FAQ

Frequently Asked Questions (FAQ): These are the most commonly asked questions by our consumers. If the question and answer you are looking for is not addressed, let us know by email and we will be happy to assist you further.

  1. When will I receive my order?

We ship all AirFactoryEliquid.com orders through FedEx. Transit time is usually 3-5 business days (meaning Monday-Friday) from the date of shipment.  If you'd like to receive your items sooner, we do have an expedited 2-day shipping option. If you place your order on Friday, your order will not be shipped until Monday. Even 2-day express shipping will not be delivered over the weekend. Also be aware that many states require a signature of a person of legal sales age to accept delivery.

  1. My e-liquid is lighter/darker than I'm used to seeing. Is something wrong?

Not at all. All e-liquid changes color eventually. The main reasons for a color change are 1. Nicotine strength, 2. Age of the bottle, and 3. Temperature stored. Salts for example, tend to darken much more quickly as they have a high concentration of nicotine. As a bottle ages or 'steeps', the flavor of your bottle may intensify over time as well. Our products usually leave our warehouse within days from manufacturing, so our products are fresh upon delivery through direct sale, through a distributor, or through retailers (online retailers or vape shops).  The “Best By” date on your bottle is the best indicator of freshness.

  1. Do you ship overseas and to APO/FPO (military)?

Unfortunately, we do not. We employ veterans and support our armed service members; however, due to regulations, we must have a physical address for shipments because the customer has to sign for the product as part of our 21+ age verification protocol.

  1. Why do I need a physical address? Why can’t I ship to a PO Box?

Due to regulations, we must have a physical address for shipments because the customer has to sign for the product as part of our 21+ age verification protocol.

  1. I paid for expedited 2-day shipping and it’s been 2 days and I still haven’t received my order.

When purchasing 2-day shipping, this does not include the 24-hour processing time for all orders. Every shipping method outside of Saturday Delivery falls under Monday-Friday transit days for delivery. This means an order placed on Thursday will ship Friday, and be delivered Tuesday, two business days later. Our fulfillment facility is located in Southern California, so it will take slightly longer for orders on the East Coast or remote locations.

  1. What are the ingredients?

Ingredients are clearly listed on the Air Factory® product packaging: propylene glycol (USP), Vegetable glycerin (USP), flavoring, and nicotine (unless you ordered 0mg). The flavoring is sourced from reputable flavor houses like Purilum, and our nicotine {CAN WE SAY SOMETHING ABOUT NICOTINE?}.

  1. How do I know my Air Factory® products are authentic?

Every Air Factory® e-liquid product should be sold in a sealed bottle and box and have a unique Batch Number/Best By date on the bottom of the bottle itself. Products containing nicotine will have the FDA-required nicotine warning statement on both the bottle and the box as well.

If you are purchasing from a retailer other than AirFactoryEliquid.com, we highly recommend researching the seller before you purchase from them. Typical signs to be wary of when purchasing e-liquid online:

  1. Prices are suspiciously low.
  2. The site does not provide a direct contact number to customer service.
  3. They do not have a physical address listed online.
  4. The seal is broken on your bottle when it arrives.

Feel free to reach out to us if you have any concern regarding the legitimacy of your product.

Please Note: Any items purchased outside of AirFactoryEliquid.com cannot be replaced, credited, or refunded as per FDA guidelines. However, if you come to find that you were sold a fraudulent/defective/expired Air Factory product, please reach out to us with photo documentation and the details of your purchase. Our customers mean the world to us, and we will do everything in our power to make it right. 

  1. What if there’s a mistake with my order?

If we made a mistake with your order, please contact us within 5 business days of delivery and we will make it right. When submitting this information, please include your order number, the nature of the issue and photo documentation if applicable (incorrect flavor/nicotine strength/damaged bottle). If your order requires a replacement unit, it's very important that you do not throw away your bottle and packing slip. Due to FDA regulations, we cannot give away free nicotine products. We will send you a shipping label to return your product(s), and in turn we will expedite the correction once your return is received. Please allow 5 business days for all returns to be processed.  

  1. I ordered juice from another website or a shop and there’s something wrong.

If you have an issue with one of our products from another shop/online store, refunds and exchanges can only be facilitated through the store of purchase. Due to FDA regulations, we cannot replace items purchased outside of AirFactoryEliquid.com. Most importantly, we highly encourage you to research vendors before you purchase online. Make sure the retailer is a trustworthy source, with ways to contact them and a published return/exchange policy before you go through with your transaction. If your attempts with the store of purchase are unsuccessful, please contact us and we will try our best to make it right.  

  1. I need to return or exchange product.

If you would like to return a product, please contact us within 5 business days of delivery with your order number and reason for return. Eligible refunds are only for items that are present on the packing list, and they must be unopened in their original condition. Due to FDA regulations, we cannot give away or 'replace' a product without an even exchange. If something was wrong with your order, please see question 8 for more details.

  1. My bottle broke or the bottle is defective.

It happens from time to time that there is an issue with the bottle or the contents of the bottle. Please let us know immediately if something is defective and document with pictures when something is wrong. We will refund and/or replace anything wrong with your order. If you purchased your bottle from another website or vape shop, please contact them first. We cannot replace bottles not purchased directly from us.

  1. What is PMTA and FDA?

The PMTA is the Pre-market Tobacco Application with the Food and Drug Administration (FDA). It is the standard for being able to sell nicotine/tobacco products in the US. In Sept 2020, there is a deadline to submit and we are pursuing submission to ensure that our products stay in the market. To know more about the PMTA, please visit the FDA website at; https://www.fda.gov/tobacco-products/market-and-distribute-tobacco-product/premarket-tobacco-product-applications

  1. Having issues with Age verification.

Age Verification is necessary to ensure our products do not get in the hands of anyone under the age of 21 years old. Our age verification software on Shopify has multiple steps to ensure you are who you say you are and that you are of legal age.  Part of the verification process is to confirm your credit card information, so your billing address (for your credit card) must match your shipping address and be a physical address. Along with the other account and user information, everything has to be consistent.

  1. How do I redeem my points and rewards?

You must have an account on our website. When you create an account, make purchases, refer friends, or post on social media you earn points that you can redeem at the point of purchase. You will see a pop-up usually towards the bottom right of your screen (it’s a floating button). You can redeem your points towards the end of your checkout and the points will convert to a discount code that modifies your balance at checkout.