Frequently Asked Questions | Vuse NZ
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FREQUENTLY ASKED
QUESTIONS

General
  • General
  • Vuse Go Reload
  • Puff Count
  • Delivery & Returns
  • Your Account

General

What is vaping?

When vaping, you’re inhaling a vapour aerosol as opposed to smoke in a conventional cigarette. Vapour is vapourised liquid (e Liquid) – which means e Liquid turns into aerosol by a heating element in the vaping device, called an atomiser.

How do vaping devices work?

An electronic heating element is activated when the user draws air through the device. This vapourises the liquid formulation (often referred to as the e Liquid) and the vapour condenses to form an aerosol, which is inhaled and exhaled.

How to use a vape pen?

To use a vape pen, start by ensuring the battery is fully charged. If the pen has a refillable tank, fill it with your preferred e Liquid. Turn on the device, either by pressing the button or inhaling, depending on the model. On most open system devices, you’ll be able to adjust some of the settings best to suit your needs, such as the airflow and wattage. Then place the mouthpiece to your lips and take a slow, gentle draw, inhaling the vapour into your mouth before exhaling. Monitor the battery life and refill your vape pen with e Liquid when needed.

Who can use vaping devices?

Vaping products are designed for adult smokers and adult users of nicotine products. They're not suitable for use by: persons under the age of 18; persons who are allergic/sensitive to nicotine; pregnant or breastfeeding women; persons who should avoid using tobacco or nicotine products for medical reasons; or persons with an unstable heart condition, severe hypertension or diabetes. Keep Vuse products out of reach of children.

How old do I have to be to buy a Vuse device?

You must be of legal smoking age. Purchasing vaping products is prohibited for people under 18 years of age

Can I vape indoors?

In New Zealand, indoor vaping is prohibited at workplaces, restaurants, licensed premises, schools and early childhood centres (including outdoors).

Indoor vaping trial is permitted inside specialist vape shops such as Vusionry.

Users should always apply courtesy and common sense, check with the home owners first, and always be respectful with when, where and how you vape.

How much nicotine is in a Vuse pod?

Vuse eLiquid pods come in different nicotine strengths from 18 mg/ml (1.6%) to 28.5 mg/ml (2.5%). Find out more about what’s in your eLiquids.

How many puffs in a Vuse pod?

Vuse pods provide approximately 950 puffs per pod*. This may vary depending on your vaping behaviour.

*Based on laboratory testing of newly manufactured product (including recharging) at a puff duration of one second and may vary depending on individuals' usage behaviour.

Where can I buy Vuse vapes and e Liquids?

Use our Vuse vape store locator to see a list of dairies, petrol stations and supermarkets that stock Vuse. Keep in mind these stores can only sell tobacco, mint and menthol e liquid flavours. To shop the full range of Vuse flavours visit vuse.co.nz or selected specialty vape stores.

How do I dispose of a Vuse Vape device?

You can now collect and return your Vuse devices and we do our best to recycle most device parts with RePod. Plus for every 20 Vuse e Liquid pods or 4 Vuse vape devices you return to us, we'll reward you with $10 worth of Vuse+ points.* Find out more about RePod *T&C's apply

Are Vuse vapes safe?

Vuse products undergo 1000’s of hours of testing by 50 scientists before they reach you. All Vuse devices are evaluated and certified by independent certified body test laboratories.

Vuse Go Reload

Does my Vuse Go Reload vape pen come charged?

Yes, your Vuse Go Reload vape pen comes charged.

How can I tell if it is time to charge my Vuse Go Reload?

When the white LED flashes 5 times, it means your charge level is low and you need to charge your device. If it flashes 10 times, your battery is empty and you need to charge your vape pen immediately. Your Vuse Go Reload 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 charge my Vuse Go Reload vape pen?

To charge your Vuse Go Reload vape pen, connect the USB-C charging cable to the device.

Connect the other end to a suitable USB charging port/station.

When charging, the LED on the Vuse Go Reload vape pen will be solid white. When the LED disappears, the Vuse Go Reload vape pen is fully charged. Disconnect the USB-C charging cable.

Your Vuse Go Reload vape pen should fully charge in approx 90 minutes.

