Online Support Hours:
Monday - Friday (7am-1pm PST)
Phone: (951) 394-2489
FOR ALL ISSUES CONCERNING ADDRESS, PLEASE CALL US DURING OUR SUPPORT HOURS.
Before sending us a message, maybe we can answer some of your questions HERE.
One of our most common questions, "Where is My Order?"
- Our Orders are shipped Monday-Friday utilizing USPS. Should you not receive a tracking number within 5 Business Days of the creation of an order containing regularly stocked products, please contact us. (We do not offer same day shipping.)
- All orders of regularly stocked items will usually be processed 2-3 Business Days after the initial transaction. All credit card transactions are processed the day the order is made. Orders will be in your box or at your doorstep with an expected shipping time of up to 2-7 days after the initial shipping date. Orders within California can be expected within 2-3 days from initial order.
- Expedited Orders are typically shipped next business day if the order is made before 10AM the day before (Monday-Friday). If it is made after 10AM, the order should ship within 2 Business Days. The order can be expected in 2 Business Days after its been shipped. If an issue arises, we will contact you directly.
- We filter our Pre-Orders a bit differently than we handle our regular orders. Typically, we will hold onto the payment and send out the Pre-Ordered product as soon as it comes into our stock. If you order other regularly stocked products with your Pre-Order, by default we wait until the pre-order product comes in before sending out the entire order. If you would like all regularly stocked items on the order to be shipped immediately, please place all pre-order items on a separate order entirely.
- If the order has been marked as delivered by USPS and you have not received the package, please contact USPS directly. eCig-City is not liable for lost/stolen packages once the package has been marked as delivered.
Also, read up on our returns policy HERE.
If your reason for contacting us is about an order, please be sure to include:
- Original Order/Order #
- Handwritten Verification Initials (Written on the Packing Slip of Received Order)
- Reason For Contact
Need help urgently? Please give us a call within the hours listed above at (951) 394-2489.