EightVape

Dear Benjamin, Thank you for reaching out. I’m sorry to hear that you haven’t received your order. Let me take a closer look for you. The order number is NEV78811, and the tracking number is 9468150206217001298115. https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9468150206217001298115 According to the tracking details, your package was marked as delivered to a PO Box at your local post office in Valdez, AK 99686 on January 27, 2026, at 12:03 PM. The carrier noted the reason as "Insufficient Address." We recommend visiting your nearby post office to check if the package is being held for pickup. Sometimes, when an address is incomplete or undeliverable, packages are held at the local post office rather than delivered to the physical address. If you have any further questions, please click the link below to submit a support ticket and contact us. https://eightvape.zendesk.com/hc/en-us Best regards, Yamee

Dear Paidinn, We sincerely apologize for the inconvenience. 1. Due to unexpected technical issues, our previous website suddenly became inaccessible, and unfortunately, we are unable to access it ourselves as well. In order to avoid disrupting purchases for both new and existing customers, we have migrated to a new website. Because this transition happened unexpectedly, we are prioritizing the listing of products with available inventory. If you are unable to locate a specific product, it is likely out of stock, and we will create the product link at a later date. 2. The website address remains the same, but all customer account information from the old site could not be carried over, which is why you are unable to log in. If you want to place a new order, please kindly register a new account at: https://www.eightvape.com/my-account/ 3. If you would like to retain your membership level and reward points, please register and become a member using your original 8V email address. Our technical team expects the points migration to be completed within 3–5 weeks. Once the points migration is complete, you can start using it. https://www.eightvape.com/loyalty-reward-page/ 4. We will send you an email after the package has been shipped. The email subject is "A note has been added to your order from EightVape". It contains the tracking number. The order number is NEV112833. We have sent the package. The tracking number for your order is 9468150106151000120491 via USPS. The USPS logistics page shows that the package is in transit and is expected to arrive on January 30. However, we are not certain, and everything depends on the actual delivery time of the package. Please click the link below to track shipping information: https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9468150106151000120491 Please rest assured that our shipping process, fulfillment warehouse, and operations team remain the same, and your orders will be handled as usual. Thank you very much for your understanding and patience. If you need any assistance with registration or have any other questions, please don’t hesitate to contact us. Best regards, Yamee

Dear Customer, It is incredibly frustrating when a new device fails within the first 24 hours. If your vape is tasting burnt and has stopped firing (not working) after just one session, it is likely a hardware defect or a priming failure. Since you have already spent three hours troubleshooting, here is a concise checklist to determine if it can be saved or if it is time for a refund: 1. Identify the "Dead" State: 1.1 Does it light up? If you inhale or press the button and no light shows, the internal battery or the sensor is dead. 1.2 Does it blink? If the light blinks when you hit it, there is a short circuit or the battery is depleted. Try charging it for exactly 15 minutes. 1.3 Is it "Auto-firing"? If it stayed on by itself after your first hit, the coil is burnt out, and the sensor is stuck. Stop using it immediately,y as this is a fire hazard. 2. Why does it taste "Burnt" so fast: 2.1 Dry Hit / Priming Issue: If it is a pod system and you didn't let the juice sit for 10 minutes before the first hit, the cotton is permanently charred. No amount of cleaning will fix a burnt coil. 2.2 Airlock: Sometimes a bubble traps juice away from the coil. Please try tapping the device firmly against your palm or flicking it (like a thermometer) to force bubbles up. 3. If you have already tried: 3.1 Charging it with a different cable. 3.2 Cleaning the gold contact points with a Q-tip/alcohol. 3.3 Blow into the bottom of the device to clear the sensor. 3.4 Changing the pod (if applicable). It still doesn't work; the internal wiring or the chipset is defective. Please contact us by submitting a ticket through the following link, and we will provide you with a satisfactory solution: https://eightvape.zendesk.com/hc/en-us Please give us the opportunity to resolve the issue. We look forward to hearing from you. Best regards, Yamee

