FAQ
Frequently Asked Questions
Ordering
Can I cancel or change my order?
To make changes to your order, please contact us by phone, email or through our contact form as soon as possible. While we’ll make every effort to accommodate, changes are not guaranteed. Once an order is processed or if more than 1 hour has passed since purchase, further changes may not be possible.
Support Hours: Our support team is available daily from 8:00 AM - 5:00 PM PST, with no phone support on Sundays. Orders are processed overnight to expedite shipping, so if you reach out after hours, we may respond the following day.
How can I check the status of my order?
After placing your order, you’ll receive a tracking number by email to monitor its progress. Please note that tracking provides estimated delivery dates, which may be affected by weather, logistics, or holidays.
To check tracking, log into your account on our website and navigate to your order history.
What if I haven’t received my package?
If tracking shows "delivered" but you haven't received your package, please contact us. We’ll investigate and work to resolve the issue.
What if I receive damaged or incorrect items?
If you receive a damaged or incorrect item, reach out to us, and we’ll correct it at no additional cost. A return label will be provided for incorrect items, and the correct items will be shipped. For damaged items, we may request photos to ensure a smooth replacement process.
Note: Product images, specifications, and ingredients are regularly updated, but manufacturers may occasionally make changes. The items you receive may vary slightly from the photos on our site.
Shipping
How soon will my order ship?
Orders placed before 1:00 PM PST generally ship the same day. Orders placed after 1:00 PM PST on Fridays are shipped the following Monday. Shipping may experience delays during holidays.
How long does delivery take?
Standard shipping usually takes 3-7 business days. For customers in California, delivery may take 1-3 business days depending on location. Please remember that weekends and major holidays do not count as business days.
Returns and Refunds
How do I return a product?
Returns are accepted within 5 days of purchase for unopened and sealed products. Typically, the buyer is responsible for return shipping, except for defective or damaged items (excluding disposable vapes), where we provide a shipping label. For defective disposable vapes, we offer a refund or store credit instead of a replacement.
Please fill out our contact form for return instructions, and a representative will assist you.
How long does it take to receive a refund?
Refunds are processed within 7 days of receiving the returned items and take 3-5 business days to post to your account. Refunds are issued to the original payment method, with store credit available as an alternative.
Payments and Billing
What payment methods do you accept?
We accept PayPal, credit card payments. Additional secure payment options may be introduced soon.
Will I be charged sales tax?
Sales tax applies based on your delivery location, and rates are calculated automatically at checkout in compliance with your state’s guidelines.
Can I apply a discount code after placing my order?
Discount codes must be applied during checkout and cannot be added retroactively to completed orders.
Product Information
Do your products come with a warranty?
Most items come with a 5-day return period for unopened and sealed products. Disposable vapes, however, are not eligible for replacement but may qualify for a refund or store credit in case of defects.
Why might the product I receive look different from the website image?
Manufacturers may update product packaging, ingredients, or specifications without prior notice. While we strive for accuracy on our website, the product may vary slightly from the images shown.
Can I purchase single items, or are only bulk orders available?
Yes, we cater to both wholesale and individual customers. Single-item purchases are available for certain products, though discounts apply for bulk orders.
Account and Technical Issues
How do I create an account?
To create an account, click on “Sign Up” at the top of our homepage, enter the required details, and follow the instructions to set up your profile.
What should I do if I have trouble logging into my account?
If you’re having trouble logging in, try resetting your password by clicking “Forgot Password” on the login page. If issues persist, contact our support team for assistance.
Can I view past orders in my account?
Yes, your account provides a history of all past orders. Log in and navigate to the "Order History" section to view your purchase details and tracking information.
Let customers speak for us
I was very pleased thank you so much for bringing back the tobacco cream
Very happy! Quick shipping and great communication. Product is as advertised.
💖
I recently purchased the LOST MARY MO20000 PRO, and it has exceeded my expectations in both flavor and functionality. Here’s a breakdown of my experience with this high-performance device:
Pros:
Incredible Puff Capacity: With 20,000 puffs, this device lasts significantly longer than most disposables on the market, making it great value for money.
Consistent Flavor Delivery: Every puff delivers a rich, smooth flavor from start to finish, with no drop in quality even as the battery life extends.
Rechargeable and Convenient: The recharge feature is a game-changer, ensuring I get the full use of all 20,000 puffs without worrying about the battery dying prematurely.
Sleek, Portable Design: LOST MARY has done an excellent job with the design. It feels comfortable to hold and fits perfectly in my pocket.
Cons:
Bulkier than Standard Disposables: Due to its high capacity, the device is slightly larger than traditional disposables, but it’s a small trade-off for the extended usage.
Limited Flavor Options: While the available flavors are fantastic, I’d love to see a broader range in the future.
Overall, the LOST MARY MO20000 PRO is an exceptional vape for anyone who wants long-lasting performance, excellent flavor, and the convenience of recharging. I highly recommend it for those looking for a premium experience!
Lost mary is by far one of the best vape brands and the MO20000 vape specifically lasts really long, hits smoothly and as always is very flavorful. I love that it charges fast, has the juice level and battery indicators…and the battery lasts really long too.
Best products, prices, and packaging! I'm officially a returning monthly customer. Thank you 😊
BJ wholesale is great place, the shipment was quick, the strawberry tonics are great flavor. They lost the whole way through. Better than mint or mental.
