Pax Customer Support

Orders & Returns

How soon can I get my order?

Our free shipping methods use USPS Priority for US orders and Canada Post for Canada orders. Both methods have a standard delivery estimate of 3-7 days. Depending on your location, we offer 2nd day and overnight shipment options at check-out for an additional cost.

USPS Priority may be delivered on Saturdays. All other methods are delivered Monday through Friday by the close of business day.

*Successful Age Verification will ensure timely processing and shipment of your order.

*Delivery dates on our website are estimates provided by the courier and may be affected by weather, national holidays, and some geographic locations.

Can I change items in an existing order?

Once an order has been placed, we can not make any additions, subtractions, or substitutions. If you no longer want the exact items on your order, please contact support to request a cancelation.

How will I know you've received my order and when will you charge my credit card?

A confirmation number will be shown as soon as your order is completed. You’ll simultaneously receive an email confirming that we've received your order. Your credit card will be charged when your order is submitted. A second email will be sent when your order ships.

My card was charged multiple times. What do I do?

Declined transactions may appear on your billing statement as pending transactions. Within 5 business days, your bank will remove these pending transactions from your account. Because the transactions were declined, they will never be posted or permanently charged to your account. Unfortunately, during that time that the bank is processing the pending transactions, those charges will be deducted from your account balance. These funds are not being held by Pax Labs, Inc. and the pending status will be removed only by your bank.

Why was my card charged if I did not receive an order confirmation?

If you did not see a confirmation number at the end of the checkout process, an order was not completed. Declined transactions may appear on your billing statement as pending transactions. Within 5 business days, your bank will remove these pending transactions from your account.

Because the transactions were declined, they will never be posted or permanently charged to your account. Unfortunately, during that time that the bank is processing the pending transactions, those charges will be deducted from your account balance. These funds are not being held by PAX and the pending status will be removed only by your bank.

Can I return an item for a refund? How?

Please carefully research the product you are interested in before purchasing. Refunds are only available for new and unused devices purchased within 14 days on pax.com. If the tamper proof seal is broken a refund cannot be honored. Devices purchased through an authorized PAX retailer cannot be refunded by PAX Labs. Contact us at pax.com/support to receive a return authorization and shipping instructions.

Is Age Verification required?

We've partnered with Veratad Technologies, an industry leading age verification service. The information you provide during check out on PAXvapor.com is used by Veratad to complete a public records search, only reporting back whether or not you are of age to purchase our products. If the system cannot immediately verify your age, you may be required to upload a photo I.D. Your order will temporarily be placed on hold until an agent can review your I.D and order information.

Veratad's Age Verification service can be accessed from your PAX Labs account dashboard. Providing false information may constitute a violation of the law.

For more, please see our privacy policy.

What is I Heart Jane?

We've partnered with I Heart Jane to make it easy to find and reserve Era Pods in your area. To get started, visit our Pod Locator to create an I Heart Jane account. Reservations placed through the Pod Locator are processed by I Heart Jane, and are completely separate from your PAX.com account. You may be required to provide additional information to complete your reservation.

Do I have to verify my age again with I Heart Jane?

Era Pod reservations placed through the Pod Locator are processed by I Heart Jane, and are completely separate from your PAX.com account. You may be required to provide additional information to complete your reservation. If you have questions or need assistance please contact: support@iheartjane.com.

Where is my Era Pod reservation?

Era Pod reservations placed through the Pod Locator are processed by I Heart Jane, and are completely separate from your PAX.com account. If you have questions or need assistance with your reservation, contact support@iheartjane.com.

Why can't I find the pod I'm looking for?

Although pod selection is updated regularly, this is ultimately beyond our control. If you have questions or concerns about a product you are looking for, contact: info@iheartjane.com

What's the difference between the I Heart Jane service and PAX's Store Locator?

The PAX Store Locator is a tool to help customers locate retailers near them that sell PAX devices. With I Heart Jane's service you can look up and find Era Pods and information about specific pods near you. Using I Heart Jane will allow you to reserve Era Pods through their service, which you cannot do through the PAX (device) Store locator.

Please note that to fully utilize I Heart Jane's reservation service you'll need to create an I Heart Jane account, separate from any PAX Account you may already have.

Can I use a PAX Coupon with I Heart Jane?

Unfortunately not. PAX Coupons are only valid for purchases made directly on PAX.com. I Heart Jane is a separate third party service.