COVID-19 Updates

We've been receiving a lot of emails with questions relating to the coronavirus and how it is affecting our business and our customers, we'll use this page to post any updates as and when needed. Please check back often.
We would firstly like to send our best wishes to all our customers out there, and urge you all to follow the given advice and stay safe.
Are you still shipping orders?
In regards to our own measures, we have put extra precautions in place both alongside our already strict hygiene and working guidelines and standards both inside and outside of our cleanrooms, warehouses and packaging rooms. This may sometimes impact the speed of order processing. We are still currently managing to pack and ship orders out on the same day 99% of the time, however there are days when we become inundated with last minute orders close to the Royal Mail collection time at 3:30pm, on occasion we do run out of time. When this happens we'll always ship it the next day. We're sure most of you guys are understanding given the current situation, if you're in a rush for us to pack your order and get it shipped out, please order AM (in the morning). This will give us enough time to comfortably pack it in time, the earlier the better.

We are monitoring the Governments advice - and changing and acting accordingly as new information is made available.

Demand is currently very high and we are working at our best to keep up with it. 
Where is my order?
All couriers are also experiencing high demand, so raw materials etc. are taking longer to reach us than normal. Also there is the chance that your own orders may take longer to reach you. Please understand that once your parcel leaves our premises we have no control over how long it will take to arrive. Most parcels have been arriving next day, others have taken ten days or more to arrive. Sadly it seems to be a bit of a lottery at the moment. During this difficult time, we must advise our customers to allow 14 full working days for their parcels to arrive, it is highly unlikely it will take this long, but this is the length of time we must wait before Royal Mail will consider your parcel lost. After 14 working days have passed, if your order still has not arrived, we will of course ship you out a replacement, no quibbles. We have yet to have a parcel go missing since the start of this outbreak, if your parcel is later than usual please don't panic. Be patient, we understand it's frustrating - we are all in the same boat. Our best advice would be to order in advance and expect a delay. If it arrives sooner than expected, happy days.
My tracking isn't working, can you chase it up?
Tracking numbers, we've had many emails about this over the last few weeks. The tracking numbers that you find in your despatched emails that we send will not update with any information until the parcel arrives. These numbers act as proof of delivery and provide no information regarding delivery windows, date due to arrive etc. It's simply confirmation of delivery with the GPS location of where the item was delivered. Please do not email us asking for tracking updates, we unfortunately have no more information than you guys do. If 14 working days have passed since we shipped your order and it's not arrived, drop us a email via the contact us page and we'll be more than happy to get you a replacement shipped out immediately. 
EU orders
We are continuing to ship to Europe, EU customers must allow up to 30 working days from dispatch for orders to arrive before we can class your parcel as lost in transit. Whilst it is highly unlikely to take this long, this is the time frame set out by our carriers, not us. Thanks for your understanding.

Stock Levels
We ran in to a bit of trouble getting hold of some flavourings a few weeks back but we've immediately placed a second larger order to stock up a little more than usual. Customers are buying more at once and our stock levels are a little up and down, there may be times that products are sold out and be a bit of a wait, but for the most part we seem to be managing to keep up at the moment.

We do not know how easy it will remain to get raw materials over the coming weeks for all our ranges, we hope to not have too much disruption, but it very much depends on the supply chain.

We have low stocks of a few flavours, Jam Roly Poly custard, Generals custard and raspberry revenge - and are having some issues getting some of the materials for these flavours - we will keep you updated.
Contact & Customer service
If your question has not been answered by this post, or on our FAQ page (under information tab on the menu) of course you're welcome to drop us a email. We're always happy to help and genuinely enjoy talking to our customers. 
We hope you all fair well over the coming weeks - please follow the advice and stay safe and well.
Best wishes
Lee and the prime vapes team.