We want you to be totally satisfied with your Steeped Monkey Brains purchase. If there is an issue with your purchase, we will make it right. If we made a mistake we will do our best to fix it. We want your experience shopping with us to be simple and easy. Customer service has always been the #1 focus of our staff.
Unfortunately, NO. All Eliquid Sales Are Final. You can not return or exchange Eliquid after it has shipped.
Due to the nature of the products and the safety of our Customers, we do not accept returns and we do not sell returned bottles, regardless if they are unopened and still sealed.
Please make sure you double check your Cart before you complete your order.
Exchanges on Hardware products (including batteries, coils, and accessories) are only accepted if you received the wrong item or an item arrived damaged.
Hardware (not including batteries, coils, and accessories) returns on unopened items may be accepted within 7 days of receiving your order, if approved. Exchanges will only be made if the product you ordered is defective or if the wrong item was shipped within 30 days of receiving your order.
It is the responsibility of the customer to ensure all items ordered are correct and accurate. Steeped Monkey Brains is not liable for any items ordered by mistake, or incorrectly. We will do our best to assist you in this event. Please contact us immediately.
If we made a mistake on your order, please contact us within 72 hours of receiving your package. We will make sure to fix any errors ASAP. We sincerely apologize for any inconvenience and will remedy any mistakes as quickly as possible.
If we missed something on your order, then we will either ship it free of charge ASAP or issue a refund.
If we sent you the wrong item, we will provide you with a prepaid return label so that you can send back the product(s) free of charge. Once received we will send a replacement per our warranty policy or we will issue a refund.
*See refund policy for more detailed information.
Your in-store warranty is void if you perform a firmware update/upgrade on your own Hardware. We will not accept returns or exchanges on products if you have performed a firmware update/upgrade. You will need to contact the Manufacturer for further warranty assistance.
Yes, but only if it has not shipped yet. Once your order has shipped it is final and no changes can be made.
If your requested change results in a price difference you may be required to pay the difference before the order will ship, or you may receive a refund or store credit.
In some rare cases your package may have been marked as "delivered" by Canada Post up to 24 hours before the actual delivery takes place. Only contact us about a missing package if it has not been delivered after 24 hours.
Please contact us with the detail and we will fix the issue.
If your package is lost or delayed, and we are required to open a formal investigation with Canada Post (service ticket), you MAY NOT receive a refund or a replacement package prior to the investigation (minimum 10 days) being completed by Canada Post.
In the event that a service ticket is opened, you may be required to speak to Canada Post either via email or telephone. If you are contacted and do not reply to Canada Post during the investigation, you will receive NO refund or exchange. You are required to speak with Canada Post.
We are only able to issue refunds for orders paid using Credit Card or Cash. Refunds can only be issued to the original credit card used to make your purchase. Depending on your credit card's issuing bank, please allow up to one billing cycle for a refund to appear on your statement.
We are not able to issue a refund via Interac E-Transfer, Debit Card or Cheque. If you purchased using Interac E-Transfer, Debit Card, or Cheque, you will receive a store credit. We appologize if this is an inconveninece.
We issue refunds within 7 business days after receipt and inspection of returned merchandise. You will receive an email notification confirming your refund.
Where applicable, we issue store credit in the form of a Coupon Code for the value of the returned product(s) after receipt and inspection of returned merchandise. Your coupon code is unique to you and will never expire and can be used online or in-store.
The original shipping fees Steeped Monkey Brains paid to send your order may be deducted from a refund unless the return is the result of our own error. International shipping fees are non-refundable.
Important: we cannot process a return, exchange, or refund request without a proof of purchase.
We do not accept returns/exchanges past 30 days, nor do we accept returns/exchanges of sale merchandise. We reserve the right to accept or refuse them.
If you have purchased an Extended Warranty for you Vape, click here for full details.
Items received at our office without an authorized return approval may require additional processing time. If products returned for a return/exchange are not in the exact condition as you described, your return/exchange will not be processed nor will your used products be returned to you.
*No returns or exchanges will be made if we believe products show damage such as, but not limited to: dents, scratches, scuffs, normal wear and tear, or any issues that occur after a firmware upgrade.
**It may be the customers responsibility to pay for all shipping charges related to a return or exchange unless otherwise authorized in advance.