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Help & FAQ
Find answers to common questions about Frivape's services and policies.
๐ Shipping & Delivery
What is your shipping policy? (DDP Explained)
We offer DDP (Delivered Duty Paid) shipping for most major regions worldwide. For DDP shipments, we manage all customs clearance procedures and pay all import duties/taxes on your behalf โ you do not need to do any customs paperwork or pay additional fees upon delivery.
DDP Supported Regions:
โข USA: UPS Express / Local UPS Ground (except AK/HI)
โข UK: Local DPD Express
โข Europe: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
โข Other: UAE (Dubai only), South Africa, Vietnam, West Malaysia.
Read Full Shipping Policy โ
DDP Supported Regions:
โข USA: UPS Express / Local UPS Ground (except AK/HI)
โข UK: Local DPD Express
โข Europe: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
โข Other: UAE (Dubai only), South Africa, Vietnam, West Malaysia.
Read Full Shipping Policy โ
What is the estimated shipping and delivery time?
Delivery time is determined by the warehouse of origin and your shipping destination.
| Warehouse | Shipping Region | Delivery Time |
|---|---|---|
| EU Warehouse | Mainland Europe | 3โ5 working days |
| China Warehouse | USA / UK / EU (DDP) | 7โ15 working days |
| China Warehouse | UAE / South Africa | 10โ20 working days |
| China Warehouse | Vietnam / Malaysia | 3โ8 working days |
Will all my order items come in one package?
Whenever possible, we ship all items in a single package. However, if your order contains multiple items stocked in different warehouses (e.g., one from the EU warehouse and one from the China warehouse), the items will be shipped separately. You will receive a unique tracking number for each shipment.
๐ฐ Payment & Security
Which payment methods do you accept?
We support a variety of secure online payment methods, including major credit/debit cards (Visa, Mastercard, American Express) and mainstream cryptocurrency (BTC, USDT, etc.). The real-time available payment options for your region can be viewed on the checkout page or via the payment icons in our website footer.
Why was my payment declined?
Payments may be declined due to common reasons such as incorrect card details, mismatched billing addresses, insufficient account funds, or international payment blocks by your bank. We recommend double-checking all information or choosing cryptocurrency for a 100% payment success rate.
How can I obtain an invoice?
You can directly request a formal invoice during the checkout process. Once your order is confirmed and paid, we will send the electronic invoice to your registered email address in PDF format.
Is my payment information secure?
Your payment security is our top priority. We are fully PCI DSS compliant and use industry-leading SSL encryption technology. We do not store or access your credit card information on our servers; all payments are processed through encrypted, trusted third-party payment gateways.
Read Our Privacy Policy โ
Read Our Privacy Policy โ
How is my personal information safeguarded?
We strictly abide by our official privacy policy and will never sell, rent, or share your personal information with any third parties without your consent. Your personal data is only used for order processing, shipping arrangement, and providing after-sales customer support.
How can I verify the authenticity of your official website?
First, check that the website URL exactly matches our official domain name (frivape.com); second, look for the padlock icon in the browser address bar, which indicates a secure connection. If you encounter any suspicious fake websites, please report it to us immediately.
Do you charge any additional sales tax?
No, we do not charge any extra sales tax for any orders. All prices displayed on our store are final and all-inclusive. For international orders shipped via our DDP method, all customs duties and import taxes are already covered in the order price.
๐ Returns & Support
Can I change or cancel my order after placing it?
You can amend or cancel your order on or before 11:00 pm (PDT -7 GMT) on the same day the order was placed. Please contact us via Email/WhatsApp immediately to request changes before dispatch. We cannot process changes after the cut-off time or once the order has been dispatched.
What is your official return policy?
We have a 15-day hassle-free return policy for any unopened, unused items.
Eligibility:
โข Item must be in original condition (unworn/unused).
โข Must be in original packaging with all tags and labels.
โข Due to hygiene reasons, we cannot accept returns for used vaping devices or opened e-liquids.
Full Refund & Returns Policy โ
Eligibility:
โข Item must be in original condition (unworn/unused).
โข Must be in original packaging with all tags and labels.
โข Due to hygiene reasons, we cannot accept returns for used vaping devices or opened e-liquids.
Full Refund & Returns Policy โ
What if I receive the wrong or damaged item?
Please contact our customer support team within 48 hours of receiving the order. Provide your order number and clear photos of the item/packaging. We will arrange a free replacement or issue a full refund immediately, with no additional costs to you.
How can I contact your customer support team?
Our professional team is here to assist you:
๐ง Official Email: frivape@gmail.com
๐ฌ WhatsApp: +86 18620360750
๐ Support Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT+8)
๐ฌ WhatsApp: +86 18620360750
๐ Support Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT+8)
*For faster assistance, please include your order number and a brief description of your issue.