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Terms & Conditions
COVID-19 DELAY INFORMATION:
STIG is committed to the health and well-being of our team members, partners, and loyal customers during these unprecedented times, as everyone faces new challenges and adapts to the situation we are facing as a society.
We are closely following the official recommendations and regulations to ensure we are prioritizing the well-being of both our staff and customers, as this is of utmost importance to us. Where possible, we are working from home, while our warehouse team is following strict safety protocols that are implemented to protect their well-being. These precautions may result in a slightly longer dispatch time than we usually deliver, but we will do our utmost to ensure that all orders are shipped as soon as possible.
Shipping carriers are incurring additional delays which further impacts order delivery dates. We recommend monitoring your local postal service for up-to-date information on deliveries in your local area, as these vary from region to region. Please feel free to reach out to us anytime if there are any concerns about any order in transit.
Because the situation is complex and constantly developing, delivery times may also change, and we will endeavor to do our best to keep the information on our site up to date.
We all here at STIG thank you for your continued support and understanding during this time.
NOT FOR SALE TO ANYONE UNDER 21| CALIFORNIA PROPOSITION 65 – Warning: Products on STIGPODS.COM contain nicotine, a chemical known to the state of California to cause birth defects or other reproductive harm. Products are not smoking cessation products and have not been evaluated by the Food and Drug Administration, nor are they intended to treat, prevent or cure any disease or condition. Please, consult a health care professional for any questions or advice relating to the purchase or usage of the e-liquids sold by STIG, prior to purchase. If you experience any adverse symptoms, please, seek immediate medical attention by calling your local emergency number or 911. The United States Poison Control Center is available 24 hours a day, 7 days a week at: 1(800)-222-1222. If you spill nicotine juice on your skin, the National Institute of Health recommends that you wash the affected area immediately with soap and lots of water for at least 15 minutes.
PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE. This website is operated by STIG, INC. Throughout the site, the terms “we”, “us” and “our” refer to STIG. All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable laws. By visiting the STIG website or purchasing products from us, you are engaging in our “service” and agree to be bound by the following terms and conditions. If you do not agree to these terms and conditions, please, do not use this site. In addition, any reliance you place on any information found on the STIG website is strictly at your own risk. STIG, its employees and its representatives release themselves from liability for all transactions, information and statements found on the site. Any or all comments left by users on STIG do not reflect opinions held by the owners, employees and representatives of STIG and such comments do not testify to the accuracy of claims made. By purchasing or using any products from STIG, or using any information provided by STIG employees, you acknowledge that you have read and agree to these warnings and responsibilities and accept all liabilities. In no way can STIG or its members, managers, agents, affiliates, or its employees be held responsible or liable for any adversity, loss, or damage caused by the purchase, or use, of e-liquids or any vape products from STIG. Purchases made on the STIG website are at the risk of the buyer. STIG will not be held liable for injuries, death, damage, or defect that may result from improper handling or storage of purchased products.
General Warranty Disclaimer
Customer Satisfaction is of utmost importance at STIG. For sanitary reasons, and the overall safety of our Customers, all consumables like e-Liquids, e-Juices, drip tips, standard batteries, cartridges, coils, clearomizers, wicks, wire, cotton, used tanks and used atomizers are NOT eligible for returns, refunds or exchanges.
Our warranty does not apply to any device that has been subject to:
Damage caused by user error relative to an accident, abuse, misuse or other external causes.
Unauthorized modifications and repairs or improper use of a device that has been operated contrary to current industry standard instructions relating to operation or maintenance.
Damage caused by exposure to moisture, extreme heat or adverse environmental conditions.
Damage caused by accessories or attachments not recommended outside of the normal recommended usage.
All DOA, Missing, or Wrong Item claims must be reported to our warranty department via email within 48 hours from the time of delivery. The consumer is responsible for checking all items received and notifying us within the time frame stated with any issues or concerns.
Dead on Arrival or DOA, is defined as an item that is completely non-functional upon receipt or a device that does not function in a manner in which it was designed to be used from the first use of the device. However, to qualify as DOA, you must notify us immediately. Products are not considered DOA, if the device worked at any point for any reason.
Minor cosmetic damage is an example of, but is not limited to, a condition that does not constitute a DOA item.
Minor Cosmetic damage: Minor cosmetic issues, minor scratches, or discolorations are considered normal wear and tear, and will not be covered by our warranty.
Clearance Products: All purchases of clearance products are FINAL and will not be covered under product warranty OR our return policy with absolutely NO exceptions.
