Electric Tobacconist USA Reviews

4.8 Rating 35,017 Reviews
97 %
of reviewers recommend Electric Tobacconist USA
4.8
Based on 35,017 reviews
Shipping & Delivery
Delivery Methods
Postal Service
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 94%
Accurate And Undamaged Orders
98%
Customer Service
Communication Channels
Email, Live Chat, Telephone
Queries Resolved In
Under An Hour
Customer Service
4.7 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Easy
Read Electric Tobacconist USA Reviews

About Electric Tobacconist USA:

Online vape store. Please visit www.electrictobacconist.support to lodge a support ticket if you need assistance (eg with a delayed order)

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NIGHTMARE - yes, I received my order, but you must know that this company uses XDelivery - which is a mess. Electric Tobacconist ships out same day - to this XDelivery ghost company. From there - good luck tracking your order, or when it will be delivered. The shipments go from Denver to Salt Lake City for about a week or more, and then not updated for another week, and then your delivery date is pushed out probably 5 times. And you need to be home to sign, so good luck again. Electronic Tobacconist sells a legit product, but they are using the only delivery service available, and it's beyond awful, which tarnishes their business. I stopped ordering from E.T. because of this - I go to a local shop now, and I advise you to do the same.
Helpful Report
Posted 2 years ago
In consequence of the PACT Act, we are no longer able to ship with USPS; FedEx, DHL, and all other major shipping companies have decided to make congruent policies surrounding the prohibition of shipping nicotine products. As such, we are now reliant on two private carriers that make compliant deliveries. The only provider available in your region at this time is X Delivery. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Since X Delivery doesn't have the same infrastructure as the Postal Service your package may take unusual routes as it is passed through a network of carriers rather than directly to a local distribution center. We have also seen slightly longer transit times as well as occasional delays in tracking updates. We are working with their technical support team to rectify these concerns as quickly as possible. We want to assure you that we are working with them to improve communication and will notify you of delivery time windows and of progress made.
Posted 2 years ago
Product selection and price are very good. Orders take an extremely long to receive with their current carrier. Have a limit of 25 per month for products that I order but delivery takes almost of month so probably need to find another source unless start using a different carrier or take away the limit on the quantity of product can order.
Helpful Report
Posted 2 years ago
Hi, I am very sorry to hear that our service was less than exemplary. I can confirm that we are in the process of onboarding a more reliable alternative to our current carrier and we foresee improvements in our service within the coming months. Unfortunately, the product limits that you refer to are immovable as they are put in place to ensure that we are only selling to the end-user; however, with the coming of this new carrier, the product limits should no longer have any bearing on the accessibility of your favorite products.
Posted 2 years ago
“Product and ET are great but the new XL shipping is absolutely awful!!! I've ordered 2x since the new shipping company and both orders took a MONTH! A freaking MONTH!! In the past,I'd get my orders within 4-6 days. I no longer use ET because of it.”
Helpful Report
Posted 2 years ago
In consequence of the PACT Act, we are no longer able to ship with USPS; FedEx, DHL, and all other major shipping companies have decided to make congruent policies surrounding the prohibition of shipping nicotine products. As such, we are now reliant on private carriers that make compliant deliveries. The only provider available in your region at this time is X Delivery. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 It looks as though I can't find an interaction log with you and our team under this email; however, if you experience any difficulties in obtaining your purchase, we would be more than happy to reship or refund this for you in agreeance with our Shipping Guarantee!
Posted 2 years ago
Product and ET are great but the new XL shipping is absolutely awful!!! I've ordered 2x since the new shipping company and both orders took a MONTH! A freaking MONTH!! In the past,I'd get my orders within 4-6 days. I no longer use ET because of it.
Helpful Report
Posted 2 years ago
Hi Kimberly, I apologize for the delays that you have seen with your recent orders. Unfortunately, USPS has banned the shipment of all nicotine products. Other major shipping companies like FedEx and DHL also decided to implement similar bans early last year. As a result of this, we have had to partner with independent carriers to carry out compliant deliveries. We are tirelessly working with them to improve their services and reduce their transit times. In addition to this, we are also looking for alternative shipping options. We can assure you that these delays will not be the new standard; we foresee significant improvements happening once these carriers get acclimated to the new regulations and new options become available.
