Where do I find product information?

Enter the product name in the search field with the magnifying glass in the menu or on the top part of any page.

A product is not listed, can you order for me?

Yes, we will do our best to order the item for you. Please call us at +1 ‭(877) 827-2329

Can I order over the phone?

Yes, ‭+1 (877) 827-2329, our team is available 9am – 8pm (CMT) Monday – Fridays & 9am – 3pm on Saturday. We can only take phone orders if your delivery and billing address match. USA Only

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock. However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock. If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone: +1 ‭(877) 827-2329

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further confirmation email once your order has been fulfilled and is ready to leave our warehouse.

It says out of stock. How long will it take to get in?

Items that are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please call us at +1 ‭(877) 827-2329

Do you price match?

Yes, we now offer a Price Match Promise.
To find out more about our Price Match Promise, click here.
We cannot guarantee price match on product being sold on websites outside of the US. Please contact our Customer Service team via email, or by phone +1 ‭(877) 827-2329 if you have a product you wish to discuss.

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.

Where is my order?

Most of our deliveries are sent via UPS and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account

Where do I find the phone number for VAP Customer support?

+1 ‭(877) 827-2329

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Why does my order state available, and then find out I have to wait extra days for delivery?

We sell some items we do not stock, but available to order. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

Why am I missing an item in my delivery?

There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the product number should be? If so, we are currently out of stock of that product, and will be sending this out to you ASAP. The item was dispatched separately. The item could have been dispatched separately due to the extra care and attention which is required. The item was classified as dangerous goods. Dangerous goods may be handled separately, due to the delicate nature of the product.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

I placed an order on Friday for next day delivery, why did I not get it until Tuesday?

Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.

Why am I being charged for delivery on my order when it states standard delivery is free?

All our delivery charges are pre-set by our courier company. We sell some items which require a specialist courier company to fulfil the delivery, there is an additional charge for these.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your junk-mail as it will come from a noreply email address. To ensure emails reach you, add the domain https://vap.llc to your safe senders list.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

Why can’t I select next day delivery?

We can only offer next day on goods we have in stock at our dispatch depot.

Can I track my item?

Yes. You will be sent a confirmation email as soon as your order has been processed. This email will also contain your tracking number. Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (CST) Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box adresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

I'm new, how do I order?

At VAP we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Use the Search or the menus to navigate to the product you need.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be shipped to you. Alternatively, you can contact a member of our customer service team on ‭+1 (877) 827-2329‬ to place a telephone order.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept the following credit cards on www.vap.company. – Mastercard, VISA, American Express, Discover.

What currencies can I use?

Depending on the vap.company site, the currency will either display US or Euros.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

Can I use a different payment method?

No. We do not accept cheque or store cards.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

What is a surcharge?

Some parts may specify a surcharge. Surcharge is a repayable deposit – You pay the full amount initially, when you return your faulty unit we refund the quoted surcharge amount.

Do you offer VAT for EU customers?

Customer’s ordering from outside the USA can contact us via telephone, live chat, or e-mail and quote the order reference number. Our customer services team will go through the process to include the VAT  with their order.

What is your Return Policy?

For information on our full Policy please Click Here.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it. Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone +1(877) 827-2329‬

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us at support@vap.company.