- Do you price match?
- Is shipping discreet?
- Do I have to sign for the package?
- Where does HIGH5 ship from?
- Where do you ship to?
- How do I track my package?
- What payment methods do you accept?
- Do you accept pre-paid cards or gift cards?
- How do you handle returns and exchanges?
- What if an item arrives broken?
- What if an item is missing from my package?
- How do I cancel my order?
- The product I want is sold out?
- How do I use a discount code?
- When will my order ship and how long does it take to arrive?
- Tracking says my package was delivered but I can’t find it?
- What if I entered the incorrect/incomplete shipping information?
- How do I create an account?
- How do I edit my account information?
- What if I forgot my account password?
- Do I have to pay sales tax?
- I need a copy of my receipt/invoice.
- When will my refund appear on my account?
- When will my credit card be charged?
- Can I order over the phone?
- My card keeps getting declined?
- I have another question not listed here?
Do you price match?
As long as the item isn't on sale or clearance then yes not only will we match the price but also beat it.
Is shipping discreet?
All packages are shipped in a plain unmarked brown box or standard USPS Priority boxes with no graphics, logos or any other indicators that may reveal the contents of the package. The shipping label will include your name, address and a return address that reads:
NEX ELECTRONIX LLC
227 BELLEVUE WAY NE #867
BELLEVUE, WA 98004
Please note "HIGH FIVE VAPE" will appear on your credit card statement. Unfortunately we cannot change this due to requirements by our credit card merchant, we apologize for any inconveniences this might cause.
Do I have to sign for the package?
We may choose to have a signature requirement added to any order at our discretion in order to prevent credit card fraud charges, underage orders and other security reasons. If you are underage, you are not allowed to order from HIGH5. Any credit card fraud or underage orders are pursued and reported to the authorities.
Where does HIGH5 ship from?
All orders are shipped directly from our warehouse in Redmond, Washington. We ship via USPS or FedEx depending on the item/weight/size/shipping method. Once your order is shipped out you’ll receive an automated email with tracking information or you can also track your package using the link below.
Where do you ship to?
We ship within the United States and internationally as well including Canada. Please note that when shipping internationally we have no control over the custom fees/duties, in most cases our customers aren’t required to pay them but it may occur.
How do I track my package?
Once your order has been processed and shipped you'll receive an automated email with tracking information. Usually you'll receive tracking either the same day or the next business day. If you realize that you entered the wrong shipping information or notice anything odd about your tracking, feel free to call 425-502-6806 or email firstname.lastname@example.org. You can also track your order using the link below:
What payment methods do you accept?
We accept any major credit card including Visa, AMEX, Discover and MasterCard. We also accept other payments such as a check, direct deposit and wire transfer.
Do you accept pre-paid cards or gift cards?
Yes as long as the prepaid/gift card has a billing address assigned to it. If the card doesn’t have the ability to assign a billing address our system won’t be able to accept it, this is due to prevent credit card fraud.
How do you handle returns and exchanges?
We offer a 7 day money back guarantee starting from the day you receive the order. Please note that there is a 12% restocking fee if you're returning items due to personal preference and not a mistake made by HIGH FIVE (wrong, broken, defective items, etc...). We also accept returns if you want to exchange item(s) for the same item(s) but in a different variation for example if you chose the wrong joint size, gender, color, etc… you can send it back and exchange it for a different one. All returns or exchanges will need to be sent back to us using your own postage/label. There is also a shipping fee(fee amount depends on the product) that will need to be paid in order to send out the product you want to exchange. In addition, original shipping costs are non refundable since we already paid to send the package to you the first time. We only accept returns or exchanges for product(s) that are unused. We do not accept returns or exchanges for used products under any circumstances. All returns and exchanges must have a valid RMA number to be processed, please do not send back products without first filling out the form below or it will be very confusing for everyone. You can start a return or exchange using the link below:
What if an item arrives broken?
We inspect and double check every package that we send out to ensure the contents arrive in the same condition as they left. Unfortunately once the package has been given to USPS/FEDEX, we cannot control what happens to the contents but in the unlikely event that item(s) do arrive damage, broken or defective, HIGH5 will replace the item(s) free of charge. Simply contact us within 48 hours of delivery, provide your order number and clear photos of the damaged item(s) and we’ll take care of the rest. Please do not throw anything away, depending on the item(s) we might need you to return the package with a pre-paid shipping label provided by us. You can file a claim by using the link below. Please note we do not accept returns on broken/defective items that are used, there are no exceptions. If the product arrives broken or defective please do not use it!
- Please click the link below to start the process, we will ask that provide your order number, clear photos of the damaged item(s) as well as the packaging.
- If we request items be sent back we will generate a pre-paid shipping for you to send back the items at no additional cost.
- We will replace the broken item(s) at no additional cost.
What if an item is missing from my package?
