Shipping, Return & Refund Policy

SHIPPING POLICY

Here at BGS Vape, we offer Canada Post Business Expedited shipping. Priority, alternate option, or other preferred shipping may be available at an additional cost. Please feel free to contact us if you need any further assistance.

In the event of a holiday, COVID 19 crisis or any other unexpected incidents, deliveries may be delayed. We will be able to provide the status of your order; however, we cannot provide an estimated time of delivery. Once the package leaves our store, we do not have control over the delivery process. At times, due to the high volume of packages, delivery companies may experience longer delays than anticipated. Please be patient with the process and we will do our best to keep you updated as possible.

In the case where we are experiencing a higher than normal volume of orders, shipments may be delayed. If a significant delay is expected with your order, we will contact you. We reserve the right to additional processing time if any questions or concerns regarding your order arise. We will do our best to get in touch with you via phone or email when it is absolutely necessary. Please make sure your contact information is correct and up to date during checkout.

Delivery time is an estimate and cannot be guaranteed. We process all in-stock orders 7 days a week, Monday to Sunday(excluding Canadian Holidays). Canada Post does not deliver on weekends or on major Canadian Holidays.

SHIPPING  & AGE VERIFICATION 

All first-order shipments or first credit card orders will require you to Sign and Show ID for Proof of Age (Age of Majority). After the first order, or the first credit card order, we may randomly ask you to Sign and Show your ID for Proof of Age (Age of Majority). If the Proof of Age (Age of Majority) option is asked by us, there are no exceptions.

All Canada Post Proof of Age option shipments will require you(the purchaser of the order) to sign upon the delivery. If your home address delivery attempt with the Proof of Age option failed because of your absence, your package will be delivered to the nearest post-office/pick-up station where it will be available for pick-up with your(purchaser of the order) Proof of Age. The purchaser of the order must be present, and please bring your valid government-issued photo I.D. Any fees associated with packages that are Returned to the Sender because Proof of Age was not able to be determined, will be at the receiver’s cost.

We will only ship to the address specified on your account, and only to the name specified on the account. If a shipment is returned to us because of an incomplete or inaccurate name or address it will not be re-shipped. If your package is returned to us, you must make the necessary changes to your account information and pay for re-shipment. 

It is your responsibility to make arrangements for delivery fulfillment if you do not anticipate being present for the delivery. BGS Vape is not responsible for the cost of any lost, stolen or undeliverable shipments that may result from being absent or without I.D.

Please note, that in an effort to prevent credit card fraud, and to protect your identity, orders placed with different billing and shipping information may need additional confirmation before fulfillment. This confirmation may be required in the form of additional credit card verification, valid photo ID and/or a phone call from our staff.

Age of Majority by Province

  • 19+: British Columbia, New Brunswick, Newfoundland and Labrador, Nova Scotia, Nunavut, Ontario, Prince Edward Island
  • 18+: Alberta, Manitoba, Northwest Territories, Quebec, Saskatchewan, Yukon

BGS Vape reserves the right to refuse to ship an order, for any reason.

RETURNED OR REJECTED SHIPMENTS

Canada Post has started to charge for return shipping on wrong address parcels, return to sender packages or any package that is returned to the sender. If the parcel is returned back to us due to the following reasons a return shipping fee will be charged to the customer: incorrect mailing address, incompletion of proof of age, or failure to show up and sign. In such a case, the customer will have to pay the return shipping charge before any refunds are given. Please note that we have a 10 percent restocking fee for all returns, and this will be deducted from your refund amount. Orders will not be reshipped unless a new shipping fee is paid by the customer.

SHIPMENT TRACKING 

We do our best to process all orders at lightning speed. Most orders will be dispatched within 24 business hours after receipt of payment and will be shipped via Canada Post with a Tracking number. You will receive a shipment confirmation email once your order has been shipped containing your tracking number(s). The tracking number will be active within 24 hours.  

