VapeTM Customer Policies: Shipping, Warranty, Return

Shipping & Delivery

Tracking information will be provided within 1 business day from the time of fulfillment.

Freight Options & Delivery Methods

Every VapeTM machine ships palletized via Less-Than-Truckload (LTL) freight through our partner broker. To make delivery predictable for our operators, VapeTM auto-books a standard freight service package on every order:

• Liftgate service included. The carrier lowers the pallet to street level, so a forklift or loading dock is not required.
• Residential or commercial address accepted. Both classifications are pre-cleared on the Bill of Lading at no additional charge.
• No appointment required. Every shipment is booked with the carrier instruction "Must notify consignee", which means the carrier will reach out to you (typically by phone or email) before dispatching the load for final delivery.

Accessorials & Customer-Responsible Charges

Any deviation from the auto-booked service, or any additional accessorial billed by the carrier, is the financial responsibility of the customer. Common customer-responsible accessorials include:

• Inside delivery beyond the standard curbside or threshold drop point
• Limited access locations (schools, military bases, mini-storage, construction sites, churches, prisons, malls, farms, etc.)
• Redelivery fees when the carrier cannot complete delivery on the first attempt
• Reconsignment or change of delivery address after the shipment has dispatched
• Storage and detention when freight is held at the terminal or the driver is delayed at the dock
• Specific appointment scheduling requests for a date or time window beyond the standard notification
• Lumper service, sort and segregate, or pallet jack rental requested at the time of delivery

These charges are billed back to the customer at the carrier's posted rate, plus any handling fee assessed by our freight broker.

Inspection at Delivery: Visible Damage

You are required to thoroughly inspect every shipment before signing the carrier's delivery receipt or Bill of Lading (BOL). Walk around the pallet and check for crushed corners, punctures, torn shrink wrap, leaning loads, and any sign that the machine inside may be compromised.

If You See Damage

• Note the damage in detail on the delivery receipt and BOL before the driver leaves. Generic notations such as "subject to inspection" are not sufficient. Be specific: "front-right corner crushed," "shrink wrap torn, dent visible on left side panel," etc.
• Take clear photos of the pallet, packaging, and any visible damage from multiple angles before unloading.
• If damage is severe, refuse the shipment and have the driver mark it as refused due to damage. Then contact us immediately so we can dispatch a replacement.
• Notify VapeTM at shipping@vapetm.com the same day with photos and a copy of the noted delivery receipt.

Concealed Damage

Concealed damage is damage that was not visible at the time of delivery and is discovered only after the carton, crate, or shrink wrap is removed. To preserve your right to a freight claim:

• Notify VapeTM within 48 hours of delivery by emailing shipping@vapetm.com.
• Retain all original packaging, including the pallet, shrink wrap, corner protectors, foam, and crate, until the claim is resolved. Carriers typically require an in-person inspection of the original packaging.
• Include in your email: order number, photos of the damaged product, photos of the packaging (inside and out), and a description of when and how the damage was discovered.

Concealed damage claims reported after the 48-hour window or without preserved packaging may be denied by VapeTM and are not eligible for replacement at VapeTM's expense.

How VapeTM Resolves Valid Damage Claims

VapeTM evaluates each valid damage claim individually and determines the appropriate remedy. Resolution may include:

• Partial discount or credit if the damage is minor and the machine remains operable
• Replacement parts shipped at no charge for repairable issues
• Remote troubleshooting and repair guidance from the VapeTM support team

A full machine replacement is offered at the sole discretion of VapeTM, and only after the customer has reasonably cooperated with all troubleshooting and repair requests made by our support team. Replacements are reserved for cases where the unit cannot be returned to operable condition through repair or replacement parts.

What Is Not Covered

The following conditions are not covered under this policy and do not qualify a machine for return, refund, or replacement.

Minor Cosmetic Imperfections From Freight

Vending machines are large, heavy units shipped via LTL freight. Minor cosmetic imperfections are an expected part of receiving freight at this scale and are not considered defects. The following are defined as minor:

• Surface scratches under 2 inches in length that do not expose bare metal or substrate
• Dents under 1 inch in diameter located on side panels, back panels, top panels, or any non-customer-facing surface
• Paint scuffs, smudges, or transfer marks on protective shrink wrap, foam, or packaging materials
• Scuffing, scratches, or chips on the base, feet, leveling glides, or pallet contact points
• Light surface oxidation, fingerprints, or shipping residue that can be removed with standard surface cleaner
• Minor finish blemishes that do not affect the structural integrity or operation of the machine

Our Resolution

If a machine arrives with damage that exceeds the thresholds above, or with cosmetic damage on a customer-facing surface (front door, screen, screen bezel, vending window, lock face, or branded panels), we will replace the affected part when a replacement is reasonably available. If the part cannot be reasonably replaced or repaired, we will issue reasonable store credit proportional to the damage.

30-Day Return Policy

VapeTM offers a 30-day return policy on all vending machines and accessories purchased through vapetm.com.

What's Eligible for Return

• Unused vending machines in original condition with all included accessories and packaging
• Unopened, unused parts and accessories
• Orders accompanied by valid proof of purchase (order number or receipt)

Restocking Fee & Return Shipping Costs

All approved returns are subject to a 10% restocking fee, calculated on the purchase price of the returned item(s). The restocking fee, along with any additional shipping or freight charges VapeTM incurs to facilitate the return, will be deducted from your refund total. Original outbound shipping charges are non-refundable.

How to Initiate a Return

1. Email refunds@vapetm.com within 30 days of your shipment date. Include your order number, the item(s) you intend to return, and the reason for the return.
2. Our team will respond within 2 business days with details on how to return your products or equipment, along with all shipping logistics.
3. Pack and ship the machine exactly as outlined in the instructions our team provides.
4. Once we receive and inspect the machine, your refund will be processed within 7 to 10 business days to the original payment method, minus the 10% restocking fee and any additional shipping charges VapeTM incurred during the return process.

1-Year Limited Warranty

Every VapeTM vending machine includes a 1-year limited warranty from the date of purchase, providing comprehensive coverage against manufacturer defects and component failures under normal operating conditions.

What's Covered

The VapeTM 1-year limited warranty covers every component originally installed in your VapeTM vending machine, including, without limitation:

• All hardware, structural panels, doors, locks, and chassis components
• All electrical systems, wiring harnesses, power supplies, and circuit and control boards
• All motors, sensors, actuators, dispensing mechanisms, and product-delivery components
• All software, firmware, and operating systems, including the VTM Vending Management Software
• The card reader, payment system, and machine-to-cloud communication hardware
• All cooling, lighting, and display systems originally installed at the time of shipment
• Any other manufacturer-installed component or subsystem that fails under normal operating conditions during the warranty period

If a component or system originally installed in your machine fails due to a manufacturer defect or normal-use failure within the warranty period, VapeTM will provide the appropriate remedy at no parts cost to the operator.

What's Not Covered

• Vandalism, theft, arson, or other forms of malicious damage
• Cosmetic damage, scratches, dents, or physical abuse
• Damage from fire, water, flooding, or other natural disasters
• Repairs or modifications performed by unauthorized technicians
• Failures caused by use of non-approved parts, products, or accessories

Warranty coverage includes free replacement parts, remote troubleshooting, and shipping on covered components. On-site labor is the operator's responsibility.

Contact

For the fastest response, please contact the appropriate team based on your need:

• Returns and refunds: refunds@vapetm.com
• Shipping issues, freight claims, visible and concealed damage: shipping@vapetm.com
• General support: support@vapetm.com