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Lighter USA Frequently Asked Questions
What is their shipping policy?
- They provide free delivery services for almost all goods. For many of their products, they even provide free USPS priority, USPS Express, and even next day airlines. However, due to the new laws and regulations, you need to pay $9.95 for all items containing Teal containing nicotine, such as e-cigarettes, disposable products, e-cigarette rings and e-juice. These items must be signed by an adult.
Please note that delivery time is not always guaranteed. Once the package leaves their factory, it is difficult for them to control the package. Most packages will be delivered within the time frame. However, due to other factors beyond their control (weather, rural address, natural disasters, shipping facility delays, etc.), temporary orders may exceed our shipping estimates. Therefore, they do not provide any form of freight refund. Also remember that weekends and holidays are not considered working days. They always ship packages according to the method chosen at checkout. If there is any delay, it is beyond their control. Please contact USPS or UPS.
What is their return policy?
They allow you to return all unused and unopened items within 30 days of the purchase order for a full refund or exchange. There is no need to restock. To start returning or exchanging goods with them, please click this link to obtain your return authorization. https://returns.lighterusa.com/ Once you choose the goods to be returned, they will approve your return. Then you will receive an email with a prepaid return label. Yes, they do pay for shipping labels. They also provide you with instant refund vouchers. You can use this voucher to purchase other items or the same item. You have 30 days to send your items back.
If you do not return the goods, their return company will contact you and mark your account. The returned goods must be exactly the same as the received goods, including the original packaging. Please attach a copy of your invoice (you printed it from their website) or a copy of the order confirmation they sent you by email. If the item is not in good shape, lacks parts, and is not the original, you will only get store points.
If the item is in good condition, the refund should be returned to the card. If you have any questions or concerns, please contact customer service at 888-575-4460. (9:00 a.m. to 5:00 p.m. ET) or email them.