Customer Service
Electronic Cigarettes, Inc.
Call Toll Free: 1-877-324-4462
Monday - Friday
9am - 7pm EST
For any type of inquiry, whether it be for sales, support, wholesale, press, affiliate, legal or webmaster information, the fastest, most efficient way to communicate with our team is to:
CLICK HERE TO CONTACT US WITH AN INQUIRY OR SUPPORT REQUESTYou can also visit the Support Center which allows you to create an account which you can login to and view/manage/respond to all of your open inquiries with our company.
About Us
Our mission is simple. Supply the world with a smart new alternative to smoking; One that eliminates many of the problems associated with tobacco. This includes removing the smoke, carbon monoxide, and the 3,000+ chemicals currently found in a cigarette, while still delivering an enjoyable "smoking" experience. Utilizing innovative new technology, we are manufacturing and distributing the highest quality electronic cigarettes currently on the market. We are a BBB accredited business with a fully trained customer service staff ready to answer any questions and assist you with any help you may need. Please do not hesitate to contact us.
Shipping
Free shipping by USPS and optional Priority shipping for domestic orders. Once your order has been packed and ready to ship you will be emailed a tracking number, which can be tracked via the USPS website here. New orders are typically packed and ready to ship within 48 hours of ordering. Once shipped your order will take approximately 1-7 days to be delivered.International deliveries take around 1-2 weeks for delivery but may be subject to delays by customs. We do not ship nicotine to Canada or Australia. Once an order has shipped ECI takes no responsibility in the event the package is damaged, lost or stolen.
Warranty Info
We offer a guarantee to the original purchaser that our items will be free of defects in material or workmanship for full 30 days from the date of delivery. This warranty only applies to the product under normal use and is subject to all product usage documentation. In the event you need to exchange your product simply complete the Return Merchandise Authorization (RMA), place the RMA form and the item(s) to be exchanged in a padded envelope, and mail it to us at the address indicated on the RMA form. RMA forms can be obtained by clicking here, or by contacting customer service. Processing typicaly takes a few days but can take up to 2 weeks.NOTE: All exchange requests MUST be accompanied by an RMA form, be received within 30 days from the original delivery date, and include all items to be exchanged. We reserve the right to refuse any exchange requests that do not meet these requirements.
Money Back Guarantee
If for any reason you are not satisfied with your purchase, you may return your order within 14 days for a refund. Simply complete the Return Merchandise Authorization (RMA), place the RMA form and all items from the original purchase in a padded envelope, and mail it to us at the address that is listed on the RMA form. You can download the RMA form by clicking here, or by calling or emailing customer service. Processing typically takes a few days but can take up to 2 weeks. All refunds will be issued back onto the original credit card used to purchase. This applies only to starter kits in their original packaging; Customer is responsible for the cost of any used cartridges and the original shipping cost. Misused, damaged or broken products will not be refunded. There is no refund on cartridges.
We reserve the right to refuse any refund or to issue a partial refund for any request that does not meet these requirements.
Order Status
Once you order is completed a confirmation email will be sent along with your receipt. Once the item is packaged for shipment another email with your tracking information will be sent. You can track your package here with your tracking number. At any time you may log in to your account and check the status of your order and order history. To login click the My Account tab at the top of the page and enter in your email address and password.