Frequently Asked Questions

Please read our FAQ before sending us a message.

General Questions


We offer fast, discrete shipping in the USA and Canada from our local warehouses. For orders over 90 dollars we offer FREE shipping in USA & Canada (some exclusions apply – see Terms and Conditions for details) Please note the shipping time on the product page is an estimate and not guaranteed.

We accept returns on unused/unopened items (not including special order items – see below) for 30 days from the original purchase date. There is a 15% restocking and a $15 shipping fee if the return did not arise due to an error on the City Vaporizers part.

Special order items as noted on the product page are not returnable or exchangeable for any reason.

Cancellations are permitted on a case-by-case basis before the product is marked as “Completed”, “DS-DLVR” or “DS-CCV”. Once the item is shipped, the product can only be returned (please see the section below regarding the conditions of a return). To fulfill the cancellation, please email or call us before the order is shipped and we will attempt your order immediately. All cancellations are subject to a 6% charge (refund minus 6%) to offset the fees charged by our payment processing company.

Special order items as noted on the product page cannot be cancelled for any reason.

Please make sure the information you provide with your order is valid and correctly inputted. If City Vaporizer cannot validate an address, we will place the order on hold and contact the buyer to confirm or correct their address. City Vaporizer is not responsible for delaying or canceling shipments if shipping corrections need to be made or the address cannot be validated. City Vaporizer is not responsible for any fees that may be incurred from delaying shipments. City Vaporizer will hold any orders that need verification despite being an XPresspost package, and wait to confirm the address with the customer to ensure the item ships safely and securely. It is the buyer’s sole responsibility to provide the correct shipping and billing address and any other relevant information for the order. If the package has already shipped but has incorrect information within the order such as name, email, phone number, shipping and/or billing address, it is the responsibility of the buyer to pay the cost to intercept and re-route the package or pay return shipping expenses to mail the item back to our return facility. Once a package is returned to our facility, our standard return policies apply which is typically a $15 shipping fee and 15% restocking fee.

**International Shipping Disclaimer: (Not applicable to USA or Canada). You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world. Our warehouses are located in the USA & Canada, we ship globally from these locations.

**Shipping within Canada and the USA:  If products are shipped to either of these regions often the products are sent from the same country or trans-border from a warehouse within Canada or the USA.  From time to time there are uncontrollable delays due to Canada Customs, US Customs, or other unforeseen events.  As with any other retailer that may ship cross-border we have no control over the government bodies or any other events out of our and the shipping courier’s control that may occur.   On occasion, during random inspections by these government bodies, there are uncontrollable delays that we are not responsible for. You understand that these inspections and other events are out of our control and agree to wait for the product to clear customs inspections that may delay your shipment. Some states, such as Illinois, have put additional taxes in place for marijuana, tobacco, or vaping-related products – additional costs may be incurred at the time of delivery. These additional fees are the customer’s responsibility and are not included in the checkout price. As we are shipping internationally, we do not impose these fees on our customers, but leave it up to the individual couriers and their regulations, should they wish to impose these fees.

Signature and/or Age ID Requirement: Depending on your country, state, or province a mandatory signature and/or Age ID requirement may be placed on all shipments of products from this website.  This requirement will be executed by the delivery courier or mail delivery service.

Re-Shipping Fees: If your address was incorrectly entered or if for any reason the package needs to be re-shipped (such as an unclaimed package), you are responsible for the re-shipment fee, regardless of the free shipping promotion applied to the original order. The re-shipping fee is whatever is charged to us by the courier. 

Unclaimed Packages:  As a customer, you are responsible for tracking your package after the order is made. If you did not receive a tracking number you are responsible for contacting City Vaporizer Customer Support for assistance.  If your package is left unclaimed (failure to pick up at a local Post Office or the courier’s pickup depot) and returned to us, you are responsible for any return-to-sender shipping fees.  Any Return to Sender shipping fees will be billed to you – you may either have this amount subtracted from your return amount as detailed above or added to your reshipment fee for a 2nd delivery attempt.  Any subsequent non-response from you will result in an automatic return and refund minus these fees after 30 days of no communication, as per the terms and conditions outlined here and in the Returns section above.


For further details please check out our Terms and Conditions page.  It is required that you agree to these terms and conditions before the system processes your order.



Processing time: Please allow 1-4 days of processing time on all orders. If there are any uncertainties regarding shipping or billing details, we reserve the right to delay shipping to reach out to the customer via email and/or phone to verify the details. If no verification can be made, the order may be canceled at CityVaporizer’s sole discretion.



Yes. If you are a first-time customer you will need to provide proof of age according to the local legal requirement for purchasing vaporizer products in your country at the time of delivery. Otherwise, the package will be returned to us and we will issue a refund minus 15% restocking fee and $15 shipping fee ($30 shipping fee if originally shipped with Xpress Post).



We currently accept Visa, MasterCard, and Bitcoin. We also accept payment via Interac E-transfer in Canada, and Sezzle in the US.



