Q. Why am I being contacted to verify my order?
A. We at Oasis Vape are committed to our customer's online safety. You may be contacted by a member of our fraud prevention team to verify your order details. We do this to ensure that you are in fact placing the order and that is being shipped to an address that you have designated. Generally, we only reach out to customers that have never used a shipping address before or have placed an order under a guest account. If we cannot verify that an address has been used before, we are required to contact you to verify your order information before it can be processed.
Q. What happens if I do not verify my order?
A. We will attempt to contact you via email at least three separate times. If we are unable to contact you to verify your order details, your order will, unfortunately, have to be cancelled.
Q. What if I did not receive an email from your fraud prevention team?
A. Upon placing your order, if verification is required, you will receive an email that indicates your order status as "Manual Verification Required." This email is automated and is a key indicator that you will be receiving an additional email from our team. You will receive the email within 24 hours of placing your order. If you do not receive an email, please check your spam folder.
Please note: If we are unable to verify your order, you will not be charged for that order.
Q. I've already been contacted to verify my address from a prior order. Why is my order still being flagged for "manual verification"?
A. Great question. Our system will automatically flag any order in which the billing and shipping information do not match. However, don't worry. If you've previously verified your information, we will notate your account and automatically push your future orders through. You won't need to verify your order information again unless you add new billing or shipping information.
Q. I have a question or need to contact someone regarding my order. What are my options?
A. There are several ways to contact us:
Email: email@example.com - Available Monday - Friday from 9:00am - 5:00pm (MST)
LiveChat: Available Monday - Friday from 10:00am - 6:00pm (MST)
Phone: 1-844-535-8273 opt.4 - Available Monday - Friday from 10:00am - 4:00pm (MST)
Visit our Contact Us page.
Q. When is Customer Support available? Is someone available to answer my inquiry on the weekends?
A. Please see times listed above. Our processing center and customer support are closed on Saturdays and Sundays. We always strive to provide the best customer service and quickest response time possible. For all inquiries please allow up to 48 hours for a reply.
Q. What is your return policy?
A. For our return policy, please click here.
Q. What is your refund policy?
A. For our refund policy, please click here.
Q. How does Oasis Vape handle shipping?
A. For shipping information, please click here.
Q. Why are you unable to ship to certain states in the U.S.?
A. Federal or State Laws prevent us from financially or legally being able to ship to these states.
Q. My order is marked as delivered, but I did not receive it. What do I do?
A. We highly encourage contacting your local post office and providing them with your tracking information. If the post office is unable to locate your package or it has been marked as lost or stolen, please send us an email to firstname.lastname@example.org and let us know. We are happy to assist in providing a resolution. Please note: For replacement orders involving packages marked as delivered, we will only offer store credit for the cost of the items. Customers with packages marked as delivered will be required to cover any shipping charges or taxes that may apply.
Q. I placed an order during one of your sales but my order hasn't shipped. Where is my order?
A. All orders placed during a sale can take up to 3 business days to process before they are shipped due to the high volume of orders that we receive. Please be patient as we work diligently to process your orders. We do not process orders on the weekends.
Q. Why was my order declined?
A. If the information entered does not match the billing information associated with your method of payment, our system will decline your transaction. Please ensure your information is up to date with your bank to avoid this error. This system is in place to protect you, the customer.
Q. My order was declined but it is still showing that I was charged. Why is this?
A. The charge you see on your account is a verification charge to ensure the funds are available to complete the order. If this occurs, you will not be charged. Typically, this verification charge is reversed in 1-2 business days depending on the processing speed of your bank. You are only charged for orders that are processed successfully, meaning that you receive a confirmation of your order once it has been placed.
BlueCheck Age Verification
Q. What is BlueCheck and why did I receive an email from them?
A. BlueCheck Age Verification is a third-party age verification company that we have partnered with since the launch of our website. BlueCheck Age Verification provides real-time age verification to ensure that customers are of legal age to purchase products from our website. BlueCheck Age Verification utilizes multi-layer data encryption to ensure data is securely transmitted, to protect against malicious actors and to safeguard the verification process. Age Verification is required by federal law.
