COVID-19 Updates - Important Info

This page will be updated with the most recent changes regarding MFS operations as it relates to the COVID-19 Pandemic.  It will include important information for our customers that may affect the service they receive, shipment delivery times, order limitations, etc.

 

Minimum Basic Operations

Beginning Wednesday, March 25th at 5pm Eastern, MFS transitioned to a Minimum Basic Operation plan in order to help keep our employees and community safe. This plan includes limited hours of operation, reduced and/or staggered work shifts, and reduced services. For our customers, this will likely mean delays/limited fulfillment of orders and limited customer service in the coming weeks. Occasionally, this may mean that your order placed before 3pm Eastern using standard shipping or 5pm Eastern using FedEx Overnight or Express 2-day may not ship the same day.  We apologize for the inconvenience and appreciate your patience during this time.

Please do your best to stay safe as well! Sanitation is key to limiting the spread of the virus, and keeping your vaping products clean is among one of the best practices you can incorporate in addition to regular hand washing and social distancing.

 

Out of Stock items and Maximum Order Quantities

We are working hard to replace our inventory of out of stock items so that we can continue to provide you with the products that you need.  During this difficult time, many businesses, including MFS, are not working at full capacity and are therefore delayed/limited in production.  We promise that we are doing everything we can to keep popular items in stock and replace deplenished inventory as quickly as possible.  In the meantime, we have implemented maximum order quantities on a few of our most popular items in order to ensure more customers have the opportunity to purchase these hard to find products.

 

In-Store Pickup and Customer Service

In an effort to limit the spread of the virus as much as we possibly can, our facilities are currently closed to the public and we are not allowing orders to be placed for in-store pickup.  Customers requiring personalized service or recommendations are encouraged to contact us via email at support@myfreedomsmokes.com or by phone at 704-545-7175.  Our customer service representatives are generally available between 9am-5pm Eastern each day and are working hard to help every customer that they can, but we do ask for you patience as we are experiencing a heavy volume of customer requests during this time.

 

Shipping to Australia

Due to Covid-19 Restrictions implemented by Australia, we are currently unable to ship to this country. USPS and many other shipping providers necessitate a signature required delivery for international shipments to addresses in this region.  Australia recently implemented a ban on all signature required deliveries in order to limit the spread of the virus and USPS has been unable/unwilling to temporarily waive this requirement for their shipments.  We are hoping that they are able to work something out quickly so that we can resume servicing our customers in this region.

 

USPS Shipping Delays and Guaranteed Delivery Times

On Friday April 17th 2020 USPS announced that due to the COVID-19 pandemic’s effect on transportation availability, some services will experience delays beginning April 17, 2020. Below is what you need to know.

• USPS Priority Mail Express: This service will not experience any delays at this time.
• USPS Priority Mail: Local 1-day delivery will not experience delays. However, the 2-3 day delivery window will now be extended to 3-4 days. 
• USPS First-Class Package Service: 2-3 day delivery windows will be extended to 3-4 day delivery windows. 

USPS will still do its best to deliver packages as quickly as possible. They will continue to update their COVID-19 FAQ page as more information becomes available for all of their domestic and international shipping partners. For the most up-to-date information around USPS service changes, please refer to their website directly.

 

FedEx Shipping Delays and Guaranteed Delivery Times

• FedEx has suspended their money-back guarantee for all FedEx Express, FedEx Ground, FedEx Freight and FedEx Office services effective immediately until further notice.
• They’ve suspended Signature Required for most shipments.

For the most up-to-date information regarding FedEx service changes, please check here:  Coronavirus | FedEx

 

NY Vape Tax

This isn't specifically related to COVID-19, but it is a recent change to our website and the way we do business with some customers.  As of December 1st, 2019 the state of NY implemented a 20% tax on all vapor products.  We have recently added this tax to our site for all customers shipping their order to an address within the state of NY.  For more information regarding Vape taxes/bans implemented across the country please click here:  Vape Tax and Ban Info