Charging Safety Notes:
To avoid the risk of fire, injury and/or damage to your Vuse Go Reload vape pen or other property, only charge your Vuse Go Reload vape pen with the equipment provided with your Vuse Go Reload or with compatible Vuse charging accessories.

Never leave your Vuse Go Reload vape pen unattended during charging.

Rating input of charging cable: 5VDC, 1A.

The Vuse Go Reload 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.

How do I know if my Vuse Go Reload is charging?

When your Vuse Go Reload vape pen is charging, the LED on the vape pen will show solid white. When the LED switches off, the Vuse Go Reload vape pen is fully charged.

How long does a Vuse Go Reload take to charge?

It takes approximately 90 minutes to charge your Vuse Go Reload device.

How do I know when my Vuse Go Reload is fully charged?

When the device reaches 100% charge, the LED will turn off.

Can I charge my Vuse with the pod in?

Yes, you can charge your Vuse Go Reload device while the pod is in the device.

Can I use a Vuse vape while it's charging?

Vuse Go Reload does not support use while charging. However, the battery is much bigger than an ePod device so you do not need to charge that often.

Can I leave my Vuse Go Reload vape pen charging overnight?

It is recommended to not leave batteries to charge unattended. Charging your Vuse Go Reload vape pen should only take about 90 minutes.

Why won't my Vuse Go Reload charge?

If you're experiencing issues charging your Vuse Go Reload vape pen, here are a few things to try:

Check your source
Are you using a suitable charge source – our products work best when connected to a safety extra low voltage charging source rated at no more than 5 volts and 0.75amps (5VDC, 0.75A).

Safety features in our devices may prevent charging if an unsuitable charging source is used.

Clean your device
If you're confident you're using the correct charging source yet still have an issue charging your vape battery, check to ensure that the interface between the device and charger is free from debris. Gently blowing the bottom of the device and into the charger can help dislodge any obstructions. Make sure that the three charging points at the bottom of the device are clean and gold in appearance. If you spot any build-up of dirt or debris you can use the tip of a wooden cocktail stick to gently scrape clean the area. Please keep in mind that you may need to look closely to spot the obstruction.

It may be too cold out - turn up the temperature
If the device temperature drops below 0 degrees Celsius, charging will be temporarily inhibited by the device to preserve the integrity of the vape battery.

What type of battery cell is in my Vuse Go Reload vape pen?

Your Vuse Go Reload vape pen contains a lithium-ion rechargeable battery.

What capacity is the battery in my Vuse Go Reload device (in mAh)?

The Vuse Go Reload vape pen contains a lithium-ion rechargeable battery with a nominal electrical charge capacity of 530mAh.

Where can I find the instructions for the Vuse Go Reload vape?

If you have lost the instruction manual that came in your device, you can find the manual for the Vuse Go Reload vape here. This is a complete user guide with instructions on charging and using your vape pen.

How do I turn on the Vuse Go Reload vape?

To turn on the Vuse Go Reload device you need to press the button 5 times in quick succession. The LED will gradually flash once.

How do I turn off the Vuse Go Reload vape?

The Vuse Go Reload device can be turned off by pressing the button 5 times in quick succession after your last puff. It will auto-lock after 10 minutes of inactivity.

How do I use my Vuse Go Reload?

Insert your Vuse e Liquid pod into the Vuse Go Reload vape pen, press the button 5 times in quick succession then simply puff. When you're finished, press the button another 5 times to lock or it will auto-lock after 10 minutes of inactivity.

For optimal performance, your Vuse Go Reload vape pen should be fully charged before first use.

Remove the Vuse e Liquid pod from the blister pack before connecting it onto the Vuse Go Reload vape pen.

The magnet will pull the Vuse e Liquid pod into place.

For optimum enjoyment and satisfaction, it is recommended to close your lips over the Vuse e Liquid pod so the tip is inside your mouth, not resting directly on your lips.

To begin your vaping experience, puff on the Vuse e Liquid pod.

When the Vuse Go Reload vape pen is activated, the white LED will gradually appear once.

Only use Vuse e Liquid pods with the Vuse Go Reload or ePod 2 vape pens.