Posted 2 years ago
Prices are ok shipping is horrible takes too long to get I’ll buy elsewhere
Helpful Report
Posted 2 years ago
Hi Geraldine, I apologize for the less than satisfactory experience that you have underwent with our current providers. I want to assure you that we are working on not only improving their delivery times, but are also looking to onboard compliant alternatives where possible. This will allow us to expand our service range while also decreasing our packages' arrival. Thank you very much for your patience and understanding in this situation. We can confirm that these delays are not the new norm as we foresee significant changes taking place in the near future.
Posted 2 years ago
If you have a job and can't control when you will be home to receive the delivery you probably will not get the delivery because they need a signature and there is no way to know when they will arrive.
Helpful Report
Posted 2 years ago
Hi Brian, As a result of the PACT Act legislation, all orders require a signature upon delivery. This is not something that can be bypassed or preauthorized and I do apologize for the inconvenience that this causes. For future reference, it may be helpful to ship your products to a work address or other physical address where an adult signature can be obtained. Additionally, we are constantly working with our shipping partners to augment their tracking capabilities and communication so that we can better notify you of delivery time windows. We expect that these concerns will be resolved once these carriers get acclimated to the new regulations and larger bandwidth they are now facing. We commit that all of our customers will receive their package or a refund. It does appear that your most recent order was marked as return to sender on February 4th. I have followed up with you via email so that we can get this rectified as soon as possible.
Posted 2 years ago
The products are great but the delivery is awful. Questions regarding delivery are unanswered and there is no way to communicate through phone to get answers from customer service. Needs much improvement!
Helpful Report
Posted 2 years ago
Hi Karen, I am very sorry to hear that you did not have a satisfactory experience with our customer care team and we greatly appreciate your feedback in this situation. Looking at our previous interactions, we provided clarity on the delays seen on your purchase in regards to the PACT Act legislation. Unfortunately, we do not operate a phone service as we are very stringent on keeping records of all of our interactions. If you have any future difficulties that arise, please do not hesitate to let us know as we would be more than happy to assist where we can.
Posted 2 years ago
Great products. Very poor shipping and delivery. Carrier web sit is un-responsive and non informative.
Helpful Report
Posted 2 years ago
Hi Sam, I am sorry to hear that you have had an unsatisfactory experience with our shipping partners. We foresee our partners getting closer to the standards that our customers have seen from us in the past before the USPS ban was implemented. We are working tirelessly with these new companies to augment their tracking capabilities and delivery times. I understand that this kind of experience is frustrating, and I can assure you that we are doing everything in our power to rectify these concerns and provide the best customer experience possible.
Posted 2 years ago
Very disappointed with delivery options. After 30 days order still had not arrive. The customer service was good, prompt and clear with the options to either keep order or cancel. I chose to cancel since it was not possible to determine "when" it would be delivered. The tracking system status was that it was "returned" to sender? Thankfully, the credit was promptly processed. In the meantime, I've found another source for this product and will no longer use Electric Tobacconist.
Helpful Report
Posted 2 years ago
We are very happy that we were able to resolve the situation with your purchase as efficiently as possible for you. And we would like to apologize for the experience that you have underwent with our shipping providers - please know that we are not only working with them to rectify these difficulties as quickly as possible, but are also in the process of onboarding alternatives where possible within a compliant sphere. We appreciate your continued patience in this situation. We want to reiterate that this is not the new norm, and we expect to see steady improvements as we continue to bolster our partners' abilities.
Posted 2 years ago
IT takes a mouth to get my order,the last two orders!
Helpful Report
Posted 2 years ago
In consequence of the PACT Act, we are no longer able to ship with USPS; UPS, FedEx, DHL, and all other major shipping companies have decided to make congruent policies surrounding the prohibition of shipping nicotine products. As such, we are now reliant on two private carriers that make compliant deliveries. The only provider available in your region at this time is X Delivery. We ask that you please check out our Shipping FAQ page for more information: https://www.electrictobacconist.com/shipping-tracking-i287 Since X Delivery doesn't have the same infrastructure as the Postal Service your package may take unusual routes as it is passed through a network of carriers rather than directly to a local distribution center. We have also seen slightly longer transit times as well as occasional delays in tracking updates. We are working with their technical support team to rectify these concerns as quickly as possible. We are working with them to improve communication and notify you of delivery time windows, and we will keep you updated as we make progress. I have reached out to you via email to ensure that all went well with both of your orders and if we can be of any additional assistance at this time.
