FAQ - Frequently Asked Questions About Vaping

Order Questions

How do I track my order?
Tracking says my order is delivered but I haven’t received my package, what should I do?
My bottle broke or leaked in transit, what should I do?
Do you ship internationally?
Does Vapejoose offer a guarantee?
I don’t like the flavor of my e-liquid, what should I do?
I received the wrong product, what should I do?
What is the turnaround time on orders placed with Vapejoose?
How can I find out when a product is restocked?
I’d like to return product, what should I do?
How many coupon codes can I use?
Do you offer local pickup?
Do you ship to states that require additional taxes on vaping products?

    Product Questions

    What is e-liquid?
    What PG/VG ratio should I select?
    What are nicotine salts?
    What is steeping?
    What’s the shelf life of my e-juice?
    What should I look for in selecting a vape mod?
    Do mods come with batteries and/or tanks?
    Can I replace an internal battery in my mod?
    Could I have received a “bad batch”?
    What is the difference between internal and external batteries?
    How do I replace my coil?
    My tank is leaking, what should I do?
    How do I turn my mod on and off?
    How long should my coils last?
    Can I add a flavor shot to my e-liquid?
    What are the differences between pod systems, tanks, RDAs and RDTAs?
    How do I get the most life out of my batteries?
    What nicotine level should I select?
    Does e-liquid damage plastic tanks?
    How is e-liquid made?
    Is Vapejoose made in an ISO Certified clean room?

      Rewards Questions (Link to Joose Points FAQ)

      What are reward points?
      How do I earn reward points?
      How do I redeem my reward points?

        Safety Questions

        What should I do if I spill e-liquid on my skin?
        Can e-liquid cause allergic reactions?
        What is nicotine, and is it dangerous?
        How do I keep my batteries safe?
        What is popcorn lung?
        How do I safely build my own coils?
        How do I prevent my mod from exploding like the stories I hear in the news?

          Vapejoose Questions

          What are your business hours?
          Where are you located?
          How did Vapejoose get started?
          What does Vapejoose do for advocacy?
          How do I apply to become a brand ambassador?
          How can I join the Vapejoose team?
          What are the benefits of working at Vapejoose?
          How can I connect with Vapejoose on Social Media?

            Order Questions

            How do I track my order?

            Once your order has been completed by our lab and has received its shipping label from the shipping department, you will be emailed a shipping confirmation that includes your tracking number. All you have to do is click the tracking number and you will be routed to either the UPS or USPS website where you can view all tracking updates.

            Tracking says my order is delivered but I haven’t received my package, what should I do?

            First, take a look around and make sure the package wasn’t left in an unusual location. Once you are positive the package is not there, you will need to contact the carrier service to place a missing package claim with them. Once the claim is made and the package is verified as lost, contact our Customer Service team through email or live chat and provide them with the Claim ID. From there, they will be able to set up a replacement order for you.

            My bottle broke or leaked in transit, what should I do?

            Safety first! If it is a glass bottle, find a pair of gloves and safely dispose of any glass that may be present. Then take a photo of the broken bottle(s) and the invoice that came in your package and email it to our Customer Service team or upload it to a live chat member. Once our support team has those pictures, they will create a replacement order for you.

            Do you ship internationally?

            Yes, we ship internationally. Please keep in mind that you are responsible for all Customs laws in your Country.

            Does Vapejoose offer a guarantee?

            Buying e-liquid online is difficult without being able to taste the flavor, and reviews aren't always enough to know if it will be compatible with your palette. If you are simply not satisfied with the flavor of any Vapejoose brand e-liquid send it back to us at least 75% full and we will replace it with another Vapejoose brand e-liquid. If you ever suspect a defect in quality, purity, or flavor please let us know immediately by contacting support@vapejoose.com or calling 844-MY-JOOSE. We will remedy the situation quickly and painlessly. Hardware may be returned within 14 days from order receipt as long as it is in new and unused condition. If hardware has been used and there is a technical fault, you will have to contact the manufacturer regarding their manufacturer warranty. If you received the wrong hardware, or incorrect variant, please contact us to resolve the issue as quickly as possible. Coils and other consumable items may not be returned. If your consumables are not working properly, taste burnt, fail to produce vapor, or if you have questions about your coils or consumables please contact our support team.

            I don’t like the flavor of my e-liquid, what should I do?

            We know that every flavor isn’t for everyone. In the event that you get a flavor that you just don’t like, contact our Customer Service team via email or live chat to set up a flavor exchange. As long as the bottle(s) are at least 75% full, you still have the original invoice sent with your package, and it has been less than 30 days since the purchase of the items, we will replace the bottle(s) at no cost to you.

