In the last couple of weeks, our service has been less than stellar. We want to acknowledge this, as well as explain what it is that caused these delays we’re facing.
A few weeks ago we switched from our old warehouse-distribution system to a new system. This transition, however, did not go as smoothly as we had hoped. This resulted in multiple technical issues. These issues, coupled with the COVID-19 pandemic prevented us from processing our order amount in our usual way.
Also, our response time to complaints was not up to par with the standard we aim to uphold. The fact is; we messed up, and we understand how frustrating this must be for you. We are truly sorry for this and committed to making things right.
To those of you who have been waiting too long for your order(s) to arrive, we have several solutions to ease the inconvenience.
Again, we are really sorry for the inconvenience. We have not met our usual standards. With the coronavirus measures being eased and operations slowly getting back to normal, we look forward to providing a much better experience in the months to come - the kind of experience you’ve come to expect from us throughout the years.
We truly appreciate your orders, and if there is anything we can do to help you, please don’t hesitate to let us know.
PS: In these uncertain and trying times, we want to express our sympathy and solidarity with all those who are affected by the COVID-19 virus. Rest assured that the health and safety of our employees, their families and our customers continue to be our top priority. And we would also like to say thank you to all the essential workers who continue to provide essential services during these difficult time. And to the healthcare workers putting their lives on the line, we say, thank you for all that you do! We know you have been missing your families, loved ones, as you are caring for everyone else. You are being stretched thin and most likely fighting the virus yourselves. Thank you! Thank you for your long shifts and dedication and being on the frontlines!
Having said that, we would like to address some of the frequently asked questions surrounding the COVID-19 measures and our technical issues and how these affect your shopping experience at VapoShop:
Yes, you may! We are continuing to process orders to areas without delivery disruptions caused by COVID-19 however some countries may experience delays. The situation is rapidly evolving and we will continue to update this page as needed.
Please take into account that, due to the current COVID-19 measures and the heavy volumes of orders we are receiving, it may take us several days to pack and send out your order. We are working hard to make sure we minimise the delays as much as possible. Please be patient and know that as soon as you get an order confirmation email, your order will be processed within 10-15 working days.
Yes, as soon as your parcel leaves our warehouse, you will receive an email containing a tracking code for your order. Please be aware that it might take some time for the tracking code to become active.
For almost all countries we ship to, there are delivery delays as well. Countries like Austria, Canada, Czech Republic, Italy, Latvia, Norway, Spain and Switzerland are well-known to have significant shipping delays. We hope you understand these delays are due to the current global circumstances and appreciate your patience in this regard.
Yes, but our stock will not be as extensive as you are used to. Some of our suppliers reside in countries that are in full lockdown, while others are experiencing their own delays in shipping due to transport restrictions. This is the reason some products may be “out of stock” for longer periods than normal. If perchance, a product you just ordered is unavailable, our customer service will contact you directly to see if we can offer you an alternative solution.
Please submit your question through the contact form. You will receive an answer as soon as we can under the current circumstances.
Our Customer Service team is very busy at the moment. Due to the added volume of questions, it will, unfortunately, take us longer to get back to you than usual. Don’t worry, we have received your questions and you will get a response from us in due time.
We highly recommend that you, if you have multiple questions, state them all in one email. This way we can reduce the amount of email traffic in the hopes to increase our response time.
All our phone lines are closed in order to fully concentrate on answering all email inquiries. We apologise for the inconvenience.
Thank you for your patience and understanding. We hope you will continue to shop at our online store, while we try to provide the same level of service you have come to expect from us.
Lastly, we want to give extra thanks to all those with essential jobs who keep our healthcare sector and our economy running.
You must be 18 years or older to visit the VapoShop website.