Order before 2pm CST Monday-Friday for SAME DAY FULFILLMENT on most orders | In-Store Pickup available at select locations

Frequently Asked Questions

Welcome to our FAQ Page

Returns

Yes. You must return your product within 14 calendar days of the product being delivered. Please contact us prior to sending any returns back to us. Any returned product(s) must be returned in original packaging, and in new or like-new condition with receipt or proof of purchase to be considered eligible for a refund.


Refunds & Exchanges

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund or exchange after inspecting the item.

If your refund is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within 7 days, depending on your card issuer’s policies.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

***Tobacco/Vapor products must be returned in NEW and UNUSED condition with all original packaging to be considered for a refund. If you ship us a smoke/vapor product that has been used, we will not provide a refund and will not ship your product back to you. 

Yes. Tobacco/Vapor products must be returned within 14 days of shipping in 100% NEW and UNUSED condition with all original packaging to be considered for a refund. If you ship us a smoke/vapor product that has been used, we will not provide a refund and will not ship your product back to you. 

If there is a problem with your order, such as a damaged or defective item, please reach us via email at contact@shopshag.com ASAP (within 48 hours of delivery if possible) and we will do our best to resolve the situation. If an item arrived broken, please include clear pictures of the break/damage in question, as well as all of the packaging that came with the item(s) in your order. 

For any and all exchanges and returns, you have 14 calendar days to return or exchange an item from the date you received it. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

Tobacco/Vapor products must be returned within 14 days of shipping in 100% NEW and UNUSED condition with all original packaging to be considered for a refund. If you ship
us a smoke/vapor product that has been used, we will not provide a refund and will not ship your product back to you.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund or exchange after inspecting the item(s).

Shipping

We ship primarily via USPS using First Class Mail, Parcel Select Ground, Priority Mail, and Priority Mail Express. Occasionally we ship via UPS. We ship out of Des Moines, Iowa Monday through Friday.

Orders placed before 2pm will generally be shipped the same day.

USPS First Class Package: (3-5 days)

USPS Priority Mail: (1-3 business days)

USPS Priority Mail Express*: (1 business day*)

*Priority Mail Express 1-Day shipping is not guaranteed to arrive next day. However, selecting Priority Mail will speed up the delivery time compared to selecting First Class. 

We currently ship everywhere in the US. However, we cannot ship certain vaporizers or e-liquid to the following states: Vermont, Utah, Arkansas, Maine, South Dakota, and Michigan*.

*Customers in Michigan may still order e-cigarette vape devices, but they may not order e-liquids. 

Yes, our packaging/shipping is safe, discrete, and secure. We ship in plain brown or neutral colored boxes and packages. The return address will say "Shag Alternative Superstore". There will be no mentions of smoking or any other distinguishing markings. Also, the charge on your card statement will simply say "Shop Shag" along with other nondescript info. 

You can check the status of your order by following the link in your confirmation emails or signing in on our website. If you haven't received your order and you suspect a problem, e-mail us at orders@shopshag.com. Or give us a call at 515-287-9050. 

We ship these products to most states. Some states have laws prohibiting online sales of nicotine e-cigarette and e-liquid products. These states include: New York, Vermont, Utah, Arkansas, Maine, South Dakota, and Michigan*. Unfortunately, we cannot ship e-cigarette products to these states. If you order nicotine/e-cigarette products and your shipping address is in one of the states listed above, we will refund your original payment method for the e-cigarette product(s), and fulfill the rest of your order if there are more items. Shipping charges for the cancelled products cannot be refunded unless we cancel your entire order (if the order contains only e-cigarette products). 

This information is subject to change.

*NOTE: You may still order non-nicotine related vaporizer products if you live in one of these states.

*Michigan customers may still order e-cigarette vape devices, but they may not order e-liquids. 

Signature Confirmation is a service offered from USPS that requires an authorized signature from you or another responsible person at your address at the time of delivery. This service is required if you are ordering e-liquids/vaporizers to the following states: Iowa, Texas, Massachusetts, Nevada, North Dakota, Virginia, South Carolina, Delaware, or Hawaii.

If no one is present at the time of delivery, USPS will attempt to contact you to arrange a time to deliver it before bringing it back to the post office and returning it to us. 

Signature Confirmation for delivery of e-liquids and vaporizers is required at the time of delivery only if BOTH of the following are true:

a) You are ordering to one of the following states: Iowa, Texas, Massachusetts, Nevada, North Dakota, Virginia, South Carolina, Delaware and Hawaii.

AND

b) You are purchasing any e-liquid or vaporizer products.

This service is NOT required if you do not live in one of the above states and your age has been verified at checkout through AgeChecker (see below). 

Yes, if you are not home, a trusted friend or family member that you authorize can sign for your package. 

Uncategorized

In order to comply with state and federal laws, we must verify you are of legal age before purchasing our smoking and vaping products. We use a service called AgeChecker.net to do this.

AgeChecker is a service that provides age verification services to online stores that sell age restricted products such as vaporizers and tobacco related products.

The information you provide is used purely to verify your age. We never share or sell data to third-parties.

Your privacy and security are important to us. Access to all our services are protected with strong 256-bit AES encryption. All personal information is stored on a private internal network that is not connected to the internet.

We will store your DOB, name, and address so that we can verify you without photo ID if you order again. Photo IDs are not stored, they are removed as soon as you are verified.For more information, see AgeChecker.net's privacy policy.