            I received the wrong product, what should I do?

            If you have received the wrong product, please take a photo of the item(s) received and the invoice sheet that came with your package, then contact our Customer Service team as soon as possible to provide them with the photos.

            What is the turnaround time on orders placed with Vapejoose?

            When ordering Made-To-Order flavors, it takes 1-3 business days for the order to be processed and shipped. Pre-steeped flavors, however, will ship out same or next day. Once an order ships, it can take anywhere from 3 to 5 days domestically, and 14 to 20 days internationally. (International times do not include time the package spends in Customs

            How can I find out when a product is restocked?

            Once an item is out of stock on Vapejoose.com you will have the option to receive an email when the item is back in stock. Just click the button that says “Email When Available” and you will be notified once the item is back in stock.

            I’d like to return product, what should I do?

            Please contact our Customer Service Department to process any returns. You will need to be able to provide the invoice that was sent with your package, and a picture of the product.

            How many coupon codes can I use?

            During checkout you are only able to use one coupon/promotional code per transaction.

            Do you offer local pickup?

            We do not offer local pickup.

            Do you ship to states that require additional taxes on vaping products?

            Yes, we ship to states that require additional taxes, however, you will be responsible for paying these taxes as we do not collect them at the time of purchase.

             

            Product Questions

            What is e-liquid?

            All e-liquids are based on the same small set of ingredients: propylene glycol and vegetable glycerin are the primary ingredients, while nicotine and flavoring are optional. All Vapejoose e-liquids are made with USP Grade VG, PG and Nicotine, and food grade flavorings.

            What PG/VG ratio should I select?

            The PG/VG level you select will largely depend on the tank/device you are using. Generally, smaller tanks/devices will need a thinner blend(less VG, more PG), while larger tanks and drippers will use a thicker mix(more VG, less PG).

            What are nicotine salts?

            Nicotine salts (nic salts) are the form of nicotine naturally found in tobacco leaves. They do not produce a salty taste. Salts are a more stable form of nicotine with slightly different properties from liquid nicotine. E-liquids made with nicotine salts tend to have a lower pH and be less harsh on the throat.

            What is steeping?

            Whether it’s a cup of tea or a pot of soup, it takes time for the finished product to be ready. In vaping, that process is known as steeping. Some e-liquid is available pre-steeped, made up in advance and aged sufficiently, so it’s ready for use when you buy it. But special orders are made up as they are received, and those juices may take 7-10 days before they can provide the full flavor you expect.

            What’s the shelf life of my e-juice?

            Vapejoose manufactured e-liquids will have a ‘born on date’ on each bottle. The shelf life of your e-liquid will vary depending on the flavor and how it is stored (temperature, amount of light, open or sealed bottle, bottle material). We recommend e-liquid be stored in a cool, dark place. Generally speaking your e-liquid should last anywhere from 6 months to 1 year.

            What should I look for in selecting a vape mod?

            Buying a new mod can seem daunting, with seemingly endless choices. While we can’t tell you exactly which mod to buy, here are some of the things you may want to consider while making your decision:

            Internal or external batteries? Internal batteries are convenient, as you will not need to purchase a separate charger or batteries. The downside is less battery life overall. External batteries provide a much longer charge overall.

            Color, shape, look, feel. These are the most subjective things, and you should go with whichever one you like the best. Do you want a box mod with lots of power and battery life, or a smaller pocket sized mod that is convenient to carry?

            Do mods come with batteries and/or tanks?

            When purchasing a mod, it is important to review the product title. When purchasing a standard mod you will only receive the advertised Mod, but, if you purchase a mod kit you will likely receive the mod and a tank to pair with it. No mods come with batteries unless the battery is internal.

            Can I replace an internal battery in my mod?

            It’s very unlikely that you will be able to replace an internal battery. You may contact the manufacturer to see if they have replacement options.

            Could I have received a “bad batch”?

            If you feel that there is a defect in your e-liquid, please contact Customer Service immediately so they can investigate and resolve the issue for you quickly.

            What is the difference between internal and external batteries?

            An internal battery is one built into the device that is NOT removable and is often charged via USB cable. An external battery is a removable cell that is placed inside the device and is typically removed when it needs to be charged. External batteries are usually charged in a charging dock, but some devices allow you to charge your batteries via USB port (not recommended).

            How do I replace my coil?

            Most tanks will have a removable and replaceable coil. The coil usually unscrews from the top and bottom of the tank. Always refer to your user manual for specific instructions as to changing your coil. If your vaping device is a pod-based system you will need to remove and replace the entire pod.

