FAQ’s

So, we all have a few questions about E-Cig City Upland. Let’s Begin.

What is EcigCityUpland.com?

E-Cig City Upland Online is a continuation of a B&M (Brick and Mortar) Vape Shop out of Upland, California. Our Regular In-Store Hours are: Mon-Sun 9am-8pm (PST).

Founded in 2013, E-Cig City Upland is the absolute premier vape store offering an industry leading selection of electronic cigarettes, e-liquids, and accessories. Our friendly and knowledgeable customer service team is always ready to provide the best customer service experience to ensure you find what you’re looking for. We guarantee our vaping gear shop products to be 100% genuine and the best possible price. We are so confident in our selection and customer service, we offer our customers a 30 days refund policy.* We are proud of our offer for three simple reasons: quality, selection, and price. In our e-cigarette gear shop, you can find all your favorite electronic cigarette brands and accessories in one location.

What are your Online Support Hours?

Our online support hours are: Monday-Friday 11am to 6pm (PST). If you have any questions and want to give us a call, please feel free to call (909) 946-4333 during the hours listed above and ask for Online Support. Otherwise, feel free to send us an email at info@ecigcityupland.com or use the Contact Us button to leave us a message on our site.

Do you match pricing in-store at B&M Locations?

We do not match prices in-store. All pricing, deals, and discount codes offered on our site are only eligible for use on eCigCityUpland.com.

Do you use discount codes?

We sadly are not going to be issuing discount codes anymore except on extremely rare occasions. Most of our deals on our website are the best around, and we are more than willing to keep that trend going looking towards the future. We also offer amazing deals on juice. You can find more information about it by coming to our site.

What shipping service do you use?

Our shipping services are provided by the United States Postal Service and all relevant shipping methods are subject to their respective transit times as listed below:

USPS First Class (3-5 Business Days *Under 1 lb*)
USPS Priority (2-3 Business Days)
USPS Priority Express (1-2 Business Days)
Orders valid for Free Shipping are also shipped via USPS.
How soon can I expect my order?

Our Orders are shipped Monday-Friday.
All orders of regularly stocked items will usually be processed 2-3 Business Days after the initial transaction unless otherwise stated. All credit card transactions are processed the day the order is made. Orders will be in your box or at your doorstep with an expected shipping time of up to 2-7 days after the initial shipping date. Orders within California can be expected within 2-3 days from initial order.
Can I add a discount code to my order after its been made?

Promotional sales/discount codes can not be retroactively applied for any reason whatsoever, they can also not be combined with previous offers or multiple orders during a promotional period. This means you can not cancel an existing order to re order with a new promotion, also you can not order a gift certificate during a promotion to use during a second promotion thereby combining the discount rate. There are no exceptions, please do not violate these policies or we will consider refusing future service.

How do Pre-Orders work?

We filter our Pre-Orders a bit differently than we handle our regular orders. Typically, we will hold onto the payment and send out the Pre-Ordered product as soon as it comes into our stock. If you order other regularly stocked products with your Pre-Order, by default we wait until the pre-order product comes in before sending out the entire order. If you would like your order immediately, please place all pre-order items on a separate order entirely.

ALL PRE-ORDERS ARE FINAL. NO REFUNDS WILL BE OFFERED ON PRE-ORDER PRODUCTS, REGARDLESS OF RELEASE/ORDER DATE.

What happens if my order doesn’t come within the expected time?

We do our best to make sure that all of our customers are taken care of. In the rare case that your order hasn’t been shipped, and we haven’t already contacted you within 3 Business Days because of an issue on our end, please Contact Us by giving us a call at (909) 946-4333 during our support hours, or send us an email at info@ecigcityupland.com and we will do our best to get your order handled in a timely manner.

Where’s my tracking number for my order?

All orders will receive a tracking number in their email as soon as the order has been shipped. Please check all Spam/Junk Folders (Promotions Folder in Gmail) for the notification as some email services filter our emails.

Why was my order canceled?

Your order could have been canceled for many different reasons:

Declined Transaction: Our transactions are typically filtered through at midnight on the day of the initial order. If at the time the orders are filtered through, and there is an issue with the card, our system will send you a message notifying you that there was an issue with your card. Be sure to check with your bank to find out what’s wrong.

Item Unavailable: The item or item(s) you were ordering was out of stock at the time and/or for the foreseeable future and we didn’t catch it. Normally we would contact you directly if this were the case, and we would come to a conclusion about how we could serve you better.

AVS Mismatch: An ‘AVS mismatch’ occurs when the billing address provided during checkout does not match the billing address that you have on account with your credit card company or card-issuing bank. This Address Verification Service is used to protect you against credit card fraud. Easy fixes for this are to spell out the numbers in the street name involved with your order, and to make sure your billing address is correctly spelled and notated with your bank.

How do I add something to my order after I’ve already submitted it?

Your order sadly can’t be added to after it’s been submitted. BUT there are a few workarounds:
You can simply start a separate order altogether and cancel the original order, though the original money from the first transaction will show as pending on the account for up to 5 Business Days (Depending on the Bank).

Or you can contact us at info@ecigcityupland.com and request a free shipping code for the second order. With this option DO NOT REQUEST TO CANCEL THE FIRST ORDER. We will simply add the orders together and both orders should get to you in a timely manner.

What happens if there are missing/wrong/broken items and how could I contact you about an exchange or a refund?

If there is an issue with your order, please contact us directly at info@ecigcityupland.com or give us a call during our Online Support Hours at (909) 946-4333 and we will do our best to help you with any issues you might have with your order. Please read up on our Returns Policy for more information.