If you notice that an item is missing from your package simply call 425-502-6806 or email email@example.com or you can contact us through the link below. We’ll be sure to include something extra with the missing item for messing up. When you contact us please provide your order#, a photo of your packing list, we’ll go through our packing photos and recorded packing videos to catch the mistake and send out the missing items to you. Sometimes we may forget something but we’ll never forget how to make it up to you.
How do I cancel my order?
As long as the order hasn’t been shipped we can cancel it, simply call 425-502-6806, email firstname.lastname@example.org or contact us using the link below. Please note there is 3% charge for the refund, this is the credit card processing fee which is what we get charged from the credit card companies, we don't like doing it either but it's just how things work with the credit card merchants.
If the order has already been shipped out you can send it back to us for a refund, please note that there is a 12% restocking fee. Please note that for returns or exchanges you will have to send back the package with your own label/postage and the original shipping charge you paid for the order is non refundable. If you're returning to exchange the product for a product of equal value or the same product but in a different variation(ex. different color, joint size, etc...) there is a small exchange shipping fee(depending on the product) to send out the exchange item.
The product I want is sold out?
What happens when you quality products at great prices? Items get sold out! If you want to buy something that’s currently sold out simply click the button on the product page that says “Notify me when restocked” and as soon as it’s back in you’ll be notified. Depending on the product it could take a few days or few weeks but we always do our best to have everything in stock and ready to ship.
How do I use a discount code?
When checking out there will be an area that says “Apply Code” simply enter the code and click the button. Try to remember to use your code during the checkout because we cannot apply it to the order after it’s been placed.
When will my order ship and how long does it take to arrive?
Please keep in mind that the estimated shipping time does not include the time it takes to process and package the order which could take a few business days. All orders placed during non-business hours, this includes weekends (Saturday & Sunday), evenings and national holidays, will be processed once regular business hours have resumed. Shipping options are only estimates for determining delivery time, they are not guaranteed. We have absolutely no control over the package once we give it to USPS or FedEx and unfortunately we cannot control any delays that may occur. Sometimes either by weather, holidays or a mistake by a USPS/FedEx employee packages do get delayed, which is why cannot guarantee arrival dates or times. We do not refund or credit shipping charges for any shipments including express shipments. If you realize that you entered the wrong shipping information or notice anything odd with your tracking, feel free to call 425-502-6806 or email email@example.com.
Tracking says my package was delivered but I can’t find it?
Please check with the person who delivers your mail, your neighbors and around your house. More often than not the tracking is either incorrect, the package was delivered to the wrong place or was put somewhere hidden (garage, side door, etc…). If you’ve checked all these places then please file a claim with your local post office and contact us either by calling 425-502-6806 or email firstname.lastname@example.org or through the link below.
What if I entered the incorrect/incomplete shipping information?
If the shipping information entered for the order is incorrect this can cause delays or cause the package to be undeliverable and returned to us. After placing the order, you’ll receive an order confirmation email which will include the shipping information you entered so please double check the information entered is correct. If you realize that the information you entered was incorrect/incomplete please contact us immediately and we might be able to correct the address before it’s sent out. We can’t guarantee we’ll be able to change the address but we’ll do our best. Please be aware that in the event your package is returned due to incorrect/incomplete shipping information we will require that shipping be paid again in order to resend the package. The most common mistake for incorrect/incomplete shipping information is a missing unit/room/apt# so if you live in an apartment complex or building please include it!
How do I create an account?
You can create an account by simply clicking the “Create an Account” at the top right corner of the page.
How do I edit my account information?
Simply click “My Account” and login. Here you can edit your shipping address, email, password, wish lists, and more.
What if I forgot my account password?
Simply click “Forgot Password” on the login page. You’ll be sent an email to reset your password.
Do I have to pay sales tax?
Only for orders shipped within Washington State and only because we are required to by the state.
I need a copy of my order receipt/invoice.
Once the order is placed you'll be emailed an order confirmation/receipt but if you can’t find it simply go to “My Account.” log in and Click “Order Status”. All your orders past and present will be listed.
When will my refund appear on my account?
Usually it takes about 2-4 business days for the refund to reach your account.
When will my credit card be charged?
Your card is charged as soon as the order is placed. Please note if your card is declined due to an incorrect card number, expiration, name or billing address and then processed succesfully after you edited it with the correct information your card may show multiple charges but only one charge will be processed.
Can I order over the phone?
Definitely! You can call us at 425-502-6806 to place an order. We find this easier to place an order especially if you’re not sure what/how to buy or if you just don't feel comfortable entering personal information on the internet.
My card keeps getting declined?
Your card may be declined for the reasons below. If you are 100% sure that the information is correct and your card is still being declined please call 425-502-6806 or email email@example.com
- Insufficient funds
- Name or billing address does not match exactly as card
- Credit card number, security code or expiration is incorrect
I have another question not listed here?
If we didn’t answer your question above simply call 425-502-6806 or email firstname.lastname@example.org!