Dear Pamela, Thank you for sharing your concerns. I sincerely apologize for the frustration and delay you have experienced. We understand that our recent service has not met your expectations, and we take this feedback very seriously. I want to address your points transparently: 1. Regarding communication, our primary and most efficient support channel is our ticketing system via the link you provided. The email you initially contacted is dedicated to shipping notifications and is not monitored by our support team, which is why the automatic reply directs customers to the correct contact form. This ensures all inquiries are properly logged and addressed in the order they are received. We will respond to buyers' messages in the order they submit their tickets, usually within 1-3 business days. Sometimes, if there are many buyers inquiring, our response time may be a little slower. We don't want to shirk responsibility; we simply want to explain that we will not ignore any buyer's request, and we value every buyer's concerns. 2. I have reviewed your orders, specifically EV2194740. Here is the timeline for your reference: 2.1 You placed the order on March 24th. 2.2 Our warehouse processed and handed it to the carrier on March 26th. 2.3 On March 28, 2025, the carrier received the package, affixed the shipping label, and provided us with the tracking number. That same day, our system sent a shipping confirmation email to your email address with the subject "A shipment from order EV2194740 is ready to go." The email included the tracking number and the carrier information. The status you see, "Shipping Label Created, USPS Awaiting Item," is because the carrier has not yet begun transporting the package, so the tracking information hasn't been updated. However, the package has indeed been delivered to the carrier. 2.4 The package was delivered on April 2nd. 3. The total time from order to delivery was under two weeks. This aligns with the processing and transit timelines outlined on our Shipping Policy page (https://www.eightvape.com/shipping-return-policy/), which accounts for both our preparation time and the variable transit times handled by carriers like USPS. While we expedite our warehouse processing, we cannot control the carrier's regional sorting and final delivery pace, which can sometimes cause the actual delivery date to differ from the initial estimate. 4. Regarding order number EV2205556: We have issued you a gift card worth $16 because there was a problem with the product. Please copy the 16-digit gift card code; you can find the details in ticket #78899. Paste the code into the "Add coupons" box during checkout, then click "Apply" to successfully apply the discount. Our colleague has already sent the gift card to you via email. 5. If you don't remember the gift card discount code or need any other help, you can contact us through the link below, and I will provide it to you: https://eightvape.zendesk.com/hc/en-us We value every customer and are continuously working to improve our service and efficiency. We genuinely hope to have another opportunity to restore your faith in us. Best regards, Yamee

Dear Joe, We completely understand your frustration, and we truly appreciate you sharing your concerns with us. Please allow us a chance to explain. 1. Your reward points have not been taken or deleted. They are currently stored on our previous server and have not been lost. Due to an unexpected and urgent system upgrade, our website is now running on a new server, and our technical team is actively working on migrating all customer reward points to the new system. 2. This migration process is estimated to take 2–4 weeks. Once completed, all of your previously accumulated points (including the $50+ you earned) will be restored on top of the 100 points you received when re-registering. Nothing will be overwritten or reduced. 3. We sincerely apologize for the inconvenience this has caused. The upgrade was not something we wanted to do during this time, but it was necessary due to technical stability and security issues. We would never risk losing a valued customer over reward points—your trust matters far more to us. 4. You’re very welcome to check back in 2–5 weeks to confirm that your points have been fully restored, or you may contact us at any time for an update on the migration progress. 5. If you’re willing to give us another chance, please reach out to us directly using the link below. We’d be more than happy to provide you with a personalized discount code as a gesture of goodwill: https://eightvape.zendesk.com/hc/en-us Thank you for your patience and understanding. We truly hope to earn back your confidence. Wishing you a Merry Christmas! 🎄✨ Best regards, Yamee

Dear Elaine, Thank you for sharing your experience with us. We’re truly sorry for the inconvenience and disappointment this situation caused, and we appreciate your understanding. 1. Please allow us to explain what happened with your order EV2192149, placed on March 14, 2025. The order included three items, but during packing, our warehouse found that Adjust Mycool 40K Disposable 20ml 50mg – Baja Splash was unfortunately out of stock. To avoid delaying the rest of your order, we shipped the items that were in stock and issued a refund for the out-of-stock item on March 14. You may want to check your Mastercard ending in 4634 for a refund of $10.03. 2. Our system also shows that: 2.1 On March 21 at 12:59 PM, you contacted us via ticket #75687 regarding the missing item. 2.2 On March 21 at 3:31 PM, our colleague replied, asking which item was missing and whether you preferred a refund or store credit. 2.3 On March 23 at 6:50 PM, you replied that you preferred store credit. 2.4 On March 24 at 2:43 PM, we created a $10.03 store credit (gift card) with the code y9twqqb8j68tmxtd and informed you. 3. We kindly suggest checking your email (and spam/junk folder, as messages sometimes end up there) for the conversation history and the gift card details. 4. We fully acknowledge that the missing item was our mistake, and we take responsibility for that. However, we did actively work to resolve the issue, so we’re truly sorry if it felt like we didn’t respond—we never intended to leave you without support. 5. If you ever decide to give us another chance, we’d be happy to offer you a special discount code as a gesture of goodwill. You can reach us anytime through our support page here: https://eightvape.zendesk.com/hc/en-us Thank you again for your understanding, and we wish you all the best. Best regards, Yamee