Posted 2 years ago
You guys at ET are ok. It's your delivery service that is literally garbage. Like the order I have waiting right now. I ordered it on Jan. 31, As I write this right now I'm STILL waiting on it and its Feb. 15. I've ordered quite a couple times from you guys now and every time it's the same thing. Your shipping SUCKS. Your only allowed 25 of the item per month. When it's taking half the month just to get one of the packages in (yes it takes me that long sometimes longer to get one package from you guys). I understand the covid craziness going on but come on I'm going on half the month right now and the shipment I have coming still doesn't have a date of arrival. You tell me if you were in my shoes how would you rate it? Other then the shipping you guys have, everything else is ok good service. Zero problems ordering.
Helpful Report
Posted 2 years ago
Hi Ryan, thank you very much for your continued patience in this situation as well as for your feedback. We are looking to consistently improve our service and we appreciate the information that all of our customers provide in this realm. Unfortunately, in accordance with the PACT Act legislation, we are now using two independent couriers to make compliant deliveries. USPS, UPS, FedEx, DHL, and all other major shipping companies have made policy surrounding the prohibition of shipping nicotine products. We are working with our two partners in augmenting their level of delivery timeframe accuracy as well as their level of available tracking information. In regards to your most recent order with us, I have reached out to you via email to provide a bit more information as to what is taking place in our current climate as well as to provide a date of when your order is eligible for a reshipment or refund.
Posted 2 years ago
The time it takes to receive orders is ridiculous! Over 20 days.
Helpful Report
Posted 2 years ago
I am very sorry that you have yet to receive this purchase. I can assure you that we are working nonstop with our shipping providers in order to rectify these delays as quickly as possible. We appreciate your feedback as well as your continued patience in this situation while we adapt to the regulations put in place by the PACT Act legislation. To provide further information regarding why there are potential delays seen on packages, as well as the best next steps for your purchase, I have reached out to you via email. Please feel free to contact us at any time on that medium and we would be more than happy to assist where we can.
Posted 2 years ago
Cannot say much positive right now. Placed an order almost 6 weeks ago and it was never delivered as of today 2/13. Contacted customer support and they advised me they are reshipping. Still waiting. Jeff
Helpful Report
Posted 2 years ago
Hi Jeff, I am very sorry that you have yet to receive this, though I am happy to hear that our team has reshipped your purchase. Looking at the reshipment, it seems as though the tracking for this parcel was updated today, which leads us to believe that this is actively in transit to your location. We appreciate your continued patience in this situation and we look forward to your secondary shipment arriving very soon. Please always feel free to reach out to us via email or by using our HelpDesk if you run into any difficulties with your reshipment or the contents therein!
Posted 2 years ago
I had to find a new company to order my product from as it has been almost a month since I ordered and still no product. I paid for a delivery and still no delivery. I do realize that things are a bit slower these days but this is pushing the boundaries. I have hopefully found a new place to order and hopefully they will be more prompt.
Helpful Report
Posted 2 years ago
Hi, I would like to apologize for the quality of service displayed on your most recent purchase with us. We can confirm that we do not foresee these delays being present for very much longer. We have already seen a significant increase in the number of orders delivered within 10 days of placing the purchase. It looks as though we offered to reship or refund your order on the 12th as it was deemed lost in transit by our shipping standards. Please note that it is not uncommon for the original package to arrive even after we have reshipped or refunded the purchase. However, in an attempt to get situations resolved as quickly as possible for our customers, we offer to preemptively reship or refund purchases in accordance with our Shipping Guarantee. I have followed up on our previous email interaction in hopes of rectifying this as quickly as possible for you.
Posted 2 years ago
Delivery times are ridiculous for NJOY daily products. Its been 3 months and still waiting for Electric Tobacconist to sort out their delivery processes!
Helpful Report
Posted 2 years ago
Hi Hussain, Unfortunately, as a direct result of the PACT Act legislation, USPS implemented a ban on all vaping products in October of last year. This has presented us with limited shipping options as all other major shipping companies decided to enact similar bans. The new providers that we have partnered with are new to shipping vaping products and are unfortunately facing a much larger bandwidth than they were before these regulations were set in place. We understand that these transit times have exceeded what you have seen from us in the past and we sincerely apologize for the inconvenience that this has caused you. We are constantly working to improve delivery speeds and communication, though this can be a relatively slow process. We appreciate your continued support during this challenging time. It may be helpful to keep these longer transit times in mind when placing your next order with us and as always, please feel free to let us know if we can be of any assistance.