Q. How long does the verification process take once the required documents are provided?
A. Immediate - the majority of verifications can be completed within 5 minutes.
Q. It's been more than 5 minutes, has my verification been completed? Can I exit or back out of the BlueCheck window?
A. It is strongly recommended that you wait until you receive confirmation that your verification has been completed. Due to an increase of people now shopping online BlueCheck is handling a large influx of verifications and it may take longer than previously indicated. If, you happen to back out of the screen before verification is completed, you will receive an email from Oasis Vape and BlueCheck on how you can complete your verification. If you did not receive an email, please check your junk or spam folders.
Q. Can we, as the consumer, cross out any information on our ID that we do not want to provide such as the DL number?
A. Yes, all that we require is proof of the full license (to show it's not clipped), your picture, full name, DOB, and the license number.
Q. Who has access to the information and who verifies it?
Q. I do not want to provide any of my information. What are my options?
A. Unfortunately, age verification is required by law. Customers who fail to provide the requested information to verify they are of legal age to purchase our products will be denied. Any pending orders will be cancelled.
Q. I have a question in regards to verification or am experiencing issues. Who do I contact?
A. You will need to contact BlueCheck directly for resolution of any issues associated with verification. You can reach them via email at email@example.com
Q. I just received an email titled AGE VERIFICATION REQUIRED, what do I do?
A. The email will provide detailed information regarding your next steps. You will need to contact BlueCheck directly to complete verification. Oasis Vape provides customers with a 24 hour window from the time the email is sent to complete your verification. Customers that do not complete their verification within the 24 hour window will have their order canceled and refunded.
Tuesday Sale (40% OFF) THIS SALE IS TEMPORARILY UNAVAILABLE
Q. I am attempting to place an order but the discount code says that it will only apply to certain items in my cart. What is going on?
A. This is correct! While we offer a great deal every Tuesday, the discount is only valid towards Oasis House Blends (House Blends, In Store Menu, Standard Flavors, and Tobacco items). The discount is not valid towards any daily deals, unicorn bottles, Nic Salt, or premium e-liquid.
Q. I placed my order on Tuesday and it still has not shipped. Where is my order?
A. Great question! All orders placed during a sale day can take up to 3 business days to process before they are shipped. Selecting an expedited method of shipping does not expedite processing time. Please feel free to visit our Shipping page for additional information.
OASIS VAPE LOYALTY REWARDS
Q. I have questions regarding your Loyalty Program. Where can I find more information about it?
A. You are welcome to visit our Rewards page for more information regarding our Loyalty Program. If you are not finding the information you need, please send us an email: firstname.lastname@example.org!
Q. I accidentally redeemed a reward that I did not want. What can I do?
A. Unfortunately, once a reward is redeemed we are unable to reverse the redemption. Please visit our Rewards page for more information.
Q. I also have a loyalty account with your brick and mortar locations. Can I combine and/or use those points online?
A. Unfortunately, no. Our online and brick and mortar reward's programs are two separate systems. They cannot be combined or redeemed outside of their designated channels.
Square Gift Card from Oasis Vape
Q. I recently purchased or received an in-store gift card from Oasis Vape and was told I could check the balance online. Where do I go?
A. Excellent! Gift cards are great! You can visit our Square Gift Card Balance page to check the balance of your in-store gift card.
Q. I would like to apply to work at Oasis Vape. Where can I go to do that?
A. Great! Please head over to our Careers page for additional information.
Q. Does Oasis Vape offer wholesale?
A. We do not offer wholesale at this time. Please note that you MUST be an Oasis Vape Authorized Retailer to distribute or sell our e-liquid.
Q. Do you have a General Certificate of conformity?
A. Yes, you can view our GCC see here.
Have additional questions? Please feel to contact us, via the Contact Us page.