PAX Customer Support
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Orders

How soon can I get my order? +

We ship Monday through Friday, with all orders placed before 12:00 PM Pacific Time shipping same day. Orders placed after 12:00 PM Pacific Time will ship the next business day.

Our free shipping methods use USPS Priority and Canada Post Xpress. Both methods have a standard delivery estimate of 3-7 days. Depending on your location, we offer 2nd day and overnight shipment options at check-out for an additional cost.

USPS Priority may be delivered on Saturdays. All other methods are delivered Monday through Friday by the close of business day.

*Delivery dates on our website are estimates provided by the courier and may be affected by weather, national holidays, and some geographic locations. 

Can I change items in an existing order? +

Once an order has been placed, we can not make any additions, subtractions, or substitutions. If you no longer want the exact items on your order, please contact support to request a cancelation.

How will I know you've received my order and when will you charge my credit card? +

A confirmation number will be shown as soon as your order is completed. You’ll simultaneously receive an email confirming that we've received your order. Your credit card will be charged when your order is submitted. A second email will be sent when your order ships.

Can I return an item for a refund? How? +

Please carefully research the product you are interested in before purchasing. Refunds are only available for new and unused devices purchased within 14 days on paxvapor.com. If the tamper proof seal is broken a refund cannot be honored. Devices purchased through an authorized PAX retailer cannot be refunded by PAX Labs. Please contact us at paxvapor.com/support to receive a return authorization and shipping instructions.

My card was charged multiple times. What do I do? +

Declined transactions may appear on your billing statement as pending transactions. Within 5 business days, your bank will remove these pending transactions from your account. Because the transactions were declined, they will never be posted or permanently charged to your account. Unfortunately, during that time that the bank is processing the pending transactions, those charges will be deducted from your account balance. These funds are not being held by Pax Labs, Inc. and the pending status will be removed only by your bank.

Why was my card charged if I did not receive an order confirmation? +

If you did not see a confirmation number at the end of the checkout process, an order was not completed. Declined transactions may appear on your billing statement as pending transactions. Within 5 business days, your bank will remove these pending transactions from your account.

Because the transactions were declined, they will never be posted or permanently charged to your account. Unfortunately, during that time that the bank is processing the pending transactions, those charges will be deducted from your account balance. These funds are not being held by PAX and the pending status will be removed only by your bank.

Can I return an item for a refund? How? +

Please carefully research the product you are interested in before purchasing. Refunds are only available for new and unused devices purchased within 14 days on paxvapor.com. If the tamper proof seal is broken a refund cannot be honored. Devices purchased through an authorized PAX retailer cannot be refunded by PAX Labs. Contact us at paxvapor.com/support to receive a return authorization and shipping instructions.

Is Age Verification required? +

We are required and committed to preventing sales to anyone under the legal purchasing age. When you place an order, your name, address and date of birth are used to confirm your identity and age. PAX Labs Inc account members only need to do this once. In some cases we might be unable to verify your age during check-out and will need you to provide alternate information to complete your order.

  • Previous home address
  • Last four of SSN
  • ID Upload

We utilize Veratad’s AgeMatch and IDMatch Verification services to perform these checks. Veratad uses billions of records from multiple trusted and secure data sources to verify the information that you provide and ensure that you qualify to access and purchase products from PAXvapor.com. This process has been developed with privacy in mind, and checks are secure with detailed information neither shared nor accessible.

Veratad's Age Verification service can be accessed from your PAX Lab's account dashboard. Providing false information may constitute a violation of the law.

For more, please see our privacy policy.