Terms & Conditions

NOT FOR SALE TO MINORS | CALIFORNIA PROPOSITION 65 – Warning: Products on CLOUDSCAPE.COM contain nicotine, a chemical known to the state of California to cause birth defects or other reproductive harm. Products are not smoking cessation products and have not been evaluated by the Food and Drug Administration, nor are they intended to treat, prevent or cure any disease or condition. Please, consult a health care professional for any questions or advice relating to the purchase or usage of the e-liquids sold by CLOUDSCAPE, INC., prior to purchase. If you experience any adverse symptoms, please, seek immediate medical attention by calling your local emergency number or 911. The United States Poison Control Center is available 24 hours a day, 7 days a week at: 1(800)-222-1222. If you spill nicotine juice on your skin, the National Institute of Health recommends that you wash the affected area immediately with soap and lots of water for at least 15 minutes.


PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE. This website is operated by CLOUDSCAPE, INC. Throughout the site, the terms “we”, “us” and “our” refer to CLOUDSCAPE. All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable laws. By visiting the CLOUDSCAPE website or purchasing products from us, you are engaging in our “service” and agree to be bound by the following terms and conditions. If you do not agree to these terms and conditions, please, do not use this site. In addition, any reliance you place on any information found on the CLOUDSCAPE website is strictly at your own risk. CLOUDSCAPE, its employees and its representatives release themselves from liability for all transactions, information and statements found on the site. Any or all comments left by users on CLOUDSCAPE do not reflect opinions held by the owners, employees and representatives of CLOUDSCAPE and such comments do not testify to the accuracy of claims made. By purchasing or using any products from CLOUDSCAPE, or using any information provided by CLOUDSCAPE employees, you acknowledge that you have read and agree to these warnings and responsibilities and accept all liabilities. In no way can CLOUDSCAPE or its members, managers, agents, affiliates, or its employees be held responsible or liable for any adversity, loss, or damage caused by the purchase, or use, of e-liquids or any vape products from CLOUDSCAPE. Purchases made on the CLOUDSCAPE website are at the risk of the buyer. CLOUDSCAPE will not be held liable for injuries, death, damage, or defect that may result from improper handling or storage of purchased products.


We reserve the right, in our sole discretion, to edit or delete any documents, information or other content appearing on the CLOUDSCAPE website, including this Agreement, without further notice to users of the website. All changes are effective immediately when posted and are applicable to all access and use of the website, thereafter. Your continued use of the website following postings of revised “Terms of Use” is acknowledgement and acceptance of the aforementioned changes. Additionally, we reserve the right to refuse service to anyone for any reason at any time, including but not limited to the event that any technical failures occur such as pricing errors or oversights in stock on the website.



General Warranty Disclaimer


Customer Satisfaction is of utmost importance at Cloudscape Vape. For sanitary reasons, and the overall safety of our Customers, all consumables like e-Liquids, e-Juices, drip tips, standard batteries, cartridges, coils, clearomizers, wicks, wire, cotton, used tanks and used atomizers are NOT eligible for returns, refunds or exchanges.

Our warranty does not apply to any device that has been subject to:

  • Damage caused by user error relative to an accident, abuse, misuse or other external causes.
  • Unauthorized modifications and repairs or improper use of a device that has been operated contrary to current industry standard instructions relating to operation or maintenance.
  • Damage caused by exposure to moisture, extreme heat or adverse environmental conditions.
  • Damage caused by accessories or attachments not recommended outside of the normal recommended usage.





All DOA, Missing, or Wrong Item claims must be reported to our warranty department via email within 48 hours from the time of delivery. The consumer is responsible for checking all items received and notifying us within the time frame stated with any issues or concerns.




Dead on Arrival or DOA, is defined as an item that is completely non-functional upon receipt or a device that does not function in a manner in which it was designed to be used from the first use of the device. However, to qualify as DOA, you must notify us immediately. Products are not considered DOA, if the device worked at any point for any reason.




Minor cosmetic damage exclusive to the product manufacturer, buttons that rattle, a USB port intended for firmware updates that does not charge batteries, or missing items from the sealed packaging are all examples of, but are not limited to, conditions that do not constitute a DOA item.




Minor Cosmetic damage: Minor cosmetic issues, minor scratches, or discolorations are considered normal wear and tear, and will not be covered by our warranty.