Canada Post Shipment Order can be tracked at:

http://www.canadapost.ca 

SHIPPING INSURANCE

All BGS Vape shipments via Canada Post is insured up to $100.00 through Canada Post in case of loss or damage. Damaged glass items are excluded from insurance coverage since Canada Post will not cover the damage of any glass items. BGS Vape is not liable for any package damaged or lost during shipping. Lost, Stolen or Damaged shipments are the responsibility of shipping carrier companies such as Canada Post once they leave our warehouse. Please report any lost, stolen or damaged shipments to us and we will open a support ticket with Canada Post on your behalf. If an investigation has to be started with Canada Post it takes time for them to investigate a missing or lost package. Please cooperate with Canada Post in their investigation or failure to do so will result in them canceling the investigation and denying the claim.

SHIPPING DAMAGE

Despite our best packing efforts, some orders may be damaged in shipment. If you have received an order with damages you can do the following:

  1. Refuse the shipment if the package is clearly damaged
  2. Immediately inspect the outer packaging and contents for shipping damage
  3. Report this damage to us (BGS Vape) within 24 hours of delivery

If you don’t report damages to us within 24 hours of product delivery it will be impossible for us to make a claim with the carrier and will make it impossible for us to reimburse you for shipping damages.

Even if you do not intend to unpack the shipment right away, any damages must be reported to us within 24 hours of delivery.

If you have any further questions or concerns about our shipping policies, please feel free to contact us.

FREE SHIPPING OR SHIPPING CHARGE

BGS Vape offers Canada Post Expedited shipping with a flat rate charge of $10 for all orders under $100(before tax), in exceptional circumstances, additional shipping charges may apply. We are happy to offer Free Shipping on all orders over $100(before tax) to any Canadian addresses. Some exceptions could apply. Clearance or Promotion items may be excluded from free shipping. BGS Vape reserves the right to make a change at any time and at our sole discretion.

INTERNATIONAL SHIPPING

At this time, we are not accepting any international orders. We will not ship to the United States or any other countries. We only ship to Canadian addresses.

ORDER CHANGES & CANCELLATIONS

Order changes or cancellations are possible before the order is shipped. Please contact us as soon as possible and we will do our best to accommodate any changes as long as the order has not yet been shipped. Once an order has shipped, you must return the package to us prior to receiving a refund, and 10% restocking fee will be applied. The shipping fees are not refundable.

RETURN, REFUND, EXCHANGE, & WARRANTY POLICY

Here at BGS Vape, our mission is to provide you with the highest quality products and services possible fulfilling customer's needs and wants. We will put our best effort to work with you to provide the right goods or services. We think that effective communication with our customers is a key to our business success, and we believe this will help us to keep returning customers.

We want you to be happy and satisfied with our selections and services. If you have any concerns or need, please contact us. We will always be there for you before the purchase, after the purchase or when something is not right.

We work closely with many best-selling brands and suppliers from around the world providing a huge product selection. Despite our best efforts and intentions, we adopted Return, Refund & Exchange policy for the unfortunate events. Please review the policy before you make the purchase.

Our return policy lasts 7 days. If 7 days have passed since your purchase, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original manufacturer-sealed packaging. If an item does not come sealed as originally, we are unable to take a return on it.

Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no refund or exchange will be given and the package will be returned to you at your expense. The reasoning for this is due to unsanitary conditions for resale after returns. Please do not open and use any product if a return is being considered. 

Several types of goods are exempt from being returned even if they are unopened or in original packaging.

All clearance, liquidation, final sale, and discontinued products are not eligible for return with no exceptions. Sale products or certain excluded products may not be eligible for return.

All Cannabis accessory products and E-Liquids are final sale, and they will not be eligible for return whether it's used or not/ whether it's sealed or not /whether it's in original packaging or not with no exceptions. 

Coils, Batteries, chargers, Drip tips, Rebuildable products, Accessories, Glasses are final sale, and they will not be eligible for return whether it's used or not /whether it's sealed or not/whether it's in original packaging or not with no exceptions. 

To complete your return, we require an original receipt or proof of purchase.

Any package that is returned to sender because Proof of Age was not able to be determined will not eligible for a refund.

You will be responsible for the shipping costs of returning your item. Shipping costs are non-refundable. Any package that was returned to us due to other reasons that BGS Vape is not at fault for will receive a refund excluding the actual cost of shipping fee, and 10% of the restocking fee.  

