returns & warranty
We want nothing more than for our customers to receive the highest quality products and exceptional customer service.
After your order has been received, we offer a 14-day warranty policy on any DOA (dead on arrival) or unused factory sealed items in the manufacturer's original packaging.
Unfortunately pods and disposables are always final sale due to their consumable nature unless DOA (dead on arrival).
Please e-mail us at firstname.lastname@example.org to start your return process.
Our 30-day in-store warrantyfor devices begins the day the items are marked as delivered by the courier. Customers assume all costs in shipping items back to Nimbus Pods, and Nimbus Pods assume all costs in shipping the item back to the customer. Shipping cost is non-refundable/creditable.
What is not covered by our warranty?
- Failure or damage caused due to improper use or unauthorized repair
- Failure or damage as a result of excessive force such as dropping or abuse
- Damage or failure caused by improper use. This includes water damage, juice spillage, and fire damage.
- Loss or damage due to missing components
- Damage to the finish (cosmetic issues), or scratches from a brushed finish.
- Rattling or sticky buttons
- Modifying a product in any way, automatically voids the warranty.
- Defects caused by normal wear and tear or otherwise due to the normal aging of the product.
- Items outside of our warranty period
- Charging port issues
- Battery issues (turning off when firing, etc)
- Unit auto firing
- Loss or damage due to missing components
- Chip malfunctions
Returns/exchanges will incur a restocking fee which includes 10% of the total order and our cost of shipping/return label regardless if your order is eligible for Free Shipping. This includes packages not signed for during delivery or packages returned to us by the shipping courier due to an incomplete address given. Please review your order and make sure that the address you have provided us is correct. Any packages missing a unit number or an incorrect postal code that is returned to us by the courier and will incur the restocking fee.
We can only accept returns on manufacturer sealed items. If an item does not come sealed originally, we are unable to take a return on it. Please review your items in your cart prior to checking out. If you have made an error on your order, please e-mail us immediately at email@example.com.
Returns and exchanges are made in the form of Store Credit. Please be aware, if items are returned incomplete or not in the same condition they were shipped to you in, no credit will be given and the package will be returned to you at your expense.
Every package that we ship utilizes Canada Post's Age Verification service. This means that in order for Canada Post to hand over the package, you must verify that you are of legal smoking age in your province or state. If Canada Post cannot verify your age, they will ship the items back to us.
Once the items return, final sale items (as outlined below) are non-refundable. Any items that are eligible for a refund will be done so minus a FIFTY PERCENT (50%) restocking fee, as well as any shipping charges incurred for shipping the items to you, and for Canada Post to ship them back to us. This is absolutely non-negotiable. If you are underage, please do not order items, you will lose money doing so.
WRONG OR MISSING ORDER ITEM(S)
If we make an error when fulfilling your order, please contact customer service within 48 hours of receiving your package to initiate a claim. A brief email to firstname.lastname@example.org alerting us of an error is the quickest way of initiating claims.
We make sure to correct any fulfillment mistakes as quickly as possible, and sincerely apologize for any inconvenience.
Retain all packaging material and goods in its original form as received. Incorrect/missing items will be confirmed against our packaging station camera's records. If the cause is by a mistake from our team, we can proceed with the refund/replacement procedure. Any missing items caused by the shipping company or customs opening the packages for inspection, will be claimed with our shipment insurance company (Shipsurance). During those claims, photos of packaging material and goods will be requested and failure to provide such information will result in forfeit of any claims.
CANADA EXTENDED SHIPPING/WARRANTY POLICY (Domestic)
As we carry products with varying nicotine strength, customers are responsible for knowing the provincial restriction of the province they reside in. In events where customers purchase products that exceed limits of their region, our team will cancel and process a refund for the full order; any orders refunded due to this will incur a minus 5% transaction fee during the refund process.
USA EXTENDED SHIPPING/WARRANTY POLICY (International)
Due to export restrictions for vape products from Canada, CanadaPost to USPS is the only method of shipping available for product exports to the USA.