Coils: CLOUDSCAPE does not offer exchanges of coils due to the consumable nature and limited life expectancy of disposable e-cigarettes, atomizer tanks, atomizer coils, pod system replacement pods and cartomizers. However; we do offer a dead on arrival (DOA) warranty for replacement coils or pods. If they do not work right out of the box we will warranty the item. You will be asked to return all defective units with their original packaging and all initially included components for confirmation and for testing the unit to find root causes.




Common reasons coils go bad or fail to perform:



  • High voltage devices or high voltages: High voltages on a coil that cannot handle the heat can and will damage the coils causing one to assume the coil is DOA or defective. The type of e-liquid also matters, higher "sugar" content e-liquid and high heat will cause caramelization on the wick which has the same effect as burning a wick, if there is build up on the coil and wick it will not saturate.

  • Constant or consistent vaping: A coil may burn out fast due to constant or consistent vaping or “chain vaping.” Most coils are not meant to be fired continuously all day long with no breaks. Doing so can significantly shorten the life of any disposable e-cigarettes, atomizer tanks, atomizer coils, pod system replacement pods and cartomizers.

  • The E-liquid: A higher VG content in e-liquid will make it more viscous and the wick will not saturate quickly enough into the coil and atomize the liquid. This will cause heat build up and the wick to burn. Once a wick burns the performance of the coil is severely degraded.



E-liquids are not covered under any warranty due to their consumable nature. E-liquid flavorings may contain trace amounts of nuts, gluten, sugar, diacetyl, or other sweeteners. Flavorings may also contain artificial colors, artificial flavors, and artificial sweeteners. Keep all e-liquids away from children and pets. Do not drink e-liquid, puncture the cartridge or in any way attempt to modify with any miscellaneous ingredients or accessories. Nicotine levels may vary. If you find that the juice tastes different from a previous batch, we can guarantee that we did not alter the formulas and any such claims must be submitted to the manufacturer.
Some known reasons for any variances in taste may include the following:


  • If the manufacturing date falls close to the current date, and thus, the e-liquid may require more steeping. Please, shake it well and leave in a dark area for a few days.

  • If the e-liquid is left in a hot location or in direct sunlight, the heat may have an effect on the taste of the e-liquid. Specifically, if it contains nicotine. For example: The e-liquid is left sitting in your mailbox, on your porch or in the car for an extended period of time.

  • If you changed your tank type, atomizer resistance or battery voltage, any or all may cause a reduction or increase in the nicotine dosage per puff. Additionally, under or overheating the e-liquid can change the flavor. Check the suggested voltage range for your atomizer resistance and try again at the lower end of that voltage range

  • A survey of 500 customers has shown that the taste of e-liquid, as well as some food items, may change after abstaining from smoking, which is explained by restoration of taste buds due to the elimination of tobacco products.

  • Nicotine can oxidize when exposed to sunlight for extended periods of time. This results in a slight variation in color of the e-liquid and possibly a slight variation in flavor, as well. One can avoid this physical change by simply storing your e-liquid in a drawer or a similar dark and dry place at room temperature.


Accessories/Apparel: There are no warranties on accessories and/or apparel.


Clearance Products: All purchases of clearance products are FINAL and will not be covered under product warranty OR our return policy with absolutely NO exceptions.


Promotional Codes: Promotional codes or Affiliate codes cannot be combined or applied to already reduced pricing or sale items.


Discontinued Products: Products that are discontinued are no longer supported by our warranty replacement policy effective immediately upon time of discontinuance.


Compatibility: We do not guarantee compatibility between items. If you have any questions about compatibility, please, do your research or send us an inquiry before placing your order. We will not accept returns due to incompatibility.


ADVANCE USER WARNING: Mechanical mods and rebuildable atomizers are for advanced users only and not for beginner or average vapers with no knowledge of Ohms Law. One must have knowledge of how to use a multimeter or ohmmeter to check for the resistance or for shorts in coil builds. These materials cannot be safely used by the inexperienced user or those without basic knowledge of how electronics function. Please, ensure proper precautions are taken when using these devices as to not cause damage and/or harm to the battery, mechanical mod, atomizer or yourself and others. CLOUDSCAPE will not be held liable or responsible for any or all damage that may be caused due to misuse or mishandling of these advanced vaping products and devices. Mechanical mods and rebuildable atomizers are advanced user products. Use at your own risk.