            My tank is leaking, what should I do?

            First, make sure all parts are tightened. If this does not fix the leaking, check to make sure all o-rings and gaskets on the coil are intact and do not have areas where the juice can escape. If the issue still persists, try changing the coil completely, or stop into your local vape shop for more assistance.

            How do I turn my mod on and off?

            It really depends on the device you are using. Typically, mods have a 5 press on/off button. Although some devices, like pods, will power on from taking a drag from the device.

            How long should my coils last?

            Depending on how often you vape, the flavors you choose, and cleaning, your coil may last from a few days to a few weeks. It's time to replace your coils when your e-cig starts having a burnt flavor. Sweeter flavors and darker liquid are believed to “gunk up” faster. Clearer e-liquid and less sugary flavors may help your coils stay clean longer. See our article How Long Should My Coils Last for more details.

            Can I add a flavor shot to my e-liquid?

            Unfortunately, due to FDA regulations we can not alter any of the recipes we offer.

            What are the differences between pod systems, tanks, RDAs and RDTAs?

            To learn more about pod systems click here. E-liquid tanks come in many shapes and sizes. A tank is typically comprised of metals, plastic, or glass. Tanks hold varying amounts of e-liquid to continuously feed the atomizer with e-liquid. RDA is an acronym for Rebuildable Drip Atomizer. Vapers use RDAs to build their own coils. The coil is physically wrapped and attached to the device. A wick is then added and saturated with e-liquid that the user ‘drips’ onto the wick and coil. There are many different types of builds that the builder can tailor to their vaping needs. RDTA is an acronym for Rebuildable Drip Tank Atomizer. These are very similar to an RDA in that they have a deck to build coils on and the user adds their own wick. The difference comes with the tank portion. RDTAs have the e-liquid capacity of regular tanks and do not require the user to ‘drip’ their e-liquid frequently onto the wicking material.

            What nicotine level should I select?

            Vapejoose offers nicotine levels from 0mg to 48mg. Beginners seeking vaping as a cessation product should select a higher nicotine level to ensure the vapor is satiating. Individuals will find different levels of nicotine satisfactory to them. Another important factor in nicotine selection is the throat hit. The higher the nicotine, the more powerful the ‘throat hit’ will be. It is recommended that the high end of the nicotine spectrum be used in lower power and pod style devices where low level nicotine should be selected for sub-ohm, powerful devices. A general guideline is:
            • Sub-ohm Devices - 0mg to 6mg
            • Low Power/Pod-style Devices - 6mg - 48mg

            Does e-liquid damage plastic tanks?

            Acidic e-liquid can damage polycarbonate plastic. Almost every citrus flavored e-liquid includes some citric acid. Glass and polypropylene are not damaged by e-liquid.

            How is e-liquid made?

            E-liquid is made by blending a mix of VG, PG, flavorings, and nicotine. Once blended in larger batches, individual bottles are labeled, filled, and capped to create the finished product.

            Is Vapejoose made in an ISO Certified clean room?

            Yes, all Vapejoose e-liquid is manufactured in an ISO-6 certified clean room.

             

            Rewards Questions

            Important Information Regarding the Vapejoose Rewards Program

            The rewards program is set to expire Oct. 31, 2018. All points must be used by Oct 31st. 

            How do I redeem my reward points?

            Spending your points is very simple. You can do this by clicking on the REWARDS tab on the home page while logged into your account. Under the 'Reward' section, you can click 'Redeem' next to the reward you want to claim it! (Read More)

             

            Safety Questions

            What should I do if I spill e-liquid on my skin?

            Wash it off with soap and water as soon as possible. Although nicotine can be absorbed through the skin, it is a relatively slow process, but that’s no reason to postpone washing it off.

            Can e-liquid cause allergic reactions?

            The short answer to this is yes. If you are allergic to certain foods, you will want to stay away from any e-liquid that contains a flavor made from that food. For instance, if you allergic to strawberries, you would not want to vape any flavor with strawberry in it, as this could potentially cause an allergic reaction. Some people have PG intolerance, and that can cause an allergic reaction. If you experience any symptoms of allergic reaction after vaping, speak with your doctor before continuing to vape.

            What is nicotine, and is it dangerous?

            Nicotine is a naturally occurring, addictive stimulant found in tobacco leaves, among other sources. Studies have found no adverse effect from using low dosage nicotine patches and the like while giving up smoking. It is toxic in extremely high doses, although deaths from nicotine poisoning are almost unknown. Nicotine can be absorbed through the skin, so be careful not to spill e-juice on yourself.