How do I look after my Vuse Go Reload vape pen?

Just follow the instructions on the leaflet that came with your Vuse Go Reload. You can also read them below:

• Use Vuse charging accessories, like the ones that came with your Vuse Go Reload vape pen.
• Use Vuse e Liquid pods.
• Keep your Vuse Go Reload vape pen, charging accessories and Vuse e Liquid pods dry. Otherwise, you can damage your Vuse Go Reload vape pen.
• Store your Vuse Go Reload vape pen in temperatures between 0–25°C.

What are the dimensions of the Vuse Go Reload vape pen?

60mm (length) x 14mm (deep) x 38mm (width) for the Vuse Go Reload.

Why is the Vuse Go Reload vape pen so light?

The Vuse Go Reload has been ergonomically designed to feel comfortable in your hand and weighs only 31.40g with the Pod.

How long will my Vuse Go Reload vape pen last?

This will vary, depending on your vaping behaviour. After twelve months, battery efficiency may begin to deteriorate due to repeated charges, this is common with all lithium-ion batteries.

How can I clean my Vuse Go Reload vape pen?

The buildup of dirt inside your Vuse e Liquid pod and the top of your Vuse Go Reload vape pen may prevent you from enjoying your experience. To prevent this, check and if necessary, detach your Vuse e Liquid pod from the Vuse Go Reload vape pen, clean with a dry cloth and carefully blow into the Vuse Go Reload vape pen to dislodge any build-up of dirt.

Where can I find the traceability codes on the Vuse Go Reload vape pen or Vuse e Liquid pods?

Traceability codes are etched onto the base of the Vuse Go Reload vape pen and the metallic plate of Vuse e Liquid pods. Quote this code when contacting your Vuse Customer Care team.

Why is my Vuse Go Reload vape pen not working?

It could be one of several safety or battery-related reasons:

• Your Vuse Go Reload vape pen may need to be charged.

• You may need to change your Vuse e Liquid pod.

• Dirt might be blocking the connection between the Vuse Go Reload vape pen and the Vuse e Liquid pod. Try cleaning it with a dry cloth.

Why has my Vuse Go Reload vape pen turned itself off?

It could be one of several safety or battery-related reasons:

• Your Vuse Go Reload vape pen is designed to automatically shut down if inactive for more than ten minutes.
• Your Vuse Go Reload vape pen may need to be charged.

If you are still having issues with your device, contact our team for further advice.

What happens if my Vuse Go Reload vape pen breaks?

If it is shown to be faulty within twelve months of purchase, we will replace it subject to our terms and conditions. For more details on our warranty visit here.

What does it mean if the LED light on my Vuse Go Reload vape pen flashes five times?

This means your Vuse Go Reload device battery is low and you will need to recharge soon.

What does it mean if the LED light on my Vuse Go Reload vape pen flashes ten times?

If the white LED flashes ten times, it means your battery is empty and it's time to charge your Vuse Go Reload vape pen.

If I put my Vuse Go Reload vape pen down, how will I know if it is on or off?

The Vuse Go Reload vape pen will auto-lock if it's been inactive for ten minutes. To reactivate the Vuse Go Reload press the button 5 times. When the Vuse Go Reload vape pen is activated, the white LED will gradually appear. When your puff ends, the white LED will gradually disappear.

What should I do if I notice e Liquid condensation in my vape pen or on the outside of the pod?

Use a clean paper towel to gently wipe the liquid away and clean your Vuse Go Reload vape pen or Vuse e Liquid pod. Do not:

• push or insert foreign objects into the Vuse Go Reload vape pen or Vuse e Liquid pod, especially onto the contacts; or

• drag, crush, pierce, incinerate or immerse the vape pen or magnetic charging cable in water.

This could damage your Vuse Go Reload vape pen or Vuse e Liquid pod and stop them from working. If after wiping clean, the issue persists, call the Vuse Customer Care line for help and advice on 0800 897369.

What should I do if I notice leakage when using my Vuse Go Reload vape pen?

On some occasions, you may see minor leakage from your Vuse e Liquid pods due to a build-up of condensation. This is not uncommon in vapour products.

