Electric Tobacconist® USAReviews of electrictobacconist.com

Response from Electric Tobacconist® USAJan 13, 2023

Hi Pam, We are very sorry to hear that your order took longer than usual to get to you. We can confirm that we are in constant communication with our carrier regarding all purchases that go through our website. Since your order is being brought to you using an independent shipper, these smaller private carriers do not have the same infrastructure that the major national carriers do. This sometimes leads to longer delivery times and less frequent updates to the tracking. We currently estimate 10-16 business days for delivery. That being said, we have seen some instances where shipping will exceed this and do not guarantee delivery within our estimated timeframe. We apologize for any difficulties that were presented by the delays seen on your purchase and we can confirm that we are working with our carrier to improve their quality of service. -Britt, Customer Care

Response from Electric Tobacconist® USAJan 13, 2023

Hi Jennifer, We are very sorry to hear about this less than satisfactory experience and will continue to improve our level of service using feedback such as this. Because 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 similar decisions surrounding the ban 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 Standard Regional Carrier. Since they don'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. Please note, your tracking information will not provide consistent updates until it reaches the final mile carrier (for local delivery). This occasionally takes up to a week. -Britt, Customer Care

Response from Electric Tobacconist® USANov 10, 2022

Hi Caryl, we can confirm that your order left our warehouse on October 5th and reached the final mile carrier (for local delivery) on October 11th. Looking at the interaction you have had with our team, we did offer to reship or refund this package for you; however, without your agreement to either pay for the original purchase, if it arrives, or return it to us, we have been unable to move forward with any action regarding your order. We are working adamantly with our carrier to rectify these delays as quickly as possible and we appreciate your patience throughout such difficulties. -Britt, Customer Care

Response from Electric Tobacconist® USANov 10, 2022

Hi Dale, we appreciate your taking the time to reach out and would be more than happy to provide assistance where possible. Looking at your tracking information, it seems as though your package is currently out for delivery. If you find any difficulties obtaining your purchase, please do not hesitate to reach out to our team via the HelpDesk on our website. Unfortunately, we do not run a phone support or advice line. We need to be able to log all issues via email so we can keep complete records of everything. We are sorry for any inconvenience, however, this does tie in with our compliance and insurance standards. -Britt, Customer Care