Frequently Asked Questions

Order Info

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, and Discover) and Lighter USA Gift Cards. We recently allowed Crypto payment.

Do you accept PayPal?

At this time, PayPal is not an option. However, we are always adapting and trying to make things easy for our customers, so know that PayPal is something that we hope to add to our payment options in the future.

Do you price match?

Since we try to be the very best at pricing and offer free shipping on every product, we do not offer price matching at this time.

What if I need to change my order after I’ve placed it?

If you have not received your Shipping Confirmation email yet, then please contact us and we may be able to change it for you. If you’ve already received your Shipping Confirmation email, that means that your order has already been shipped out and we cannot change your order.

I placed my order but haven’t received any emails yet. What’s going on?

After you’ve placed your order with us, you will receive two emails from us:

  1. An Order Confirmation email will be sent shortly after your order has been placed.
  2. A Shipping Confirmation email will be sent by the end of the business day (if you ordered before 4pm on a business day) or by the end of the next business day (if you ordered after 4pm or on a weekend or holiday).
  3. If you are missing those emails, first check to see if they went to your Spam folder. To make sure that you’re getting all of your emails from us, please add to your address book. If you have not received these emails from us, please contact us!

My transaction was declined but my credit card was charged. Why?

Our credit card merchant (as with most others), uses a 'Capture and Authorize' system, which first checks to ensure the funds are available and then puts those funds in a “pending” state until the billing address verification process is completed. If there are any issues with the billing address, the transaction will be declined, but the funds may remain in that pending state for 1-2 business days. We do not have access to these funds at any point and this is not a permanent charge. If the funds are not released and back in your account within 7 business days, please contact us so that we can advise you further.

If your card is declined because the billing address entered at checkout does not match what is on file at your card issuing bank and would like to reorder with us, please make sure that the billing address that you are entering at checkout matches what the bank has on file. This may mean contacting your bank to verify the information.

The most common reason for a decline is a “Billing Address Mismatch”. If this is the error message that you received, please consider the following:

  • Did you recently move?
  • Are you away at college?
  • Is your billing address still listed as a parent or family member’s residence?


Do you offer free shipping?

Yes! We offer free shipping on all items, aside any product that has to due with nicotine, which are e-cigs, nicotine pods, disposables, and e-juice. For those items, we must charge a $9.95 shipping fee that requires an adult signature due to the new laws and regulations.

I need my order as soon as possible. What shipping methods do you offer, how much do they cost, and how long will it take for my order to get to me?

All of our items ship free using Standard First Class and, if you order before 4pm Eastern Time Monday through Friday, then your order will be shipped out that same day. UPS shipping will need to placed before 2pm Eastern Time to ensure next day delivery. If you need to get your order delivered more quickly, take a look at our chart below for more shipping and delivery options:

Shipping Method Delivery Time Price
Standard Free Shipping 1-5 Business Days Free! Woo hoo!
Priority Mail 1-3 Business Days $4.95
Priority Express †† 1-2 Business Days $20.95
UPS Next Day Air 1 Business Day Calculated at Checkout
UPS Ground 1-5 Business Days $9.95

Some orders may be shipped UPS rather than USPS. If it affects your shipping time, then we will notify you.
†† Priority Express is Overnight to most U.S. Locations. NOT ALL. It may take the full 2 days.

Can you ship internationally?

Yes, we now offer international shipping on most of our products. We are unable to ship nicotine outside the US.

I need my order shipped to Canada. What shipping methods do you offer, how much do they cost, and how long will it take for my order to get to me?

All of our international orders ship using USPS International First Class. If you order before 4pm Eastern Time Monday through Friday, then your order will be shipped out that same day. If you need to get your order delivered more quickly, take a look at our chart below for more shipping and delivery options:

Shipping Method Delivery Time Price
Standard International 7-5 Business Days $9.95
International Priority 6-10 Business Days $21.95
International Priority Express 3-5 Business Days $34.95

How soon will my order be shipped after I place it?

