Returns & Claims

MVO is a wholesale supplier, and every sale is final. We do not accept returns because an order was ordered in error, because product didn’t sell the way you expected, because you’re carrying too much of it, or because an item was later discontinued. Please order to what you can move.

What we do accept is a claim when we or the carrier got the shipment wrong. There are three of those, and they’re covered below.

We accept claims in exactly three situations:

• Damaged in transit — product arrived broken, crushed, or leaking.
• Shortage — you received fewer units than your invoice shows.
• Mis-shipment — we sent the wrong item.

Anything outside those three is not a claim, and we can’t accept it.

Inspect every shipment as soon as it arrives. A claim must reach us within 5 business days of delivery. We can’t accept a claim filed after that window closes — carriers hold us to their own filing deadlines, and once those pass the claim is unrecoverable for everyone.

Email returns@myvapeorder.com with your order number in the subject line, tell us which of the three situations applies, and list the affected items and quantities.

Send photographs of all three of the following:

• the product itself,
• the packaging it arrived in, and
• the shipping label on the carton.

Keep all packaging — cartons, inserts, and filler — until your claim is fully resolved. Carriers require the packaging for inspection on a damage claim, and if it’s already been thrown out the claim usually can’t be paid. Video is helpful if you have it, but it is not required.

Once we’ve reviewed your claim we’ll resolve it by replacement, a credit to your account, or a refund — the choice among those three is ours. Where your order carried a state excise charge, a credit or refund for returned or short units reverses the excise attributable to those units in proportion to the quantity credited.

If the error is ours — we shipped the wrong item — we pay the return freight and we’ll send you the label. In every other case, return freight is yours. Don’t ship anything back until we’ve told you to; product returned without our authorization may not be credited.

Opened nicotine product cannot be returned or credited under any circumstance. Once the seal is broken we cannot verify the product or lawfully put it back into inventory for resale. This applies regardless of the reason and regardless of the claim category.

Orders ship FOB Origin: title and risk of loss pass to you when the carrier takes possession at our facility, as set out in our Terms of Sale. We file transit claims with the carrier on your behalf as an accommodation, because we hold the carrier account and are the party the carrier will accept a claim from — not because we carry the risk of loss once the shipment leaves us. That’s also why the evidence and packaging-retention requirements above matter: they are what the carrier needs to pay the claim.

Claims are a normal part of wholesale, and filing one in good faith never counts against you. If an account files claims at an unusual rate, we may review the account together with you — typically to look at packaging, carrier routing, or receiving practices, since a recurring pattern usually points at something fixable in how the product is getting there.

Anything you’re unsure about, email returns@myvapeorder.com before the 5-business-day window closes. It’s always better to open a claim and have us tell you it isn’t one than to miss the deadline.