We want nothing more than for our customers to feel they receive quality products and high-quality service. After the receipt of your order, we offer a 30-day return policy on any DOA (dead on arrival) items.
Please inspect and test all products immediately upon receipt, the 30-day return window begins upon delivery regardless of whether the product(s) were opened or not.
After the 30-day return period ends, we try our best to provide as much assistance as possible with any manufacturer defect problems that may arise. We value your business and always try to work out the best possible solution to issues on a case-by-case basis. We strive to be as reasonable and fair as possible to our customers.
Due to health and hygiene, consumables are always final sale (e-liquid, coils, tanks, accessories, drip tips, replacement parts, rebuildable supplies, etc.).
Our 30-day warranty begins the day the items are delivered to you.
The customer assumes all costs in shipping the items back to BullfrogVape and BullfrogVape assume all costs in shipping the items back to the customer. Any customer shipping costs incurred are non-refundable or creditable.
What is not covered by our warranty?
- E-Liquid, Atomizers, Tanks, Disposable Vape Devices (puff bars), Rebuildable Products, Batteries, Mechanical Mods, Drip Tips, Coils or any other accessories on the device itself are NOT covered.
- Failure or damage caused due to improper use or unauthorized repair
- Failure or damage as a result of excessive force such as dropping or abuse
- Failure or damage as a result of usage outside of recommended operating instructions. Always follow and adhere to the operating instructions of the device’s user manual.
- Damage or failure caused by improper use. This includes water damage, e-liquid spillage, and fire damage.
- Leaky tanks are not covered under warranty
- Loss or damage due to missing components
- Stripped or damaged threads, crooked 510 connection (Atomizer not sitting flush, etc.)
- Damage to the finish (cosmetic issues), or scratches
- Rattling or sticky buttons
- Modifying a product in any way, automatically voids all warranty
- Defects caused by normal wear and tear or otherwise due to the normal aging of the product or items outside of our warranty period
What is covered by our Warranty?
- LED screen issues
- Charging port issues
- Battery issues (turning off when firing, etc)
- Unit auto-firing.
- Chip malfunctions
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).
Returns and/or exchanges may incur a 10% restocking fee on items. This includes packages not signed for during delivery and returned to us by the shipping courier. We can only accept returns on manufacturer sealed items. If an item does not come sealed as it was originally, we are unable to take a return on it. Returns and exchanges are made in the form of store credit and added to your account as such. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no credit will be given, and the package will be returned to you at your expense.
Every package that we ship utilizes our two-step and/or Canada Post's Age Verification service. If you choose not to verify with us Canada Post must verify that you are 19 years of age or older. If Canada Post cannot verify your age, they will ship the items back to us. Final sale items are non-refundable. Any items that are eligible for a refund will be done so minus a FIFTY PERCENT (50%) restocking fee, as well as any shipping charges incurred for shipping the items to you, and for Canada Post to ship them back to us. This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.
Wrong or Missing Order Item(s)
If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. A brief email to email@example.com alerting us of an error is the quickest way of initiating claims. We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience.
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).
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 colour. Exceptions may apply if the item is no longer being actively stocked.
We can not offer store credit or refunds on warranty exchanges.
Refunds & Store Credit
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Where applicable, we issue a store credit for the value of the returned product(s) after receipt and inspection of returned merchandise.
Please note that we cannot process return or refund requests without proof of purchase.
Non-Returnable & Final Sale Items
All Sale items are non-refundable and ineligible for returns, refunds, or exchanges.
We also cannot accept returns of tanks, rebuildable atomizers, mechanical mods, batteries, replacement parts, accessories or e-liquid.
Our 30-day return policy does not include coverage of accidents and user errors such as over-tightening atomizers, stripping threads, broken glass, physical damage, dropping products, water damage, exposure to extreme temperatures, not adhering to manufacturer provided usage instructions, or any misuse of products, electronic or mechanical.
We do not accept returns for normal product wear and tear, for example cosmetic blemishes or natural patina.
Return Merchandise Authorization
To initiate a return or exchange you must first obtain authorization from us. To do so, please start the process by sending us an email to: firstname.lastname@example.org with a detailed description of the issue along with photos or videos if possible.
After you receive Return Merchandise Authorization, please return your product(s) to us within 30 days. Be sure to include a printed copy of your Return Merchandise Authorization Approval email.
Pack all merchandise safely to prevent damage during transit. We strongly recommend using a shipping method with tracking & insurance. BullfrogVape is not responsible for loss or damage during transit.
Please send returns to:
149 Hespeler Road, Unit 2