Delivery, Liability, and Package Protection Policy

Part I: Delivery, Liability, and Package Protection

Pursuant to regulatory mandates governing the distribution of vapor products, all deliveries necessitate an adult signature for receipt. This requirement serves as a primary mechanism for age verification and legal compliance. To ensure the integrity of our fulfillment process, each order undergoes meticulous inspection prior to and during shipment, with comprehensive documentary evidence retained.

Notwithstanding our commitment to rigorous quality control, SuorinUSA hereby disclaims liability for the following circumstances unless the customer has elected to purchase MVI Package Protection at the point of sale:

Loss Due to Theft After Delivery

Once delivery is confirmed, responsibility for securing the package rests solely with the recipient. SuorinUSA is not liable for theft occurring after delivery unless MVI Package Protection has been purchased. In such cases, claims may be submitted in accordance with applicable claim procedures.

Damage Incurred During Transit

While reputable carriers are utilized, SuorinUSA is not responsible for damage occurring during shipment unless MVI Package Protection has been purchased. Customers with coverage may submit claims pursuant to MVI’s policies and documentation requirements.

Delivery Redirection or Return to Sender

Customers are responsible for monitoring their shipment tracking information. Carriers will make a maximum of two delivery attempts. Failure to receive the package within this timeframe will result in return to sender. Any subsequent reshipment will incur additional charges payable by the customer. MVI Package Protection does not cover re-delivery or return-to-sender fees.

Unauthorized Delivery Modifications

Customers are expressly prohibited from independently altering delivery instructions by contacting the carrier directly. Such actions may result in delivery delays, misrouting, or failed delivery, for which SuorinUSA assumes no responsibility.

All delivery-related inquiries must be submitted via text message to 949-590-8528. This number is reserved exclusively for active delivery-related matters. Non-pertinent communications will not be addressed. This line accepts text messages ONLY.

Cancellations and Refunds

In the event of order cancellation or refund requests, regardless of cause, all shipping fees are non-refundable. A 25% restocking fee will apply to all eligible returns.

MVI Package Protection

SuorinUSA offers customers the option to purchase MVI Package Protection at checkout. This service provides coverage for qualifying lost, stolen, or damaged packages, subject to the applicable terms and conditions.

The purchase of MVI Package Protection does not waive or replace the adult signature requirement.

All claims submitted under MVI Package Protection must adhere to established claim procedures, documentation standards, and eligibility requirements.

For all non-delivery-related inquiries, please contact:
help@suorinusa.com

Part II: Package Handling and Coverage Scope

MVI Package Protection is intended to provide coverage for qualifying incidents involving:

• Loss during transit
• Theft following confirmed delivery
• Damage sustained during shipment

Coverage is limited to incidents occurring within the standard delivery process and is subject to verification and approval.

Exclusions and Limitations

MVI Package Protection does not cover the following:

• Losses resulting from customer errors, including incorrect or incomplete shipping addresses entered at checkout
• Manufacturing defects, product malfunctions, or quality-related issues (these must be addressed directly with the manufacturer)
• Delivery redirection fees
• Return-to-sender (RTS) fees
• Reshipment or re-delivery charges
• Failures resulting from missed delivery attempts
• Delays or losses caused by unauthorized delivery modifications

If an order is marked as delivered and includes a confirmed adult signature, any reported non-receipt will require additional investigation. Claim approval in such cases is subject to verification with the carrier and supporting documentation and is not guaranteed.

All claims are reviewed on a case-by-case basis and must meet documentation and eligibility standards.

Claim Submission Timeline

All MVI Package Protection claims must be submitted within 30 days of the original order date.

Claims submitted outside of this timeframe may be denied.

MVI Package Protection Claim Submission

Customers seeking to file a claim under MVI Package Protection must submit their request via email.

All claims must be sent to:

help@suorinusa.com

The following information is required for claim consideration:

• Order number
• First and last name
  
• Phone number
  
• Email address used on the order
  
• Issue type and detailed explanation of the claim
  
• Supporting evidence, including photos, screenshots, or relevant documentation

All supporting materials must be attached directly to the email.

Incomplete submissions may delay processing or result in claim denial.

Claim Resolution and Fulfillment

If a claim is approved, SuorinUSA will reship the original item(s) purchased.

Substitutions will only be offered if the originally ordered item is out of stock.

In the event that an item is unavailable, the customer will be contacted to select an alternative product or to receive a refund for the affected item(s).

Fraud and Abuse Prevention

All MVI Package Protection claims are subject to verification and review.

SuorinUSA reserves the right to deny, limit, or revoke coverage in cases involving suspected fraud, misrepresentation, abuse, or repeated unsupported claims.

This includes, but is not limited to:

• Submission of false, misleading, or incomplete information
  
• Altered or fabricated documentation or images
  
• Claims inconsistent with carrier records
  
• Multiple claims associated with the same customer, address, or account
  
• Attempts to obtain compensation for ineligible or excluded events

SuorinUSA may request additional documentation or confirmation from the customer or carrier as part of the verification process.

Providing inaccurate or deceptive information may result in claim denial and disqualification from future coverage.

SuorinUSA may share relevant claim information with carriers and payment processors for verification purposes.

Repeat Claim Review Policy

To maintain fair and sustainable coverage for all customers, SuorinUSA monitors claim activity for recurring patterns.

Customers who submit multiple MVI Package Protection claims within a defined period may be subject to enhanced review.

• Enhanced review may include:
• Additional verification requirements
• Extended processing timelines
• Temporary suspension of coverage eligibility
• Limitation of future claim approvals

Repeat claims do not guarantee approval. Each submission is evaluated independently based on available evidence and carrier confirmation.

SuorinUSA reserves the right to restrict access to MVI Package Protection for accounts exhibiting excessive or abnormal claim activity.

Coverage eligibility is determined at SuorinUSA’s sole discretion.