Get in touch
Contact Buy Boutiq Carts
Questions about authenticity, flavors, your order or wholesale pricing? Our team actually knows the product and is happy to help, before, during and after your purchase. Send us a message below and we will get back to you fast.
Prefer email? Reach out any time and a real person will reply. Must be 21+. For adult use only.
The fastest way to get a useful answer
Most messages we receive could be answered in one reply instead of four, and the difference is almost always what is in the first message. If your question is about an order, include the order number. If it is about a specific device, include the batch code printed on the packaging. Those two details let us look the thing up before we reply rather than asking you for them and waiting another day.
We read everything that comes in and a person writes the reply. There is no ticket bot in the middle rewording your question, which is why we ask for detail up front: the reply you get is written by someone who has already opened your order.
What we can help with quickly
Order status, delivery problems, faulty devices, batch verification, wholesale pricing and stock questions are all things we can resolve directly. Faulty devices in particular are worth writing in about rather than living with. Sealed electronics fail occasionally, the returns policy gives you fourteen days, and for most defects there is nothing to post back.
Stock questions are worth asking too. The catalogue reflects what we actually hold, so if a generation or flavour is missing it usually means we could not source it honestly rather than that we forgot to list it. We can often tell you whether something is coming back.
Things you can answer faster than we can
Some questions have a self serve answer that beats waiting for a reply. Tracking is live from the first carrier scan on track order, so you do not need us to look it up. Batch codes can be checked yourself against the published lab reports or through the verify tool.
If a device is not drawing properly, the troubleshooting guide fixes it more often than not, usually because the wick has dried rather than because anything is broken. Charging questions are covered in the charging guide. If those do not solve it, then write in, and say what you already tried so we do not send you round the same loop.
Payment questions
The most common message we get is some version of why there is no card field at checkout. The short answer is that card processors will not serve this category, and that applies to every credible seller of these products rather than to this shop in particular. We accept Bitcoin, Zelle and Cash App, with instructions shown on screen when the order is placed and repeated in the confirmation email.
If a payment has left your account and the order still shows as unpaid, write in with the order number and the time you sent it. That is a normal thing to happen with manual methods and it is quick to resolve at our end. Nothing ships until payment clears, so an order sitting unpaid is not stuck, it is simply waiting.
Wholesale and trade
Trade enquiries are welcome and are handled by the same people. Tiers, minimums and lead times are set out on the wholesale page, and it is worth reading that first because it answers most of the pricing questions before they are asked. If you are placing a repeat order of something you have had before, the batch code from the last delivery helps us match it.
Complaints
If something has gone wrong and the first reply did not fix it, say so plainly in the thread rather than starting a new one. Keeping it in the same conversation means whoever picks it up can see the history. We would rather hear that we got something wrong than have someone quietly not come back, and a complaint with an order number attached gets dealt with the same day in almost every case.
What we cannot answer
We cannot give medical or dosage advice, and we will not pretend otherwise. If you are asking whether a product is suitable for a health condition, for an interaction with medication, or during pregnancy, that is a question for a clinician. The CDC publishes general public health guidance on vaping which is a reasonable starting point for the general questions.
We also cannot verify a device we have not sold. If you bought elsewhere and want to know whether it is genuine, the real versus fake guide shows you what to look at, but we have no access to another seller’s batch records and would only be guessing.
Age and eligibility
This site is for adults 21 and over. The age gate is enforced, orders that fail verification are cancelled rather than shipped, and no amount of messaging will move that. It is the one thing we will not be talked out of.
How long a reply takes
Most messages get an answer the same working day. The slowest ones are those that arrive over a weekend and involve an order that has already shipped, because the answer depends on a carrier scan we are waiting for as well. If you have not heard back within a working day, check the spam folder before writing again, since replies from a small shop land there more often than they should.
Volume spikes after a restock and around public holidays. If you have written twice and heard nothing, the second message has almost certainly landed in the same thread rather than being missed, and replying to that thread keeps it in one place instead of splitting it in two.
What happens to what you send us
We ask for the least we need to solve the problem. An order number and a batch code are usually enough, and we would rather you did not send anything else. Do not send photographs of identity documents, card details or anything else sensitive: we will never ask for them, and any message that appears to be asking for them on our behalf is not from us.
Message content is kept for as long as it takes to resolve the issue and for a reasonable period afterwards in case it comes back, then it goes. Full detail is in the privacy policy. We do not sell contact details, we do not add you to a mailing list because you asked a support question, and there is no newsletter to escape from.
Getting to the right place first time
If you are not sure where to start, the FAQ page covers the questions that come up most often across ordering, shipping and devices. The shop is the fastest way to see what is genuinely in stock, and the guides cover the practical questions about using the devices rather than buying them. If none of those fit, write in. A question we have not been asked before is more useful to us than a question we answer daily, because it usually means something on the site is unclear and can be fixed.