RETURN ADDRESS

Please return your product(s) to us within 7 days. For your return please contact us before you ship out your product(s). You will be given instructions, and you will be simply required to fill out return forms stating reasons for a return, order number, product details, and purchaser's contact information. After return forms are filled and confirmed by us, you can send us the package. Be sure to email us when your items are being sent to us.

Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. BGS Vape is not responsible for loss or damage during transit.

Please use the following address for all returns:

BLOOR GIFT AND SMOKE

952 Bloor Street West, Toronto, ON M6H 1L6

REFUNDS (If Applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a refund amount will automatically be applied to your credit card or original method of payment, or store credit within a certain amount of days.

Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.

Credit Card purchases will receive a refund via the original credit card used to make your purchase. Other payment purchases may not be eligible for the same payment method refund and may receive store credit in the form of a coupon for the value of the returned product(s) after receipt and inspection of returned items by us. The coupon can be used only on our website (bgsvape.com) check-out page.

Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.

Please note: we cannot process return or refund requests without proof of purchase.

GIFT PRODUCTS RETURNED

If the item was purchased with a gift card and was returned, you’ll receive a store credit for the value of your item with no exceptions. Once the returned item is received and inspected, you will receive an email with a coupon for the value of the returned product(s). Shipping fees may have been deducted from the original amount in some cases. The coupon can be used only in our retail stores or on our website bgsvape.com check out page.

WRONG OR MISSING ORDER ITEM(S)

If we make an error when fulfilling your order, please contact us within 24 hours of receiving your package to initiate a claim. A brief email explaining an error is the quickest way of initiating claims. All of our shipments are double-checked and triple-checked before shipping, but mistakes can happen although very rare. We may ask for photos of incorrect or damaged items before sending you replacements, and in some cases may ask that items be returned, but rest assured we will always ensure you get what you ordered.

Incorrectly received items must be returned to us. We provide you with a prepaid return label via email to send back the product(s) free of charge. If we do not receive the item(s) within 30 days, we reserve the right to charge the original payment method used to make your purchase for the full dollar amount of the product(s). We sincerely apologize for any inconvenience. 

WARRANTY

At BGS Vape, we offer a 30-days limited warranty or a 90-day limited warranty from the day the items are delivered from the BGS Vape retail store or our online site “bgsvape.com”. The warranty period varies depending on the manufacture's warranty policy. We do not handle the warranty with the product that is not purchased through our company. 

Warranty is not valid in the following cases:

  • Consumable products are not covered by warranty such as tanks, atomizers, rebuildables, mechanical mods, coils, pods, batteries, chargers, drip tips, accessories, apparels, drug testing kits, glasses, pod systems, disposable vapes, disposables, cannabis accessories, e-liquids
  • Liquidation, clearance, discontinued products, final sale products are not covered by warranty
  • Failure/damage caused due to improper use or unauthorized repair
  • Failure/damage as a result of excessive force such as dropping or abuse
  • Failure/damage as a result of usage outside of recommended operating instructions. (See usage manual for operating instructions)
  • Damage/failure caused by improper use. This includes water damage, juice spillage, and fire damage.
  • Tanks that are leaking are not covered under warranty
  • Dry Hits, or shorted Coils are not covered under warranty
  • Loss or damage due to missing components
  • Stripped/damaged threads, crooked 510 connection due to over tightening
  • Damage to the finish (cosmetic issues), or scratches from a brushed finish.
  • Rattling or sticky buttons
  • Software issues
  • Using the improper or damaged battery in the device
  • Modifying a product in any way automatically voids the warranty.
  • Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
  • Items outside of our warranty period

Warranty is covered in the following cases:

  • DOA Devices (Dead on Arrival, Not turning on or functioning)
  • LED screen issues
  • Charging port issues
  • Battery issues (turning off when firing, etc)
  • Chip malfunctions auto-firing, not recognizing any atomizer, "low battery" on a fully charged battery (with no liquid damage).
  • Manufacturing defects

Some products will have minor flaws and that is to be expected during manufacturing. We can only accept a return or exchange if an item is defective (malfunctioning).

If you think you are still covered under warranty, please contact us and we will be happy to help you with the warranty process or troubleshoot the process. Some warranty claims can be simply resolved with the right guidance from our experts.

