FREQUENtlY ASKED QUESTIONS
Need some help with your order or got a burning question that you need answered straight away? Just click on one of the sections below to find the answer.
general
Where can I find a Vuse service center?
Please contact the Customer Care Number: 800-VUSE (8873)
Operating Hours are from 10am to 6pm (Sunday - Thursday)
CAN ANYONE USE VUSE?
Vuse e-cigarettes are designed for adult smokers and adult users of nicotine products. They are not suitable for: people under the age of 18; people who are allergic/sensitive to nicotine; pregnant or breast-feeding women; people who should avoid tobacco or nicotine products for medical reasons; people with an unstable heart condition, severe hypertension or diabetes. Keep Vuse products out of reach of children and pets.
Can I cancel my order?
In case you want to cancel your order, please contact Customer Care number: 800 897 1425 Operating Hours are from 10am to 6pm (Sunday - Thursday). If you’ve paid online, a refund will be initiated on confirmation.
How long will it take for my order to get delivered?
Standard Delivery can take anywhere from 1 to 7 days, depending on your delivery address. Our shipping company agent will reach out to verify your address and agree on a time of delivery.
Can I track my order? How?
You will receive an SMS once your order has been shipped and can track its status through the Aramex website.
Can I make a change to an existing order I've made?
Unfortunately, you can not amend your order; however, you can cancel your order and initiate a new one.
Please contact our customer care number in case you want to cancel your order
My card was charged but I haven't received an order confirmation. What do I do?
We apologize for the inconvenience. Please get in touch with hypercard to report the issue.
How should I carry my device on passenger aircrafts?
The European Aviation Safety Agency’s (EASA) guidelines direct passengers who are packing their (Vuse) device in checked luggage to ensure their device is “completely switched off and effectively protected from accidental activation”. Passengers must also ensure their devices aren’t in the same bag as flammable materials, including perfumes. However, the International Civil Aviation Organisation (ICAO) has banned the transportation of vaping devices in checked luggage altogether and 191 countries use ICAO guidelines to make their flight laws. To stay on the right side of both regulations, you should carry your device in your hand luggage, ensure it is completely switched off (and packed in a way that will prevent it from accidentally switching on), and not in the same bag as any flammable items. You should also remember that your flavour eLiquid pods count as liquids when you are passing through security.
Is age verification required to purchase a VUSE device?
We follow all local rules and regulations, so you need to be above the age of 18 to buy the VUSE ePod 2.
How long does the Vuse pod last?
Puffs may vary depending on consumption, however you should be able to enjoy approximately 275 puffs.
What's the life of my device?
When you activate your Vuse ePod, the green LED appears.
When your puff ends, this LED light will gradually disappear.
When is it time to change the Vuse eLiquid pod?
It's time to change your Vuse ePod eLiquid pod when:
- Your Vuse ePod stops producing vapour.
- You notice a deterioration in the taste or quality of the vapour.
vuse Go
What is the dimension of my Vuse Go?
107.95mm (length) x 15mm (deep) x 15mm (width).
How many puffs will I get from my Vuse Go?
Each Vuse Go disposable will deliver up to 500 puffs before battery depletion as measured in laboratory testing. However, this may vary depending on individual usage behaviour.
Why is there no vapour coming from my Vuse Go?
Vuse Go
It could be one of several, reasons:
Your Vuse Go may have run out of charge.
You may responsibly dispose of it.
Dirt might be blocking the mouthpiece.
Clean it with a dry cloth.
If your Vuse Go is not working in the way that you expected and you have tried the suggested remedial action (cleaning), please contact the Customer Care team.
How do I look after my Vuse Go?
Vuse Go
Follow the instructions on the leaflet that came with your Vuse Go disposable vape. They include but are not limited to the below.
-- Store your Vuse Go between 0–35°C
-- Do not drag, crush, pierce, incinerate or immerse the device in water, keep Vuse product dry
-- Never leave in direct sunlight or near heat sources
-- Do not use around flammable liquids or gases
How do I clean my Vuse Go?
Use a dry cloth. Alternatively, you can use an anti-bacterial wipes to clean the mouthpiece and allow the mouthpiece to dry before use.
Where can I find the traceability codes on the Vuse Go?
