Payment

Which payment methods do you accept?

We accept a variety of payment methods, including credit cards, cryptocurrencies, etc. You can also choose to transfer directly to our bank account, we have a local bank account, you can view the available payment methods on the checkout page.


Why was my payment declined?

Payments can be declined for various reasons, such as incorrect credit card information, insufficient funds, or issues with the payment provider. Please ensure that the payment information you provide is accurate, or contact your payment provider to resolve the issue.

How can I obtain an invoice?
You can request an invoice during checkout, and we will send it to you via email.

Do you offer cash on delivery (COD) options?
We do not offer cash on delivery. You will need to use an online payment method when placing your order. Or contact us for direct transfer。


Is there an option to enter a discount code or gift card?

Yes, if you have a discount code or gift card, you can enter the relevant information on the checkout page to enjoy discounts.

Is payment secure?

We take multiple measures to ensure the security of payments, including encryption technology and payment processing compliant with PCI standards.

How can I receive an order confirmation after making a payment?

You will receive an order confirmation email immediately after a successful payment, containing detailed order information.

How can I request a refund?

If you need a refund, please contact our customer support team, providing order details. We will assist you in processing refund requests in accordance with our refund policy.


How can I view my order history after making a payment?

Log in to your account and go to the “My Account” page. In the order history section, you can view payment information and order status for past orders.

Shipping


What’s the shipping policy?

Countries that we can ship with DDP (Delivery duty paid) Method, it doesn’t request you do customs clearance and no duties for you.

  • USA –  UPS Express (except Alaska and Hawaii)
  • UK –  Local DPD Express
  • Europe – UPS Express/ DPD Express/ DHL Express

Country lists of Europe DDP Method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Shipments to European countries except UK will be cleared in Germany and shipped to other European countries from Germany.

  • UAE (Dubai only)
  • South Africa
  • Vietnam
  • West Malaysia（expcet Kalimantan Island）

Shipping Times for Specific Countries:

COUNTRYSHIPPING METHODSHIPPING TIME
USALocal UPS Ground10-15 Days
UKLocal DPD Express7-12 Days
GermanyUPS/DPD/DHL Germany8-13 Days
FranceUPS/DPD/DHL Germany8-13 Days
BelgiumUPS/DPD/DHL Germany8-13 Days
LuxembourgUPS/DPD/DHL Germany8-13 Days
NetherlandsUPS/DPD/DHL Germany8-13 Days
Czech RepublicUPS/DPD/DHL Germany8-13 Days
PolandUPS/DPD/DHL Germany8-13 Days
CroatiaUPS/DPD/DHL Germany8-13 Days
SlovakiaUPS/DPD/DHL Germany8-13 Days
SloveniaUPS/DPD/DHL Germany8-13 Days
FinlandUPS/DPD/DHL Germany8-13 Days
DenmarkUPS/DPD/DHL Germany8-13 Days
SwedenUPS/DPD/DHL Germany8-13 Days
AustriaUPS/DPD/DHL Germany8-13 Days
ItalyUPS/DPD/DHL Germany8-13 Days
HungaryUPS/DPD/DHL Germany8-13 Days
LithuaniaUPS/DPD/DHL Germany8-13 Days
EstoniaUPS/DPD/DHL Germany8-13 Days
LatviaUPS/DPD/DHL Germany8-13 Days
GreeceUPS/DPD/DHL Germany8-13 Days
IrelandUPS/DPD/DHL Germany8-13 Days
PortugalUPS/DPD/DHL Germany8-13 Days
SpainUPS/DPD/DHL Germany8-13 Days
UAE (Dubai)Dubai dedicated line12-18 Days
South AfricaSouth Africa dedicated line15-25 Days
VietnamVietnam dedicated line3-5 Days
West MalaysiaMalaysia dedicated line4-8 Days

Other countries
Except these countries list above, you need to do customs clearance and pay duties when package arrived to your customs, regarding to how much tax you need to pay, please inquiry local customs for details.

Your customs may require you to provide business license too. (if any)

How are shipping costs calculated?
Shipping costs are typically calculated based on the weight of the items, the shipping destination, and the selected shipping method. You can see the shipping cost during checkout.

What should I do if my package is lost or delayed?
If your package is lost or significantly delayed, please contact our customer support team. We will investigate and assist in resolving the issue.

How can I track my order?
You can track your order by logging into your account and accessing the “Order History” section. Or you can check the logistics by visiting the website ：https://www.17track.net/en. We also send order tracking information via email.

Do I need to pay customs duties?
Not required for now

What is the estimated shipping time?

Depending on the product, the stocking time is 1-5 days and the shipping time is 7-15 days.

Security


How is website security ensured?

We employ multiple layers of security measures to protect your data and transactions, including data encryption, firewalls, and regular security audits.

How is my personal information safeguarded?

We strictly adhere to our privacy policy and do not sell or share your personal information. Your information is used solely for order processing and providing customer support.


Is payment information secure?

We use a secure payment processing system that complies with PCI standards to ensure the security of your payment information.

How can I create a strong password?

Creating a strong password involves using a combination of letters, numbers, and special characters, avoiding easily guessable information like birthdays. Changing your password regularly is also a way to enhance security.


How can I verify the authenticity of the website?

Check the website’s URL to ensure it matches the official website. Additionally, look for the SSL certificate, which should indicate that the site is secure.

How do I report suspicious activity?

If you encounter any suspicious activity or security issues, please contact our customer support immediately. We will investigate and take necessary actions.

Are there anti-phishing measures in place?

Yes, we have implemented anti-phishing measures to help prevent fraudulent activities on malicious websites and emails.

Returns

I would like to change my ordered items. What should I do?
You can amend your order on or before 11:00 pm (PDT -7 GMT) on the same day the order was placed. Please contact us at info@Bigdogvapes.com to request changes.

How do I return a product?
We have a 15-day return policy, allowing you to request a return within 15 days after receiving your item.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, contact us at info@Bigdogvapes.com. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without prior return request will not be accepted.

For any return related questions, please feel free to contact us at info@Bigdogvapes.com or add our WhatsApp to contact us.