Note: Atomizers, such as tanks, RDAs, RTAs, and RDTAs, box mods and mechanical mods purchased on our website are intended only for use with e-liquids. Any use of cannabis oil, cannabis-based substances, CBD oil, or similar liquids will void any warranty on our products and we will not accept it for a return.



Return Policy


14 Day Policy for CSVAPE.COM Purchases:



For warranty related questions on products purchased on CSVAPE.com, a claim must be submitted within 14 days of receiving the shipment to qualify for a refund, store credit or replacement, if available. A 15% restocking fee will be subtracted from ALL refunds and store credits. Claims must be submitted via email to info@CSVape.com.



Return of non-defective, opened or used items are not applicable for replacement or refund. Unopened and unused items may receive a refund or store credit minus 15% for restocking fee.



Refunds and store credit does NOT include shipping cost. Additionally, any complimentary items cannot be returned as individual items. Incorrect items received must be returned to CLOUDSCAPE unopened and unused in order for the correct item or refund to be provided.



Please follow the instructions carefully:


  1. Provide info@CSVape.com a reference photo of the device with a brief description regarding the nature of your return. Once information and request has been reviewed and approved, an email will be generated with further instructions including whether a prepaid return label will be provided or if you are responsible for postage.

  2. Repackage the item(s) including all original parts, packing material, instructions, etc. This indicates that everything, within reason, must be returned exactly as it was sent to you. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. Items MUST NOT have any damage or have been used.

  3. Return the full contents of the original product package. Include a copy of the original Invoice in the package or Return Form provided in Return Approval email.

  4. Once the device has gone through a troubleshoot/review, we will email you regarding our Tech Support findings and how we may further assist you. The troubleshooting/review process of returned items can take 24 business hours to 4 business days depending on the specific issues or concerns provided.




If CLOUDSCAPE provides a return label, there is a 10-day return policy that is set in place. The product must be returned within 10 days from when the return label was provided. If the product is not returned within the 10-day period, the return label will then be voided, and the product will be removed from eligibility for our warranty/return policy.


CLOUDSCAPE may decide to ship out the replacement product(s) for the damaged, defective or correct product(s) prior to receiving the damaged, defective or incorrect product(s) from the customer. Damaged, defective or incorrect product(s) must be sent back to CLOUDSCAPE. Once the customer is made aware of any issues including damaged, defective or incorrect product(s), all items must be sent back within 10 days from the delivery date. Failure to return product(s) in question to CLOUDSCAPE will result in a charge incurred by the customer for the full amount of the product(s).



Product Information

Image Disclaimer

The images used on the website are for reference only and do not reflect the actual representation of the product. We do not provide any guarantee as to the accuracy, completeness or suitability of the images shown of the products for any particular purpose. Actual product packaging and materials may contain more and/or different information than those shown on our website.


Description Disclaimer

While we work to ensure that product information is correct, the assumed or described color, texture, material, weight or flavor profile may differ from the actual product. We recommend that you do not solely rely on the information presented and that you always read labels, warnings, and directions before using or consuming any products available on our site. For additional information about any product, please, contact the manufacturer before purchasing.

Pricing Disclaimer

CLOUDSCAPE reserves the right to change product pricing at any time without notice. CLOUDSCAPE also reserves the right to limit quantities on promotion products. While CLOUDSCAPE makes every effort to provide the most accurate and up to date information, occasionally items on the website may be priced incorrectly. Where a product is listed with incorrect pricing due to typographical, photographic or technical difficulties, CLOUDSCAPE reserves the right to refuse or cancel any orders placed for the product listed at the incorrect price. If an item’s correct price is higher than the stated price, we will cancel your order and send a notification detailing the pricing error and order cancellation. The customer, of course, will have an opportunity to purchase the item at the correct listing price, if they wish to do so.



Refund Policy

If you are entitled to receive a refund, it will be issued by CLOUDSCAPE when the item to be returned has been received in satisfactory condition. Refunds will be processed within 10 business days after receiving the item(s) and will be applied directly to the method of payment that was used to make the purchase.

