When I reached a juul representative, I was told that where I live does not allow for shipping. As in my state. I live in Indiana. Im not sure why they cant ship to me. So they could do nothing about my purchase being replaced or even send me coupons. I have been a faithful juul customer for years and have never had an issue until now. These pods are not cheap. They are the most expensive in fact! When something goes wrong youre out close to 20 dollars. Its just disappointing that the customer service is so unreliable.