FAQ

About Orders
Q: What if I haven’t received my order?
A: If you have a tracking number, you can check the status on our order tracking page. If you do not have a tracking number, please feel free to contact us at service@mboyvape.com for an update on your order status.

Q: How can I pay for my order?
A: We accept the following payment cards: Visa, Mastercard, and American Express (AE). We also accept PayPal payments.

Q: Is it safe to order online?
A: You can rest assured that shopping through our website is safe. We use the most up-to-date security systems and encryption software to ensure that your personal information, such as your name, address, and banking details, is kept secure and protected.

Q: What should I do if I receive an incorrect or damaged item?
A: We’re sorry to hear you received an incorrect or damaged item. Please email us at service@mboyvape.com with your order number, the name/code of the item you were supposed to receive, and any additional details. We will contact you within 3 business days to resolve your issue.

Q: Can I make changes to my order?
A: Unfortunately, once an order is placed, it cannot be modified. Our warehouse team processes orders immediately, which means your order is already being prepared for shipment.

About Shipping
Q: What are my shipping options?
A: We use UPS, DHL, and FedEx to ship orders worldwide. You can enjoy free shipping on orders over $5,000. For orders below this amount, shipping fees will be based on the actual shipping cost from the carrier.

Q: Which countries do you ship to?
A: We currently ship to all countries worldwide.

Q: How long does shipping take?
A: Shipping typically takes 2-10 business days, depending on the destination.

About Returns & Refunds
Q: What is your return policy?
A: Items must be returned within 14 days of receipt.

  • Items must be undamaged.

  • Items must have all tags attached and be in their original packaging.

  • Items must be returned to our Returns Center at the following address:
    Returns Center
    7 Balfour Street, Unit 4, Ashdod, Israel 7762107

Q: Do you offer free returns?
A: Unfortunately, we do not offer free returns. The cost of the return is the responsibility of the customer.

Q: What if my product is damaged?
A: We’re sorry to hear you received a damaged product. No worries! Send an email to our customer service team at service@mboyvape.com within 14 days of purchase. Please include photos of the damaged product, and we’ll contact you to resolve the issue.

Q: How long does it take to process my refund?
A: We aim to process your refund as quickly as possible. However, it may take up to 14 days for your refund to be processed after we receive your returned item(s). If you have not received your refund after 14 days, please contact us at service@mboyvape.com with proof of shipping details from your return carrier, and we will investigate the matter.

Q: How can I track the status of my return?
A: Once your return is received by our warehouse team, you will receive an email notification. You will also receive an email from us when your refund is processed. Please note that it may take 3-5 business days for the refund to appear in your account, depending on your card issuer.