It can be found on, or around, the base of the device. Quote this code when contacting your Vuse Care team.
Do I need to charge my Vuse Go? Can I recharge by Vuse Go?
Each Vuse Go disposable vape will deliver up to 500 puffs before battery depletion as measured in laboratory testing. However, this may vary depending on individual usage behaviour. The battery is designed to run out of charge before the eliquid is exhausted to help prevent burnt taste/dry puffs.
Why has my Vuse Go stopped working?
Each Vuse Go disposable vape will deliver up to 500 puffs before battery depletion as measured in laboratory testing. However, this may vary depending on individual usage behaviour. The battery is designed to run out of charge before the eliquid is exhausted to help prevent burnt taste/dry puffs.
What are the product specifications of the Vuse Go?
The Vuse Go contains 2ml eLiquid and has a battery capacity of 370mAh.
vuse Go Mega
Are my Vuse Go Box flavours the same I find on my other Vuse go product ?
Yes, Vuse Go 5000 has same eliquid as the Vuse Go product Vuse Go 5000 has launched with 8 flavours from Vuse Go range, and further flavours will be introduced in the future.
What is the dimension of my Vuse Go 5000?
90mm(length) × 43mm(width) × 22.4m(thickness).
How many puffs will I get from my Vuse Go 5000?
Vuse Go 5000 delivers up to 5000 puffs when newly manufactured products are tested at a puff regime that more closely represents a proportion of consumer usage behaviours.A study was conducted at an independent laboratory, Labstat International Inc, on the Vuse Go Edition 1 5000 device (V6205) filled with Mango Ice 20mg/ml nicotine strength (5 samples tested), representing the device performance for all eliquids with the same base formulation (50:50 PG/VG), to determine the number of puffs per device, including recharging of the device at set intervals.Aerosol Collected Mass (ACM) was measured over set puff blocks of 50 and 100. The devices were puffed using the following regime: 18 ml puff volume, for 1 second duration every 30 seconds. As this device is rechargeable, the devices were recharged every 500 puffs. End of life is determined as either a significant decrease in ACM (calculated as mg/puff) compared to the average of the mg per puff from the first puff block (between 25 to 50% observed decrease), or when the battery is depleted (indicated by rapid flashing LED when puffed). For Vuse Go Edition 1 5000 device (V6205) decrease on the ACM occurs first, so that is the key determining factor for the puff count. The mean puff count for Vuse Go Edition 1 5000 devices was 5910 puffs (ranging from 5850 minimum to 6050 maximum), the mean puff count is 18% over the claimed puff count.
Why is there no vapour coming from my Vuse Go 5000?
It could be one of several reasons: • Your Vuse Go 5000 may have run out of charge. You may need to recharge the device . • Your Vuse Go 5000 may have run out of e-liquid.You may responsibly dispose of it. • The silicone air channel bungs may still be in place, please remove before use. • Debris might be blocking the mouthpiece. Clean it with a dry cloth. If your Vuse Go 5000 is not working in the way that you expected and you have tried the suggested remedial action (Removal of silicone air channel bungs and/or cleaning), please contact the Customer Care team.
Why am I experiencing an off-taste, dry-hit, or burnt note in the vapour coming from my Vuse Go 5000
It could be your Vuse Go 5000 may have run out of liquid. You can check the remaining liquid level through the translucent mouthpiece section and if empty, please dispose of it responsibly.
How can I know the remaining liquid?
You can easily observe the liquid through the translucent mouthpiece. It is recommended to turn the device upside down to observe the remaining liquid, because part of liquid is covered by wrap sticker..
How do I clean my Vuse Go 5000?
Use a dry cloth. Alternatively, you can use an anti-bacterial wipe to clean the mouthpiece and allow the mouthpiece to dry before use.
Where can I find the traceability code on the Vuse Go 5000?
It can be found on the base of the device. Quote this code when contacting your Vuse Care team.
Can I recharge by Vuse Go Box?
Vuse Go 5000 is a recharable e-cigarette device.
Why has my Vuse Go 5000 stopped working?
Vuse Go 5000 delivers up to 5000 puffs when tested at a puff regime that more closely represents a proportion of consumer usage behaviours. When your Vuse Go 5000 stop working ,you are recomended to check remaining eliquid through the translucent mouthpiece. If there's still remaining liquid in the device,your Vuse Go 5000 may have run out of charge. You may need to recharge the device .If empty, please dispose of it responsibly.