CLOUDSCAPE is not responsible for refunds to a Prepaid Debit/Credit Card. In the event that the cardholder no longer has possession of the aforementioned card, please contact the card issuing company to assist you in receiving any refunds.

Refunds can take up to 5 business days to process completely after the return has been initiated. International refunds may take longer to process and could take as long as 30 days to receive the refund. Please, contact your bank for refund issues. If your bank necessitates further information, we will be able to provide you with it for them. If you have any questions about our return/refund process, feel free to send us a message via the “Contact Us” page or email us at info@CSVape.com.



Risk of Loss


All purchases of physical items from CLOUDSCAPE website are made pursuant to a shipment contract. We hold zero liability regarding lost or stolen packages. This indicates that the risk of loss and title for such items transfer to the customer upon our delivery of the package to the carrier. CLOUDSCAPE is NOT responsible for lost, damaged or stolen packages. If the customer does not receive a package that is marked as delivered, it is their responsibility to resolve this issue with the appropriate shipping company. Lost, damaged or stolen packages are very frustrating, and we will do our best to help the customer resolve the problem. However, understand this is completely beyond our control and does require the customer to contact the appropriate shipping company or local post office for assistance.




Shipping, International Shipping and Refused Packages

Customers are responsible for all shipping costs associated with their order. We DO NOT refund shipping costs or additional fees in relation to shipping for ANY reason. We hold zero liability regarding lost, damaged or stolen packages and cannot offer any refund for such claims. There may be restrictions or Customs fees based on the particular province or locale. We always recommend contacting the local Customs Agency and inquire regarding any possible restrictions before an order is placed. The additional fees are custom/duty fees from the receiving country. We do not have access or control to the rate amounts charged. The customer may accept the additional fees or refuse the package.


If a package is returned to our facility, we would only be able to provide a refund on the amount paid for the products. If the customer refuses the package(s) for any reason(s), a 15% restocking fee and shipping charge will be incurred upon the customers encumbrance. This includes any package(s) seized by Customs of the receiving country for all international shipments. In addition, we must have physical possession of the returned or refused package prior to processing any refunds.



Payment and Failed Transactions

CLOUDSCAPE accepts Visa, MasterCard, Discover and American Express. We do not accept pre-paid cards, cash, check, PayPal, Apple Pay, Venmo or Google Wallet. All payment information must be matched with the correct billing address that is on file with the appropriate credit card provider.


Many things can cause a credit or debit card transaction to fail. Typos and incorrect billing information are common causes. (Particularly, with debit cards, funds are held when a transaction is attempted by the card-issuing bank. In the case of a failed transaction, it may take several days [7 to 10 on average] for those funds to be released back to your account. Please, be sure all information is exactly as it appears on your bank statement to avoid held funds.)


Declined transactions are normally caused by the following reasons: AVS Failure/Mismatch, CC Mismatch, Card Issuer Declined transaction. (In the case of a declined transaction, please, contact your bank in regard to allocating any missing funds. In regard to declined transactions or more specifically, why the transaction was declined, according to our merchant services system, you may contact us via email at: info@CSVape.com.)



Online Security


For reason that CLOUDSCAPE takes security very seriously, all orders placed are passed through a secure third party Online Security System. The Online Security System compares information provided by the customer and the cardholder's information on file with the Cardholder to verify information and identity. All information must be matched correctly to pass our Online Security System. There are NO exceptions. All billing information provided MUST match the customer’s credit/debit card provider billing address records for your transaction. Additional information may be required to complete an order, or the order will be immediately cancelled and refunded.




Hours of Operation

Our Customer Service representatives are available Monday through Friday 9:00 AM to 5:30 PM PST.


Our Shipping Department operates Monday to Friday 9:00 AM to 4:30 PM PST.

Processing for non-issue orders are typically 2 to 4 business days. However, during special sale offers and holidays, the processing time may extend to 6 business days.


Our facility is closed on Saturday, Sunday and all major American holidays or any holidays observed. All orders and inquiries placed on Friday after 2:00 PM PST will begin processing the subsequent business day.



