Frequently Asked Questions

We offer FREE Expedited shipping on all U.S. orders. International shipping fees depend on weight size and destination address.

Yes. We use a highly secure and encrypted EV SSL with a green address bar. The communication between our site and your bank/credit card remains safe.

We offer one fast, reliable and free shipping option. Generally, any order placed by 4 pm pacific standard time ships the same day.

Yes, we do. Please call or email us as soon as you place the order. We will adjust the shipping method for you and let you know what the fees are.

Depending on your location, it takes 2-5 business days to receive your package (Within the continental United States). Please note: To ship on the same day, place your order before 4:00 pm Pacific Standard Time.

Once your order has been packed and is ready to be shipped, you will receive an email that will include your order tracking number and a link for tracking.

We offer FREE shipping on all U.S. orders. For international orders, shipping fees depend on various factors such as weight, size and destination.

Monday – Friday: All orders placed by 2:00 PM (Pacific Standard Time) will be shipped out the same day.

Saturday: We don’t ship on Saturdays.

Sunday: Post office is closed – all orders will be shipped out the following business day.

Standard shipping times may not apply to holidays or during a global pandemic, as we will be overwhelmed with orders during these periods. However, we work overtime to get your orders out to you as quickly as possible during the holidays.

Domestic U.S. orders generally take between 2 – 5 days for delivery. However, delivery times are estimates and are not guaranteed delivery times and depend on the following:

• Your location
• Bad weather often affects shipping times. For example, during high seasons, such as Christmas, Valentine’s Day, and Mother’s Day, and when Federal holidays fall on a Monday, USPS takes much longer to deliver the packages than through the ordinary course of the year.

If you elect to return a non-defective product for an order that received free shipping, please be advised that you will be responsible for the cost of the initial shipping fee. The cost of the initial shipping fee will be deducted from the refund amount and is non-refundable.

Absolutely! Please email [email protected] requesting a refund or exchange, and we will take care of it for you.

Are you experiencing a shipping-related issue? Don’t worry; our dedicated team will do everything we possibly can to help resolve the problem for you as quickly as possible. Of course, you can always contact us for assistance; however, before doing so, we kindly ask you to read through the section below, which will help answer some of the most common shipping questions.

If your tracking number is not updating, let us sincerely apologize. As Black Note pays extra fees, we share your frustration to ensure a tracking number accompanies every package. However, tracking numbers are generally updated at 7:00 PM (Pacific Standard Time).

Unfortunately, once we hand over your package to the shipping carrier, it is up to them to scan the tracking number at each stage of the delivery process to provide you with updated tracking information. Sometimes they need to update the tracking information as it should. However, please rest assured that this does not mean we did not ship your package.

We stand behind our policy of shipping your packages the same day if we receive your order by 4:00 PM (Pacific Standard Time). So, even if the tracking number only reads “Shipping Label Created” or “Arrived at the Sort Facility,” you can be confident that your order has been shipped and is on the way to you.

We are sorry your order shows as having been delivered, but the package is not in your possession. Therefore, we pay an additional fee for each box to be accompanied by a tracking number. This is for your benefit so that you can track your order as it is en route to you and allow us to verify the package has indeed reached you.

If the tracking information states that the order has been delivered, we, unfortunately, must determine that this is, in fact, the case. This is because a company policy whereby we send out a second package or issue a refund when a claim is made that the original order never reached our customer is not sustainable.

Many individuals would take advantage of this type of policy and claim a lost package when they did receive it. As such, Black Note cannot guarantee package delivery under any circumstance. Black Note will not re-ship or refund any order marked as delivered by the carrier. All reimbursements, if any, will be made through the specific courier after a claim has been won. However, rest assured that we will not leave you to fend for yourself if this occurs. We will help you through all the steps necessary to file a claim with the shipping company.

It is imperative to note that if your tracking number shows that the package has been delivered but has not reached you, you must notify us within 24 hours from the time the package was marked as having been delivered. We sincerely apologize, but if we are not informed within the 24-hour time frame, there will be no recourse available.

Before you panic, please attempt the following solutions, as the vast majority of the time, one of the next will resolve the problem:

SOLUTION 1: Often, when the package shows as having been delivered, it is left with the manager or leasing office of your apartment/condominium complex or Po Box. Please check with them to see if they have your package.

