When will my order be shipped?

• At PRTBL, we work hard on processing your order in a timely manner. We usually ship out the same business day for orders placed on business days (Monday – Friday, except holidays) before 2:30pm PST, but can take up 1-2 business days to process. Occasionally we have delays if order volume surges. If you wish to obtain a guaranteed delivery date, please choose an upgraded shipping method. A faster shipping method does not guarantee a faster processing time; it only changes the speed USPS will be able to deliver it.

Is U.S. shipping discrete?

• Yes. Your orders will always be shipped in a plain, unmarked envelope or box; neither of which contain any information about the contents inside.

Can you ship to a P.O. Box?

• Yes. USPS offers delivery service to P.O. Boxes.

Who pays customs and duties fees for international shipments?

• All orders are shipped out from the USA. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what the additional costs will be prior to buying.

What if my package is lost or is marked as delivered but it's not in my mailbox?

• Our free shipping service doesn't include signature confirmation. However, you can select such service at checkout. We strongly recommend the use of signature confirmation to prevent lost or stolen packages. When the package is processed properly and handed over to the courier, it's beyond our control and the courier becomes accountable for the package. We will not be held responsible for stolen or missing packages. If a package is lost or missing, please contact your courier immediately to locate your package

Why was my package marked as returned to sender?

• If your delivery information is incorrect, your package will most likely be returned to our office. We will contact you for the correct address and send the package to your updated address. Please be aware that we will charge for the shipping costs of the second shipment ("return to sender" package). Therefore we ask you to carefully check your name and address before submitting the order.

Can I track my order?

• Once your order has been shipped, we will notify you via e-mail of the shipment status and tracking information. If you can't find the email, please check your spam folder. If you accidentally provided the wrong email address to us, contact us at support@prtbl.com. Make sure to include your order number and an updated email address so we can modify the order and update you with tracking information.

Can I change my order after placing it? 

• Unfortunately we can not guarantee that we can make changes to your order after it has been placed because of how our fulfillment center works. If you would like to try to make changes please email support@prtbl.com with your name, order number and phone number with a brief message of what you would like changed. 

I didn’t receive all of my order, what should I do ? 

• We are sorry that you didn't receive all of your order and we will make sure you receive your missing items. Before contacting us please make sure on the shipment invoice that an item wasn’t listed as not shipped yet as sometimes items are on backorder or pre order. If you were suppose to receive all of the items please contact us at support@prtbl.com with your order number and a brief message of what is missing or what happened. 

I didn't receive an order confirmation, did my order go through?

• If an order is placed successfully at PRTBL.com, an order confirmation email will be sent to your email account. If you didn't receive the email, check your spam folder. Sometimes the email address provided to us during the order process contains an error, in which case, contact us at support@prtbl.com and provide us your most updated email address, name, and any order details you have. If you receive an error message at checkout yet still see your funds in a "pending" state on your credit card statement, please refer to "My purchase got declined but charges still appear on my card" below.

Payment with Sezzle

• Sezzle is a payment option offered to our customers that allows you to purchase today and make 4 interest free payments over 6 weeks. For Sezzle to be offered as a payment option the total order value must be more than $20.00 USD.

My purchase got declined but charges still appear on my statement?

• This occurs when you attempted to place an order online, and the credit card declines for some reason but your bank account shows that the charge went through.
• Here's how the whole process works. When you place an order at PRTBL.com, the transaction is approved by your bank, then sent to our (the merchant's) payment gateway. Our payment gateway, however, declined the transaction because of one of the security settings such as address or zip code verification. This is one of the ways that payment gateway protects you from fraudulent activities. The whole transaction is eventually declined because one of the steps didn't go through.
• At your side, you'll see a charge posted in your bank account. Such charge will be in a "pending" state and will be removed after 2 - 7 business days depending on your credit card issuing bank.
• At our side, we'll see a "declined" transaction, no funds will be deposited into our account and no order will be created.
• This is how banks work and we have no control over it. Give it a few days and check back to your account, you'll be able to see the transaction removed.
• What type of credit cards do you accept?

We accept all major credit cards.

I have trouble using a prepaid card or gift card while placing my order, why?

• If you have a problem using your pre-paid card or gift card, it's most likely caused by Addresses Mismatch. We (the merchant) have Address Verification Service (AVS) set up to protect you from credit card fraud. The AVS requires that the billing information entered at checkout 100% matches with your account info. If the addresses doesn’t match, the card may decline. Contact the card issuer, register your card if you haven't done so, and make sure the name and address linked to the account match your current billing address.

I have trouble using a non-USA based credit card, why?

• We have the Address Verification Service (AVS) set up to protect you from credit card fraud. International customers might experience issues with AVS because your issuing bank might not always have the AVS feature turned on, making your transaction decline by our (the merchant's) bank. Please contact us by submitting a ticket, select "Order & Billing", make sure to include a screenshot of your order and we'll help to resolve the issue.

I submitted the payment but I got an error message, what do I do now?

