Shipping & Returns

Shipping Policy
General Information
To ensure that your package is properly delivered and that you receive your package within the time frames, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

Where do you ship to?
We ship worldwide! We are proud to ship throughout the US and worldwide! For all shipments, we use priority shipping through UPS. You can track your package from when it leaves our warehouse through its final destination.
What is the processing time?
All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination. Depending on a number of factors, standard domestic and international orders may take 2-3 business days (excluding Saturdays, Sundays, and Holidays) to process.
How long does shipping take?
U.S.A. shipments can take 3-5 days after processing. If the order is placed during a weekend or holiday, processing can take 2-3 days. International shipments vary by destination.
Will I be charged duty fees?
Our company is based in the USA. All of our US orders are free of duty fees. While most of our orders are free of any Import Taxes or Duty Fees, we cannot be held responsible for any taxes, seizures or fees from importing our product. By complying with all local standards and regulations, we do our very best avoid any possible charges your country may assess your shipment. The final decision is decided by your country's import regulations. You may contact your local customs agent if you have any questions regarding additional fees on your shipment.
How to track my package?
We send a tracking link to track your package in all shipping confirmation emails!
I did not receive shipping or order confirmation
Please email us at to confirm your order was placed. Our emails could be ending up in your spam box or an incorrect email was entered at the time of checkout.

Returns Policy
If you find that your Pivot product is faulty on arrival, then you are entitled to a replacement or a refund within 14 days from the date of purchase. If you wish to return a product for other reasoning, we will accept unused and unopened products within 14 days from the date of delivery with a 15% restocking fee. Shipping costs will not be reimbursed with any returns. Please contact us for returning guidelines.
If your Pivot product that was purchased becomes faulty after delivery, we strongly recommend that you contact us directly for a warranty replacement.

Shipping Charges
You will be responsible for shipping to us (we suggest you insure the package and record the tracking number). We will cover the cost of shipping for your replacement unit back to you. If international, customs and duties fees may be incurred and are the responsibility of the buyer.
Returns are not accepted. We only allow for exchanges for defective products.

All Pivot Devices come with a standard 3 years warranty. For sanitary and overall safety reasons, all consumables like e-liquids & mouthpieces are not covered under warranty.

Pivot Warranty covers manufacturing defects only and any defects related to regular wear & tear, misuse, tampering and exposure to humidity are NOT covered under warranty.

Please provide a copy of the invoice when claiming warranty on your device and allow 3-5 business days for your product to be inspected and tested after it is delivered to us. If the device is found to be defective, we’ll ship you the replacement.

If you need more information, please email us at