Shipping policy

Shipping Policy

This policy governs the shipment, delivery, and freight handling of every VapeTM vending machine and accessory purchased through vapetm.com.

Order Processing and Tracking

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

Freight Options and 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.

Action required from you. Because "Must notify consignee" is set on every shipment, you are responsible for responding to the carrier's notification and confirming that your delivery location is ready to receive the freight. Failure to confirm in a timely manner may result in storage fees at the destination terminal, redelivery charges, or the shipment being held until contact is made, all billed at the carrier's posted rate.

Accessorials and 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.

Signing a clean delivery receipt waives your right to file a freight claim for visible damage. Once a clean BOL is signed, the carrier's liability for that damage is released and recovery is significantly limited.

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.

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 and are not eligible for damage claims, replacement, or refund:

  • 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

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.

Contact

For all shipping issues, freight claims, and visible or concealed damage, email shipping@vapetm.com.