Shipping & Returns Policy
Updated October 13, 2020
Delivery update for our U.S. customers: online orders are shipping as usual with free shipping on all orders above $34. Auto-Ship orders always enjoy free shipping.
When will I get my order?
Our standard shipping method is via USPS. Standard shipping usually takes 2-4 business days and is free for all Auto-Ship orders and all other orders above $34. We also offer 1-2 day express shipping for an additional fee.
We ship Monday through Friday, with all orders placed before 3:00 PM PST shipping on the same day. Orders placed after 3:00 PM PST will ship the next business day. Shipping estimates do not include the time it takes to process the order, which can take up to another full day.
Keep in mind, orders containing Portable Charging Cases use ground shipping and may take longer to arrive.
*Delivery dates are only estimates provided by the carrier and may be affected by weather, national holidays, and some geographic locations.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with a link to your tracking number. Please expect 24 business hours before receiving your tracking details.
Please note: your order confirmation email is sent immediately after your purchase, which is different from your shipping confirmation email.
Your tracking information is also available in your JUUL account dashboard. You can see the status of your delivery and a detailed tracking history by clicking on "View Tracking History" in the courier section.
To get more information on your delivery, select notification preferences for delivery updates, and access the courier's contact information, you can enter the tracking number directly in the courier's website.
If the tracking information shows your delivery is being held by the courier, use their website, or contact the courier directly to locate which mail office your delivery is at.
What if I have additional questions about my JUUL order or shipment?
For Auto-Ship orders, please visit the program's page to learn more.
Are there any shipping restrictions?
Due to state legislation or local ordinances, we may be restricted in where we can ship products.*
In addition to certain localities, we currently cannot ship any products to the following states:
- U.S. Islands outside of the 50 United States
We currently cannot ship any JUULpods to:
- New York
We currently cannot ship Menthol JUULpods to:
- Rhode Island
In addition, there are various localities where we cannot ship Menthol JUULpods to due to local flavor ban laws.
Adult signature upon delivery is legally required in:
- North Dakota
*Note: This list is updated regularly, but we cannot guarantee it reflects all existing restrictions.
We monitor legislation in case these restrictions are up to date. If we cannot ship to your location, you can always use our Store Locator to find a store near you.
Where can I buy JUULpods and JUUL products near me?
The JUUL store locator makes finding JUUL quick and easy. Use the JUUL locator to help you find e-cigarette shops and vape stores that sell JUULpods, devices, and accessories. To get JUUL devices or JUULpods delivered directly to your door, buy JUUL online. Check out our options for automatic JUUL delivery right to your doorstep.
Locate your nearest authorized JUUL retailers and JUUL stores.
Can I return my product for a refund? How?
Refunds are available for new and unused devices within 14 days of delivery from JUUL.com. If you need to return an order purchased on our site, please contact Customer Support with your order numbers.
If a retailer allows returns, products purchased through an authorized JUUL retailer can only be refunded at the original place of purchase pursuant to terms of the retailer’s return policy. Not all retailers allow returns.
Can I return my device for a refund?
Refunds are available for new and unused devices within 14 days of delivery from JUUL.com. If the tamper-proof seal is broken, a refund cannot be honored. If you need to return an order purchased on our site, please contact Customer Support with your order number. Products purchased at an authorized JUUL retailer are subject to the retailer's return policy. Please inquire with your retailer about their return policy prior to purchase. Not all retailers allow returns. If you believe your device was defective, please visit support.JUUL.com for warranty information.
Warranty is only applicable for JUUL Devices and the JUUL Portable Charging Case. To submit your claim, find the device for which you want to submit a warranty claim in your personal account page and click claim warranty. Full terms of warranty can be found here.
Depending on the status of your warranty, you might receive an email asking you to ship back your device. You will receive a return kit which includes packaging and a prepaid shipping label. Mail your JUUL product, via FedEx, for failure analysis testing. Once you drop off your package, tracking information should be available in your JUUL account dashboard within 24-48 hours. The shipping label provided will expire 10 days from the day you receive it in the mail. Once we receive your returned package, we will send a replacement product if we determine that the claim is valid.