Getting Help From Customer Service
Help is just a click away with our new customer service support ticket system.
This new system will allow everyone to track their support requests quickly and effectively. Now you'll be able to see a list of tickets you've submitted as well as a history of communication with our Customer Service representatives.
Log into your account and click on the My Account link at the top. In the left menu bar, you'll see a new link titled Customer Service.
You'll be able to quickly access any previous help requests submitted as well as add new requests.
Use our new ticketing system to ask about:
- - General questions about products
- - Shipping and tracking
- - Warranty claims
Attach Orders To Your Request
If you have a question about a specific order, you can now attach the order directly to your ticket so our Customer Service representatives can quickly track down the information you need.
In the Create New Ticket form, simply select your order from the dropdown menu.
Need to send us an attachment? Use the built-in attachment uploader.
When submitting a ticket regarding missing items, please include the handwritten number at the bottom of the invoice in the description of your issue in order to speed up the process of sending you the items.
Updating Your Ticket
If you want to check on the status of your ticket or have information to update your ticket with, please DO NOT submit multiple tickets. This will only slow down customer service response times as new tickets are created. Instead, log into your account and add a new response to your existing ticket. Or, reply to the notification email (please be sure to keep the subject line in tact). This will ensure all responses to the same issue are kept in one place.
Recieving Email Correspondence From Volcanoecigs
Please make sure to add Volcanoecigs.com to your email clients trusted list to ensure that any correspondence you recieve from us is not filtered into your spam folder. If you are not recieving email correspondence from us, your email client or Internet provider may be blocking us as we reply to any and all emails and tickets sent to us. Our system may send you automated responses to notify you during the processing of your orders and RMA request. Please make sure to check your spam folders if you suspect we are being filtered or call our customer service line at (800) 870-3357