Welcome to the FAQ Page:
Below, you will find answers to frequently asked questions about VGR Store.
Cannot find what you are looking for? Please get in touch with our customer service team by emailing or by calling (480) 448-6084. An agent will get back to you as soon as possible.
My Account
Q: What is “My Account?”
A: This is an FAQ section which pertains specifically to your account. You can reference it if you have questions or concerns involving your account, orders, details, or security.
Q: Why should I create an account?
A: If you wish, you can check out on VGR Store as a guest. We recommend creating an account for several reasons.
First of all, an account makes it easy to review your order history, or check to see what the status of any open orders is. Secondly, it saves you time entering shipping and billing information each time you check out. The tools in your account also can streamline purchases as well as your communications with our customer support team. If you have coupons, you can also manage them in your account.
Q: I forgot my password. What do I do?
A: If you need help retrieving your password, click on the link which says, "Forgot my password." Enter in your email address, and then check your email for a message which will take you to a page where you can rest your account password.
Q: What payment options are available?
A: VGR Store makes it easy to pay for your purchases by offering you several convenient payment methods. Among these are credit or debit card and e-wallet services such as PayPal.
We will not process your order, issue a coupon, or ship your purchase until we have received your full payment. If for whatever reason your payment is declined, you will need to try again.
VGR Store processes transactions only in US Dollars. If you use another currency, be aware that the payment provider you use will automatically process the conversion.
Q: I have a coupon code. How do I use it?
A: If you have a coupon code, you will first need to input your payment information on the checkout page. After that, you will have a chance to input your coupon code. Make sure to enter it exactly as you received it with the correct and lowercase letters, spacing and punctuation.
My Orders
Q: What is the “My Orders” section?
A: This is an FAQ page which provides answers to questions pertaining to your VGR Store orders.
Q: How do I know if my order was successful?
A: After we have received your payment, you will be able to check your inbox for a confirmation email. If you do not see it, make sure that you take a look in your spam folder and updates tab.
On occasion, we might send you an email asking you to confirm that you sent a payment. We do this to make sure that your payment is authorized by you, and was not submitted by an unauthorized party.
Q: How can I check on my order status?
A: To do this, you'll need to log into your account. Look under “My Orders,” and you will see a history of past orders as well as any orders which are open. There you can view details on all of your orders as well as their status. You will be able to see at a glance whether they are processing, and whether they have been shipped.
Q: What does it mean if my order says “confirmed,” “handling,” or “shipped?”
A: Here is what each of these three order statuses means:
  • Confirmed: We have received your payment and confirmed your order. If you need to change any details for shipping, etc., this is the only time you can do it. You can still cancel at this stage.
  • Handling: Your order is in the dispatch stage, but is not yet shipped. It is too late to cancel or change details.
  • Shipped: The order has left our warehouse and is currently in transit to your destination.
Q: I need to adjust details for my order or cancel. How do I do this?
A: You will need to contact us directly at (address) within 12 hours of receiving the email confirming your order.
Q: How long does it take for you to ship my order?
A: The stage before shipping is handling. Generally, handling is complete within 3-5 business days, though there may be exceptions. Once we have completed this stage and shipped your order, we will send out an email informing you that your package is on the way. This will include a delivery estimate as well as a tracking number.
If you registered, you can also use your account to check your order status. Just visit “My Orders.”
Shipping Information
Q: What is “Shipping Information?”
A: This is an FAQ section which covers questions and answers relating to shipping.
Q: What are the shipping methods available for VGR Store?
A: At present, we ship using Standard International Shipping. You can expect to receive your order in anywhere from 7-21 days (give or take). All shipping fees are listed clearly on the order page before you check out.
Q: How long does shipping take?
A: Our shipping is estimated to take 7-21 days on average. Handling time prior to shipping may add 1-3 business days.
Q: How can I track my package?
A: The confirmation message we email you when we ship includes a tracking number and link. You will also find this information in “My Orders” in your account. You can use this information to see where your package is at any time.
Q: If a package is shipping overseas, are there additional fees I should know about?
A: There is no way for us to predict if your package will clear customs without fees. Look up the rules and limits for duties, fees and taxes on imports in your country, and be aware that you are considered the importer. As such, you are responsible for any and all customs costs.
You should also know that customs can delay the receipt of your item. If you believe your item is being held by customs, get in contact with the applicable office to ask what your next steps should be. VGR Store is not responsible for these delays.
Refunds and Returns
Q: What is “Refunds and Returns?”
A: This is an FAQ section covering topics which relate to refunds and returns. We have kept it brief as this information is covered elsewhere (see below).
Q: I am not satisfied with my items. What can I do?
A: Please read the VGR Store Return Policy. If you believe that your item is eligible for a return or replacement, please contact customer service and return your item inside of 14 days.
Note that additional handling charges may apply if the issue does not involve the quality of the item. We also will not refund your original shipping charges.
We reserve the right to grant or deny all return, replacement, or exchange requests at our own discretion.