FAQ-Contact Us

We can change the item and cancel your order before shipping out. Please send an email to service@sourcemore.com. Note that once the package has begun processing, and a tracking number has been generated, the order will NO LONGER be able to be changed or canceled.

If you believe an item is wrong/missing, please contact us immediately. Kindly send us a complete image of the order invoice and the items you received. Upon reviewing your email, we will handle the case within 24 hours on business days.

"Pre Order" means the item is currently not in stock and will be shipped after it arrives, please contact our CS to check the ETA.

Unfortunately, once an order is placed, it cannot be linked to an existing account. However, we can apply the earned points from this order to your customer account. Please feel free to contact us via email at service@sourcemore.com with the order number and your Sourcemore account info, and we’ll be happy to issue the reward points to you.

We are only able to change the shipping address before the order has begun processing with our shipping department. Once a shipping label has been created, the order is no longer able to make any change. If necessary you may contact the local post office to arrange mail-forwarding, or to arrange pick-up at your local post office.

Try to get your password back by clicking "Forgot Your Password". After you hand in the reset request, you’ll receive an email immediately to help you set a new password. If you don’t see the reset email in your inbox, please check your spam/junk email. We suggest you clear your cache storage before logging in with your new password. If you still need help, please feel free to contact us at service@sourcemore.com.

For pre-order items, please feel free to contact our CS team to check the shipping time.
For in stock items, the order will be shipped out within 24-48 hours, excluding weekends and holidays.
NOTE: During the busy holiday seasons or after holiday promotions, the shipment processing can take up to 72 business hours.

If you pay 1 shipping cost, the order will be shipped out when all items arrive.
If you pay 2 shipping costs, the items will be shipped separately according to the warehouse.

Order confirmation emails are sent within 12-hours after order created. Please make sure to enter a correct/valid email address at checkout. Kindly check your spam/junk folder if it does not appear in your inbox. If it still can't be found, feel free to contact us, and we will provide you with your order number and status.

Shipping labels and tracking numbers are created before shipment, and a shipping confirmation email will be sent at this stage. Please note that this does not mean the order has been shipped yet. The order will then be forwarded to our logistics agency for dispatch. If any item in your order is unavailable, our CS team will contact you via email to resolve the issue. Your tracking information will be updated once the package is received and scanned by the courier.

Yes, we currently ship all orders in discreet packaging with no logos or anything related with affiliation.

Please contact the local post office to check the returned reason and contact us at service@sourcemore.com. to check if it can be redelivered to the correct address. Please note we are not responsible for the return which is caused by customer’s own reasons such as : Incorrect/ Insufficient address, Unclaimed，Absent, Refused. Please note that customers need to pay for any extra fee charged by the shipping company in this return and reshipment.

We offer a 90-day limited warranty for all manufacturer-defective items. The warranty period begins once the package is marked as delivered according to the order's tracking history. Please contact us as soon as possible if you believe the item(s) you purchased from our website are defective. After the warranty period, the item(s) will no longer be eligible for a refund or replacement.

If you find a defect in the product you purchased from our website, please notify us within the 90-day limited warranty period, and we will assist you with the replacement or return process. Before contacting us, please ensure that you include the following details in your email for a quicker resolution:

Order number
Images/Video of the defective items, clearly showing the issue at hand
A detailed description of the issue you are facing with the product.
Image of the S/N(series number) on the product

Please send the above information to service@sourcemore.com.

Please note that minor scratches, cosmetic issues, and discoloration are considered normal wear and tear, and are not covered by our warranty.

According to the new vaping law in China, we are NOT allowed to import e-cig. So we don't support returns or exchanges for the orders that have been shipped from China in any case. If you receive defective items, wrong items, or even don't receive items, please contact our CS team at service@sourcemore.com. We will reply to you ASAP and provide you with a proper solution.

We are sorry that our Paypal account is restricted. Please complete the payment via your credit/debit card.

If a pending charge is posted to your account, it means that the transaction was declined for some reason. A "Gateway Error" indicates that the card used for purchase was declined due to an incorrect billing information entered at checkout.

Please ensure that your billing information accurately matches the information attached to the card (including the name on the card). You may also verify the billing information on file with your banking institution.

A pending charge on your account is not an actual charge. Since the card was declined, we were unable to receive any payments from you. You may contact your banking institution to inquire about the declined transaction as the pending charge is the result of the card issuer holding the funds from your account.

Please check if the item is on the sales page, as the sale page items are excluded. If you still need help, please feel free to contact us at service@sourcemore.com.

Unfortunately, coupon codes cannot be applied after placing an order. Alternatively, we can credit the discount amount as points to your customer account within 24 hours. To avoid further issues, please make sure to input your coupon code prior to ordering.

In a rare case that an item you purchased is found to be unavailable during the processing of shipment, our customer service team will contact you immediately to inquire about a possible substitution. We reserve the right to issue a refund for an out of stock items or the entire order if it makes great effects to you.

For popular items, it can be restocked within 2 weeks. Please note that we cannot guarantee all the popular items will be restocked.
For pre-order items, please send the SKU to our CS to check the ETA.

It depends on the devices itself. Most box mods from manufacturers do not include batteries. You can check the product description on the listing page before placing your order.

We located in Shenzhen, China.

We are sorry that phone support is currently unavailable. You can contact us on live-chat or via email, and we will respond to you within 24 to 48 hours, excluding weekends and holidays.