All orders placed by 4pm Eastern Time Monday through Friday will be shipped out from our facility that same day! If your order is placed after 4pm or on a weekend or holiday, then we will ship it on the next business day. If the order contains products shipped from separate facility they will not be shipped together and there will be a short 1-2 day delay on products not shipping from the Main facility.

Are there any days that Lighter USA does not ship out orders?

It’s rare, but if your order was not shipped out it could be because an item that you ordered is out of stock. If this is the case, then we will contact you and let you know!

Packages do not ship from our shipping facility on the following days:

  • Weekends
  • New Year's Day/Eve
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving Day
  • Christmas/Eve

Will I need to sign for my package when it arrives?

Some items require a signature for delivery. To check if this applies to your order, please follow the Tracking link in your Shipping Confirmation email and it will indicate if a signature is required at the time of delivery. ALL NICOTINE ITEMS REQUIRE A SIGNATURE.

Can I change the address on my order?

If it hasn't been shipped out yet, sure! Please contact us as quickly as possible. Otherwise, probably not. If the option is available, it will be on the USPS tracking page for your order. Once that updates, click "Delivery Instructions", to see if you can modify the delivery address. It's very important to make sure that you are entering the correct address for shipping when you are checking out! If the address applied is incorrect Lighter USA is not responsible for the package and will not provide any form of reimbursement, also if an order is going to an invalid address, (non existent) once it gets marked "Returned to Sender" on the USPS tracking page, let us know, and we can reship your order or refund you. If it's going to someone else's address, and you are unable to change the address, your options are more limited. You can try contacting the USPS(800-275-8777) to get the address changed, or contact the person at that address to see if you can obtain your package. Otherwise, you may need to file a chargeback with your credit card issuer as we will not be able to refund you if an order has been marked delivered.

I need this to be mailed in a discreet package, can you do that?

Yes, absolutely! All of our packaging is discreet! We use either a plain white padded envelope, brown box, or U.S. Postal Service issued packaging. Your package will arrive looking just like any other mail in your mailbox.

The tracking shows my package was undeliverable. What should I do?

Please contact us so that we can verify the address and get the item shipped back out to you as soon as possible.

I only received part of my order, where is the rest of it?

Some items from our website ship from a separate shipping facility. If your order is being shipped in two separate shipments, you will receive two separate Shipping Confirmation emails detailing what items are in each shipment and what your Tracking Number is for each shipment.

The tracking shows that my package was delivered, but I still don’t have it. What should I do?

Occasionally orders are marked Delivered but do not get dropped off until a later date, so it’s possible that your package will be delivered safe and sound the next business day of your order being marked as Delivered.

Sometimes orders get marked Delivered but are delivered to the wrong address. Please check with any immediate neighbors to see if a mistake was made. Our shipping labels are very clear and we print exactly what you enter at checkout, however, everyone makes mistakes and sometimes things get dropped off at the wrong location. Asking your mail carrier directly can also be very helpful.

My package came via USPS and was marked “Delivered”, but I don’t have it yet! What should I do?

When USPS has marked a shipment Delivered and it has been past 48 hours, please contact your local post office to speak with a representative, as well as filing a claim either by phone or online with USPS:

Phone: (800) 275 - 8777

Our Information:

L USA Logistics
43422 West Oaks Drive #155
Novi, MI 48377

I clicked the link to Track my Package but there is no information. Did you ship my order yet?

Don’t worry! Tracking information may take up to 24 hours before any status is shown. Check that link again at the end of the business day and you should see your package moving!

My Tracking Status just says "Electronic Shipping Information Received." What does that mean? Where is my order?

This simply means that the mail carrier has scanned the package but the location hasn’t updated on their website yet. Don’t worry! It should be updated within the business day.

My order should have arrived to me by now, but I don’t have it yet. Where is it?

