Customer Help

How can I track my order?

After your order ships, you’ll receive a confirmation email with a tracking number. You can also track your order directly in your member account.

What age is VOOPOO suitable for?

This device is recommended for riders aged 18 and above. Always check and follow your local regulations regarding minimum vaping age. For adult smokers who are already using nicotine, switching to a scientifically regulated e-cigarette can be a reduced-harm alternative compared to continuing to smoke combustible tobacco. Public health authorities, including Public Health England, have found that e-cigarettes are significantly less harmful than traditional cigarettes, as they do not produce tar or carbon monoxide—the primary causes of smoking-related diseases. However, if you do not currently smoke, please do not start vaping.

What comes with my order?

Each VOOPOO box includes the device, charging cable (no charger), built-in battery (if applicable), basic tools, and a user manual. Accessories may vary by model.

Can I place bulk or business orders?

Yes. For bulk purchases or business inquiries, please contact VOOPOO sales support for custom pricing via service@voopoo.com or sales@voopoo.com.

Can I change or cancel my order after placing it?

If your order hasn’t shipped yet, please contact our support team as soon as possible. Once shipped, changes or cancellations may not be possible.

Shipping Locations

🎯For customers in the United States, please select the Standard Warehouse option. 🎯For customers in Europe, we highly recommend choosing our European Warehouse to enjoy faster delivery. Our European Warehouse currently serves the following countries: Germany, Poland, France, Italy, Spain, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Romania, Slovakia, Slovenia, and Sweden. 🎯For customers in all other countries and regions, please select the Standard Warehouse option. Due to transportation restrictions, orders will be shipped directly from our manufacturer's factory in China.

Processing Time

Orders are generally processed and shipped within 1 to 2 business days. Once shipped, you can view the shipping status in your order within 1 to 2 business days, and we will also send you an email notification confirming that your order is on the way.

Shipping Methods and Rates

We offer free shipping on all orders over $49 USD. Our shipping methods vary by destination: United States (Standard Warehouse): Shipments are typically sent via USPS/UPS/FeDex/Uniuni/Gofo, with delivery taking approximately 2 to 6 business days when shipped from our US distribution center, or 10 to 14 days when shipped from China. Europe (European Warehouse): Shipments are typically sent via DHL or GLS. Delivery generally takes 1 to 6 business days — 1 to 5 days via DHL when shipped from our Germany warehouse, and 3 to 8 days via GLS when shipped from our Spain warehouse. Other Countries and Regions (Standard Warehouse): Shipments are dispatched from our factory in China, and delivery typically takes 8 to 15 business days in most cases depending on destination.

Delivery Times

Delivery estimates vary by warehouse and destination: US Warehouse (via USPS): 2–6 business days EU Germany Warehouse (via DHL): 1–5 business days EU Spain Warehouse (via GLS): 3–8 business days China Warehouse (US/Europe customers): 10–15 business days China Warehouse (other regions): 10–25 business days Please note that remote areas may experience longer delivery times.

Tracking Order

Once your order has been shipped, you will receive an email with a tracking number. You can also track your order anytime by logging into your account on shop.voopoo.com and navigating to your order history. If you ordered multiple products, your order may be split into several parcels with different tracking numbers.

What if my package is lost or not delivered?

We take full responsibility for logistics-related losses. If you ultimately do not receive your package due to shipping reasons, we will provide you with a full refund. Simply contact our support team at service@voopoofan.com, and we will resend the package or issue a refund promptly.

What about customs or shipping issues?

We handle customs and shipping issues differently than most online vape stores: Customs tax: If you are asked to pay customs tax to receive your package, pay it first, then contact us and we will refund the customs fee you paid. Package destroyed by customs: If customs destroys your package, we will resend a new package or issue a full refund. Lost in transit: We will send a replacement package at no extra cost. Significantly delayed shipping: We will offer a partial refund or a large coupon as compensation. Damaged package: We will send a new package free of charge. Missing items: We will refund the missing items or send them to you at no extra cost.

How do I create an account?

Creating an account on shop.voopoo.com is completely free and only takes a moment. Simply click the "Sign In" or "Register" icon at the top of any page, then provide your email address and create a password. You can also sign up using your Google or social media accounts for even faster registration.

What are the benefits of having an account?

