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FAQ

1. What carrier do you use to ship the products?

We utilize United States Postal Service for all our product shipping.

 

2.  If I order today, when do you ship out my order?

We guarantee same day shipping at Valencia Clouds.  Our cutoff for same day shipping is 1:00PM PST.  For Priority Mail Express, orders must be received by 12 noon PST.  From time to time. depending on the volume of orders that come in after our 1PM shipping cutoff, we may process a second batch later in the afternoon by 4PM.  If not, your order will ship out first thing the next morning

 

3. Will tracking be provided?

Yes, All orders will include tracking numbers provided by USPS.  Please allow at least 24 hours for tracking information to be updated.  Please note that Valencia Clouds CAN NOT guarantee any estimated date of delivery provided by the carrier.  As soon as your order leaves our warehouse, we no longer have any control of it's whereabouts and/or delivery schedule.  

 

4. Do you ship overseas?

Yes! We have different shipping options for Worldwide shipping. At checkout, real time shipping quotes are provided for your convenience, so that you can choose how fast your order will arrive at your doorstep.  Valencia Clouds are not liable for seized products due to varying regulations on e-cigarette products of countries outside the United States.   If denied by customs, we can only refund your order if they are returned to us, but not on seized items.  Please check the laws and regulations in your country before placing your order.  

 

5.  How much do you charge on shipping?

Shipping cost will depend on the destination and your choice of shipping method. At checkout, real time shipping quotes are provided for your convenience. So that you can choose how fast your order will arrive at your doorstep.

 

6. If i have any more questions what email address can I send them to?

We love hearing from our customers, so please send us your questions, you can contact us at sales@valenciaclouds.com or valenciaclouds@gmail.com.   We also have a Live Chat available online!  Drop a line and say hi!

 

7.  How do I use my Rewards Points?

 

Logged in on a computer:  Once logged into your Valencia Clouds account, you will see a black tab at the bottom left of your screen that reads "Rewards Points".  Click on that tab and you will see options to click on how much of your points you would like to use as discount for your next order.  Once you make a selection, you will see a pop-up with your coupon code to copy and paste to enter at checkout.  Coupon codes awarded from your rewards points CAN NOT be combined with any other promotional deals we offer.  They are however, CAN BE combined with store credits.  Please do not hesitate to call us if you come across any problems.  

 

Logged in on a mobile device:   Scroll all the way to the bottom of the page and switch from Mobile Site to Standard Site.  Once you have done so, you will see a a black and gold circle that reads "VC Rewards'.  

 

8.  Do you ship to Canada? 

Yes, we do ship to Canada.  Processing time of all packages through the Canadian Customs vary.    

 

9.  Once shipped, is my package insured?

ALL packages are insured when US Priority Mail method is chosen.  Valencia Clouds is not responsible for filing for claims on lost or stolen packages with USPS. It is your responsibility as a customer to file for such claims with the shipping carrier when necessary.  For questions regarding filing claims, please contact the shipping services company you've selected and be sure to have the tracking number available.  

 

10.  If I order from outside the U.S., does the shipping amount I pay cover any custom duties/tariffs?

No it does not.  The shipping amount charged to you at the time your order was placed only covers the amount it costs us to ship the product(s).  You are liable for any additional tariffs or duty that you may incur from the local customs/border authority in your country.  

 

11.  Do you offer Military Discounts?

We are grateful to the men and women who are in any branch of the US Military for their service to our country.  Please email to us your valid Military ID at valenciaclouds@gmail.com and we will be happy to reply back with a coupon code for you to use at checkout.  Please note that your Coupon Code will be unique to each account and traceable.  Once shared with non-military friends/family, it will be immediately revoked if used with another Valencia Clouds account not associated with the coupon code we issued to you.    

 

12. Do you have any Social Media presence?

 

Yes!

Facebook: https://www.facebook.com/cloudsofvalencia

Instagram: @ValenciaCloudsDotCom hashtag: #ValenciaCloudsDotCom or https://www.instagram.com/Valenciacloudsdotcom/

Twitter: https://twitter.com/valenciaclouds or @ValenciaClouds

 

13. What if I made a mistake on my order?

We apologize but unfortunately we are unable to make changes to an order after the credit card has been charged. So we urge you to go over your order before finalizing your purchase.  On a case by case basis, we may make an exception.  Please feel free to call us and we will do our best to correct the situation.  Please keep in mind that due to our Same Day Shipping, orders can move along pretty quickly from the time it is placed to our shipping que.  So we ask that you to call us immediately as soon as you realize something on your order needs correction, etc.  

 

14.  Order Cancellation:

ALL ORDERS once placed on our online store CAN NOT be cancelled/refunded.  As clearly stated on our Return Policy, NO RETURNS are honored, unless you received a faulty product, for which we can send a replacement .  However, REFUNDS CANNOT BE ISSUED.  

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