Shipping & Returns
YOU ARE RESPONSIBLE FOR KNOWING YOUR LOCAL LAWS FOR Nicotine and Cannabinoid products. We are not liable for undeliverable shipments or fines accrued.
SOME INFO TO CONSIDER: PACT ACT
In December 2020, a congressional amendment to the PACT Act was signed into the law as part of the omnibus spending bill. The effect of this new law broadens the definition of tobacco products to include electronic cigarettes, vapes, E-Liquids, and vaping accessories.
Starting March 27, 2021 the PACT will require online retailers to collect state and local excise taxes on vaping products and require Adult Signature (21+) on all deliveries nationwide. Other compliance requirements include labeling and packaging, record-keeping, and State and Federal registration and reporting.
In addition to these requirements, the major shipping carriers will no longer be shipping vaping products.
Unfortunately, we may not have full shipping coverage for the initial rollout and we, therefore, may not be able to serve our entire customer base due to lack of carrier service. However, we are constantly looking into ways to expand shipping to all locations. Shipping options, costs, and coverage area will be made available during the checkout process once this carrier has become available on our site.
We ship to all States in the U.S, Puerto Rico, Guam, U.S Virgin Islands, APO and FPO addresses. For armed forces, please select APO/FPO addresses for the correct shipping method.
*As stated before, if you will be ordering any products containing Nicotine or Cannabinoids you are responsible for knowing if its deliverable to you. Once item is shipped, we are no longer responsible for the package. You can use the tracking information uploaded to your order to contact the USPS for additional information.
For international, we are currently shipping to most of the countries. If your country is not listed during the checkout process, we are unable to accept payment from or ship to your country at this time. See more information below for international customers.
Adult Signature Upon Delivery
All states now require Adult Signature Confirmation upon delivery for packages containing e-cigarette related products. To receive this package, the recipient must be at least 21 years of age and present upon delivery with valid ID to accept the package.
When will my order be shipped?
There is a 24-48 business hours processing time for all orders, with most orders sent out for delivery within 24 business hours. We strive to ship orders out as quickly as possible with processing priority to customers with paid shipping. After the processing period, a tracking email will automatically be sent to the email on the order to showcase that the package is ready for shipment and sent to USPS for shipping deliveries. All shipping transit times are estimated delivery time.
Note: During the busy holiday season and after holiday sales, processing can take up to 72 business hours. Our team works hard every day to ensure customers receive packages as soon as possible so we greatly appreciate your patience.
We process orders from 10 AM CST - 4PM CST on weekdays. We do not process orders on Saturdays, Sundays, Fourth of July, Thanksgiving, Christmas or New Years Day.
All international customers must be aware of the customs and importation laws for their respective country. Furthermore, all duties, taxes, VAT, and any shipping service-related fees are not covered, and customers are responsible for these payments.
Masterpiece LLC is not responsible for any packages that are seized or stop by the authorities, or any fees that are required for international duties. In other words, as a consumer who chooses to purchase and have products shipped to a country outside of the United States, you are taking responsibility for your purchase, and acknowledging that you are aware of the laws pertaining to such shipments. Please contact your local authorities for more rules and regulations regarding electronic cigarettes and vaping products.
Shipping charges are non-refundable. Refunds are only applied to products that are returned to our facility. If the return of your package incurred any types of return fees or duty fees, those charges will be deducted from your refund for the returned items.
All products sold are listed in US Dollars and will not be automatically converted into your local currency. Masterpiece LLC is not responsible for any conversion fees associated with international orders.
Please note that all international shipping delivery time varies based on location. Unfortunately, we do not have an estimated time of arrival due to instances of customs and importation delays.
For Priority International shipments, tracking will show movement from our facility to the US international Sort Facility and then once it arrives in your country (If you have not received any update, please contact your local customs agency).
Due to high volumes of packages that USPS receives, please keep in mind that tracking information may not be automatically updated. While USPS offers reliable and expedient service, errors and delays may occur. Errors and delays caused by or as a result of USPS are not the responsibility of Masterpiece and must be resolved by contacting USPS directly in the contact provided below. We do not guarantee transit times and shipping fees are non-refundable through us.
For more information, please contact the carrier directly. If you feel your shipment was late due to a service failure, a claim can be filed by contacting the shipping carrier:
USPS® Customer Service
Call 1-800-ASK-USPS® (1-800-275-8777) to file a claim
Hours of Operation
Monday - Friday 8 AM - 8:30 PM ET
Saturday 8 AM - 6 PM ET
Once your order has been shipped, the tracking number will be sent to the email address registered to your account. This information can also be viewed when logged into your account in the "my account" page.
Please do not be alarmed if the delivery confirmation (USPS version of tracking) for your package has not updated in a few days. USPS delivery confirmation does not update until the package has reached a sorting facility, transit locations, or your local post office. There are no updates in between and all delivery issues should be addressed with your local post office.