Once we have shipped your package out, it is in the hands of USPS or UPS to deliver. We cannot guarantee their transit and delivery times and sometimes delays occur for reasons outside of our control. If you are experiencing issues with your package in transit, please contact USPS directly at 1-800-275-USPS (8777) or UPS at 1-800-PICK-UPS (742-5877). **We also do not cover any items damaged during transit. This is something you must work with the shipping carrier.

My Tracking Status says that my order was Returned to Sender. What happens now?

Packages that are returned to us due to an incorrect address provided by the customer or are refused will be refunded after arriving back to us. If you realize that you entered the wrong shipping address at checkout, please contact us and let us know so that we can send your package back out to the correct address. We will also contact you if we receive an order back due to an undeliverable address. If we have not heard back from you after 72 hours, then the order will be cancelled and refunded.

I ordered Butane. How will you ship that to me?

Butane is flammable! That means that it will be shipped via USPS Parcel Select and can take up to 8 business days to get to you. If your order contains items in addition to Butane and you paid for expedited shipping, then we may ship your items separately.

I received the wrong item, what should I do?

Oh no! Sometimes mistakes happen and we will fix that for you! But first, we need you to email us a picture of the product that you received along with the packing slip, making sure that the entire packing slip is visible. Email us to send us that picture and be sure to include your order number in the subject line. We’ll take care of you from there!

Do you offer refunds on shipping?

Please note delivery times are not always guaranteed. Most packages will deliver within the time frame. However, due to COVID-19 and other factors outside our shipping carriers control (weather, rural addresses, natural disasters, etc.) the occasional order may arrive outside our shipping estimate. Therefore, we do not offer any sort of refund on shipping. Also keep in mind, weekends and holidays are not considered business days. Once we ship out your package, it is out of our control. We did ship it the method that was preferred. If there are any delays, that is outside of our control. Please contact USPS or UPS.

What is Lighter USA Shipping Protection Program?

At checkout, you will notice that we have Shipping Protection Program that offers protection of your package while it is being shipped. This is an optional service that insures your package if it gets lost or damaged during transit, based off of your tracking information. If one of these issues do occur, please contact us within 10 days on the date of the last tracking update. Once this is purchased, it is nonrefundable.


What's the time frame for initiating a return?

You have 14 days from the date of delivery to start a return for eligible items. We'll send you a FREE prepaid return label once you initiate the return.

Are there any items that can't be returned at all?

Yes, certain items are non-returnable. This includes clearance items, disposable vapes (new and used), coils/atomizers, and mouthpieces. We can't accept returns for these items due to sanitary reasons. More information about non returnable items can be found here.

Who pays for the Shipping costs on Returns?

We do! Returns are always free, as long as you live in the United States. We will email you a Prepaid Return Label at absolutely no cost to you! If you have an eligible return, click here to start the return process.

Is there a Restocking Fee?

Nope! Returns and exchanges are 100%, absolutely free! Woo hoo! If you have an eligible return, click here to start the return process.

Can I get a refund for items that are unused and unopened?

Yes, definitely! If you return items in their original, unused, or unopened condition within the 14-day window, you'll receive a full refund to your original payment method.

What's the deal with returning used items?

Even if you've used an item, you can still get store credit. Just remember to send back all the original contents, including packaging and accessories, using the provided prepaid return label. Missing items during inspection might lead to a 10% deduction from your store credit.

What if I receive a defective product?

If you receive a defective product, let us know right away. Shoot us an email, and we might be able to help you troubleshoot. If the product is confirmed to be defective, we'll start the return process, including providing a free prepaid return label. Within the 14-day return window, we'll set things right with store credit for the exchange amount.

What happens if I return an item with missing components?

If you return an item with missing components, damaged packaging, or prohibited material, a 10% deduction will be applied to the final store credit. To avoid this, make sure to clean the device and include all original contents in the packaging. In some cases, if items are missing or the return is in unacceptable condition, we may choose to return the items to you or responsibly dispose of them, with any associated costs borne by the customer.