FAQs

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Find answers to all of your questions in one convenient place.

Getting Started

How do I log in to my account?

Simply click the "Log In" or Account icon in the top right corner (or select Account > Log in on mobile). Enter your email address and click Continue. You'll receive a 6-digit code via email from the site - enter this code to log in. The code is valid for only a few minutes, so use it quickly. Once logged in, click "Shop" to start browsing.

I don't have an account yet. How do I register?

Contact our team at customerservices@fasttrakltd.co.uk or call 0161 945 7238 to set up your wholesale account.

Why can't I see prices or place orders?

You need to be logged in with an approved wholesale account to view prices and place orders. If you're having trouble accessing your account, contact our team for assistance.

Orders & Delivery

How much is delivery?

We offer FREE delivery on orders over £250+VAT. For orders under this amount, standard delivery charges apply of £6.50+VAT.

What are the delivery timescales?

We offer same day dispatch for orders placed before 4:30pm. If you order by 4:30pm on Friday, you can receive Saturday delivery (where available). Standard delivery times vary by location - you'll see estimated delivery dates during checkout.

How do I track my order?

Once logged in, go to your Account dashboard and click "Orders" to view your order history. Find the order you want to track and check its status. If your order has shipped, you'll see tracking information and can click for more details on the shipment.

Payments & Checkout

How do I checkout & pay?

Browse our shop and add all required products to your cart.

  1. Click the cart icon to view your cart. If you're ready to checkout now, simply click the checkout button.
  2. If you need more time, or want to add to your order later, click the 'save cart' button and give the saved cart a name. You'll be able to come back to this at any point and edit as required before checking out.
  3. Your delivery address should be pre-filled. If there are any errors with this, please contact us before checking out to avoid any failed delivery attempts.
  4. The order will then be added to your Fast Trak account and payment will be processed in the usual way just like any other Fast Trak order.

Please note orders placed on the website will be delivered separately to any other Fast Trak orders placed.

You'll receive an order confirmation page and email. You can also view all of your past orders from your account area.

My account is on hold - what does this mean?

An account hold typically means there are overdue invoices on your account that need to be resolved before you can place new orders. This is a standard procedure to ensure all accounts remain current with their payment terms.

To resolve an account hold:

  • Contact our customer service team immediately at customerservices@fasttrakltd.co.uk or call 0161 945 7238
  • Check your orders hub for any outstanding invoices
  • Once payment is processed, your account will be reactivated promptly

We understand that payment issues can sometimes occur, and our team is here to help get your account back to normal trading status as quickly as possible. Don't hesitate to reach out - we're committed to supporting your business.

Account Management

How do I edit my account details or delivery address?

Your account details and addresses on fasttrakvape.co.uk are tied to your Fast Trak account and can not be edited online. Should you need to make any changes to your details, please contact us on 0161 945 7238 and we will make any required changes for you.

Note: Address changes only apply to future orders

Product Information & Compliance

What products do you stock?

We specialise in smoking alternative products including:

  • 600 Puff Rechargeable Vapes
  • Legal Big Puff devices
  • E-liquids
  • Nicotine Pouches
  • Popular brands like ELFBar, SKE, IVG, Lost Mary, PIXL, and Velo

Are all the products available Post 1st June Disposable Vape Ban compliant?

Yes, absolutely. All products available from Fast Trak are fully compliant with the new regulations that came into effect on 1st June 2025. We've carefully curated our range to ensure every item meets the latest UK compliance standards for smoking alternative products.

I used to buy disposables - what products have replaced the most popular disposables?

We've identified compliant alternatives to the most popular disposable brands. Our range includes 600 puff rechargeable devices and legal big puff alternatives that deliver similar experiences to the products your customers loved. Visit our Compliant 600 Products page today. Our team can provide specific product recommendations based on your previous bestsellers and help with transition planning.

Have all the products been independently tested?

Yes, we've independently tested and approved over 1,000 SKUs before they reach stores. Our rigorous testing process includes safety assessments, compliance verification, and quality control measures.

Nicotine Pouches

What are nicotine pouches?

Nicotine pouches are small, discreet pouches containing nicotine that are placed between the lip and gum. They're tobacco-free, smoke-free, and vapour-free, making them a popular alternative for consumers seeking nicotine without traditional smoking or vaping. They come in various flavours and nicotine strengths.

Are nicotine pouches growing in the UK with UK consumers?

Yes, nicotine pouches are experiencing significant growth in the UK market. They're becoming increasingly popular as consumers look for discreet, convenient alternatives to traditional smoking and vaping products. The category is showing strong consumer adoption and represents an excellent growth opportunity for retailers.

Should I make space for nicotine pouches?

Absolutely. Given the rapid growth in consumer demand and the regulatory changes affecting other smoking alternatives, nicotine pouches represent a valuable category expansion opportunity. They offer high margins, strong consumer interest, and complement your existing smoking alternatives range. Our team can help you optimise space allocation and merchandising for maximum profitability.

Merchandising & Display Solutions

Do you provide help with merchandising?

Yes! As part of Fast Trak's comprehensive service, we offer complete fixturing solutions and merchandising support designed specifically for the smoking alternatives category. Our team helps optimise your store layout to maximise sales while ensuring compliance. Contact our team for merchandising support.

Do you provide Point of Sale materials?

Yes, we provide Point of Sale materials as part of our category management support. Contact our customer service team to discuss available POS materials for your store.

Do you do Counter Top Units?

Yes, we provide counter top units as part of our comprehensive fixture solutions. These are designed specifically for smoking alternative products and help maximise impulse purchases while ensuring compliance with display regulations. Contact our team to discuss available counter top options for your store layout.

Do you have any tips for merchandising?

We can offer tailored advice on:

  • Optimal product placement for maximum visibility and sales
  • Compliance-friendly display solutions
  • Category layout recommendations
  • Seasonal merchandising strategies
  • Cross-merchandising opportunities with nicotine pouches

Our team provides hands-on support to help optimise your smoking alternatives section. Contact or team or your BDM for a merchandising consultation tailored to your store.

Technical Support

I'm having trouble with the website. Who can help?

For technical issues with the website, contact our customer service team: