Questions about your order
Dear customer,
before you send a request, please take a look if there's faster solution for you in this FAQ:
Age verification
The Age verification doesn't work. What can i do?
The advantage of the "direct verification" is, that you can order directly. If the offered methods with Schufa Q-Bit Check OR ID Card Number won't work for you personally or technically, you also have the possibility to send a copy of your ID Card or some other valid document (Car Licence, Passport).
Therefore you scan or photograph your valid ID Card/Passport. Please black out non-relevant data. We only need these information
- Your name / prename
- Your adress
- Your birthday
Please send the copy of your ID card to info@surmount.de
Also make sure to register in our shop! We can only unlock you, if you have a customer account in our shop.
As soon as we confirmed your age verification by mail (during office hours this is a matter of minutes), you can order normally. Now and in the future.
We will delete / destroy the copy of your ID Card right after the activation.
Read more about the age verification with Surmount here:
--> Age check and shipping [Link]
The advantage of the "direct verification" is, that you can order directly. If the offered methods with Schufa Q-Bit Check OR ID Card Number won't work for you personally or technically, you also have the possibility to send a copy of your ID Card or some other valid document (Car Licence, Passport).
Therefore you scan or photograph your valid ID Card/Passport. Please black out non-relevant data. We only need these information
- Your name / prename
- Your adress
- Your birthday
Please send the copy of your ID card to info@surmount.de
Also make sure to register in our shop! We can only unlock you, if you have a customer account in our shop.
As soon as we confirmed your age verification by mail (during office hours this is a matter of minutes), you can order normally. Now and in the future.
We will delete / destroy the copy of your ID Card right after the activation.
Read more about the age verification with Surmount here:
--> Age check and shipping [Link]
Welcome-Discount
Where can I see, if the Welcome-Discount was granted?
The Welcome-Discount of 10% on all Liquids is automatically being granted to you when submitting the order. Probably you will not see it in the basket, but later on the submitting page of your order. The Liquid prices should show a 10% discount.
In some cases problems might appear. When you feel, that the Welcome-Discount was wrongfully not granted and is not being displayed, leave us a message in the order comment at the end of the order process, that the Welcome-Discount is missing. We will take care of that and modify the order by your request. If you already have payed the order, we will instead charge your customer account with the value in question.
The Welcome-Discount of 10% on all Liquids is automatically being granted to you when submitting the order. Probably you will not see it in the basket, but later on the submitting page of your order. The Liquid prices should show a 10% discount.
In some cases problems might appear. When you feel, that the Welcome-Discount was wrongfully not granted and is not being displayed, leave us a message in the order comment at the end of the order process, that the Welcome-Discount is missing. We will take care of that and modify the order by your request. If you already have payed the order, we will instead charge your customer account with the value in question.
Loyality Discount
Loyality Discount? When and how can I get it?
At Surmount, you are collecting bonus points with every shipped order. With those, you get a Loyality Discount for every seventh order in form of a coupon code of 15% on all liquids avaliable.
The shipping of the coupon code is being performed by e-mail (mostly on fridays). You don't have to register for the bonus program, we are collecting the points for you :) When receiving a coupon code, you can submit it in the shop's basket for one follow-up order.
The coupon code is NOT personalized (so you can also give it away) and unlimited in time. Yet is is only cashable once.
At Surmount, you are collecting bonus points with every shipped order. With those, you get a Loyality Discount for every seventh order in form of a coupon code of 15% on all liquids avaliable.
The shipping of the coupon code is being performed by e-mail (mostly on fridays). You don't have to register for the bonus program, we are collecting the points for you :) When receiving a coupon code, you can submit it in the shop's basket for one follow-up order.
The coupon code is NOT personalized (so you can also give it away) and unlimited in time. Yet is is only cashable once.
Shake & Vape
What is Shake & Vape and how does it work?
Liquids with max. 20mg/ml nicotine may be sold by law only in max. 10ml containers.
The Surmount Shake & Vape Set contains Liquid without nicotine in a large bottle together with two small bottles containing nicotine. These highly concentrated "nicotine shots" are mixed into the nicotine-free liquid and the result is 60ml liquid with nicotine in a lower (desired) dosage.
If you have nicotine shots or base liquid yourself, you can use the Shake & Vape version without shots (40ml liquid in 60ml bottle).
Usage:
Liquids with max. 20mg/ml nicotine may be sold by law only in max. 10ml containers.
The Surmount Shake & Vape Set contains Liquid without nicotine in a large bottle together with two small bottles containing nicotine. These highly concentrated "nicotine shots" are mixed into the nicotine-free liquid and the result is 60ml liquid with nicotine in a lower (desired) dosage.
If you have nicotine shots or base liquid yourself, you can use the Shake & Vape version without shots (40ml liquid in 60ml bottle).
Usage:
- unscrew the large bottle and remove the filling tip
Tip: with a pointed object the transparent lid can be levered out completely at the filling hole - empty both small bottles into the opening of the large bottle
Tip: The filling tips of the small bottles can be levered off with the help of the bottle cap. Unscrew, put the cap on at an angle and bend it to the side. - put the filling tip back on the big bottle
- screw the cap on and shake the bottle firmly
- fill your tank, vape, enjoy
Order didn't arrive yet
You already got the delivery cornfirmation by mail? Then the delivery has left our house in any case. As long as we have received the money for the order, we ship as soon as possible.
Unfortunally we don't have any influence on the shipping time of the delivery company. We have to ask you to wait for 7 working days (without weekends) nationally and 10 working days internationally before you send a request. This is due to the delivery company. We cannot handle things with them before this deadline.
If there's still no delivery after the deadline, please contact us [Link]. We will be glad to help you out fast.
Unfortunally we don't have any influence on the shipping time of the delivery company. We have to ask you to wait for 7 working days (without weekends) nationally and 10 working days internationally before you send a request. This is due to the delivery company. We cannot handle things with them before this deadline.
If there's still no delivery after the deadline, please contact us [Link]. We will be glad to help you out fast.
Item is broke
An ordered item doesn't work (anymore)
Please take a look on the product page, maybe you can find a video instruction for the product at youtube too. Be sure to follow the steps in the instructions.
Further help is being granted in our Beginner informations & FAQ [Link]
If the item still doesn't work, please contact us [Link].
The guarantee period for E-Cigarettes and accessories is 6 months from delivery date.
In case of a return requested by Surmount or the customer, the shipping will go to the following adress:
Surmount
Berliner Str. 1
04105 - Leipzig
Germany
The returning shipping costs will be taken into account on you personal account in the shop. This credit you may add for a next order.
Please note the following:
- before you consider a return, a consultation with us [Link] is mandatory
- Liquids cannot be exchanged or taken back, as those are hygiene articles
- always put an error descrition in a return shipment.
Please take a look on the product page, maybe you can find a video instruction for the product at youtube too. Be sure to follow the steps in the instructions.
Further help is being granted in our Beginner informations & FAQ [Link]
If the item still doesn't work, please contact us [Link].
The guarantee period for E-Cigarettes and accessories is 6 months from delivery date.
In case of a return requested by Surmount or the customer, the shipping will go to the following adress:
Surmount
Berliner Str. 1
04105 - Leipzig
Germany
The returning shipping costs will be taken into account on you personal account in the shop. This credit you may add for a next order.
Please note the following:
- before you consider a return, a consultation with us [Link] is mandatory
- Liquids cannot be exchanged or taken back, as those are hygiene articles
- always put an error descrition in a return shipment.
Wrong payment method / payment failed
The payment failed / I selected the wrong payment method
You can always review your orders in your personal account and pay the order with your selected payment method.
It's also possible to change the payment method to what you think is better. To do that, just contact us.