SOLUTION 2: Most condominium and apartment complexes provide the residents with a small mailbox that can only fit envelopes and magazines but cannot fit boxes and packages. When a resident receives a package, the postman will place it in a larger mailbox dedicated to bigger items, then will place the key to the larger box inside of your mailbox. Please check for this key to see if that is where it has been left for you.

SOLUTION 3: Sometimes when the package shows as having been delivered, but you don’t have the package it is because you made a minor typo when entering your shipping address. For example, you typed the street address as “8465” rather than “4865.” Please check your shipping confirmation email to see what address was entered. If you realize that the wrong address was entered, you can go to the address it was delivered to and attempt to recover your package.

SOLUTION 4: If none of the above solutions resolves the issue, please immediately visit your nearest post office. Please provide them with your tracking number and any information they request, then ask them to speak to a supervisor or the Postmaster. Once you are in touch with a supervisor or Postmaster, ask them to check with the specific carrier who delivered the package to your address to confirm that it was in fact delivered, and if so, specifically where the package was left. We have seen a packaging recovery of nearly 100% with a physical visit to the local post office, as well as a conversation with the PostMaster.

Please first allow us to sincerely apologize for the delay in receiving your package. We know how frustrating it can be to expect an item to be delivered by a specific date but fail to reach you—mainly when you are very excited about receiving your order. Please understand that Black Note takes painstaking measures to get your orders out as quickly as possible. Orders placed by 2:00 PM (Pacific Standard Time) are shipped out the same day. Orders placed after that time will ship out the very next business day.

We wholeheartedly wish that we had complete control over the entire delivery process. Still, unfortunately, once the package has been handed to the post office, we are entirely at their mercy. We have no control whatsoever over delivery times once the package has been placed in their possession. We completely understand your frustration, but please know that there is absolutely nothing we can do.

We are very sorry that you have not received your package. We genuinely share your frustration and will do everything in our power to assist you. Please understand that we take very costly and thorough measures to offer the industry’s fastest free shipping and best customer service. However, unfortunately, the one aspect of the delivery process that we have no control over it once the package has been handed over to the Post Office. At that point, we are regretfully entirely at their mercy. Please rest assured that we will not leave you to deal with this on your own—we will work with you diligently to help resolve the problem. If you are experiencing this issue, please follow the steps below to assist you best.

Step 1: Send Us an Email to Alert Us About The Problem

Let us know that you have yet to receive the package to make a note of it in our system. This way, if the package does not arrive, we will be able to locate your file and help you with the process of filing a claim.

Although this situation is highly frustrating, please don’t panic, as we have seen a near 100% recovery rate. We are here to help you through this, and together we are confident that your package will be found and delivered to you.

Black Note ships internationally to many countries. We are constantly working on adding more countries to the list; however, if your country is not an option when entering your shipping address, we have unfortunately yet to open up to your location.

Please ensure you understand the laws regarding electronic cigarettes in your country. Black Note cannot be responsible for packages that are seized by customs due to laws prohibiting the sale of electronic cigarette devices.

Black Note cannot pay the duty fees and taxes that your country may require for imported goods. However, once your package passes through customs, they may need you to pay a small customs tax, which is standard for any country.

Important Note: Black Note does not assume any liability for packages shipped internationally once the package has been handed to the delivery company.

Please note that it is the customer’s responsibility to enter the correct delivery address details for both domestic and international orders at the time of ordering. If the customer enters the incorrect or incomplete address and goods are delivered to the wrong address, we are under no obligation to issue a refund or send replacement goods. Likewise, if goods are returned to us because they have been sent to the wrong address, we are not obliged to re-send them at our expense; however, a refund will be offered less the postal cost. If you notice that you have provided incorrect or incomplete details, please contact us for assistance.

Please ensure that you understand and agree to the statements in our Shipping section before placing your order.

Black Note reserves the right to refuse sales or service to any individual.

You can cancel your order within 30 days of receiving your order. Please notify Black Note of your desire to cancel your order by emailing [email protected].

