Premium Labs FAQ
If you have other questions regarding Premium Labs products, please do not hesitate to contact us at customerservice@premiumlabs.com.
Who is Premium Labs?
- Premium Labs is an industry leader for unique and complex e-liquid flavours. Some of our most well-known brands are Decoded (Big Foot) & Dr. Fog.
What Country is Premium Labs based out of?
- Premium Labs is based in Canada
What is our e-liquid made of?
- Premium Labs e-liquid is made of propylene glycol, vegetable glycerine, flavour concentrate, and variations of nicotine. Premium Labs does not use any diacetyl, vitamin E acetate or chemicals that are illegal
Where is our e-liquids manufactured from?
- Premium Labs e-liquid is manufactured in a Canadian accredited ISO: 9001 Standard Lab
What are Premium Labs customer service hours?
- Customer service is available from 10am-6pm EST, Monday to Friday. Customer service can be reached by telephone at 1-888-557-7773 or email at customerservice@premiumlabs.com. Please email us if you have questions after hours and we will get back to you as soon as possible.
What is the difference between nicotine salts and freebase (regular) nicotine?
- Nicotine Salts have a faster rate of absorption into the bloodstream compared to regular nicotine. Nicotine salts are optimal for a mouth to lung vape since you can achieve higher concentrations in e-liquid compared to regular nicotine. Beginners or people looking to switch from cigarettes may prefer nicotine salts because it provides a similar sensation to smoking.
- Freebase nicotine absorbs slowly into the bloodstream. Freebase liquid is optimal for direct lung and mouth to lung vapers. Typically used with higher wattage devices for better flavour and cloud production.
I had an issue with Premium Labs last year (2021), what can I do now?
- Premium Labs is now under new ownership. If you’ve experienced a problem last year with Premium Labs you can send us an email at customerservice@premiumlabs.com and we will do our very best to help you.
Orders & Shipping FAQ
Canadian law states it is illegal to sell nicotine to minors. By entering your age verification information you are confirming you are of age to purchase nicotine products based on your provincial/state/region requirements. You are also accepting the terms and conditions of our website.
What shipping providers does Premium Labs use?
- Canada Post and UPS for its delivery services.
- P.O. Box Orders can only be serviced through Canada Post by selecting Canada Post as your shipping option at checkout.
How long does it take to ship and receive my order?
- Premium Labs usually processes and ships orders from our warehouse within 1-2 business days.
- Once your order is processed and shipped, the time it will take to deliver your package depends on your location. Estimated delivery date are shown on “Check Out” page when you are selecting your prefer shipping option.
*Orders placed on weekends or holidays will be processed on the next Business Day
Please note: Estimated shipping times refer to the number of business days that the package will take to arrive after the order has been fulfilled by the warehouse and picked up by our shipping providers
If I made a mistake on my order; can I correct it?
- If you have made a mistake in your order, you may correct the order if it has not been “Shipped” by contacting us at customerservice@premiumlabs.com. Premium Labs usually fulfills orders within 1-2 business day(s) upon receipt. Once the order is “Shipped” we cannot correct any details of the order. We sincerely apologize for any inconvenience this may cause you. Please ensure all your order details are accurate before submitting your order.
I’d like to cancel and refund my order; can I cancel and refund?
- Orders cannot be cancelled once the status has been updated as “Shipped”. By placing an order with Premium Labs, you acknowledge that the item order and delivery information is accurate. If there is an issue with your order and it has not been fulfilled yet, you can contact us at customerservice@premiumlabs.com to cancel your order for full refund.
Can I ship my order to a Post Office (P.O) box?
- P.O. Box orders can ONLY be serviced through Canada Post by selecting Canada Post as your shipping option at checkout.
- If an order has been placed using UPS and is shipping to a P.O box address, we will have to cancel and refund your order with a notification sent to you. A new order with a valid residential address will have to be made to be fulfilled successfully.