Independently from the chosen payment method you can always transfer the money via bank. Don't forget to name the order number in the transfer:
Name: Surmount
Bank: GLS
Account no.: 1214193500
Bank code: 43060967
BIC: GENODEM1GLS
IBAN: DE09430609671214193500
Reference: (your order number)
For manual Paypal-payments you can also login to Paypal and use the -Send money-button. There you enter our Paypal-Recipientadress paypal@surmount.de and place the amount as well as your order number.
You can always review your orders in your personal account and pay the order with your selected payment method.
It's also possible to change the payment method to what you think is better. To do that, just contact us.
Independently from the chosen payment method you can always transfer the money via bank. Don't forget to name the order number in the transfer:
Name: Surmount
Bank: GLS
Account no.: 1214193500
Bank code: 43060967
BIC: GENODEM1GLS
IBAN: DE09430609671214193500
Reference: (your order number)
For manual Paypal-payments you can also login to Paypal and use the -Send money-button. There you enter our Paypal-Recipientadress paypal@surmount.de and place the amount as well as your order number.
Wrong / missing item
An ordered item is missing / is the wrong one
Please contact us [Link] about this. Upon consultation missing items are being reshipped and wrong items exchanged.
In case of a return requested by Surmount or the customer, the shipping will go to the following adress:
Surmount
Berliner Str. 1
04105 - Leipzig
Germany
The returning shipping costs will be taken into account on you personal account in the shop. This credit you may add for a next order.
Please note the following:
- before you consider a return, a consultation with us is mandatory
- Liquids cannot be exchanged or taken back, as those are hygiene articles
- always put an error descrition in a return shipment
Please contact us [Link] about this. Upon consultation missing items are being reshipped and wrong items exchanged.
In case of a return requested by Surmount or the customer, the shipping will go to the following adress:
Surmount
Berliner Str. 1
04105 - Leipzig
Germany
The returning shipping costs will be taken into account on you personal account in the shop. This credit you may add for a next order.
Please note the following:
- before you consider a return, a consultation with us is mandatory
- Liquids cannot be exchanged or taken back, as those are hygiene articles
- always put an error descrition in a return shipment
Order and shipment confirmation missing
I didn't receive a shipment confirmation / where shall I transfer the money to?
Please check you Email's spam folder first. Also check your registered E-Mail adress in your personal account and correct it if incorrect.
Our bank details you can find here:
Name: Surmount
Bank: GLS
IBAN: DE09430609671214193500
BIC: GENODEM1GLS
Account.: 1214193500
Bank Code: 43060967
Reference: (Your order number)
Please check you Email's spam folder first. Also check your registered E-Mail adress in your personal account and correct it if incorrect.
Our bank details you can find here:
Name: Surmount
Bank: GLS
IBAN: DE09430609671214193500
BIC: GENODEM1GLS
Account.: 1214193500
Bank Code: 43060967
Reference: (Your order number)
Order mistake / forgot an item
I made a mistake in the order / forgot something. Can you modify the order or do I have to place a new order?
Please contact us [Link] with the details. Already submitted orders can be modified in most cases.
Please contact us [Link] with the details. Already submitted orders can be modified in most cases.
No delivery despite payment
I transferred money a long time ago, nothing happened since then.
Incoming bank transfers are being synchronized daily and automatically by Surmount. Thus 99% of all transfers are being processed. If your order is not marked as -payed-, please examine your bank slip for errors and contact us [Link], if you have further questions.
Incoming bank transfers are being synchronized daily and automatically by Surmount. Thus 99% of all transfers are being processed. If your order is not marked as -payed-, please examine your bank slip for errors and contact us [Link], if you have further questions.
Cash on delivery / bank slip
Do you offer cash on delivery or credit card payment? / Can I send the bank slip for faster processing?
We do not offer cash on delivery or credit card payment. We only accept EC and credit cards for the delivery option "Take-away". Also we cannot offer processing the order without receiving the money before. For instant payment "Sofortüberweisung" (Direct e-Banking) and "Paypal" are useful.