• No refunds or exchanges are allowed after 30 days of your purchase for any reason. No exceptions.
• Eligible returns constitute unused, unopened products with original packaging and in the same condition as the product was received. For the safety of our customers, we do not accept returns on e-liquids unless the bottle is still sealed. But, of course, if we have made an error and sent you the wrong flavor, nicotine strength, or size, we will undoubtedly exchange the e-juice bottle for you, provided it has not been opened.

Several types of goods are exempt from being returned. Any opened or tampered with bottles cannot be returned or exchanged. We will not accept returns because a forwarder cannot find an MSDS sheet for the items. Additionally, we do not provide MSDS sheets when shipping domestically.

Additional non-returnable items: Used Hardware

To complete your return, we require a receipt or proof of purchase. Please send all returns to: Black Note Inc. 3857 Birch St. Suite 192
Newport Beach CA 92660

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

No. Black Note products are only sold to adults of legal smoking age. Black Note.com does not intentionally collect or solicit personal information from or about children or anyone under the age of 21. If we discover we have received any information from an individual under the age of 21 and in violation of this Policy, we will delete that information immediately. If you believe Black Note.com has any information from or about anyone under the age of 21, please contact us at [email protected].

Yes. We will apply the discount and refund the difference to your credit card as a complimentary courtesy. You should receive the credit in the next 24 to 48 hours.

We’re very sorry that you are experiencing difficulty with your product. Rest assured that we will do everything we can to resolve this problem for you quickly and easily. However, to get this remedied as rapidly as possible, please follow the simple steps below to help expedite the process.

If you receive your order and there is product damage, broken bottles, wrong flavors, or incorrect nicotine levels. Please take a picture of the products immediately and email them with a brief description of the problem to our Customer Support Team. They will assist you in resolving the issue. If you have any questions, please contact our Customer Support Team at [email protected].

Dead on Arrivals (DOA) Policy

All “Dead on Arrivals” (DOA), damaged, missing, or wrong Item claims must be reported to us within 48 hours of delivery. Please scrutinize your items upon receiving them. You are responsible for checking within the time span and notifying us of any problem. Minor scratches, cosmetic issues, and discoloration are considered normal wear and tear and are not covered by warranty.

Email us
The first step in handling a defective product is to email or give us a phone call stating the product name, your order number, and the problem you are experiencing. We have several troubleshooting steps that we can assist you with that may resolve the issue without the need to send the product back to us.

Email: [email protected].
Phone: 1-800-949-3095

Please Note: We have much faster response times with emails, so please try emailing first before calling in.

When a card issuing bank receives an authorization request for a charge, they will confirm that the card number is valid and verify that there are available funds to cover the requested amount. If the funds are available, the card issuing bank will reserve the funds, and return an authorization code that allows you to claim the funds during settlement.

The card issuing bank also compares the cardholder’s billing address on file to the address submitted with the transaction. The bank then returns an AVS response code along with the authorization code that indicates whether or not the billing address matches the bank’s records.

However, even if a transaction is declined due to an AVS Mismatch or other reasons, the authorization code and the hold on the authorized funds will remain on the customer’s card until the card issuing bank removes the authorization. As a result, the held funds may be subtracted from the customer’s available balance, and an online statement may show the authorization request, which might be mistaken for an actual charge.

Most card issuing banks will remove authorizations within 3-7 days if they are not claimed for settlement.

We offer fast, reliable shipping across the U.S. with the following options:

✅ Free Shipping

• For U.S. orders (except CA): Free shipping applies to orders of $50+ after discounts.

• For California orders: Free shipping applies to orders of $100+ after discounts.

• Orders below these thresholds will have a flat shipping fee:

  • $9.99 for California orders (GLS carrier, adult signature required).

  • Standard shipping rates apply for other states.

✅ Same-Day Processing

• Orders placed before 4 PM Pacific Time are usually processed the same day and shipped promptly.

✅ California Shipping Requirements

• All CA orders ship via GLS, which requires an adult (21+) signature upon delivery.

• GLS cannot deliver to PO Boxes due to signature requirements.

• If no one is available, GLS will attempt redelivery up to three times.

We strive to provide the best shipping experience while ensuring compliance with state regulations. If you have any questions, feel free to reach out!