Posted 2 years ago
Love the vape pen , but deliver took 1 month!
Helpful Report
Posted 2 years ago
We are very sorry for the delayed experience that you have encountered with our shipping partners and we do greatly appreciate your continued patience and understanding in this situation. We constantly pursue an improved service from our carriers, so feedback like this is incredibly valued. That all being said, I am very happy that you have received your purchase. I have followed up with you via email to further explain the current shipping predicament as well as for the purpose of you having a direct contact line in the event that you experience any future difficulties. Thank you very much for shopping with us and I hope that you have a wonderful day.
Posted 2 years ago
I'm sure the company itself is fine, and I understand there are laws in place that make the delivery of vaping products difficult, which is largely out of the control of Electic Tobacconist USA. So, be sure to order early and be prepared for a LONG WAIT. I ordered a month ago and my shipment has been delayed SIX times so far, including arriving in my city and being diverted out again three times. At this point, if my order is ever actually delivered to me, I will be astonished.
Helpful Report
Posted 2 years ago
Hi Angela, I am very sorry to hear that you have yet to receive your package. Unfortunately, in addition to the new regulations that have been implemented, our shipping partners are currently experiencing longer transit times due to increased shipping volumes. We do sincerely apologize for the inconvenience that this has caused you. Please note that we are tirelessly working towards resolving these issues so that we can get your package to you as soon as possible. It looks as though we have a current email thread with you; however, I have followed up on our conversation - if you could please check this at your earliest convenience, I would be happy to assist you further.
Posted 2 years ago
I placed two large / expensive orders for Njoy Daily Menthol -- one in December and one in January -- it is now February 10th and I HAVE NOT RECEIVED EITHER ORDER. The shipping is TERRIBLE. When checking on the shipping portal all it has said the entire time is "no delivery date available'. Packages do not show moving from the first stop. JUST AWFUL shippiing service -- I have contacted Electric Tobacconist -- they've done nothing to help me.
Helpful Report
Posted 2 years ago
Hi Karen, I am very sorry that you have not received either of your two most recent orders with us and I would be more than happy to provide clarity on this situation. Looking at the interactions held between yourself and our team, it seems as though your most recent inquiry with us was responded to within 30 minutes of its creation. We offered to reship or refund your order from January 4th on the first of this month, if it had not been received by then. And followed up with the same offer for the order from the 17th, if that one had also been lost. Since we have not heard from you since then, there has been no further action taken on either purchase. However, I have reached out to you via email to resolve this situation as quickly as possible in congruence with our Shipping Guarantee extending to all customers.
Posted 2 years ago
Shipping is garbage. I appreciate that the transition from USPS has been/will be difficult, especially with the ongoing pandemic. But, the company clearly recognizes the faults with X delivery - having FAQs dedicated to them - but continues to rely on them. My shipment went the wrong way, sat for a week, was said to be being expedited, went the right way, and has sat for another week. Wholly unacceptable, and for the company to continue to rely on this company for logistics is moronic.
Helpful Report
Posted 2 years ago
As you know, in consequence of the PACT Act, we are no longer able to ship with USPS; UPS, FedEx, DHL, and all other major shipping companies have decided to make congruent policies surrounding the prohibition of shipping nicotine products. As such, we are now reliant on two private carriers that make compliant deliveries. The only provider available in your region at this time is X Delivery which is why we are consistently relying upon them to transport your purchases. I apologize that they have not provided a satisfactory experience, and I can assure you that we are looking to not only improve their service, but also to expand our partnerships as well. I have reached out to you via email to follow up on this situation and to reach a resolution as quickly as possible.
Posted 2 years ago
The prices and stock are fantastic. Shipping was generally great and fast until they switched shipping companies. I understand it was necessary because of lame laws, but this new shipping service leaves a lot to be desired. On my end tracking info does not work on their site at all. So, I have no idea where my most recent orders are (they have not arrived yet). I guess I'm just hoping everything works out and I get everything I ordered at some point.
Helpful Report
Posted 2 years ago
Ryan, we are thankful for your knowledge of the current state of the industry and how this affects potential shipping times along with the struggles of tracking information. Looking into your account with us, I see that all of the orders placed with us have available tracking information for you to view at your leisure. I have made contact with you via email to relay these links to you so that you are able to keep an eye on your purchases. I have also detailed the options present in the event that you do not have these in your possession in a timely manner.
Posted 2 years ago
Electric Tobacconist USA is rated 4.8 based on 35,017 reviews