Privacy Policy


Your privacy is very important to CLOUDSCAPE and it is a top priority to ensure that your privacy is protected. Our Privacy Policy has been initiated to explain how information is collected, used and/or disclosed by CLOUDSCAPE with respect to access, use of our website or services. Should we request that the customer provide certain information by which they can be identified when using this website, then we certify that it will only be used in accordance with our Privacy Policy. Any information collected is subject to our Privacy Policy at the time the information in question is collected. CLOUDSCAPE may revise its’ Privacy Policy occasionally. Any updates to the policy will be posted on the CLOUDSCAPE website and are effective immediately. CLOUDSCAPE encourages their customers to review our Privacy Policy every so often for revisions. The customers continued use of the CLOUDSCAPE website subsequently thereafter establishes their acceptance of the amendments to the Privacy Policy. The personally identifiable information that you provide to us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. We also use Pixel Tags to collect additional information regarding your browsing experience. This information will be used to make our future marketing efforts more efficient and to provide you with a more relevant and timely brand and shopping experience. This information may also be shared with our third party service providers that assist us with our marketing efforts and with other marketers whose products or services we feel may be of interest to you. If you prefer that we do not share your name and address with other marketers, please email us at info@csvape.com.




What Information We Collect

We may collect the following information:

  • Name and contact information including, but not limited to email address, date of birth, address, credit card details, and username when you register, and use our services.

  • Demographic information such as postcode, preferences, and interests.

  • Relevant information in consideration to customer surveys and/or offers.


How Data Is Collected

Like many other websites or applications, the CLOUDSCAPE website collects and stores information as one navigates throughout the site. We simply collect information in regard to the customers visit on the site from the browser on their computer or mobile device including, but not limited to the time and date the customer accesses our services, their geographic location, IP address, cookies and the pages navigated.


To do this we use what is called a cookie. It is a small file that asks permission to be placed on the computer’s hard drive. Once one agrees to this, the file is added, and the cookie analyzes data regarding web page traffic to improve our website in order to boost customer satisfaction. We only use this information for statistical analysis purposes. Subsequently thereafter, the data is removed from the system. Cookies are also used to provide better security on services, to customize the content, track purchases and to keep service operations functioning correctly.


A cookie cannot retrieve any data from the customers hard drive, pass on computer viruses or capture any personal information. Cookies allow web applications to respond to the customer as an individual, but cannot specifically identify the customer unless users voluntarily identify themselves by registration. Most web browsers automatically accept cookies, but one can usually modify the browser setting to decline cookies, if it is preferred. However, when cookies are disabled, some features will be disabled that make the site experience more enjoyable.



What We Do With The Information We Gather

We require this information to understand the customer’s needs and to provide better service, as well as for the following particular reasons:


  • Track interaction with support and behavior in regard to web traffic.

  • Assist with the improvement of our products and services.

  • Distribute notices, special offers and other communications that might be of interest.

  • Periodically, we may also use customer information to contact them for market research purposes, so we can further customize the website according to their interests.



How Customers Can Control What Personal Information You Share

The customer may choose to restrict the collection or use of their personal information in the following ways:


  • Whenever asked to fill in a form on the website, look for the box that can be clicked to indicate that you do not want the information to be used by anyone for direct marketing purposes.

  • If one has previously agreed to CLOUDSCAPE using their personal information for direct marketing purposes, one may change their mind at any time. Please, notify CLOUDSCAPE Support by emailing us at info@CSVape.com.

  • If the customer shares any information with CLOUDSCAPE, they have the option to review and update the information provided at any time through settings in their customer profile.

  • Customer may choose to receive emails and/or unsubscribe from receiving emails from CLOUDSCAPE.

  • The customer may choose at any time to disable their account.


We will not sell, distribute or lease a customer’s personal information to third parties, unless we have explicit permission or are required by law to do so. We may use a customer’s personal information to send promotional information about third parties in which we deem interesting to them only if we have been specifically granted permission to do so.


If you believe any of the information that pertains to you, that we currently possess, is incorrect or incomplete, please email us as soon as possible at info@CSVape.com for assistance or log into your account to make the appropriate changes.