            How do I keep my batteries safe?

            Rechargeable batteries can be dangerous. Because of their high voltage and high energy density, lithium-ion batteries carry some risk. Battery safety means storing your batteries in your device, in a charger, or in a storage case. Never put rechargeable cells loose in your pocket with keys or change – a short will make them hot and they may burst into flames. Be careful not to bend or crush lithium-ion batteries. Simple precautions will help: Don’t put your device in your back pocket. Sitting on it may bend the device and the battery within it, not to mention the chance of leaking e-juice (and thus nicotine) on you.

            What is popcorn lung?

            Prolonged exposure to high levels of heated diacetyl in microwave popcorn factories has been linked to the irreversible lung damage known as “popcorn lung”. Diacetyl has been found to be present in some vaping liquids, at levels ranging from unmeasurable to as high of 239 µg (micrograms) per e-cigarette, with almost all measuring below 30 µg. There is no known link between e-cigarettes and popcorn lung.

            How do I safely build my own coils?

            If you want to build your own coils or rebuild used ones, the most important item you need is an ohmmeter, the device that lets you measure the resistance of your coils. That way you can verify that you’ve done it right. Steam Engine has a handy calculator that lets you select the wire material and diameter, set a target resistance and diameter of the coil, and determine how many wraps your coil should have. It’s a lot easier than trying to use a calculator or developing your own spreadsheet. Mist Hub has a helpful tutorial and list of tools used in building coils. Follow the steps carefully and make sure you test for shorts and measure Ohms before you try to use your newly made coil.

            How do I prevent my mod from exploding like the stories I hear in the news?

            This is a very rare occurrence that makes for sensational headlines. From 2009 through 2016 less than 200 instances were recorded in the US, an average of less than 25 per year with millions of people vaping. By contrast, millions of smokers are responsible for 90,000 fires resulting in over 1,600 injuries and 500 deaths annually, according to the National Fire Protection Association. The fact that vape-related fires and explosions are so rare is the reason they make the news; cigarette-related fires are unfortunately commonplace.

             

            Vapejoose Questions

            What are your business hours?

            Customer Service Hours: Monday through Friday, 9am-5pm EST Retail Store Hours:
            • Monday through Thursday: 10am-8pm
            • Friday and Saturday: 10am-9pm
            • Sunday: 12pm-6pm

            Where are you located?

            Vapejoose is located in Grand Rapids, MI. Our retail store address is

            1021 28th St SW Wyoming, MI 49509

            How did Vapejoose get started?

            Vapejoose was founded in 2014 by Stephen Knight, as he was trying to help his girlfriend to quit smoking. What started as mixing some flavors at home for family members and friends quickly turned into a thriving small business. A few short months later Stephen was hiring the first few employees and leasing his first building, in the fall of 2014. Soon after, with the help of Black Friday, Vapejoose experienced major growth, adding 15 new employees in just a couple of months. Today, Vapejoose has 30 employees, manufactures over 9 different brands of e-liquid, and is an industry leader in e-commerce and retail.

            What does Vapejoose do for advocacy?

            Vapejoose and our team members are all very passionate about connecting with and supporting not only our local community, but our vaping community as well. In the past we have held several fundraising campaigns. From donating thousands of cases of water to Flint, to raising thousands for victims of hurricane Harvey, Vapejoose is committed to helping wherever possible. In addition to these fundraising campaigns, Vapejoose is a member and regular donator to CASAA and SFATA.

            How do I apply to become a brand ambassador?

            We’re looking for our biggest fans! Are you interested in earning discounted Vapejoose products in exchange for promoting across your various social media platforms? If you are interested in joining our Vapejoose Brand Ambassador program please visit this page and fill out the form! A member of our marketing team will get in touch and discuss potential opportunities for you to earn discounted products manufactured by Vapejoose!

            How can I join the Vapejoose team?

            Thank you for your interest in joining the Vapejoose team! We are always on the lookout for talented, dedicated team members. If you feel like you would make a great addition to our team, send your resume to careers@vapejoose.com.

            What are the benefits of working at Vapejoose?

            Behind the scenes, Vapejoose is a people-focused workplace that encourages creative thinking, positive relationships and professional growth. Members of our team enjoy a fun and fast-paced experience with an emphasis on empowering employees to reach their fullest potential.

            How can I connect with Vapejoose on Social Media?

            https://www.facebook.com/groups/vapejoose/ https://www.facebook.com/vapejoosegr/ https://www.snapchat.com/add/vapejoose https://www.instagram.com/vapejooseofficial/

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