To purchase any product with Bitcoin or other CryptoCurrency.  At the point of Checkout, you will have the option to select Digital Currencies from the list of payment methods on the checkout screen.

All Bitcoin transactions are converted at the Bitcoin Average exchange rate from all the major exchanges.  We do not mark up the exchange rate.



All data transmitted to and from the City Vaporizer website is encrypted and secured by best-in-class Let’s Encrypt SSL technology which means you can be 100% confident that your information is secure while shopping at City Vaporizer.



You can track your order status directly on our website under your recent orders. Once you receive a shipment tracking number from us you can use it to track your order on the shipping provider’s website (May take up to 24 hours to be active).



City Vaporizer is not liable for lost, missing, stolen, redirected, or otherwise missing packages. It is the customer’s responsibility to ensure that the address they provided is valid and accurate, and it is the customer’s responsibility to track the status of the package and receive the package after it has been marked as delivered by the courier service. If you believe your package has been stolen, you must first contact the shipping courier to report the case and provide them with more details so that they may first attempt to help you locate your package. Your claim to us will require a police report when the customer’s package is marked as delivered by the courier service. A police report PDF & number must be included with the claim when sending in your support ticket. Claims must be made no sooner than 5 days after the date the courier service marked the package as delivered, to ensure the package was not misdelivered or easily found around the premises or with neighbors. Claims must be made no later than 15 days after your order was marked as delivered by the courier service. Our team may require additional documentation (e.g. proof of identity, address, etc.) as a part of the claims process and the customer must be able to provide these documents for the claim to progress. Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony. The customer is responsible for carrying homeowner’s insurance that will cover the theft of any packages that have been marked as delivered by the courier.



Contact us as soon as possible either via our contact form or by sending us an email to [email protected]. We highly recommend sending us a picture or a short video of the issue you are experiencing so that we can address the issue quickly and minimize the resolution time for you. If you prefer to speak to a customer service representative over the phone our customer service line (+1-647-478-8878 ext.2) is open Monday to Friday 11 am – 4 pm EST.




Product Related Questions

Vaporizers 101


A Vaporizer is a device used to release the active ingredients of your blends or oils/concentrates without combustion (which creates smoke). This is achieved through either Convection or Conduction.



Instead of burning the material, your product is heated at a much lower temperature. This allows all of the benefits that blends have to offer without the carcinogens and other nasty by-products that are released during combustion (smoking).



With Conduction vaporization, your blend is placed in direct contact with the heating source. Convection vaporization occurs when hot air passes over the blend, but never actually touches the heating element/source.



For each vaporizer, the warranty information is listed on the product page. Typically the warranty of vaporizers is handled by the manufacturer and the warranty period can range from 1 to 10 years.



There is a slight smell that is released upon exhaling comparable to lightly burnt popcorn, but it’s very mild when compared to smoking..



It depends on the vaporizer. Some vaporizers take 2-3 minutes to reach vaporizing temperatures, whereas some units can heat up in 15 seconds!



It depends on the vaporizer. The optimum temperature range for most vaporizers is somewhere within 170 to 200 degrees Celsius or 340 to 390 Fahrenheit.



It all depends on your preference. Some users will stop when the blends have turned lightly brown and stopped producing visible vapor, while other users will vaporize until the blends are much darker.




Product Care & Tips


Depending on which vaporizer you own and how often you’re using the device, certain parts may need to be replaced every so often. This may include screens, batteries, whips/balloons, or cartridges/coils. We sell all these replacement items on our website.



Turning up the heating temperature will typically produce more noticeable and bigger clouds of vapor.



Yes, grinding your herbs allows for more efficient vaporization because it increases the surface area of your blends and allows hot air to pass through much more effectively.



99% Isopropyl alcohol cleaning solution is an excellent choice for keeping your glass clean and sparkling. You may have to disassemble some of the parts before you begin to ensure a thorough cleaning. Q-tips and bristle pipe cleaners are great for reaching those tough-to-reach spots. Most vaporizer screens can be cleaned with a small brush or glass-cleaning solution. This allows for proper airflow and maximum efficiency



We recommend using a dabber tool. A dabber tool is a small metal instrument that makes the adding and removing of your wax/concentrates painless. It also allows you to accurately apply the wax/concentrate directly onto the atomizer or the wax cartridge.



For most vaporizers, we recommend a slow and steady inhale. This will typically produce the best results.



We always recommend that you fully charge your battery upon receiving your new vaporizer. This will ensure maximum performance and battery life.





There shouldn’t be any smoke when you’re vaporizing! The whole idea of vaporizing is to avoid the dangerous effects of smoking. You should, however, see a light cloud of white vapor when you exhale. How much vapor you see depends on your vaporizing temperature. Lower temperatures will produce less visible vapor, whereas higher temperatures will produce denser vapor.



Most pen-style wax vaporizers come with a lock mechanism. This is utilized so that your unit doesn’t unintentionally heat up while in your pocket or purse. To unlock/lock, simply press the button 3-5 times in rapid succession.