Contact questions we get most
How quickly will you reply?
Most messages get an answer the same working day. Weekends and the days after a restock run slower. If a day has passed with nothing, check your spam folder before writing again, because replies from a small shop land there more often than they should.
What should I include in my first message?
An order number if it is about an order, and the batch code from the packaging if it is about a device. Those two details let us look everything up before replying, which turns a four message exchange into one.
Can you tell me if a device I bought elsewhere is real?
Not reliably. We have no access to another seller’s batch records, so anything we said would be a guess. The real versus fake guide shows you exactly what to look at, and the answer is usually obvious once you know which three things matter.
Why is there no phone number?
Because a phone line staffed badly is worse than no phone line. Written messages let us look up your order, check the batch and give you an answer that is correct rather than one improvised while you wait on hold.
Do you give advice on dosage or medical use?
No. We are a shop, not a clinic, and we will not guess about your health. Questions about interactions, suitability or use during pregnancy belong with a clinician who knows your history.
Will contacting you add me to a mailing list?
No. Asking a support question does not sign you up to anything. We do not run a newsletter and we do not sell contact details.
When we are at the desk
Messages are worked through on weekdays, with the bulk of replies going out in the morning and a second pass late afternoon before the dispatch cutoff. Anything arriving after that cutoff is answered the next working day, which matters mainly for orders you are hoping to get out the same day. If you need something to ship today, send it before the afternoon and say so in the message.
Weekends are quieter. Orders still come in and payments still clear, but the carrier is not collecting, so a Saturday order and a Sunday order usually leave on the same Monday van. We would rather tell you that than let you refresh a tracking page for two days wondering what went wrong.
Before you write about a device that has stopped working
Two things fix the majority of these, and both take a minute. If it tastes burnt, it is almost always a dry wick rather than an empty tank: stand it upright for twenty minutes and take one gentle draw with no preheat. If nothing comes through at all, put it on USB C for ten minutes even if the light suggests it is charged, because a cell that has been run flat repeatedly can read wrong.
If neither works, write in with the batch code and tell us which of the two you tried. That single sentence is usually the difference between a replacement going out today and a conversation that takes three days.
Which channel to use when you contact Buy Boutiq Carts
Not every question needs the same route, and picking the right one is the difference between an answer today and an answer on Monday. Use email when you need a written record, when the question involves a batch code, or when you want to attach a photograph of a device. Email is also the channel we recommend when you contact Buy Boutiq Carts about anything touching payment, because we can verify the order reference against our records before replying rather than guessing from a partial description.
Use the contact form on this page for general questions: stock timing, which version suits a first time buyer, whether a flavour is returning, or how our authenticity checks work. The form routes to the same inbox but tags the message by topic, which is why form messages usually get picked up faster than a cold email with a vague subject line.
If your question is about a parcel that has already shipped, start at the order tracking page before you write to us. Roughly half the messages we receive about late parcels are answered by the carrier scan history, and checking it first saves you a day. When the scan history genuinely looks wrong, that is exactly the moment to contact Buy Boutiq Carts, and quoting the last scan location in your first message lets us open a carrier trace immediately.
Wholesale and stockist enquiries have their own lane. Send those through the wholesale page rather than the general form, because trade pricing, minimum quantities and lead times are handled by a different person and a general message will simply be forwarded, costing you a day in the process.
What happens after you contact Buy Boutiq Carts
Every message is read by a person. There is no bot writing the first reply, which is slower than an automated acknowledgement but means the answer you get is actually about your situation. Messages that arrive before mid afternoon on a working day are usually answered the same day. Messages that arrive in the evening, at a weekend, or on a public holiday are answered on the next working day, and we do not pretend otherwise with an out of hours promise we cannot keep.
If your message includes an order reference, we pull the order before replying: what shipped, when it left, which carrier holds it, and what the last scan said. If it includes a batch code, we check that code against the batch record and the matching lab report so the reply contains the actual result rather than a promise to look into it. This is why the detail you include when you contact Buy Boutiq Carts changes the speed of the answer more than anything else.
Where a fault is involved, the first reply will normally ask for two photographs: the whole device, and the base panel where the batch code sits. That is not a delaying tactic. Those two images resolve the majority of hardware questions without a return, and where a return is warranted they let us authorise it in the same message instead of a week later. You can read the conditions in full on the returns page.
We keep the thread open until you say it is resolved. If a reply from us does not answer the question, say so in the same thread rather than starting a new message, because a new message loses the history and puts you back in the queue behind everyone else. Consumer rights guidance from the Federal Trade Commission sets the baseline we work to on shipping and refund timing, and we hold ourselves to it whether or not a customer raises it.