Customer care

Customer Care
Your absolute satisfaction is our ultimate goal.
You can contact us at:
sales@nicobine.com
(941) 922-7000

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: sales@nicobine.com and send your item to:

Nicobine
2325 Bee Ridge Road
Sarasota, FL. 34239

Shipping Policy

We provide free shipping on orders over $45.00 via USPS to all retail orders within the U.S. You have the option to choose another shipping courier upon checkout at an additional cost. We will ship orders the same day it is ordered, as long as it is placed before NOON (12pm) EST. This shipping time does not include holidays and weekends. Please allow 24 hours for tracking information to be updated from the courier. Please allow 5 to 7 business days for your order to arrive.

Our standard ground shipping is within (7) seven business days within the continental United States. If you have not received your order within 21 days from your purchase date, please email sales@nicobine.com regarding reshipment of your order.

If you entered the wrong address on our order form and we are forced to reship your package, there will be an additional shipping and handling charge equal to your original order.

To check the status of your order, update your mailing address or request reshipment because you never received your product, email us at sales@nicobine.com.

Missing an Item?

If you are missing an item from your order, please contact us at 941-922-7000 or send an email request Help within three business days to inform of the missing item. We will make sure to send you the correct item once we are notified of the mistake and have reviewed the shipment.

Received the incorrect item/order?

If you received an incorrect item in your order, please contact us at 941-922-7000. Please provide a photo of the incorrect item you received and e-mail it to sales@nicobine.com. Once we review the proof, we will contact you and send you the correct item. If necessary, we will provide a return label with the new package or we will e-mail you a return label.

If you received another customer’s order by mistake, please contact us at 941-922-7000. We will contact the customer and provide a return label so we can send the order to the correct customer.

Backordered Item

If an item that you selected is backordered in our warehouse, we will ship the rest of your order then follow up with you the next day to inform you of the partial shipment.  You will always have the option of a store credit or refund for the backordered item.  You may also choose to be informed when the item comes back in stock.  If we are not able to reach you on the phone number you provided then a store credit will automatically be issued to you.

Delayed Order

We send all orders the same day it is placed, before NOON p.m. EST, excluding weekends and holidays. If your order has not been received within 7 business days, please contact the shipping courier and open a case or ticket. If the shipping courier has informed you they have lost your package, please contact us at 941-922-7000.

Damaged Upon Arrival

If you receive an item that has been damaged upon arrival (ex: broken bottle), please send a photo to sales@nicobine.com, so a Customer Service Representative may review the case and contact you with a resolution. We must have visual proof of the damage before we can offer a resolution.

Cancelling/Changing Orders

We are unable to cancel or make changes to any orders once it is placed by our customers. If you would like to make a change to an order you have placed please contact us at 941-922-7000 for assistance.  Due to the high volume of orders we receive we will be unable to cancel an order after submitted. Please order carefully.

Wholesale Inquiries

We provide wholesale solutions to vape shops around the U.S. with our wholesale program. Joining the Nicobine Wholesale Program can be completed through the website by completing the Wholesaler Application.  Inquiries can also be sent via our email at sales@nicobine.com, or you can contact us at 941-922-7000. We have a dedicated team of Sales Managers that are here to provide you with the best e-liquid to offer you out there!

Product Reviews

Any inquires about product reviews must be e-mailed to sales@nicobine.comwhich will be forward to our Chief Digital Officer whom will contact you. Please provide you name and phone number, along with your established website and/or YouTube channel.

Refunds Policy

We do not typically accept refunds and exchanges. You must email us seeking refund or exchange approval at: sales@nicobine.com.

Returns

All sales are final, due to the nature of products and to eliminate our risk of selling tampered products, we are unable to accept returns.

Refunds

If we are out of stock of an item that you ordered or if your order is cancelled before it is shipped then a refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: sales@nicobine.com