ORDERS, SHIPPING, REFUNDS AND WARRANTY
Order Processing
Once your order has been placed, you will receive an order confirmation email. From the point of order confirmation your order will be processed in our warehouse within 1-2 business days, subject to holidays. You will receive a second email with your tracking information when your order has been picked up by our shipping providers.
We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
Order Tracking
Tracking numbers are automatically generated when we print your shipping label during order processing. You will receive an email containing the tracking number sent to the email address you provided during checkout. Please check your email's "spam" folder if you did not receive a tracking number. Alternatively, you can view all order details by logging in to your www.premiumlabs.com account.
Cancellations
We try our best to accommodate changes, however orders cannot be cancelled once the order has been shipped. By placing an order with us, you acknowledge the accuracy of the items ordered and shipping information.
Shipping Options & Serviceable Areas
Premium Labs offers various Canadian-wide shipping options to customers. We strive to process and ship orders with 1-2 business days, which excludes standard shipping times.
You will notice various shipping options at checkout, please select the option that best services your needs. We currently ship to most postal codes in Canada. Some areas may see limited shipping options available.
P.O. Box orders can ONLY be serviced through Canada Post by selecting Canada Post as your shipping option at checkout.
*All shipping times are estimates; Premium Labs cannot guarantee delivery dates but only provide an approximation based on the information provided by the shipping providers
Important Information Regarding US and International Shipments (Canada Post Shipping ONLY)
Premium Labs ships all products from Canada and does not collect taxes on orders placed from outside of Canada. Orders shipped to customers located outside of Canada may be subject to import duties, taxes, and customs processing fees. Please be aware that you as the purchaser are responsible for paying any applicable import duties, taxes, or fees that may arise. Unfortunately, we are unable to give estimates for these fees. Please contact your local customs office for more information.
You as the importer must be aware of your local laws and regulations for Electronic Cigarettes / Electronic Nicotine Delivery Systems (ENDS), accessories and e-juices. We will fulfill our obligations and ship your order to the location you specify after payment has been received. However, Premium Labs is not liable if your package is seized by customs upon entering your country. As the importer, you are solely responsible for the importation of the products that you order. As such, you must be aware of your own regions/territory's prohibitions and allowances for importing e-liquid. Premium Labs will not be held responsible for your lack of knowledge regarding the importation laws of your country/county/city/province/state/territory/region. In the event of seizure, the importer is solely responsible for recovering the items, if possible. Should your package be sent back to us, we will issue a refund for your order less the shipping fees charged to you when you placed your order, less any penalty fees charged by the shipping service (Canada Post) for shipping unauthorized products in addition to a 15% restocking fee.
Lost or Damaged Packages
As soon as orders leave the Premium Labs warehouse and a tracking number is provided, we are no longer responsible for the delivery of your package. Please note, any delays or delivery errors by the shipping providers are completely out of our control. Every package shipped by Premium Labs is automatically insured only up to $100.00 maximum.
In the event that your package hasn’t arrived on the estimated delivery date, please confirm that your package is not with a family member, concierge or in your mailbox.
If you package hasn’t arrived 5 days past the estimated delivery date, please email us at customerservice@premiumlabs.com and we can assist you with opening a service ticket with the shipping provider. If the shipping provider finds your package during their investigation the product(s) will be delivered to you at the earliest convenience.
If the shipping provider deems your packaged is lost or damaged during transit by them and you notify us no more than 21 days after placing your order, we will credit your account or replace your order up to $100.00 maximum, plus any shipping costs that you may have paid directly. The store credit or replacements will only be applied once a confirmation from the shipping provider has been received confirming reimbursement. We have no control over how long this process takes. Note, US and International non-tracked items do not have insurance, and will not be replaced in the event of damage or loss.
Please note that we must wait until the shipping provider confirms that your package has been lost, before we can process store credit or re-send the products to you.
Incorrectly Marked as Delivered
In the event the package is marked as delivered without having been received, first check that the package hasn’t already been retrieved on your behalf. If you are unable to locate your missing package, you must notify us within 5 days of the marked delivery date in order to file a claim. The claim process will start as it noted under “Lost or Damaged Packages”.
Damaged Packages
In the event that your package arrives damaged, please reach out to our customer service team within 5 days of delivery. We will initiate an investigation on a damaged package and you will be required to submit pictures of the condition the package arrived in. The shipping provider may reach out to you as part of their investigation. Please monitor your emails and respond to communications from Premium Labs and our shipping partners.
For any inquiries relating to lost or damaged packages, please contact customerservice@premiumlabs.com for assistance.
Taxes
All taxes will be applied subject to federal and provincial tax legislation.
Refunds
Products shall not be refunded or exchanged for other products except in the case of a proven defect. If you feel you have received a defective product, you must contact Premium Labs by email at customerservice@premiumlabs.com immediately upon receiving your order. Premium Labs will initiate an internal investigation. We will require the product info including batch #, expiry dates and you may be required to provide us with photos or return items when necessary. This is a part of our traceability process in order to verify your claim. Please see “Warranty” section below for more details.
Please note, this applies to customers who purchased products directly from Premiumlabs.com, if you purchased Premium Labs liquid from another retailer, you must reach out to them directly.
Unauthorized Returns
If a package has been returned to our warehouse due to a delivery failure (ex: Incorrect address, unclaimed order, etc.) Customer Service will attempt to reach out to you at the email or telephone number listed on your order offering the option to refund the cost of your order minus the original shipping cost and a 15% restocking fee.
We are unable to process reshipments at this time and apologize for the inconvenience. You can simply place another order on Premiumlabs.com. We strongly recommend you review the delivery details to ensure a successful delivery.
Warranty
If your product has been deemed defective after an internal Premium Labs investigation, a Warranty Service Order will be issued. The customer will have the option of receiving store credit on their account or replacement products of equal value.
Premium Labs will require the customer to provide proof of purchase details before receiving warranty order. Please note more than one type of proof of purchase may be required to process a warranty claim (i.e. Premium Labs order confirmation, receipt of money transfer and confirmation of address item was originally shipped to).