Support desk

Talk to
a human.

No chatbot and no ticket maze. Pick a topic below and the form asks only what that desk needs — the answer comes back within one business day, Monday to Friday.

Contact

Send us a message

Support request Pick a topic first. The fields below change to ask only what that desk needs, so the answer does not start with “can you send us the order number”.

An order Shipping Return or refund Warranty claim Authenticity Product question Wholesale / OEM Something else

Your name *

Email *

Order details

Order number *

Ordered on

Message *

Photos and videos cannot travel through this page — the prepared email opens in your own mail app, so attach them there. Nothing is stored on our side.

Your email app should be opening.

Nothing happened? Copy the prepared message and send it to info@hamclvape.com from any mailbox.

Open mail app

Response

At a glance

1 business dayFirst replySame day for order problems that arrive before 2 PM ET

Mon–Fri, 9–5 ETDesk hoursWeekend messages are answered on Monday morning

NonePhone supportEmail keeps the order, the photos and the answer in one thread

21+Minimum ageSignature required on delivery — no exceptions

Routing

What each desk needs

Topic	First reply	Send this
Order status	Same day, before 2 PM ET	Order number
Delivery exception	1 business day	Tracking number
Return or refund	1 business day	Order number and photos of what arrived
Warranty claim	1 business day	Order number, box code, 15-second video
Authenticity	1 business day	Photo of the code panel, and where you bought it
Product question	1 business day	Device name, or the flavour you are after
Wholesale / OEM	2 business days	Company, monthly volume, destination market

One message per issue. A second thread about the same order splits the history and usually adds a day. Reply to the answer we sent instead of starting over.

Self serve

Resolve it without waiting

Order status

Tracking, dispatch dates and parcel exceptions — the track page explains every scan the carrier records.

Open Returns

The 30-day window, what cannot come back and how to get a return reference.

Open Authenticity

Check a code before you buy, or report a suspected counterfeit.

Open Warranty

90 days on hardware, what is excluded and what to send with a claim.

Open

Reaching a person

Email is the fastest route and it keeps a written record of every order issue: info@hamclvape.com. The desk is staffed Monday to Friday; messages that arrive over the weekend are answered on Monday.

The HAMCL support desk answering order and warranty emails

Before you write: have the order number ready, attach photos or a short video where the issue is visual, and tell us what you have already tried. It removes a round trip.

Wholesale

Buying in volume

Trade enquiries — warehouse stock from 500 pcs, OEM/ODM from 10,000 pcs — go through the wholesale desk so pricing and lead times are quoted properly rather than guessed at.

Wholesale & OEM

FAQ

Contact FAQ

How fast do you reply?

Within one business day, Monday to Friday. Order and warranty questions that arrive before 2 PM ET are usually answered the same day.

Can I send photos or a video?

Not through this page — it prepares an email in your own mail app, and attachments stay there. Add them before you hit send; a 15-second clip of a device failing settles most warranty claims without a second round.

Do you offer phone support?

No. Email keeps the order, the photos and our answer in one thread, which makes replacements and refunds faster to settle — and there is no hold music.

Can I visit the warehouse?

The warehouse handles fulfilment only and is not a retail counter. Wholesale buyers can arrange a collection slot through the wholesale desk.

Not sure which topic?

Pick the closest one and start with the order number — we re-route it internally rather than asking you to send it twice.

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