• Here are the most common error messages and how you can correct them: Decline, Serv Not Allowed, Invalid Trans, or Do Not Honor. Each of these is a type of error that is sent by your card provider. For whatever reason, the bank or card provider is declining the transaction. It is recommended that you double-check your payment information and attempt to submit it again. If the error persists, please contact your bank or credit card provider.
• -Invalid Card Number/Card No. Error: This error indicates that you did not enter your credit card number correctly. Please double-check the card number, and attempt payment again.
• -Expiration Date: Your expiration date was not correctly entered or not entered at all. Please double-check your expiration date, and try again.
• -Invalid Card Type or Card Type Refused: This error indicates that the card type is not accepted. We accept Visa, MasterCard, American Express and Discover.  
  
  -AVS mismatch: This error occurs when the billing address provided during checkout does not match the billing address that you have on file with your credit card company or card-issuing bank. The Address Verification Service (AVS) is used to protect you from credit card fraud. Please contact your bank and double-check the address you have on the card, and try again. If your address matches the bank's records but the card still cannot go through, contact us by submitting a ticket, select "Order & Billing". Make sure to include a screenshot of your order and we'll help to resolve the issue.
• -INVALID C_STATE: This is one of the AVS mismatches errors. It occurs when the state information entered during checkout does not match the state you have on file with your credit card company or card-issuing bank. Sometimes our international customers may experience this issue even if the correct state was entered. Please double check to see if you accidentally enter space, dash or other signs incorrectly. This information needs to match your bank's records 100%. Please contact your bank and double-check the address you have on file with matches with the information you are providing, and try again.
• -INVALID C_ZIP: This is one of the AVS mismatches errors. It occurs when the zip code entered during checkout does not match the zip you have on account with your credit card company or card-issuing bank. Sometimes our international customers may experience this issue even if the correct zip code was entered. Please double check to see if you accidentally enter space, dash or other signs incorrectly. This information need to match your bank record 100%. Please contact your bank and double-check the address you have on record on the card, and try again.
• -Declined CVV2/CID: You did not enter the correct CVV code for your credit card. The CVV code is the three-digit number on the back of the card. Please double-check the CVV code, and try again.

All UNUSED products purchased through www.prtbl.com may be returned for a full refund within seven (7) days following the date of purchase. Items not purchased on our website www.prtbl.com are not eligible for return from PRTBL.

Items marked as “Final Sale” or As Is are not eligible for refund or exchange.

Conditions for Return

• You may return an unused product purchased at www.prtbl.com within the above return period, subject to your compliance with the following conditions:
• *You include all original packaging in like new condition, *You include all accessories and documentation in undamaged, unused new condition, *You include the product in undamaged, unused like new condition, and *You include a receipt or order number documenting your purchase of the product at www.prtbl.com within the above return period.

How to Return your Product

To initiate your return, please use the following procedure:

• *Contact PRTBL Customer Support at support@prtbl.com. Once we have received your email requesting a return and we have confirmed your product is eligible for a return you will receive shipping instructions with how and where to send your product. The customer must pay the shipping for the return package. Include the product and all required items listed above in the section “Conditions for Return.”
• *Ship the package at your local UPS, USPS or FedEx drop-off location.
• *Return packages must include a tracking number and the tracking number must be provided at the time of shipping.
• *Once we have received your return at our warehouse we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Returned products that do not meet the above conditions will not be eligible for a refund and will be sent back to you as is.

Also, please do not send us any product containing cannabis, cannabis concentrates or oils, or nicotine. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.

How long does the warranty last?

• PRTBL electronic devices come with a one (1) year limited warranty from the date of retail purchase by the original purchaser. None of our 510 cartridge include warranty. For any other products please see packaging for warranty. 

What does the warranty cover?

• PRTBL only warrants PRTBL products against defects in materials and workmanship under normal use for 1 year from the date of retail purchase from www.prtbl.com and from authorized PRTBL retailers by the original purchaser (this limited warranty is NOT transferable to subsequent purchasers). Warranty does not apply should you purchase through a 3rd party reseller such as eBay and Craigslist. Due to the nature of the product, there is no warranty coverage or replacement available to tanks or coils or other non-electronic parts.

What will PRTBL do?

• If a valid claim under this limited warranty is received within the 1 year warranty period, PRTBL will, at its discretion, either (1) repair the product using new or refurbished parts; or (2) exchange the device for a new one.
• Except as stated herein, PRTBL makes no other express warranty.

What is NOT covered by the warranty?