We do not offer cash on delivery or credit card payment. We only accept EC and credit cards for the delivery option "Take-away". Also we cannot offer processing the order without receiving the money before. For instant payment "Sofortüberweisung" (Direct e-Banking) and "Paypal" are useful.
DHL Packing Stations
Do you also ship to DHL Packing Stations?
Yes, we deliver to DHL Packing Stations.
Please submit your info as following:
Street: "Packstation"
House Number: 123 (Packing Station number)
Additional adress data: 12345678 (Postal number)
Yes, we deliver to DHL Packing Stations.
Please submit your info as following:
Street: "Packstation"
House Number: 123 (Packing Station number)
Additional adress data: 12345678 (Postal number)
Picking up my order locally
Can I pick up the order locally? Do you have a shop?
Yes, we got a small vapor's lounge an pick up service in Leipzig. Visit us, try tasty liquids that you still didn't know, have a chat with us and check out our hardware assortment.
Find us here:
Surmount Liquids
Berliner Str. 1
04105 Leipzig
Open:
Mo - Fr from 10:00 - 19:00
Sa from 12:00 - 18:00
More info on our vapor's lounge you can get here:
--> Liquids und E-Zigaretten in Leipzig [Link]
Yes, we got a small vapor's lounge an pick up service in Leipzig. Visit us, try tasty liquids that you still didn't know, have a chat with us and check out our hardware assortment.
Find us here:
Surmount Liquids
Berliner Str. 1
04105 Leipzig
Open:
Mo - Fr from 10:00 - 19:00
Sa from 12:00 - 18:00
More info on our vapor's lounge you can get here:
--> Liquids und E-Zigaretten in Leipzig [Link]
Tracking-ID
Where can I find the delivery's Tracking-ID?
Registered Letters and Parcels are being equipped with a Tracking-ID and can be traced online after 24 hours of the shipping note. You can find the Tracking-ID and Trackinglink at the bottom of the Surmount shipping mail.
Registered Letters and Parcels are being equipped with a Tracking-ID and can be traced online after 24 hours of the shipping note. You can find the Tracking-ID and Trackinglink at the bottom of the Surmount shipping mail.
Liquid color / taste
The liquids differ in colour or taste different than expected
The storing time, the flavouring and the nicotin dose used in a Liquid has an effect on the colour of the product. By time many of our Liquids will get a darker colour. This is an indication on the steeping process of a fresh bottling which can be considered absolutely harmless. The longer Liquids are being stored the more intense they taste.
If you got two different colourings of the very same product, it is due to the different storing time.
For further information please read here:
E-Liquid information [Link]
The storing time, the flavouring and the nicotin dose used in a Liquid has an effect on the colour of the product. By time many of our Liquids will get a darker colour. This is an indication on the steeping process of a fresh bottling which can be considered absolutely harmless. The longer Liquids are being stored the more intense they taste.
If you got two different colourings of the very same product, it is due to the different storing time.
For further information please read here:
E-Liquid information [Link]
Distributor & Reseller Access
We are happy to supply large and small vape shops, online and offline. Please register here [Link] as a shop owner and request a free tester box.
Selling concentrated flavors
Is it possible to buy the pure flavours / aroma from you?
Sorry, but no.
Sorry, but no.
Further vaping infos
I have further questions about vaping and vaping devices.
Please consult our Beginner Informations and FAQ [Link], or just write a request in our contact form [Link]
VdeH [PDF Link]
Detailed fact collection of the VdeH for vaping
www.vapers.guru [Link]
Vapers Guru - investigative blog about vaping
ezigarettenleben.de [Link]
Ezigaretteleben - A compact summary of facts about vaping
Please consult our Beginner Informations and FAQ [Link], or just write a request in our contact form [Link]
VdeH [PDF Link]
Detailed fact collection of the VdeH for vaping
www.vapers.guru [Link]
Vapers Guru - investigative blog about vaping
ezigarettenleben.de [Link]
Ezigaretteleben - A compact summary of facts about vaping