Navigation Onto Other Websites From CSVAPE.Com


The CLOUDSCAPE website may contain links to other websites of interest. The inclusion of any links to alternative websites does not in any way imply endorsement by CLOUDSCAPE. CLOUDSCAPE does not review all of the sites linked to the CLOUDSCAPE website and is not responsible for the content of any such linked sites. Once you have used these links to leave our site, you should note that we do not have any control over these additional websites. Therefore, we are not responsible for the protection and privacy of any information, which you may provide, whilst visiting such sites due to the fact that CLOUDSCAPE’s Privacy Policy is not applicable. In addition, CLOUDSCAPE is not liable for false advertisements or incorrect pricing stated on any other websites. You should always exercise caution and read the privacy statement pertinent to the website in question, if you should have any concerns.




Protection of Data

CLOUDSCAPE is committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place regularly tested applicable security system applications and processes to safeguard and secure the information we collect online. CLOUDSCAPE is compliant with all PCI, PCI-DSS, PED and PA-DSS guidelines. PCI-DSS standards requires:


  • Regularly tested security systems and processes

  • Maintained policies that addresses information security

  • Protection of stored Cardholder data

  • Restricted access to Cardholder data by business need-to-know

  • Use of unique passwords and security parameters that are not default or vendor supplied

  • Assigned unique ID to each person with computer access

  • Installed and maintained firewall configurations to protect Cardholder data

  • Encrypted transmissions of Cardholder data across open, public networks

  • Regularly used and updated anti-virus software

  • Developed and maintained secure systems and applications

  • Restricted physical access to Cardholder data

  • Tracked and monitored all access to network resources and Cardholder data


Within reason, security measures that are implemented are not impenetrable. We do not guarantee the security of the database. In addition, we do not guarantee that any provided information will not be intercepted while in transmission over the Internet. Thus, transmission of any information is sent at your own risk. In having provided any personal information to us, or by using our services, it is agreed that we may communicate with you regarding security or privacy relating to your use of our services. In the event of any security system interruptions, we may attempt to inform you by sending a notice with all necessary relevant information.



Children's Privacy Policy

This section explains our practices with respect to the online collection and use of personally identifiable information from children under the age of 18. The CLOUDSCAPE website is not directed or to be used by children under the age of 18 and we do NOT knowingly collect personally identifiable information from children under the age of 18 as part of the website.


CLOUDSCAPE does not knowingly distribute such information to third parties. We screen users who wish to provide personally identifiable information in order to prevent users under the age of 18 from providing such information. If we become aware that we have inadvertently received personally identifiable information from a user under the age of 18, we will take the appropriate steps to delete such information from our records.


We do NOT knowingly allow children under the age of 18 to publicly post or otherwise distribute personally identifiable information through the website. Because we do not collect any personally identifiable information from children under the age of 18 via the website, we do NOT condition the participation of a child under the age of 18 in the website's online activities on providing personally identifiable information.


We do NOT specifically market to anyone under the age of 18, nor do we knowingly provide services or sales of our products to anyone under the legal age permitted to purchase nicotine products.



Age Verification Guidelines

The CSVape online retail store does market vaping products and provides informational discourse regarding vape industry products. By virtue of this, it is our duty to verify that all our customers are of legal vaping age in order to further combat underage usage. In order to do so, CSVape has reserved the right to utilize a third party verification service provided by Veratad Technologies. When your order is placed, the information you submit is then compared with government databases to verify your age and identity to prevent unapproved access to age restricted vapor products and fraud.


When placing an order on CSVAPE.COM, it is required to provide the following information:
Full legal name
Permanent address on Government issued Identification
Date of birth


If by chance the information that you provide is unable to be verified, you must provide a Government issued Identification such as a valid Drivers License or Passport. The name on the documentation provided must match the name that was input for the cardholder / delivery recipient when the order was placed.


After age verification is submitted, CSVape Customer Service will have received your order and will place it on hold until all information is verified as valid. During this time an Age Verification Specialist will manually review all submitted information to approve the order. Please allow for up to 2 business days for the age verification analysis and account update.

After the order is reviewed and all your information has been verified as authentic, the order status will be updated with a follow up email detailing your account and approved order. Any future orders will automatically go through as your information will have already been authenticated. If any information changes on your personal account, the system will commence with the age verification process once again.

Please note that if CSVape Customer Service is unable to correspond with you via email or telephone, it is our right to cancel your order within 72 hours after the initial email request for verification is sent. Prior to cancelling the order, Customer Service will attempt to communicate directly with you within those 72 hours via 3 standard emails. If there is no response subsequently thereafter, the order will be cancelled on the same day the last email was sent by 5pm Pacific Standard Time.

