

REFUND/EXCHANGE RESTRICTIONS:

Regrettably, we are unable to accept returns for certain items in accordance with FDA regulations. These include:

  • Opened and used e-juice.
  • Products that were not originally purchased on www.ebdesign.store.
  • Opened and used devices/accessories.
  • Shipping fees.
  • No refunds or exchanges for partially returned or opened sample packs or bundle deals.

You will be responsible for shipping the product back to us. Once we receive the returned items, a customer service representative will contact you to discuss your exchange preferences and assist in placing your order over the phone. You will only be responsible for covering any price difference for items that are not of equal value. A standard shipping fee will apply to all orders totaling less than $200.