A damaged delivery is a paperwork problem as much as a packing problem, and the paperwork is easiest when it starts at the doorstep. Parcels from Vapevava are sealed before they leave the warehouse, so a crushed corner or a rattling carton deserves a note while the courier is still in sight. Set the box down, keep the outer packaging intact, and resist the urge to tip everything onto the table at once.

Look before you open

Start with the carton itself. Denting on one face, a crushed edge or a damp patch tells you where the pressure came from, and those details belong in the first message you send. If the driver is still present, ask them to record the condition; a driver note is not required for a claim, but it fixes the timeline in place.

Then check the tape. A seal that has been cut and re-applied, or a flap that lifts without resistance, suggests the parcel was opened somewhere between the depot and your door. Photograph the seal before you break it, and open the carton on a flat, clean surface so nothing rolls under a cabinet.

Photographs that carry the claim

Images do work that paragraphs cannot. Take them in daylight, on a plain background, and frame the whole item before moving in close.

  • The outer carton from two angles, with the shipping label readable
  • The opened carton showing how the contents were packed
  • Each affected item alone, plus a close-up of the crack, dent or leak
  • The batch code printed on the bottle, box or device body

A short video earns its minute when a fault comes and goes, such as a device that powers on and then cuts out. Send the files as they came off the phone; heavy cropping or filters invite questions you do not need.

One message, everything attached

Write once and include the order number, the item name, a single line describing the damage, and the photos. Say whether the parcel was handed over, left at the door or collected from a locker, since that decides which side deals with the carrier.

Hold on to the packaging and the damaged item until the case closes. A carrier may ask to inspect the parcel, and a refund can stall if the evidence is already in the trash. If a bottle has leaked, wipe the outside, seal it in a bag and keep it away from children and pets.

What happens next

Most stores review the photos, confirm the order, then offer a replacement or a refund. Replacement stock ships once the claim is approved; a return label is issued when the damaged unit has to come back. If the parcel held a device and its coils and pods, check that the pod seat is dry before the first charge. Refunds return to the original payment method after the return is scanned or the claim is approved, depending on the process a store publishes.

Ask for a case reference and keep the thread. If the first reply misses the damage, answer in the same thread with that reference instead of opening a new ticket.

Storage matters while you wait. E-liquid stays upright, out of direct sun and away from heat, and a bottle with a cracked cap should not be used at all. For questions about nicotine strength or accidental skin contact, ask a doctor rather than a forum. Send the details to Vapevava once, clearly, and the case usually ends in a single exchange.