Autoship & Delivery FAQs

Q: How is the autoship schedule determined?

Your first autoship order will be shipped on the date your order is processed. If you order before 1 pm EST, your order will ship the same day. For example, if you place an autoship order and select a one-week schedule on a Monday at 11 am EST, your first order will be shipped that Monday. Your subsequent autoship orders will be shipped each Thursday. ***

Q: How will I be billed for my autoship selections?

You can verify the “Next Processing Date” associated to all items you have selected for auto ship by going to My Account and selecting Auto Shipments. If your credit card cannot be processed (including reasons such as, but not limited to, expired credit card date or change of address), you will be notified via email. You are obligated to provide current, complete, and accurate information for your billing account. You are responsible for promptly updating all information to keep your billing account current, complete, and accurate. You must promptly notify us if your credit card information is cancelled or is no longer valid (e.g., loss or theft). We employ financial institutions, other companies and individuals to perform functions on our behalf and transactions that you request or authorize. Examples include processing payment transactions, verifying identity, and fraud screening. They have access to personal information needed to perform their functions, but may not use it for other purposes.

Q: Can I stop my subscription at any time?

While you can stop your subscription at any time we do not offer refunds on subscriptions. To stop a subscription plan visit our [contact us](https://www.blu.com/en/US/contact-us) page to speak to a customer service representative who can assist you.

Q: What is the backorder policy for the autoship service?

If we have an out-of-stock situation and:***• There is only one product in your autoship order cycle, we will ship that item once it is back in stock on the next Thursday of your order cycle. ***• You are on a 2-week order cycle schedule; we will ship that item once it is back in stock on the next Thursday of your order cycle. ***• You have multiple products in your autoship order, we will only ship the product(s) that is in stock. We will ship any out-of-stock items once they are back in stock on the next Thursday of your order cycle. Out of stock items do not accumulate for any autoship orders that are missed. Once a product is back in stock you will only receive the quantity that you specified in your service preferences in your next expected shipment. ***

Q: How do I cancel my autoship?

If you wish to change your selection of product, frequency of shipment, update your address or edit any other account details, you will need to cancel your current autoship order, and then go to our shop and create a new order with your new preferences. If you still have questions, visit our contact us page or call us at 1-888-207-4588 to speak to customer support. ***

Q: APO/FPO Shipping – APO/FPO Addresses?

***APO/FPO addresses:*** - Armed Forces Europe***- Armed Forces Americas***- Armed Forces Pacific ***Territories:*** - American Samoa***- Federated States of Micronesia***- Guam***- Marshall Islands***- Northern Mariana Islands***- Palau***- Puerto Rico***- U.S. Virgin Islands***

Q: Why am I limited on how much product I can purchase every 30 days?

Consumers can purchase up to 135ml of e-liquid, and 6 blu® or blu PLUS+® devices within a thirty (30) day period. This includes all nicotine and non-nicotine products containing e-liquid. As a helpful reference, we have broken down the purchase limits for each of our products below: Product purchase limit is based on a thirty (30) day timeframe and a 135ml limit: blu Liquidpods (approx. 1.5ml per pod) • 135ml = approx. 90 Liquidpods***• Two Liquidpods are included in each pack with a limit of approximately 45 Liquidpod packs. blu Disposables (approx. 1ml per disposable)***• 135 ml = approx. 135 disposables***• One disposable device is included in each pack with a limit of approximately 135 disposable device packs. blu PLUS+ Tanks (approx. 1ml per tank) ***• 135ml = approx. 135 blu PLUS+ Tanks***• Three (3) tanks are included in each pack with a limit of approximately 45 tank packs. blu Devices (blu, blu PLUS+)***• Six (6) devices***

Q: How is my 30 day order limit calculated

The calculation period is based on a rolling 30 day period from your first purchase. If you are already a frequent buyer on blu.com, the 30 day rolling period will be from your first purchase made after 12/2/2019. Please see an example below. ***Example purchases between 12/5/2019 and 1/6/2020:********** Calculation start point- first purchase made after 12/2/2019. ** Initial 30 day period calculation- the purchase made on 12/5/2019 is no longer part of the rolling 30 day total- This algorithm continues indefinitely. Any order that results in the total rolling 30 day amount exceeding 135ml cannot be completed. If you have any questions on how close you are to your limit or when your 30 day period starts or resets, please contact Customer Service at 1-888-207-4588.

Q: Why was my order put on hold?

The order you are currently trying to place has exceeded the 30 day limit. If you have any questions regarding your order, please contact Customer Service at 1-888-207-4588. All calculations based on blu™ liquidpod packs where 1 pack = 3ml of liquid | Policy Factors | 12/5/2019 | 12/7/2019 | 12/7/2019 | 12/26/2019 |***| ---------- | ---------- | ---------- | ---------- | ---------- |***| Liquidpod packs purchased | 10 | 4 | 5 | 4 |***| Total liquid (in ml) purchased | 30 | 12 | 15 | 12 |***| Rolling 30 day total (in ml) | 30* | 42 | 57 | 69 |***| Maximum ml available to purchase is 135 - Total purchased ml <30days | 105 | 93 | 78 | 66 |***

Q: How will my Autoship orders be affected by the 30 day purchase limit?

If you have any questions on how close you are to your limit or when your 30-day period starts or resets, please contact Customer Service at 1-888-207-4588.***