How to Report a Problem
There are two ways to access the problem reporting form, depending on whether you placed your order using a customer account or checked out as a guest.
Option 1: Through Your Order Confirmation Email
Both registered customers and guest customers can access the problem reporting form through their order confirmation email.
- Open the order confirmation email you received from Raz Vape Site.
- Find and click the “Problem with your order?” link.
- The link will take you directly to the problem reporting form for that specific order.
- Follow the instructions to describe the issue and submit your report.
For guest customers: If you checked out without creating an account, your order confirmation email is the way to access the problem reporting form.
Option 2: Through Your Customer Account
If you placed your order while signed in to your Raz Vape Site account, you can also report a problem from your account.
- Visit Raz Vape Site and sign in to your account.
- Navigate to Account → Orders.
- Find and select the order you want to report a problem with.
- Open the order details and click “Report a problem.”
- Complete the form and submit your report.
Please make sure you select the correct order before submitting your report so our team can review the issue accurately.
What Problems Can You Report?
Depending on the order status and the options available, you may be able to report the following issues:
- Package Not Received: Your order has not arrived within the expected delivery timeframe.
- Missing Items: One or more products from your order are missing.
- Damaged Product: An item arrived damaged.
- Wrong Item Received: You received a product different from the one you ordered.
- Product Not as Described: The product materially differs from its description or specifications.
- Other Order Issues: You have another concern related to your purchase.
Available reporting options may vary depending on the order status and our store settings.
How to Complete the Problem Report Form
Once you open the reporting form for your order, follow these steps:
- Select the problem: Choose the option that best describes what went wrong.
- Select affected items: Identify the products and quantities related to the issue.
- Describe the problem: Explain what happened and provide relevant details.
- Upload photos if needed: Attach up to five photos to help illustrate the issue.
- Choose your preferred resolution: Select a refund, replacement, or store credit.
- Submit your report: Review your information and submit the form.
Please provide accurate information so our team can understand your concern and assess the appropriate next steps.
Your preferred resolution is a request and is not automatically guaranteed. The outcome depends on the circumstances, applicable store policies, and your rights under relevant law.
What Happens After You Submit a Report?
After your report is submitted successfully, you will receive a unique reference number, such as ISS-1001, along with a confirmation email.
Your report will appear on the relevant order page with its current status. You can return to that order page to check progress and communicate with our team.
Our team will review your report and may contact you if additional information, photographs, or clarification is required. We aim to review each concern fairly and work toward an appropriate resolution.
Please keep your reference number available if you need to follow up on your report.
When Can You Report a Problem?
The availability of the problem reporting form depends on the type of issue and the order's status.
Package Not Received
The “Package Not Received” option generally becomes available after the order has been marked as shipped and at least seven days have passed. This waiting period may vary according to our store settings.
Other Order Problems
Most other problem types may be reported within 30 days after delivery, depending on the issue and the settings configured for our store.
These timeframes describe the standard reporting workflow and do not limit any rights or remedies available under applicable law.
Can't Find the “Report a Problem” Option?
If you cannot find the reporting option, consider the following:
- Check your order confirmation email: Make sure you open the confirmation email for the order you want to report.
- Confirm your order status: Some problem types are available only after specific shipping or delivery milestones.
- Sign in to your account: If you have an account, navigate to Account → Orders and select the relevant order.
- Check the reporting timeframe: The option may no longer appear once the configured reporting period has passed.
- Contact our support team: If you believe you should be able to report an issue but cannot access the form, contact us for assistance.
What Resolutions Are Available?
When submitting a report, you may be able to choose your preferred resolution from the available options:
- Refund: Request a refund for the eligible item or order.
- Replacement: Request a replacement for an eligible item.
- Store Credit: Request store credit for a future purchase.
Our team will review the request and determine the appropriate outcome based on the circumstances, applicable policies, and legal requirements. Certain cases may require additional information before a resolution can be confirmed.
Need Further Assistance?
If you cannot access your order confirmation email, sign in to your customer account, or submit a problem report, please visit the Contact Us page on Raz Vape Site.
When contacting us, include your order number, a description of the issue, and any relevant photographs or supporting information. This will help our team understand your concern and assist you more efficiently.
Thank you for shopping with Raz Vape Site. We appreciate the opportunity to review your concerns and help resolve order-related issues.
