Support

Shipping Policy & FAQ 

1. What is your shipping policy?
At Moti Vape we offer a couple of shipping options to our customers. The shipping method you choose does not affect how quickly your orders get placed or processed. We try to ship all In-stock orders that get placed prior to 1:30 PM EST the same day. In some situations though it may take up to 3 days to process and ship your order. Our packages are packaged discreetly for your security. Backordered items will ship as soon as they become in stock.

We offer various Canada Post, and UPS shipping options all over the world. Shipping rates are calculated on the checkout page. A delivery estimate will be shown on the checkout page.

PROOF OF AGE REQUIRED

We utilize Canada Post's Proof of Age (18+, 19+ or 21+ depending on your province or state) option on every single package, no exceptions.

Because we utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package.

Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund.

We can not remove this option, even if you have already been verified to be of age. - Every package leaving our facilities will require to be age verified, in accordance with Canadian law. only the person named in the "Shipping" fields can pick up the package. Canada Post will NOT release the package to anyone else

SAME-DAY DELIVERY

Moti Vape offers same-day delivery to a limited amount of postal zones surrounding some of the Moti Vapes retail location.

You must place your order before 11:30 AM, be in an eligible delivery zone, and choose Same Day Delivery as your shipping option. The service costs $10.00 + tax.

Deliveries take place every day except for Sundays, and holidays. Deliveries will arrive to you between 12:00 PM - 9:00 PM.

You must present ID to the driver showing that you are 19 years of age or older. Failure to do so will result in a failed delivery and an additional $8.00 to re-attempt delivery on a future day. Please be sure you are available to receive the delivery.

You will receive an email and a text message stating that your order is on the way about 30 minutes before your delivery.

FREE SHIPPING

Orders over C$75 before tax within Canada
Orders over C$200 before tax within the United States
Orders over C$500 before tax everywhere else in the world

Overstock items do not count towards the free shipping minimum. Within Canada, we utilize whichever shipping option is available to us at the time. Sometimes it may be Canada Post, other times it may be Canpar and occasionally it may be a same-day delivery option, Canada Post Tracked Packet for free shipping the U.S.A, and UPS or Canada Post Air Shipping for all international destinations (some international destinations may be untracked). There is no insurance added to packages shipped for free.

Overstock items are NOT counted towards the free shipping minimum.

We reserve the right to cancel orders we deem unreasonable to ship for free. (Examples of this are extremely heavy or large and awkward products, etc). We will give you the option to pay for shipping on these items.

Orders shipping for free must ship from the same distribution center. If all of the items on your order are not in stock at one distribution center and must be shipped form multiple locations, we will contact you to either change the item or to pay additional shipping charges.

In the event your item is not successfully delivered due to an issue that we deem to be your fault (Wrong address, Failure to pick up, Underage), we will deduct the shipping fees from the initial shipment (even if it was free for you), and the fees for the return shipment that we were charged by the carrier from any potential refund you may be eligible to.

Orders shipped to outside of Canada may be subject to import duties, taxes, and / or brokerage fees. We cannot control this.

2. What is the sales tax on my order?

In accordance with federal and state regulations, in some provinces, your online purchases from our site will be taxed at the applicable sales rate according to your shipping address. You may find sales tax details on your checkout page.

There are three types of sales taxes in Canada: PST, GST, and HST. See below for an overview of sales tax amounts for each province and territory.

Province Rate type Provincial rate Canada rate Total
Alberta GST 0% 5% 5%
British Columbia (BC) GST+PST 20% 5% 26%
Manitoba GST+PST 7% 5% 12%
New-Brunswick HST 10% 5% 15%
Newfoundland and Labrador HST 10% 5% 15%
Northwest Territories GST 0% 5% 5%
Nova Scotia HST 10% 5% 15%
Nunavut GST 0% 5% 5%
Ontario HST 8% 5% 13%
Prince Edward Island (PEI) HST 10% 5% 15%
Saskatchewan GST + PST 6% 5% 11%
Yukon GST 0% 5% 5%

 

3. What are the ingredients in the E-Juice of your products?
All E-juice contain vegetable glycerin(aka VG), propylene glycol(aka PG), Nicotine Salt, flavoring.
All MOTI pod formulations utilize pharmaceutical-grade propylene glycol to stabilize the plant glycerin and tobacco oil emulsion. MOTI’s propylene glycol suppliers meet the US Pharmacopeia's specifications and standards, ensuring consumer safety.
Furthermore, our e-liquid delivers nicotine without the usual host of additives, chemicals, and toxins found in regular cigarettes, thereby greatly reducing the health risks posed by traditional tobacco products.