Promotional Codes: Promotional codes or Affiliate codes cannot be combined or applied to already reduced pricing or sale items.
Discontinued Products: Products that are discontinued are no longer supported by our warranty replacement policy effective immediately upon time of discontinuance.
14 Day Policy for STIGPODS.COM Purchases:
For warranty related questions on products purchased on STIGPODS.com, a claim must be submitted within 14 days of receiving the shipment to qualify for a refund, store credit or replacement, if available. A 15% restocking fee will be subtracted from ALL refunds and store credits. Claims must be submitted via email to Info@STIGPods.com.
Return of non-defective, opened or used items are not applicable for replacement or refund. Unopened and unused items may receive a refund or store credit minus 15% for restocking fee.
Refunds and store credit does NOT include shipping cost. Additionally, any complimentary items cannot be returned as individual items. Incorrect items received must be returned to STIG unopened and unused in order for the correct item or refund to be provided.
Please follow the instructions carefully:
Provide Info@STIGPods.com a reference photo of the device with a brief description regarding the nature of your return. Once information and request has been reviewed and approved, an email will be generated with further instructions including whether a prepaid return label will be provided or if you are responsible for postage.
Repackage the item(s) including all original parts, packing material, instructions, etc. This indicates that everything, within reason, must be returned exactly as it was sent to you. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. Items MUST NOT have any damage or have been used.
Return the full contents of the original product package. Include a copy of the original Invoice in the package or Return Form provided in Return Approval email.
Once the device has gone through a troubleshoot/review, we will email you regarding our Tech Support findings and how we may further assist you. The troubleshooting/review process of returned items can take 24 business hours to 4 business days depending on the specific issues or concerns provided.
If STIG provides a return label, there is a 10-day return policy that is set in place. The product must be returned within 10 days from when the return label was provided. If the product is not returned within the 10-day period, the return label will then be voided, and the product will be removed from eligibility for our warranty/return policy.
STIG may decide to ship out the replacement product(s) for the damaged, defective or correct product(s) prior to receiving the damaged, defective or incorrect product(s) from the customer. Damaged, defective or incorrect product(s) must be sent back to STIG. Once the customer is made aware of any issues including damaged, defective or incorrect product(s), all items must be sent back within 10 days from the delivery date. Failure to return product(s) in question to STIG will result in a charge incurred by the customer for the full amount of the product(s).
The images used on the website are for reference only and do not reflect the actual representation of the product. We do not provide any guarantee as to the accuracy, completeness or suitability of the images shown of the products for any particular purpose. Actual product packaging and materials may contain more and/or different information than those shown on our website.
While we work to ensure that product information is correct, the assumed or described color, texture, material, weight or flavor profile may differ from the actual product. We recommend that you do not solely rely on the information presented and that you always read labels, warnings, and directions before using or consuming any products available on our site. For additional information about any product, please, contact the manufacturer before purchasing.
STIG reserves the right to change product pricing at any time without notice. STIG also reserves the right to limit quantities on promotion products. While STIG makes every effort to provide the most accurate and up to date information, occasionally items on the website may be priced incorrectly. Where a product is listed with incorrect pricing due to typographical, photographic or technical difficulties, STIG reserves the right to refuse or cancel any orders placed for the product listed at the incorrect price. If an item’s correct price is higher than the stated price, we will cancel your order and send a notification detailing the pricing error and order cancellation. The customer, of course, will have an opportunity to purchase the item at the correct listing price, if they wish to do so.
If you are entitled to receive a refund, it will be issued by STIG when the item to be returned has been received in satisfactory condition. Refunds will be processed within 10 business days after receiving the item(s) and will be applied directly to the method of payment that was used to make the purchase.
STIG is not responsible for refunds to a Prepaid Debit/Credit Card. In the event that the cardholder no longer has possession of the aforementioned card, please contact the card issuing company to assist you in receiving any refunds.
Refunds can take up to 5 business days to process completely after the return has been initiated. International refunds may take longer to process and could take as long as 30 days to receive the refund. Please, contact your bank for refund issues. If your bank necessitates further information, we will be able to provide you with it for them. If you have any questions about our return/refund process, feel free to send us a message via the “Contact Us” page or email us at Info@STIGPods.com.
Risk of Loss
All purchases of physical items from STIG website are made pursuant to a shipment contract. We hold zero liability regarding lost or stolen packages. This indicates that the risk of loss and title for such items transfer to the customer upon our delivery of the package to the carrier. STIG is NOT responsible for lost, damaged or stolen packages. If the customer does not receive a package that is marked as delivered, it is their responsibility to resolve this issue with the appropriate shipping company. Lost, damaged or stolen packages are very frustrating, and we will do our best to help the customer resolve the problem. However, understand this is completely beyond our control and does require the customer to contact the appropriate shipping company or local post office for assistance.
