Q: How do I adjust /cancel / change my current subscription?
A: Totally easy! If you're not logged into your account, that option is on the top left of the website. If you are, you'll see "Logged in as" and your name. Click your name (or log in) to get to your account page, where your order history and shipping address is. On the left side, under your name, you'll see "manage subscriptions" - click that, and you'll be able to swap flavors, add flavors, adjust shipping intervals, edit or cancel.
Q: Do you wholesale your products?
A: Yes we do! If you'd like us to be carried at a shop near you, please let us know and we'll reach out to them! Or, if you're a vape shop who's interested in carrying our products please use this form. First - just make an account on our wholesale site, then submit this application, and we'll be in contact immediately have you up and running ASAP!
Q: Do offer telephone support? Can I call you? I didn't see a phone number.
A: Not at this time. Phone support would be nearly impossible for us, as a company of less than ten people, to be able to keep up. That said, we offer WORLD CLASS customer service. You will be very impressed: We're fast at responding, we have an organized ticket system, and we always try our best to make the situation or issue right. It's truly one of the best reasons to shop at Velvet Cloud, and it's a reason our loyal customers LOVE us. Reach us HERE for to contact support, we'll handle whatever it is.____________________
Q: Does your liquid have diacetyl or coloring in it?
A: We go through great lengths and research to ensure there is no diacetyl in our products and we do not add any coloring into our liquids (no green or blue Velvet Cloud flavors coming anytime soon). However, the colors of the liquid will change the longer it's steeping due to oxidation.
Q: What makes Velvet Cloud so great aside from the taste?
A: We are strongly committed to making conscious, high end e-liquid at a reasonable price, with lightning fast shipping and stellar customer service. Our E-Liquids do not contain any sugar, artificial sweeteners, food colorings, GMOs, preservatives, dairy products, gluten products, or for that matter any animal byproducts. As often as is possible, we use organic and natural ingredients (except in the very rare instances where the flavor note would have to be derived from an animal, i.e. honey, cream, etc.).
Q: Oh, so are your vapor blends vegan friendly?
A: They are indeed vegan friendly. But not only that: all the ingredients are also cruelty-free and are never tested on animals. Furthermore, a portion of our proceeds go to various charities, including wild life and animal rescue groups. If you want more information on this, want to suggest a charity, or are a certified non-profit charity / rescue group looking for a modest but reliable donation source - just reach out to Aria at Aria@velvetcloud.com anytime. We're always looking to spread the reach of our contributions and support great causes that our customers would appreciate.
Q: Do you recommend steeping your e-liquids?
A: We recommend that all e-liquid steep to experience the full flavor profile. The recommended steeping times vary; 5-7 days for dessert and fruit blends and 7-9 days for the tobacco flavors. We've experienced customers who were unhappy with their initial Velvet Cloud experience who revisited the liquid after steeping and their minds were blown! Velvet Cloud's flavors are slightly lighter than other brands that offer 50/50, 70/30, etc, ratios however, steeping really brings out the complexity and effort we put into each and every one of our flavors. You'll be delighted with the results!
Q: I just placed an order with you, about how long until the item ships? Will I receive an e-mail?
A: We ship all of our products out of San Francisco, CA on regular business days Monday - Friday. Sometimes we come in over the weekends to accommodate the demand for our products! Orders that are fulfilled on Saturday or Sunday will not actually be shipped out until the following Monday due to the post office being closed on the weekends.
Orders usually take about 24-72 hours to fulfill. It could take a little bit longer when we're running a sale, or if there's a holiday and the post office is closed.
You will receive an order confirmation email when you place your order, and also a shipping confirmation email with your tracking number when your order ships. Please allow 24-72 hours for your tracking information to be updated.
Q: I received a shipping confirmation email, but there haven't been any tracking updates. Are you sure you shipped my order?
A: Sometimes the USPS "forgets" to scan packages and it appears as though we haven't shipped it! We've experienced a lot of instances where the tracking info for orders were not updated until they were actually out for delivery that day. Unfortunately, once we ship your order out we're in the mercy and speed of the USPS. It is a little higher of a cost, but you can always use UPS shipping as well. Please contact firstname.lastname@example.org if you're still having issues and we'll do our best to correct the issue!
Q: Do you recommend a particular tank or atomizer that would be ideal for your e-liquid?
A: We've had a lot of great success using sub ohm tanks, rebuildable tank atomizers (RTAs) and rebuildable dripping atomizers (RDAs) in general. When it comes to the actual tank, RTA or RDA itself, it's all really subjective and what you prefer!
Because of Velvet Cloud's ultra high VG content, using clearomizers is not ideal as the liquid may be too thick for that type of atomizer to wick properly.
Q: What about my privacy? Is my information about me safe with you?
A: ABSOLUTELY. Very simply put, we pledge to never sell or share your information. Not with third parties, not even our own partners. No one. Ever. Period. Your data / information is 100% safe with us. We use the highest possible encryption not just on our site, but through the entire checkout process.
Q: I want to add a few things to my order that hasn't shipped yet, can you just charge my card again for it?
A: Unfortunately, we cannot. We use a secure transaction server and never keep your card information on file, so there is no way for us to do this. However, if you do have two or more outstanding orders at once, you can always contact us and we will gladly work something out to accommodate you.
Q: I am customer in France or Canada, where can I find your products?
A: Our French customers can purchase our products via MoonVape
Wholesale inquiries can contact our great friends Julien and Mathieu (email@example.com) They're great guys!
Our Canadian customers can purchase our products via NYX Ecigs
If you're a vapor shop in Canada and interested in introducing Velvet Cloud to your location, please contact Valor Distributions!
Kevin N - firstname.lastname@example.org 1-844-288-2567 Ext 101 or Mike@nyxecigs.com
Q: Does Velvet Cloud have a social media? Why should I follow you?
A: We mainly use Facebook and Instagram. Stay up to date with our Facebook and Instagram exclusive sales, giveaways, contests and more!
Q: My question isn't on this list
A: Please e-mail us your question and we'll get back to you ASAP!