Frequently Asked Questions

How long does shipping take?

Orders typically ship within 1–3 business days. Delivery times vary by location and selected shipping method, but most orders arrive within 3–7 business days.

WhatDo you offer expedited shipping?

No, we do not offer expedited or rushed shipping at this time.

Do you ship internationally?

At this time, we only ship within the United States. 

How can I track my order? 

Once your order ships, you’ll receive an email with a tracking number. You can also log in to your account to view tracking information. 

Why does my order status say “On Hold”? 

The “On Hold” status means your order is currently in our processing queue. Once processing is complete, your order will be shipped within 24 business hours. Please note that our processing and shipping hours are Monday through Friday, 9 AM to 6 PM EST. Orders placed outside of business hours will be processed the next business day. 

What if my package is delayed or lost? 

 If your package is significantly delayed or marked as lost, please contact [email protected] for assistance.

How do I register my Tsunami product for warranty?

Visit https://tsunamipremium.com/warranty-center/ and complete the registration form with your product details and proof of purchase.

What information do I need to register?

The warranty does not cover: 

• Product name and model

• Serial number (if applicable)

• Purchase date

•Proof of purchase (receipt or invoice) 

Is warranty registration required to submit a claim?

Yes. Products purchased from third-party sellers must be registered for warranty within 14 days of purchase to be eligible for warranty support. Products purchased from tsunamipremium.com will automatically be registered for warranty as part of the checkout process.

What does the Tsunami warranty cover?

Our warranty covers manufacturing defects and workmanship issues. It does not cover damage from misuse, water, accidental breakage, normal wear and tear, or unauthorized repairs.

How long is the warranty period?

Most Tsunami products are covered by a 1-year limited warranty from the date of purchase. Please check the product listing or packaging for specific terms.

Are glass parts and accessories covered?

Glass parts, downstems, and percolators are not covered under warranty unless reported damaged within 72 hours of delivery.

How do I submit a warranty claim?

First, you’ll want to be sure your device is registered for the warranty (if not, see Q1). If your device is already registered, then complete the warranty claim form at https://tsunamipremium.com/warranty-claim. Be sure to include photo(s) or video of the device issue.

When will I receive my replacement?

Once your claim is approved and the defective item is received, your replacement will be shipped within 3–5 business days.

What is not covered under warranty?

• Damage from misuse or accidents 

• General wear and tear 

• Lost/missing parts 

• Damage from misuse or neglect

• Glass products after use 

• Batteries unless defective from the start 

• Consumables 

Is there a warranty processing fee? 

 Yes, a $5.00 shipping & handling fee applies to all approved replacements. 

Can I request a specific color for replacement items? 

We do our best to accommodate preferences, but replacements depend on available inventory. 

What is your return policy?

Returns are accepted within 30 days of delivery for purchases made on TsunamiPremium.com Items must be unopened, unused, and in original packaging.

How do I start a return?

Email [email protected] with your order number and reason. We will provide a return authorization if eligible.

What items are non-returnable?  

• Opened vapes, batteries, glassware 

• E-liquids, kratom, herbal blends

• Clearance/final sale items 

My product arrived damaged—what now I Cancel Or Change My Order?

Report any damage within 3 days of delivery with photos. We may issue a replacement or store credit, depending on the situation. 

Can I return a product purchased elsewhere? 

No. Our return policy only covers items purchased directly from TsunamiPremium.com. Please contact the original seller for third-party purchases. 

Customer Support?

Our support team is available: 
Monday–Friday, 10:00 AM – 5:00 PM EST 
(Excluding holidays)