Shipping, International Shipping and Refused Packages
Customers are responsible for all shipping costs associated with their order. We DO NOT refund shipping costs or additional fees in relation to shipping for ANY reason. We hold zero liability regarding lost, damaged or stolen packages and cannot offer any refund for such claims. There may be restrictions or Customs fees based on the particular province or locale. We always recommend contacting the local Customs Agency and inquire regarding any possible restrictions before an order is placed. The additional fees are custom/duty fees from the receiving country. We do not have access or control to the rate amounts charged. The customer may accept the additional fees or refuse the package.
If a package is returned to our facility, we would only be able to provide a refund on the amount paid for the products. If the customer refuses the package(s) for any reason(s), a 15% restocking fee and shipping charge will be incurred upon the customers encumbrance. This includes any package(s) seized by Customs of the receiving country for all international shipments. In addition, we must have physical possession of the returned or refused package prior to processing any refunds.
Adult Signature Required Delivery Service
Why is an Adult Signature required upon delivery?
As we are committed to complying with federal, state, and local regulations, an adult signature (21+) is required upon delivery for purchases shipped to certain states. The following states require an adult signature: California, Texas, Delaware, Virginia, Hawaii, Connecticut, Nevada, Iowa, North Dakota, Oregon, Minnesota, and South Carolina. These states are subject to change.
What if I'm not home to sign for the package?
There are a few things you can do if you are not available to accept delivery of your shipment. You can manage the delivery online using the below tools, or plan to order at a time when you know you or someone 21+ will be home for the delivery.
USPS Informed Delivery is a free and optional notification service that gives residential consumers the ability to manage their packages scheduled to arrive soon.
FedEx Delivery Manager offers most features for free. This optional service allows residential consumers to take more control over deliveries by providing ways to conveniently receive packages.
USPS and FedEx attempt delivery two to three times before returning the package to the sender. If you are not available to accept delivery of your shipment, your courier may leave you a delivery attempt notice. With your delivery attempt notice, you can request a new delivery by using the appropriate FedEx or USPS Delivery tool.
Payment and Failed Transactions
STIG accepts Visa, MasterCard, Discover and American Express. We do not accept cash, check, PayPal, Apple Pay, Venmo or Google Wallet. All payment information must be matched with the correct billing address that is on file with the appropriate credit card provider.
Many things can cause a credit or debit card transaction to fail. Typos and incorrect billing information are common causes. (Particularly, with debit cards, funds are held when a transaction is attempted by the card-issuing bank. In the case of a failed transaction, it may take several days [7 to 10 on average] for those funds to be released back to your account. Please, be sure all information is exactly as it appears on your bank statement to avoid held funds.)
Declined transactions are normally caused by the following reasons: AVS Failure/Mismatch, CC Mismatch, Card Issuer Declined transaction. (In the case of a declined transaction, please, contact your bank in regard to allocating any missing funds. In regard to declined transactions or more specifically, why the transaction was declined, according to our merchant services system, you may contact us via email at: Info@STIGPods.com.)
For reason that STIG takes security very seriously, all orders placed are passed through a secure third party Online Security System. The Online Security System compares information provided by the customer and the cardholder's information on file with the Cardholder to verify information and identity. All information must be matched correctly to pass our Online Security System. There are NO exceptions. All billing information provided MUST match the customer’s credit/debit card provider billing address records for your transaction. Additional information may be required to complete an order, or the order will be immediately cancelled and refunded.
Hours of Operation
Our Customer Service representatives are available Monday through Friday 9:00 AM to 5:30 PM PST.
Our Shipping Department operates Monday to Friday 9:00 AM to 4:30 PM PST.
Processing for non-issue orders are typically 2 to 4 business days. However, during special sale offers and holidays, the processing time may extend to 6 business days.
Our facility is closed on Saturday, Sunday and all major American holidays or any holidays observed. All orders and inquiries placed on Friday after 2:00 PM PST will begin processing the subsequent business day.
What Information We Collect
We may collect the following information:
Name and contact information including, but not limited to email address, date of birth, address, credit card details, and username when you register, and use our services.
Demographic information such as postcode, preferences, and interests.
Relevant information in consideration to customer surveys and/or offers.