After April 26th 2021, USPS will be updating their policies in regards to the PACT Act. Our sales and services to the USA will continue, but any loss of packages due to violation of the PACT Act is non-refundable. In scenarios where a package is rejected by US customs, Nimbus Pods will only issue a refund once the content has been successfully returned to our warehouse and confirmed by our team.
Additionally, due to the new changes in USPS's shipping policies, any lost packages by USPS are no longer insurable, and we will not be able to provide support for orders affected by such.
Further, any products sent to the USA are not eligible for in-store warranty nor manufacturer’s warranty. As return shipments from the USA are not possible due shipment/export regulation, all orders to the USA are considered Final Sale.
In the event of policies from other subsections conflicting with the terms from this section, terms regarding the USA shipping policies supersedes all other subsections for any orders shipped to the USA.
For more information regarding the PACT Act, please refer to the USPS website by clicking here
AUSTRALIA EXTENDED SHIPPING/WARRANTY (International)
Due to export restrictions for vape products from Canada, CanadaPost to Australia Post is the only method of shipping available for product exports to Australia.
While we do offer sales to Australia, customers need to ensure that they are familiar with the international shipping policies of their country. As noted on the Australian Border Force website, ABF may seize tobacco products imported via mail and issue an infringement notice or prosecute the intended recipient.
All orders to Australia are considered Final Sale.
In the event of policies from other subsections conflicting with the terms from this section, terms regarding Australia shipping policies supersedes all other subsections for any orders shipped to Australia.
INTERNATIONAL EXTENDED SHIPPING/WARRANTY SHIPPING POLICY
Any international shoppers not included in the policies above will be included in the following section.
Any orders destined to countries with specific vape product bans or export restrictions to Canada are considered final sale. Customers are responsible for knowing the restriction of the country they reside in. Should your order be processed by us and confiscated at customs for exceeding quantity regulations, we will not be issuing any form of credit unless the package is returned back to our processing centre and confirmed by warehouse staff.
If any orders were to be made to the following countries, your order will be cancelled and refunded; any orders refunded due to this will incur a minus 5% transaction fee during the refund process.
Countries vaping is fully banned in:
Mexico, Brazil, Argentina, Columbia, Uruguay, Egypt, Iran, Turkey, Syria, Nepal, Bhutan, India, Cambodia, Burma, Thailand, Malaysia
REFUNDS & STORE CREDIT
We are unable to issue refunds to any form of payment other than the original credit card used to make your purchase.
We are unable to issue a refund via Interac E-Transfer, Cash, Debit Card (Debit Visa Included) or Cheque.
If you purchased using Interac E-Transfer, Debit Card (Debit Visa Included), Cash or Cheque, you will receive store credit.
We issue refunds within 5 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Depending on your card-issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
Any international order made through a credit card purchase will be converted to Canadian dollars during the checkout process. Refunds will be issued in Canadian dollars of the original value on the day of purchase and be converted back to the currency of the original credit card.
Exchange rates may differ from the time of purchase compared to the date when a refund is processed; Nimbus Pods is not responsible for the increase/decrease in final refunded value due to the changes in exchange rate or fee(s) from your card issuing bank.
Where applicable, we issue store credit in the form of reward points for the value of the returned product(s) after receipt and inspection of returned merchandise.
Original shipping fees may be deducted from a refund unless the return is the result of our error. International shipping fees are non-refundable.
Please note: we cannot process return or refund requests without proof of purchase.
Any dead on arrival (DOA) items must be shipped back to us for warranty. The items shipped back must have all original packaging/accessories. Once the items have been checked out by our team and confirmed to be DOA, we will proceed with the product exchange shipment process. If the items that are shipped back are confirmed to be working properly or return shipments are incomplete, the customers assume all costs for us to ship the original item back.
NON-RETURNABLE & FINAL SALE ITEMS
All clearance, sale, or "as is" marked items are nonrefundable and ineligible for returns, refunds, or exchanges.
Any items or shipment destinations noted as “Final sale” on the products page, Terms & Condition, Shipping Policies, and Returns & Warranty page is considered complete upon confirmation from the postal service of successful delivery. Nimbus Pods will not provide shipment support, warranty/return, or product troubleshooting for any orders including “Final sale” items or to destinations noted as “Final sale”.