FAQs
💳 Payment
Our website currently accepts direct Bank Transfers (T/T). We also accept PayPal, Cryptocurrencies, Credit Cards, Google Pay, and Apple Pay. Please contact our customer service team to process these alternative payment methods offline.
Banks decline payments for insufficient funds, incorrect billing details, or international blocks. Contact your bank to authorize the transaction or choose an alternative method.
Our system emails a commercial invoice to your billing address immediately after order confirmation. Download past invoices directly from the "Order History" section in your EsmoVape Wholesale account.
We require full payment before dispatch. Cross-border logistics prevent us from offering Cash on Delivery (COD).
Yes. Apply your promotional code in the "Discount Code" box during checkout before payment.
We secure your data using industry-standard SSL encryption. Compliant payment gateways process all transactions. We never store your credit card information.
Our system emails an order confirmation, including your Order ID, immediately after processing your payment.
Contact our support team with your Order ID and photographic evidence to request a refund. We credit approved refunds to your original payment method.
Log in to your account, navigate to the "My Account" dashboard, and click "Orders" to view your complete history.
🚚 Shipping
We dispatch wholesale orders within 24-48 hours. We utilize European and US warehouses to guarantee 3-7 day shipping and tax-paid (DDP) delivery. Note that specific models, like the OLIT Hookalit 40000 Puffs, ship exclusively from China as they lack EU warehouse inventory.
Our checkout system calculates shipping costs based on order volume, destination, and selected shipping method.
Contact our support team with your Order ID. We instantly open an investigation with the courier to resolve the issue.
Visit our "Track Your Order" page and enter your Order ID. Alternatively, click the tracking link in your dispatch email.
We cover customs duties for orders shipping via our EU and US local warehouses or DDP routes. Direct China routes incur local customs duties. Consult our sales team for exact tax details.
EU & US Warehouses deliver within 3-7 business days. Direct China routes require 10-15 business days.
🔒 Security
Advanced SSL encryption secures our website. We conduct regular malware scans and security audits.
We protect your data strictly. We use your business information solely for order processing and never sell data to third parties. Our display-only B2B model ensures unauthorized users cannot view pricing without logging in.
Yes. Our website strictly processes Bank Transfers online, ensuring zero exposure of your financial data. To use Credit Cards, PayPal, Google Pay, or Apple Pay, you must contact our customer service team to complete the transaction securely offline. We never collect or store your sensitive payment information on our servers.
Create an 8-character password mixing uppercase letters, lowercase letters, numbers, and symbols.
Verify the browser address bar displays exactly our official domain and shows a closed padlock. We never conduct business through unofficial domains.
Contact our official customer support immediately to report unusual account activity or suspicious emails.
We never request your password or credit card details via email or WhatsApp. Verify all communications originate from our official domain.
📦 Returns
Contact our support team immediately to amend items before warehouse dispatch. We cannot alter shipped orders.
We accept returns for defective items within a 30-day warranty period. Contact us with your Order ID, product serial numbers, and video proof of the defect. Our team guides you through the exact return process.