USPS offers speedy and reliable service at a low cost. However, they can and will occasionally make the mistake of mis-routing a package. Unfortunately, these errors are out of our control, and we are not responsible for errors or delays by USPS.
Incomplete or Incorrect Address Submissions:
Please review your shipping address carefully when placing an order. Errors in the shipping address will cause delays in transit times or returned orders.
Lost & Undelivered Packages:
Lost or undelivered packages are not the responsibility of Masterpiece LLC, and any issues arising from packages not received must be resolved by the customer, with the postal carrier in use. Masterpiece LLC strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 48 hours of the last tracking update.
Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. Masterpiece LLC is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user.
Once your order has been shipped, USPS is responsible for the delivery of your package.
If you entered the wrong address for shipping on your order, the customer is responsible for contacting USPS to re-route the package, re-schedule delivery, and any charges associated with these services.
If your tracking information shows that your package has been delivered, Masterpiece LLC is not responsible if USPS did not deliver the package to the correct address, or directly to the customer, whether lost, stolen, or missing. The customer is responsible for contacting Route (within 30 days), or USPS to obtain a reimbursement.
Please read our returns policy completely before you make your purchase, we want you to be 100% confident that your purchase is in the right hands.
We have a no returns policy due to the nature of the products we sale,
Exceptions are given to certain brands per the manufacturer warranty:
Geekvape mods/pod systems: 90 day limited warranty
We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund with a few exceptions:
Due to the nature of such items and to protect our employees and customers safety we do not accept returns of any: tanks, atomizers, coils, E-liquids, batteries, replacement glass, drip tips, pods, disposables, or any product under the 'alternatives' category. This includes alternative brands like Yocan, SOC, ect.
No disposables will be acceptable for return or refunded for any reason as these items are not backed by a warranty from the manufacturer.
If a non-defective item needs to be returned it must be unopened and unused. Any non-defective items that have been used or opened will not be accepted under any circumstances and are not eligible for return.
Defective hardware has a 30-day limited warranty and can be returned for refund. These items will be tested at our facility prior to a refund being issued. Defective Items must not show any signs of excessive wear and tear. The items must exclude damage as a result from accidents, abuse, disassembly, customized modification, user error, or consequential and incidental damages, i.e. any product damaged by the recipient is not covered under this warranty.
For defective items to be accepted for return, the item must be returned with all original packaging including: manuals, paperwork, accessories, etc.
All dead on arrival items, damaged, missing, or wrong items must be reported back to us within 48hrs of receiving your order. Inspect all items carefully when you receive your order, it is your responsibility to report all issues within this time frame. Minor scratches, cosmetic blemishes, or discoloration are considered normal and is not covered by this warranty.
ALL returns are processed as a refund, no matter what option is selected at time of selecting return options.
Compatibility between our products is your responsibility, we suggest you do your research on items prior to placing your order as incompatibility issues are not grounds for eligible returns.
Return shipping costs are not covered by Masterpiece LLC, you are responsible for the costs to return any items to us. We do not offer any reimbursement for shipping costs for any reason.
All clearance/sale items, and disposable sales are final. We do not accept returns or refunds on these items, this includes defective items in these categories.
- Shipping charges are not refunded unless product is being returned due to our error.
- Returns are handled on a case-by-case basis and authorized at our discretion.
- Non-defective returns are subject to a 20% restocking fee.
How To Start Return Process
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
We will notify you via e-mail once we've received the above return request.
After we receive your return request we will let you know what we need you to do.
If applicable we will contact you and provide you a shipping address to return the item.
For more information, contact: firstname.lastname@example.org
Masterpiece LLC is not responsible for orders that are placed incorrectly by the customer. We reserve the right to refuse returns or exchanges of products on orders that were filled and shipped correctly. If you have questions or are unsure regarding a product. it's function or compatibility, please contact us before placing your order. We are more than willing to provide further product description, clear up any confusion, or provide advice about the products we sell.
If your order is received and contains incorrect items or is missing items, then you must notify us within 24 hours of receipt of the package. We will certainly fix any mistakes that we have made, but we must be notified in a timely manner.
All other warranties and exchanges will be handled on a case by case basis and are subject to our determination. To the fullest extent permissible pursuant to applicable law, Masterpiece LLC disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchant ability and fitness for a particular purpose and non-infringement. Masterpiece LLC does not represent or warrant that the functions contained in the site will be uninterrupted or error-free, that the defects will be corrected, or that this site or the server that makes the site available are free of viruses or other harmful components. Masterpiece LLC does not make any warranties or representations regarding the use of the materials in this site in terms of their correctness, accuracy, adequacy, usefulness, timeliness, reliability or otherwise. Some states do not permit limitations or exclusions on warranties, so the above limitations may not apply to you.