4. Does Moti Products leak?
MOTI will not leak in general, but it can cause minor leaks during use due to changes in pressure, squeezing during breathing, Aggressive puffs, etc.
If you can still use it, wipe off the leaked juice before plugging it into your device first.
Try to relax your mouth. This will help prevent you from biting the mouthpiece or squeezing it with your lips while blowing.
If you happen to be sucking hard, try the opposite, as the resulting suction may draw the juice into your mouth. Just a gentle pull creates enough steam.

5. Why does my MOTI taste burnt?
Chain vaping is a major cause of burnt hits and it occurs when one vapes continuously without giving a breathing space between puffs. This act damages the coil since the wick is not given time to absorb vape juice between puffs. The result is that the dried coil burns. Low vape juice in cartridge results from extracting the cartridge completely before making a refill and this act destroys the coils. Allowing the cartridge to go dry or almost dry before refilling will leave the coil with insufficient e-juice to absorb resulting in a burnt taste vape.
Another cause of vape taste burnt is your choice of e-juice (that is, the use of cheap e-juice). Some vape juices are problematic and can result in blockage of the coil. E-juice with high VG concentration and sugar content are more likely than not to cause the vape to taste burnt because they are denser and stiffer for coil wicks to absorb causing your MOTI to fail.

6. About the e-liquid condensation, will MOTI's cartridges produce condensation during daily use?
Every e-cigarette will produce condensate. There is currently no way to avoid it. Our unique design avoids inhaling the condensate into the mouth to bring a better experience.

7. What is the advantage of Ceramic Coil?
The main advantages are better Lifespan & reduced Spit-Back.


8. Why the flavor of refillable cartridge change after filling several times?
Because the coil head in a cartridge has a life limit. When you use several times, the cotton and heating material in coil head will be less effective, even lead to dry hit. So if you find losing flavor, It usually means the life of the cartridge will be over soon.


9. Will the auto-draw device auto-fire in the pocket?
No, the auto draw device is controlled by the air sensor. When you inhale on the device, the sensor will detect the airflow and control device to work. So no airflow through the device, no working.


10. Why is my MOTI not producing vapor?
It might be one of the following reasons:

  • The cartridge is low on e-liquid
  • E-liquid is between the firing pin and bottom part of the atomizer
  • Your device is not charged
  • Insert a different cartridge to see if that helps
  • Gently tap the cartridge, mouthpiece side up, on a table and reinsert it into your device. Any tiny air bubbles should rise and re-saturate the wicks.
  • Use a cotton swab with rubbing alcohol (squeezing off any excess) to clean the contacts inside the MOTI device and on your cartridge. This should restore the connection between the cartridge and the device if any moisture has been in contact with them.


11. What should I do if my MOTI device can not be charged?
We recommend that you drain the battery first time using the device then charge it to full power. We recommend using the original cable that came with your device. Wiggle the device to see if it makes a clear connection with the USB Charging Dock. Switch to a different power source, either a USB wall adapter or a laptop USB port.


12. How should I store my pods? Do they expire?
While our pods don't expire for at least a year, they are meant to be used soon after purchase. After a year you may notice the flavor or quality decrease.
To help ensure the quality of the MOTI pods, store them unopened at room temperature in a dry environment out of reach of children and pets until use. During the hot weather season, don’t leave it in the car for a very long time then that can also cause the pod to leak due to the high temperature in the vehicle.

Still have questions that are not answered, feel free to send it to info@motivapecanada.com  (WE ARE DISTRIBUTOR OF BC ONLY AND WE DO NOT SELL ANY BIGGER DISPOSABLES. PLEASE DO NOT COTACT US FOR BIGGER DISPOSABLES). We usually respond to your inquires within 2-3 business days.