Complaint Policy

We take customer complaints seriously. Here’s how they will be handled:
1. How to Submit a Complaint
Email: sales@shopvapes.ca
Or phone: +1 (778) 919■0458
Provide name, order number, contact info, and detailed description of the complaint.
2. Acknowledgment
We will acknowledge receipt of your complaint within 2 business days.
3. Investigation
We will investigate the complaint, which may involve reviewing order records, speaking with internal
staff, inspecting product, etc.
4. Response
Within 7 business days (or a timeframe specified by local law), we will provide a response: what we
found and what we propose to do (refund, replacement, other remedy).
5. Escalation
If you are not satisfied with the resolution, you may request escalation to senior management.
6. Regulatory Authorities
If the issue involves product safety or law compliance (e.g. regulations for vaping products), we will
cooperate fully with regulatory bodies.