• Any non-PRTBL products. Warranty is not available to merchandise. All merchandise sales are final.
  Damaged caused by accident, abuse, misuse, flood, fire, earthquake, or other external causes of nature.
  Damage to the device caused by being exposed to or coming in contact with moisture (e.g. liquids, water, rain, extreme humidity, or other moisture), or extreme thermal or environmental conditions (e.g. sand, food, dirt or similar substances).
  Damage caused by operating the device outside the permitted or intended use of the product.
  Any device or part that has been modified to alter the functionality or capability whatsoever.
  Damage caused by concentrates
  Damage to the device (1) attributable to accessories or attachments not authorized or recommended by PRTBL or (2) attributable to accessories or attachments authorized or recommended by PRTBL but where usage thereof was outside of normal or recommended use.
  Cosmetic damage occurring through normal wear and tear, including but not limited to scratches, dents and broken pieces.
  Improper charging.
  Any device where the serial number has been tampered with, erased or obscured or is not genuine.
  Normal performance degradation of batteries or neglecting to adhere to cleaning instructions. In addition, opening, disassembling or tampering with your device is any way will void this limited warranty.

How do you get warranty service?

To obtain warranty service under this limited warranty, the original purchaser must do the following:

• Review this PRTBL 1 year limited warranty to confirm that the device is warranted hereunder.
  Proof of purchase may be requested before warranty service will be provided. Please retain your purchase receipt or other evidence of purchase for your records.
  It is recommended soon after purchase and prior to submitting a request for warranty support and for your convenience, you register your device and provide both the date of retail purchase and device serial number as both are needed to process the warranty and determine start/end dates of the limited warranty.
  Contact PRTBL Customer Support to arrange warranty service by submitting a support ticket request, including as many details as possible of the problem(s) you are experiencing to ensure prompt service.
  Please note:
• PRTBL Support may request additional details about the device, including pictures or videos and attempt to troubleshoot common issues before approving warranty service.
  All devices approved for warranty service must be returned to PRTBL before a replacement device will be provided.
  Return shipping costs are not covered by this limited warranty and shall be your responsibility.
  All returns must be sent with a tracking number or delivery confirmation number. PRTBL is not responsible for lost or damaged returns sent by you.

Can I return my device for a refund?

• Refunds are only available for new and unused devices purchased on www. prtbl.com and must be returned directly to PRTBL within fourteen (14) days of receipt. If the tamper proof seal is broken, a return cannot be honored,
• Devices purchased through an authorized PRTBL retailer will not be refunded by PRTBL; in such case, any refunds must be obtained from the authorized retailer from whom you purchased the device and will be subject to the retailer's policy on refunds.

What is the scope of PRTBL and your rights and responsibilities?

• In no event shall PRTBL be liable for monetary damages or other losses arising from any device defect or failure, including, but not limited to, for any loss of use, time or for any inconvenience or for any incidental or consequential damages.
• All implied warranties, including warranties of merchantability and fitness for a particular purpose are limited in duration to the length of this limited warranty
  Some states and/or provinces do not allow limitations on how long an implied warranty lasts and/or do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state and province to province.
• PRTBL is not responsible for and will not be bound by any additional warranties provided by retailers and does not authorize any other person to make or assume any obligation or liability in connection with any of its devices.

Any Counterfeiting

• The fight against unauthorized and counterfeit devices is a long-term commitment to quality and service by PRTBL. PRTBL advises consumers to be cautious when purchasing devices from unauthorized resellers. While PRTBL would like to help the victims of counterfeiting, we are not able to reimburse money used to purchase infringing or counterfeit goods, nor do we assist with the resolution of disputes.

When will my order be shipped?

• At PRTBL, we work hard on processing your order in a timely manner. We usually ship out the same business day for orders placed on business days (Monday – Friday, except holidays) before 2:30pm PST, but can take up 1-2 business days to process. Occasionally we have delays if order volume surges. If you wish to obtain a guaranteed delivery date, please choose an upgraded shipping method. A faster shipping method does not guarantee a faster processing time; it only changes the speed USPS will be able to deliver it.

Is U.S. shipping discrete?

• Yes. Your orders will always be shipped in a plain, unmarked envelope or box; neither of which contain any information about the contents inside.

Can you ship to a P.O. Box?

• Yes. USPS offers delivery service to P.O. Boxes.

Who pays customs and duties fees for international shipments?

• All orders are shipped out from the USA. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what the additional costs will be prior to buying.

What if my package is lost or is marked as delivered but it's not in my mailbox?

• Our free shipping service doesn't include signature confirmation. However, you can select such service at checkout. We strongly recommend the use of signature confirmation to prevent lost or stolen packages. When the package is processed properly and handed over to the courier, it's beyond our control and the courier becomes accountable for the package. We will not be held responsible for stolen or missing packages. If a package is lost or missing, please contact your courier immediately to locate your package

Why was my package marked as returned to sender?

• If your delivery information is incorrect, your package will most likely be returned to our office. We will contact you for the correct address and send the package to your updated address. Please be aware that we will charge for the shipping costs of the second shipment ("return to sender" package). Therefore we ask you to carefully check your name and address before submitting the order.

Can I track my order?

• Once your order has been shipped, we will notify you via e-mail of the shipment status and tracking information. If you can't find the email, please check your spam folder. If you accidentally provided the wrong email address to us, contact us at support@prtbl.com. Make sure to include your order number and an updated email address so we can modify the order and update you with tracking information.