FAQ
What do I do if my package is damaged?
Please be sure to check the condition of your package before it is accepted.
If the package appears damaged upon delivery, please do not accept it, hand it back to the carrier so it is returned to us. If you discover that your package is damaged after it is delivered, please contact the KYLÉ Support.
What if my package has missing items from the order?
Should you find items missing from your package, we encourage you to first check the order receipt that is emailed to you or you can easily view it within My Account.
Orders may be shipped in separate packages in which you will receive a tracking number for each package.
Having issue with KYLÉ Age Verification check?
Our commitment to preventing illegal sales to minors involves a 21+ Age Verification upon checkout for all purchases.
Upon your first attempt, SSN is not required for age verification, but, providing your SSN will increase the chance of allocating your data when processing age verification. Your SSN and personal data will NOT be stored on our site.
There is no alternative option to make a purchase if you cannot pass the age verification.
*NOTE: If you have a question with age verification, please include your Full Name, Address, and Day of Birth in the support email.
I did not pass the age verification on your website but I am over 21, what should I do?
Please make sure you have entered your most current information in the age verification form, if you have recently moved please try to use your old address.
There is no alternative option to make a purchase if you cannot pass the age verification.
*NOTE: If you have a question with age verification, please include your Full Name, Address, and Day of Birth in the support email.
No shipping method has been selected. What should I do?
In compliance with Federal rule, all U.S. sales are blocked until further notices.
*NOTE: Shipping to following international countries are currently not supported at KYLÉ site:
Brazil, Canada, China, Egypt, Hong Kong, Japan, North Korea, Singapore, South Korea, and Turkey.
If you still experiencing shipping issue, before contacting out support please add the product into your cart and save your address in My Account.
How long will it take for my order to be delivered?
Shipment processing time: 1-2 Business days
Our standard shipping method is USPS for Domestic, we ship Monday – Friday.
Due to compliance with the PACT ACT (The Preventing Online Sales of E-Cigarettes to Children Act).
Recipients of all vape
How can I track my order?
Once your order is shipped, you will receive a shipping confirmation email with a your tracking number.
Please expect 24 business hours before receiving your tracking details.
How to reset account password.
If you are logging please visit My Account Page to change your password.
If you are not logging please visit Forgot Password to reset your password.
Having Technical issue with using the KYLÉ site.
Please clear your browser cache then refresh the page to see if the issue has being resolved.
*NOTE: If you still having an issue using KYLÉ site, please contact our support and describe the issue in detail.