Registered members enjoy a range of exclusive benefits: Earn Loyalty Points on every purchase you make (typically 10 points for every $1 spent, or a similar rewards structure depending on your region and current promotions) Easily track all your orders in one place with full order history Save your shipping and billing information for faster checkout on future purchases Receive exclusive member-only offers, discounts, and early access to new product launches Manage your subscriptions and preferences conveniently from your account dashboard

How do loyalty points work?

Once you create an account, you automatically begin earning loyalty points on every eligible purchase. Points are typically calculated as 10 points for every $1 (or equivalent in your local currency) you spend. These points can later be redeemed for discounts on future orders, accessories, devices, or even exclusive experiences and vouchers. To maintain your active account and keep your accumulated points, it is recommended to complete at least one order every 90 days (terms may vary by region). For the most up-to-date points earning and redemption rules in your country, please check the Loyalty Program page after logging into your account.

Can I find my past orders more easily?

Absolutely. Once you log into your account, you can instantly access your complete order history, including past purchases, current order statuses, and tracking details. This makes reordering your favorite products, checking delivery status, or referencing past invoices quick and effortless.

What payment methods do you support?

We support a wide range of secure and convenient payment methods for our global customers: PayPal, Credit Card (VISA, MasterCard, AMEX, Diners Club, etc.), Apple Pay, Google Pay, Afterpay (Buy Now, Pay Later), and CoinPay (cryptocurrency wallet). We are also actively working to support additional localized payment options, including more BNPL (Buy Now, Pay Later) services and COD (Cash on Delivery), in the future.

Are there any transaction fees?

No — we do not charge any additional processing fees or hidden transaction fees on top of your order total. The price you see at checkout is the price you pay.

Is payment secure on your website?

Absolutely. All credit card payments are processed under an encrypted network using a secure transmission method provided by our payment partner USEEPAY, which holds the highest security certification in the international card payment industry — PCI-DSS Level 1 — as well as the Hong Kong MSO license and the US MSB financial license. Your personal information and payment details are always kept strictly confidential.

What should I do if I encounter a payment issue?

If you experience any problems during checkout, please do not file a chargeback. Instead, contact our support team at service@voopoofan.com. We are always ready to assist you and can offer alternative payment methods if needed. We typically reply within 24 hours on business days and will 100% stand by your side to resolve the issue.

What is the warranty period?

We stand behind the quality of our products: VOOPOO vape devices (mod boxes, pod mods, and devices): All items come with a 3-month (90-day) warranty. The warranty period is calculated from the day your order is delivered. VOOPOO vape accessories: Atomizers, coils, and drip tips are considered consumable products. They are not covered under warranty once depleted. However, if any of these items arrive defective, we will issue a full refund or send a replacement at your request.

What is not covered by warranty?

The warranty does not cover: Problems caused by human damage or misuse Coils (consumable items, not covered after depletion) Any hardware cracking or modification (this will void the warranty) Issues arising from filling e-liquid before checking for quality problems — if you receive a defective product, please return it without filling e-liquid.

How do I request a warranty return or exchange?

If you receive a defective or damaged product, please contact us as soon as possible at service@voopoofan.com and provide the following information: Order number (e.g., SP12345) Product name(s) and quantity Clear description of the defect Video or clear pictures showing the issue Once we receive your request and verify the issue, we will provide a full refund or send you a replacement product. In most cases, you do not need to send the defective item back — this saves you time and shipping costs. You are welcome to keep the defective item or try to repair it at no cost.

What is the refund process?

We will notify you once we have received and inspected your return (if applicable) and let you know whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 1 to 3 working days. Please keep in mind that it may take additional time for your bank or credit card company to process and post the refund.

What if I'm just not satisfied with my purchase?

If you are not satisfied with your product (and the item is still in good condition), you may request a return within 5 working days from the delivery date. Items must be returned in their original packaging, with all original boxes, packaging materials, manuals, and accessories included. Please note that opened, used, or non-resalable items do not qualify for a refund.

How can I contact your support team?

You can reach our dedicated support team at service@voopoofan.com. For faster assistance, please include your order number and any relevant details (photos/videos of defects, etc.) in your email. We typically reply within 24 hours on business days and are committed to resolving your issue as quickly as possible.