In order to speed up your warranty process much quicker, please prepare your answers to the following questions. 

General Inquiry:

  • Was the device working out of the box?
  • When did the problem first arise?
  • Can the problem be replicated?

Visual Inspection:

  • Is the exterior damaged, scuffed, scratched, or bent?
  • Is the battery door in good condition?
  • Are the battery terminals damaged or shifted?
  • Are the 510 pin, seal, and threading damaged?
  • Are there signs of water damage?
  • Are there signs of fire damage?

Troubleshooting:

  • Does the issue persist with different tanks?
  • Does the issue persist with different batteries?
  • Are the device settings correct?
  • Can the issue be resolved with a firmware update/downgrade?

All warranty will require you to provide the purchase of proof (original receipt). In certain cases, we will require you to provide with Serial Number and Security Code as well. We strongly recommend keeping an original box or warranty certificates which usually contains, serial number and security code.

We will do our best to meet your satisfaction. We thank you for your patience while we process your warranty.

WARRANTY EXCHANGE (IF APPLICABLE)

We only replace items if they are defective, and not damaged. 

Items that are DOA (Dead on Arrival) or still under warranty, are eligible for an exchange only. We will exchange the item with the exact same item, in the exact same color. Exceptions may apply if the item is no longer being actively stocked, store credit will be rewarded.

Note that the exchanges only take place after investigation and examination of the item(s). We will contact our distributor to verify the process to determine if the item is valid for exchanges or returns. Please understand that this process can take time.

We do not offer store credit or refunds on warranty exchanges.

E-LIQUID

E-Liquids are not covered by warranty, and cannot be returned or exchanged. For consumer safety reasons and due to their consumable nature, all E-Liquids are Always Final Sale. 

E-Liquid may taste different depending on the steeping period if they are not the same batch. E-Liquid may need to be well shaken. E-Liquid may taste different in a different setting or with different devices. E-Liquid may taste better with freshly cleaned devices. E-Liquid may taste better with fresh wicks, pods or coils. 

POD SYSTEM, PRE-FILLED PODS & DISPOSABLE VAPE

Pod System, Pre-Filled Pods, and Disposable Vapes are not covered by warranty, and cannot be returned or exchanged. For consumer safety reasons and due to their consumable nature, all Pod System, Pre-Filled Pods, and Disposable Vapes are Always Final Sale. This is required by Sanitary Health Regulations for manufacturing and also gives you the peace of mind to know you will never receive a product that is refurbished, used, or been in another customer's hands or mouth! 

Should you have an issue with the purchased Pod System, Pre-Filled Pods, or Disposable Vapes you may contact the manufacture directly. We all know the successful companies will love to hear from their customers, and consider your input as a valuable asset. The major manufacturer usually have their own way of compensating for your loss! 

If you have any questions about our products, feel free to contact us.

CANNABIS VAPORIZERS & CANNABIS ACCESSORIES

Cannabis Vaporizers that are brand new, unopened, and unused may be eligible for return for store credit or exchange within a 7-day return policy period. The return will not be accepted if the original package sealing is broken or authenticity seals on the packaging are damaged. If the device originally comes with no sealing or no authenticity seals, then there will be no return or exchange.

All cannabis vaporizers (used or opened), and all cannabis accessories (used, opened, or unopened) are Final Sale, which means that they cannot be returned, refunded or exchanged.

All Cannabis Vaporizers are directly covered by the manufacturer's warranty after purchase. Most cannabis vaporizers provide a warranty, varying from 14-days to 10-years. All warranty processes will require an original purchase receipt. You might need the original package if the Serial Number is printed on it. Please refer to individual manufacturers' warranty guidelines and terms to determine your product's eligibility for a warranty from its manufacturer. If you have not purchased one yet, we strongly recommend spending some time researching products and manufacturer warranties prior to purchase the cannabis vaporizers.

If you have any questions about our products, feel free to contact us.

LIQUIDATION, CLEARANCE, & FINAL SALE PRODUCTS

All clearance, liquidation, final sale, and discontinued products are not covered by warranty with no exceptions. Sale products or certain excluded products may not be valid for warranty. 

*All policies written here at BGS Vape, we reserve the right to make changes at any time and in our sole discretion.