What are the product specifications of the Vuse Go 5000?
The Vuse Go contains 10 ml eLiquid and has a battery rated capacity of 560mAh.
Does my Vuse Go 5000 eLiquid contain nicotine salts?
Yes, our Vuse Go Box nicotine containing eLiquids form nicotine salts. Our eLiquids contain nicotine, propylene glycol (PG), glycerol (also known as vegetable glycerine or VG), flavourings, plus benzoic acid and lactic acid to produce the nicotine salts.
What are the product specifications of the Vuse Go 5000?
The Vuse Go contains 10 ml eLiquid and has a battery rated capacity of 560mAh.
vuse epod2
What is Vuse?
Vuse ePod is a compact, high-quality vape pen used with a 1.9ml flavour cartridge available in 7 flavours.
Does the Vuse device come charged?
The device will be semi-charged, however we recommend charging it for just 80 minutes prior to use.
How long does the battery charge last?
When fully charged, your Vuse will last about 190 puffs.
Any post-purchase care I need to know of?
Follow these simple steps:
1. Charge your Vuse ePod 2 with the magnetic USB charging cable provided in your Device Kit.
2. Use your Vuse ePod 2 with Vuse eLiquid pods only
3. Keep your Vuse ePod 2, charging accessories and pods dry. Precipitation, humidity or moisture can corrode the electronic circuits.
4. Store your device and eLiquid pods at temperatures between 0-25°C.
How do I charge my device?
1. Place the vape pen into the magnetic USB charging cable supplied with your Vuse ePod 2.
2. Connect the other end of the USB charging cable to the USB port of a computer.
3. When charging, the white LED on the Vuse ePod 2 vape pen will flash white. When the LED disappears, the Vuse ePod 2 vape pen is fully charged. Disconnect the magnetic USB charging cable.
4. Your Vuse ePod 2 vape pen should fully charge in about 60 minutes.
5. To avoid the risk of fire, injury and/or damage to your Vuse ePod 2 vape pen or other property, only charge your Vuse ePod 2 vape pen with the equipment provided with your Vuse ePod 2 or with compatible Vuse charging accessories.
6. Never leave your Vuse ePod 2 vape pen unattended during charging.
7. Rating input of magnetic USB charging cable: 5VDC, 1.5A.
8. The Vuse ePod 2 vape pen should only be connected to a safety extra-low voltage (SELV) circuit rated at 5VDC, 0.75A. Using an AC adaptor with a current output lower than this will make charging take longer.
When do I know it's time to charge my device?
When the white LED flashes 10 times, it is time to charge your Vuse ePod 2 vape pen. Your Vuse ePod 2 vape pen battery may run out before your Vuse e Liquid pod is finished, so don't automatically discard the pod when charging your vape pen.
How do I dispose of a Vuse device?
eLiquid Pods and Devices are recyclable. You may dispose them in the designated recycle bins.
Where are the Vuse eLiquid Pods made?
The Vuse ePod eliquids are made in the USA.
How do I know if my device is on or off?
Take a puff, if the green LED lights up, then it's switched on. The light gradually disappears after you take a puff.
What's the size of Vuse device?
The overall dimensions of the Vuse ePod (with the eLiquid pods inserted to the device) are: 104.2 mm (length) x 10.5mm (deep) x 19.1mm (width).
Can I charge my device overnight?
Although the Vuse ePod 2 has been designed with specific safety features, we advise against leaving it to charge whilst unattended or overnight. The device will fully charge in just 80 minutes.
Is the eLiquid pod VG or PG based?
The Vuse ePod 2 eLiquid pods contains both.
How much nicotine is in a Vuse eLiquid pod?
Nicotine strength is 18mg/ml which gives a total of 34.2mg of nicotine
Where is the serial number located on my device?
The serial number is clearly displayed on the back of your Power Kit.
What is the Vuse ePod’s battery capacity in mAh?
The Vuse ePod device contains a Lithium-Ion polymer rechargeable battery with a nominal electrical charge capacity of 350 mAh.
Can I refill the Vuse eLiquid pod?
