White Horse Help Center
Please review our FAQ below for any questions you may have. For any other inquiries, contact us through our form.
Please allow up to 3 business days for us to fulfill your order. Although, most orders will ship out much sooner!
Why be discreet? Help us fight against big tobacco and the never-ending regulations. Let's get the word out that vaping saves!
However, if you truly must, just leave us a comment in your order note! Please be aware that we must include a nicotine label on your package, by law.
Rest assured, if you received your tracking number, a label has been applied to your order and has shipped from our facility.
If the shipping courier fails to scan the shipment at time of pick-up, tracking information will not update even though your order is moving and in route to you.
In the rare occurrence the courier fails to scan your package into their system, your order may arrive before any tracking information updates.
We recommend signing up to receive "Text & Email" Updates at usps.com. Let us know if you do not see any updates or receive delivery within 7 business days.
Due to the high volume of orders and the ongoing COVID-19 epidemic, all mail couriers have been experiencing periodic delays. Please allow up to 14 business days for a USPS update.
If there is no movement on your order after this time, please let us know so we may investigate this issue further.
You still want the goods? Click on this link to reschedule your delivery or request to pick it up at your local post office. It's as easy as that!
Keep in mind - we are always here to help and provide assistance!
You can check the proof of delivery and who signed for your order by clicking your tracking number and expanding the "Product Information" Tab.
If you live in a multi-unit complex - check with any front desk agent.
If the recipient was not present at time of delivery - check with neighbors, front porch, or surrounding areas.
If the Proof of Delivery is marked as "COVID-19", the courier may have decided to hold your order at the local post office but it will be available for pickup there.
We are provided the same tracking information that is available to you so please contact your local carrier - they should be able to provide more in depth details about your shipment.
Orders shipped via Priority Mail and/or Priority Express Mail are eligible for USPS insurance claims (restrictions apply.) Please contact USPS or visit USPS.com for further details.
To view our full Terms & Conditions, click here.
What's the problem? Let us know! Even better - send us a photo or video to email@example.com so we can inspect the item!
If your item is deemed defective, we can issue a store credit or refund on a case-by-case basis.
To view our entire Return/Exchange Policy, click here.
Once you have received a refund notification, please allow up to 3-5 business days for your refunded amount to appear back in your bank statements.
However, some banks may take up to 10 days for refunds to process.
Fill out the form below and will get in touch with you as soon as we can.
Our Customer Service Representatives are ready to answer your questions from:
Monday - Wednesday: 10am-7:30pm EST
Thursday - Saturday: 10am - 8pm EST