Take under advisement that if falsification of age and/or identity is detected to purchase products from the CSVape website, we reserve the right to pursue legal action. Additionally, CSVape will refuse service to anyone who is suspected of any type of fraudulent activity, including purchasing products on behalf of a minor, as it is punishable by law.

Age Verification FAQ Will there be legal consequences if I were to submit a fake or sample ID, driver's license or anything submitted for age verification that is not related to myself or the order?

Yes, there are legal consequences involved when an individual knowingly submits, for any reason, a type of identification that does not pertain to themselves to illegally purchase products. This is known as committing fraud and is punishable by both criminal and civil law.

If a customer submits a fake or sample ID, driver's license, selfie, blank/black screenshot or any image unrelated to the customer personally, any order(s) will then be refused and cancelled without question. There are absolutely no exceptions.

For my security, what if I’m not comfortable submitting an image of my legal identification or driver’s license on the website/internet?
In order to satisfy the conditions of the age verification process to successfully finalize an order, we must verify the identification and age of the customer. It is necessary to submit your name and DOB on some type of government issued identification or document. The customer's identification or driver's license number or address is not required and may be redacted from the image.

CSVape can assure you that all images of private documents submitted are processed via a secure system. In addition, all sensitive information received by CSVape will never be sold to any third parties for any reason. No exceptions.

Why am I suddenly being flagged for Age Verification despite having an account and placing orders in the past?
If you have previously ordered from our website without having to go through the Age Verification process and are now being flagged to do so, it is for the reason that the previous orders were made prior to the implementation of the Age Verification System.

Unfortunately the system does not take into account any previous orders. Due to changes in our policy, we ask that you follow the process to satisfy the conditions of the Age Verification System to successfully finalize any orders. Please take note that after a customer's identification and age has been verified, the email address associated with the account will be whitelisted for future purchases.

Why can I not place my order due to the age verification pop up at checkout that states, "You are not of legal smoking age"?
The Age Verification System will not hinder an order from being placed, rather the order will be placed On Hold. If you cannot finalize the order by clicking the "Submit Order" button or receive an error message upon doing so, please send us an email with a screenshot of the error message. When we receive an email with a copy of the appearing error message, Customer Service will investigate the circumstances under which you received this message to work towards completing your order.

Can I use my nickname when placing my order?
All customers are encouraged to place each order under their verifiable legal name. If an order is placed using an alternative name or nickname, the order being placed will not be able to be verified.

To properly verify an order, the name on file for the cardholder/delivery recipient is required to match the legal name as stated on the customer's ID or Driver's License.

All orders will be canceled if the customer is unable to supply appropriate identification corresponding to the name used to place the order as recognized by the customer's legal name stated on government issued documents on file for age verification authorization.

What if the name of the cardholder placing the order is different from the recipient?
Due to FDA regulations and strict policies regarding under-age sales, CSVape must verify the age of the cardholder placing the order, as well as the recipient. The customer placing the order will need to submit the required documents with their order number via email to Customer Service in order to satisfy the conditions of the age verification process and successfully finalize the order.

Can I use my military identification?
Yes, we accept military identification. To verify an order via military ID, we require photos of the front and back of your ID that disclose your full name and date of birth. Customers may submit photos and order number via email to satisfy the conditions of the age verification process and successfully finalize the order.

Why did the system refuse my order for being underage, but still charge me for the full amount?
To ensure customer satisfaction, the system will accept funds from a transaction to reserve the product(s) and/or specific quantities ordered. If a customer does not wish to proceed with the order or if the conditions of the age verification process are not satisfied to properly verify identification and age, the total amount charged will be returned directly to the specific payment method used to create the order. The time frame in which all funds are returned is subject to the financial institution in which the funds were disbursed.

Why is the system preventing me from uploading age verification documents after my order was placed?
If you cannot upload the necessary information via our website, the file size may be too large or there may be a technical issue occurring. All documents must be under 4mb. If the documents are too large, please try resizing and then attempt to resend them.

If you are still unable to send the documents through the check-out system, simply send an email to Customer Service that includes the correct order number and age verification documents. Customer Service will then promptly verify the order and report any issues to our Tech Department.