We're here to help!
Monday - Friday 9am-5pm EST
Edit/cancel an order
If you need to edit, cancel, add a product or change your shipping address, please reach out to us before our shipment cut-off times: 9:00am and 2:00pm EST. You can submit a form below that will be sent directly to us or call, email, and chat!
Tracking an Order
Premium offers same-day shipping on orders placed before 2:00pm EST Monday-Friday. If you order after this time, it will ship the following business day.
If you are a first time customer, we will have to verify your age per FDA regulations before shipping your order. If our system cannot positively identify your age, we will reach out to you with further instructions.
You'll receive an email with your tracking number when orders are printed at 9:00am or 2:00pm EST Monday-Friday. The orders will be scanned by the carrier at 4:00pm EST and then you can begin tracking your package. If you cannot find your tracking number, please contact us and we can provide it for you.
Q: My package shows delivered but I have not received it. What do I do?
If your tracking number shows that your package was delivered but you did not receive it, please contact your local post office immediately. You may need to file a claim and will be given a case number. Once you receive a case number, contact our customer service department.
Q: My package arrived Damaged.
If your package was delivered damaged, please contact your local post office immediately and report the problem. Please have your tracking number available. After you’ve contacted your local post office, contact our customer service department either by phone or email. If anything is missing from your package, please have a list of the missing items handy.
My battery keeps blinking:
This indicates that the battery needs to be charged. Simply screw the battery into the usb charger until the usb light turns green.
My cartridge isn't producing vapor:
Your cartridge may not be making proper connection with the battery. To fix this, you’ll need a safety pin or sewing needle. Remove the cartridge from the battery. Looking at the threading of the battery, you’ll notice a platform within the center. Take your safety pin and gently wiggle the platform up a bit. Connect your cartridge and try taking another puff.
My EGO battery is not working:
Your EGO battery may be turned “off”. To turn your battery on, simply press the firing button 3-5 times quickly. Your battery will start blinking once it’s turned on.
First Time Order process
Step 1. Create an account and complete your order or check out as a guest.
Step 2. Once your order is submitted, we will verify your date of birth using a program called Veratad. This is a one-time process so once your date of birth is verified, you will not have to go through this process with any future orders with us. (If we have any trouble or additional information is needed, we will reach out to you via phone and/or email.)
Step 3. Orders are processed for shipment Monday – Friday at 2pm EST. If you place your order after 2pm EST, you order will ship the following business day. (We are closed Saturday and Sunday)
Step 4. You will receive an email with your tracking number once your order has shipped.
To view our shipping policy, click here.
To view our warranty and returns process, click here.
What is the age verification process and why is it needed?
As of August 8, 2016, the Food and Drug Administration (FDA) requires all online venders to use a third party program to verify every customer is over the age of 21. This ruling is designed to protect children from unauthorized online access to age restricted products.
How does it work?
Premium uses a program called Veratad as our age verification solution. Their verification solutions are designed to verify an individual’s identity and/or age while protecting sensitive personal data and promoting a high level of consumer privacy. Veratad only requires name, address and date of birth to verify. They use this data against DMV records, which is why it is so important to give us the information you have listed with them. If we are unable to verify for whatever reason, we may ask for the last 4 of your SSN as a second step verification requirement. If your age still cannot be positively verified, we will require you to email in a photo of your driver’s license or valid ID.
Do I have to verify my date of birth on every order?
No! Once we’ve been able to successfully verify your date of birth, you will not be required to go through this process again on any future orders.
What is an electronic cigarette?
An electronic cigarette is a battery-operated device that administers doses of nicotine in the form of a vaporized solution; a smoker’s alternative to traditional cigarettes to satisfy nicotine cravings.
Who is a suitable user of electronic cigarettes?
- People who have been smoking for long periods of time and suffering uncomfortable feelings associated with smoking traditional cigarettes.
- People looking for an alternative to smoking traditional cigarettes.
- People seeking the sensation of smoking without tar, ash, smoke, and harmful additives in tobacco
Who should NOT be using electronic cigarettes?
- If you are under the age of 21
- Anyone with health problems
- Pregnant or breastfeeding women
- People sensitive to nicotine or any other ingredients, such as propylene glycol and/or vegetable glycerin, which is an FDA approved chemical that simply helps produce the vapor.