How Data Is Collected
Like many other websites or applications, the STIG website collects and stores information as one navigates throughout the site. We simply collect information in regard to the customers visit on the site from the browser on their computer or mobile device including, but not limited to the time and date the customer accesses our services, their geographic location, IP address, cookies and the pages navigated.
To do this we use what is called a cookie. It is a small file that asks permission to be placed on the computer’s hard drive. Once one agrees to this, the file is added, and the cookie analyzes data regarding web page traffic to improve our website in order to boost customer satisfaction. We only use this information for statistical analysis purposes. Subsequently thereafter, the data is removed from the system. Cookies are also used to provide better security on services, to customize the content, track purchases and to keep service operations functioning correctly.
A cookie cannot retrieve any data from the customers hard drive, pass on computer viruses or capture any personal information. Cookies allow web applications to respond to the customer as an individual, but cannot specifically identify the customer unless users voluntarily identify themselves by registration. Most web browsers automatically accept cookies, but one can usually modify the browser setting to decline cookies, if it is preferred. However, when cookies are disabled, some features will be disabled that make the site experience more enjoyable.
What We Do With The Information We Gather
We require this information to understand the customer’s needs and to provide better service, as well as for the following particular reasons:
Track interaction with support and behavior in regard to web traffic.
Assist with the improvement of our products and services.
Distribute notices, special offers and other communications that might be of interest.
Periodically, we may also use customer information to contact them for market research purposes, so we can further customize the website according to their interests.
How Customers Can Control What Personal Information You Share
The customer may choose to restrict the collection or use of their personal information in the following ways:
Whenever asked to fill in a form on the website, look for the box that can be clicked to indicate that you do not want the information to be used by anyone for direct marketing purposes.
If one has previously agreed to STIG using their personal information for direct marketing purposes, one may change their mind at any time. Please, notify STIG Support by emailing us at Info@STIGPods.com.
If the customer shares any information with STIG, they have the option to review and update the information provided at any time through settings in their customer profile.
Customer may choose to receive emails and/or unsubscribe from receiving emails from STIG.
The customer may choose at any time to disable their account.
We will not sell, distribute or lease a customer’s personal information to third parties, unless we have explicit permission or are required by law to do so. We may use a customer’s personal information to send promotional information about third parties in which we deem interesting to them only if we have been specifically granted permission to do so.
If you believe any of the information that pertains to you, that we currently possess, is incorrect or incomplete, please email us as soon as possible at Info@STIGPods.com for assistance or log into your account to make the appropriate changes.
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Protection of Data
STIG is committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place regularly tested applicable security system applications and processes to safeguard and secure the information we collect online. STIG is compliant with all PCI, PCI-DSS, PED and PA-DSS guidelines. PCI-DSS standards requires:
Regularly tested security systems and processes
Maintained policies that addresses information security
Protection of stored Cardholder data
Restricted access to Cardholder data by business need-to-know
Use of unique passwords and security parameters that are not default or vendor supplied
Assigned unique ID to each person with computer access
Installed and maintained firewall configurations to protect Cardholder data
Encrypted transmissions of Cardholder data across open, public networks
Regularly used and updated anti-virus software
Developed and maintained secure systems and applications
Restricted physical access to Cardholder data
Tracked and monitored all access to network resources and Cardholder data
Within reason, security measures that are implemented are not impenetrable. We do not guarantee the security of the database. In addition, we do not guarantee that any provided information will not be intercepted while in transmission over the Internet. Thus, transmission of any information is sent at your own risk. In having provided any personal information to us, or by using our services, it is agreed that we may communicate with you regarding security or privacy relating to your use of our services. In the event of any security system interruptions, we may attempt to inform you by sending a notice with all necessary relevant information.
This section explains our practices with respect to the online collection and use of personally identifiable information from anyone under the age of 21. The STIG website is not directed or to be used by anyone under the age of 21 and we do NOT knowingly collect personally identifiable information from anyone under the age of 21 as part of the website.
STIG does not knowingly distribute such information to third parties. We screen users who wish to provide personally identifiable information in order to prevent users under the age of 21 from providing such information. If we become aware that we have inadvertently received personally identifiable information from a user under the age of 21, we will take the appropriate steps to delete such information from our records.
We do NOT knowingly allow users under the age of 21 to publicly post or otherwise distribute personally identifiable information through the website. Because we do not collect any personally identifiable information from anyone under the age of 21 via the website, we do NOT condition the participation of a user under the age of 21 in the website's online activities on providing personally identifiable information.
We do NOT specifically market to anyone under the age of 21, nor do we knowingly provide services or sales of our products to anyone under the legal age permitted to purchase nicotine products.