Covid-19 Information for our Customers
- Please note that we are experiencing very high order volumes at the moment, and therefore we cannot currently guarantee same-day dispatch.
94% of orders are currently being dispatched the same day Monday - Friday. We're working very hard to get this back to 100%.
We apologise for the inconvenience this causes but ask for your continued patience.
Royal Mail - Changes to Special Delivery
Due to increased absence levels, we’ve reviewed our timed guarantees for Special Delivery Guaranteed by 9am and 1pm services and will make the following changes:
Our guaranteed delivery for Special Delivery Guaranteed by 1.00pm will change to by 9.00pm the next working day*.
Read more here https://www.royalmail.com/coronavirus
This is a trying time for all of us, so I wanted to let you know that we at Vapefiend are doing everything we can to protect our customers and our family of staff and stockists around the world.
We take our responsibility to our customers very seriously. We also know how much you depend on us and our products for your mental and physical health, especially at a time of quarantine and social distancing. Therefore we intend to continue to operate for as long as possible.
All Vapefiend staff who are able to work from home are now doing so. Delia is leading a small team of dedicated, young, fit and healthy workers at the Vape Bunker, where all surfaces are being sprayed down with isopropyl alcohol regularly, all staff are washing their hands and sanitising before having any contact with products or packages. Staff are working in isolated shifts without contact between shifts, and carrying out a full clean-down of the warehouse between shifts. Non staff, including delivery drivers, are not being permitted entry to our facility but are leaving deliveries outside for collection by our team, who are exercising every possible precaution.
Royal Mail have informed us that they are implementing contingency plans to ensure the continuing operation of their network, and have reassured us of the safety of their delivery systems. Similarly FedEx and UPS are continuing operations for as long as possible and following extremely strict safety protocols, such as disinfecting all equipment regularly and adhering to all government guidelines. All three shipping services can no longer guarantee next day delivery, and are suspending signature requirements for deliveries. Due to this rapidly evolving situation we are no longer able to guarantee delivery times under any circumstances, but we are shipping all orders received by 3pm every day as normal.
For those who wish to collect in person, we have put in place a strict "no contact collection" procedure. To arrange this, you can call us between 10am and 5pm Mon-Sat or email us at any time.
Unfortunately due to limited capacity and our safety protocols we are not able to carry out warranty service and repairs at this time. However we will honour all warranties that expire during this period. We are asking customers not to send any packages in to us until further notice. This includes returns of unwanted or faulty items. Again, we will honour all warranties and statutory rights, but we cannot guarantee any timescale for this. We kindly request that you please hold onto these items for the time being wherever possible, as this would greatly reduce the pressure on our hard-working skeleton staff.
We do expect a full closure of our fulfilment activities at some point very soon. Therefore we advise you to stock up on any accessories or spare vaporizers that you may need for a prolonged period of isolation. We will continue to take orders via our website throughout this crisis and to ship them whenever possible.
In the event of a full quarantine we will continue to put out regular video updates on our Instagram channel, @vapefiend. We will also be working to provide entertaining content for our followers at youtube.com/georgevapefiend and facebook.com/vapefiend.
We are setting up a Discord channel to keep us all connected throughout this period.
I ask that you take care of yourselves and each other, take all reasonable precautions, stay safe and hang in there.
We will get through this with each others' support.
Peace and Love to you all,
George and the Vapefiend Team