No, the Vuse ePod is not designed for refilling
Why is my device not producing vapor?
This could be for a few reasons, all of which are designed for your safety and to save your battery charge:
- If the device is on longer than 5 seconds, it automatically shuts down - so you can enjoy it longer.
- Your battery may have run out; it's time to charge it.
- Your eliquid pods may be finished.
- An accumulation of dirt may be affecting connectivity between the device and the eLiquid pods. If so, simply clean it with a dry cloth.
When on charge, why does the LED light stay on?
The LED light stays LIT as long as it's charging. Once fully charged, this light will turn off.
When on charge, why does the LED light appear and then disappear?
When charging, the green LED on the Vuse ePod will appear. When the LED disappears, the Vuse ePod is fully charged and the magnetic USB charging cable should be disconnected.
Why did the LED light on the device flash 3 times?
Your device has a short-circuit protection function. While on, if the device short circuits, the LED light on the device will flash 3 times and the device will shut down.
Why did the LED appear when I was taking a puff?
When you activate your Vuse ePod, the green LED appears.
When your puff ends, this LED light will gradually disappear.
What is an electronic device?
Used by adult smokers who prefer a vaping experience, e-cigarettes devices are battery powered electronic devices that hold a liquid containing nicotine. There is no combustion, so the user inhales the liquid's vapour, rather than smoke. Although the nicotine is derived from tobacco, e-cigarettes do not contain tobacco.
How do e-cigarettes work?
An electronic heating element is activated when the user draws air through the device. This vaporises the liquid formulation (often referred to as the eLiquid) and the vapour condenses to form an aerosol, which is inhaled and exhaled.
How do I use Vuse?
Simply open it up and slide the eLiquid pod into place - it will connect itself and stay put automatically; then just close the pod and draw on the device itself. There's no mess with dripping liquids or filling tanks, just snap in and go.
Return and warranty
Does Vuse have a warranty?
AAll new devices and chargers come with 6 months warranty against fault. This means that if your device stops working properly during the applicable warranty period we will replace it for free or give you a refund.
Please read and follow the Post Purchase care steps not to miss the Warranty.
Unfortunately, we do not provide warranty on e-liquid pods due to the nature of the product
What is not covered by the warranty?
This warranty does not cover any faults resulting from fair wear and tear or misuse of the product, including but not limited to:
• Negligence by you or a third party.
• Incorrect use of your product in accordance with the user instructions.
• Unauthorized repairs or other modifications.
• Improper charging of your device (including the use of alternative chargers and charging adaptors).
How do I make a warranty claim?
If you need to make a claim or you think there is an issue with your device, please contact the Vuse Care team on 800 897 1425 or via email to info.mea@vuse.com.
You will be asked to describe the fault in detail and provide order number/proof of purchase, so please make sure you have this information on hand.
• If the product is diagnosed as faulty, Vuse will replace the product for you or give you a refund.
• You may be asked to return the faulty device for investigation. Failure to return the defective device if requested may affect your claim.
PLEASE NOTE: This warranty does not affect your statutory rights.
What do I do if my package hasn't been delivered?
Please contact the Customer Care Number: 800 897 1425
If we fail to deliver your order within 15 days from date of order confirmation, you have the right to cancel your order without any charges and any payments made shall be returned to you or re-credited to your account (as the case may be).
What do I do if I received my order damaged?
If your order arrives damaged in any way then please contact the Vuse Care team on 800 897 1425 or via email on info.mea@vuse.com within 7 days of receipt. We reserve the right to inspect the product and determine whether or not we consider the item to be damaged (as mentioned in the response 'Vuse ePod post purchase care'). If we find that it is, you will receive a full refund or replacement.
Damaged delivery does not cover instances of consumer misuse or negligence as specified here.
Can I return my order for a refund? How?
If you are not happy with your purchase, you have the right to return or exchange your Vuse Order within 7 days of receipt of your order, provided it is in its original condition with originals tags and packaging. All products returned must be in resalable condition.
- How to make a return claim
- If you want to make a return claim, please contact our Vuse Care team on 800 897 1425 or via email to info.mea@vuse.com.
- You will be asked to present proof of purchase, so please make sure you have this information on hand
- You will be asked to return the old order
- We reserve the right to inspect the product to make sure it complies with our return conditions.
