Damage, missing or wrong item
- Report within
- 2 calendar days
- Window starts
- Delivery or pickup
Help topics
Order Support Command Center
If Something Goes Wrong With Your Vape Order
Wrong item, missing pack, damaged device, or delivery hiccup? Pick the closest issue, send the right proof, and support will review the next step.
On this page
Store request windows
When to contact the store
Carrier says delivered, but parcel is missing
- Report within
- 2 calendar days
- Window starts
- The carrier's marked-delivered date
Normal return or defective-on-arrival (DOA) request
- Report within
- 3 calendar days
- Window starts
- Delivery or pickup
Contact orders@vapescapital.com with the order number, product details and photos. Approval and item eligibility still apply; read the Returns Policy and Shipping Policy.
These are store request windows. Applicable consumer rights and manufacturer warranty terms continue to apply.
Payment ended on an error or 404 page?
Stop before submitting payment again. The confirmation page alone does not tell you whether the order completed.
- Check your inbox and spam folder for the Capital Vape confirmation email.
- Sign in with the email used at checkout to check your order history. If you have an order number, use order status help.
- If the outcome is unclear, call, text or email the store before paying again.
Send your checkout email, order number if available, approximate checkout time and a screenshot of the error. Card activity can be a pending authorization and does not establish the order outcome by itself. Never send a full card number or security code.
What to do first
Before opening a ticket, do these four things. It gives support the details needed to review the issue faster.
1
Find your order number
Check the order confirmation email from Capital Vape. Your order number is at the top.
2
Take clear photos
Snap the item, the outer packaging, and any seals. Good light, whole box in frame.
3
Try the quick fix
Disposable not firing? Try the disposable troubleshooting steps first. Many setup issues are quick to rule out.
4
Reach out
Email orders@vapescapital.com or use the contact page. Include your order number and photos.
Find your situation
Choose the issue below for the details to send and the next step.
Wrong item in the box
Got a flavour, nicotine strength, or device you didn't order? Do not open the sealed product. Send us your order number and a photo of the item you received so support can review the right correction. Start here: contact support.
Missing item or pack
Check whether the confirmation or tracking shows more than one shipment. First, check your order status to confirm all packages arrived. If something is truly missing, email us with your order number and a photo of what did arrive.
Defective device
Stop using a device that is damaged, hot or leaking. For an undamaged device, check the disposable troubleshooting or vape pod guidance. Contact staff for DOA or warranty review; manufacturer terms depend on the exact model.
Delivery problem
Late, missing, or marked delivered? Check order status. For local orders see Edmonton vape delivery or express delivery. For anywhere else in the country, see Canada vape shipping.
Payment error or missing confirmation
If payment ended on an error or 404 page, stop before paying again. Check your confirmation email and account sign-in and order history, then contact the store with your checkout email, order number if available, approximate time and the error shown. Card activity may be a pending authorization and does not confirm the order outcome by itself. Never send your full card number or security code.
Return or warranty question
Full policy on the returns & warranty page. DOA and online return or exchange requests should be reported within 3 calendar days of delivery or pickup. Eligible sealed hardware can be reviewed under the Returns Policy. E-liquid is final sale once purchased, including sealed bottles, except for wrong-item cases. Opened pods, opened coils and used disposables are final sale; report a defective-on-arrival concern for staff review.
What to include in your message
Copy these details into one message so staff can identify the order and review the issue.
Order numberFrom your Capital Vape confirmation email.
Photo of the item receivedWhole product visible, in focus, good light.
Photo of the outer packagingIncluding any seals, shipping label, or damage.
Short description of the issueWhat you expected vs. what you got, in one or two sentences.
Best way to reach youReply email or a phone number for delivery follow-ups.
Final-sale items & policy quick view
For full details see returns & warranty.
Final saleE-liquid, including sealed bottles
Final saleOpened pods
Final saleOpened coils
Final saleUsed disposables
Pick the right delivery guide
Different routes have different timelines and cutoffs.
Grab a replacement
If you just need to reorder the right item, jump straight to the category.
Common support questions
How fast will you reply?
Email orders@vapescapital.com with your order and issue details. For urgent delivery help, call or text the store; see the contact page for hours.
What proof do you need?
Your order number, a clear photo of what you received (including the outer packaging and any seals), and a short description of the issue.
Which items are final sale?
E-liquid is final sale once purchased, including sealed bottles, except wrong-item cases. Opened pods, opened coils and used disposables are final sale. DOA and online return or exchange requests should be reported within 3 calendar days of delivery or pickup. Eligible sealed hardware can be reviewed under our returns & warranty policy; approval is required first.
My disposable stopped working - what now?
Stop using a device that is damaged, hot or leaking. For an undamaged device, try the model-specific troubleshooting checks. Contact us with your order number, model and photos for DOA or warranty review. Manufacturer terms depend on the exact product.
Delivery says delivered but I did not get it.
Check with anyone at the address and look near side doors. If it is still missing, contact us within 2 calendar days of the carrier's marked-delivered date so we can open a carrier trace or review the Edmonton delivery route.
Where do I check my order status?
Head to the order status page - it covers pickup, local delivery, and Canada-wide shipping.
Send us one message. We will take it from there.
Include your order number, one or two photos, and a sentence about the issue. That gives support what they need to review it.
Capital Vape supports customers across Edmonton and Canada with pickup, local delivery, express delivery, and national shipping. This page is a support directory - it does not change our published returns & warranty terms or delivery timelines.