If you notice this, detach your Vuse e Liquid pod from the Vuse Go Reload vape pen, clean with a dry cloth and carefully blow into the Vuse Go Reload vape pen to dislodge any build-up of dirt.

Other tips for reducing instances of condensation:

• Puff gently on your Vuse Go Reload vape pen.

• Avoid back-puffing into your Vuse e Liquid pod.

• Avoid using Vuse e Liquid pods that have been out of their packaging for prolonged periods.

If, after following these tips, the issue persists, call Vuse Customer Care for help and advice on 0800 897369.

What is the difference between the Vuse Go Reload and Vuse ePod 2 vape pens?

The Vuse Go Reload vape pen is the latest vape device from Vuse and is compliant for all new regulations coming into force on 21 March 2024. It has a removable battery and child-lock functionality along with a new device design.

Learn more about our range of e cigarettes today.

Can I change the wattage settings in my Vuse Go Reload vape pen?

No, your Vuse Go Reload is fixed at its optimal setting.

Can I use Vuse e Liquid pods with Vuse Go Reload?

Yes, you can use your Vuse e Liquid pods with the Vuse Go Reload and Vuse ePod 2 vape pens.

How much nicotine does a Vuse e Liquid Pod contain?

Vuse e Liquid pods come in the following nic strengths:

• 1.6% - 18 mg/ml
• 2.5% - 28.5 mg/ml

How long does a e Liquid Pod/Vuse e Liquid Pod last in puffs?

Each Vuse e Liquid pod delivers approximately 950 puffs in laboratory testing. However, this may vary depending on your vaping behaviour. Based on laboratory testing of newly manufactured product (including recharging) at a puff duration of one second and may vary depending on individuals' usage behaviour.

When do I change my Vuse e Liquid pod?

You should change your e Liquid pod when it stops producing vapour even when the battery in your Vuse Go Reload vape pen is charged. Or when the taste or quality of the vapour deteriorates.

What ingredients do Vuse e Liquid pods contain?

Propylene glycol (PG), vegetable glycerine (VG), nicotine salts, and carefully selected flavourings formulated specifically for the Vuse Go Reload and ePod 2 vape pens.

What type of nicotine does Vuse use?

Vuse e Liquids contain nicotine salts for a smooth draw.

Are Vuse e Liquid pods VG or PG based?

Vuse e Liquid pods contain both VG and PG.

Where is the liquid inside the Vuse e Liquid pods made?

The liquid in Vuse e Liquid pods is manufactured in Asia.

How many ml of liquid does a Vuse e Liquid pod hold?

Each Vuse e Liquid pod holds approximately 1.9ml liquid.

How many Vuse e Liquid pods come in each refill pack?

Each pack of e Liquid pods contains two Vuse e Liquid pods.

Do Vuse e Liquid pods come in different strengths?

Yes, there is a selection of 18 mg/ml (1.6%) and 28.5 mg/ml (2.5%) nicotine strengths. See the range of flavours and strengths available.

Can I refill a Vuse e Liquid pod myself?

No, Vuse e Liquid pods are not designed for refilling. Attempting to refill a Vuse e Liquid pod will void the warranty.

Will the flavour deteriorate if I do not use a Vuse e Liquid pod for, say 6-8 weeks?

If a Vuse e Liquid pod is still in its packaging, it should be fine. If it has been removed from its packaging, there may be a slight loss in flavour intensity.

Can I switch flavours without finishing my Vuse e Liquid pod?

Yes. The no-spill design of Vuse e Liquid pods mean you can remove them easily and quickly change pods.

Do Vuse pods expire?

The average shelf life for 18 mg/ml (1.6%) is 18 months and 12 months for 28.5 mg/ml (2.5%) Vuse e Liquids from the date of manufacture. The manufacturing date is clearly indicated on the side of the cardboard box.

How to read the Vuse pod expiration date?

If you’d like to check the expiry date of your pods, look for the month and year printed in black on the side of the cardboard box. This indicates when the e Liquid was manufactured. The average shelf life for Vuse e Liquids is between 1 year and 18 months depending on the nicotine strength of the pod.

Puff Count

What does puff count mean?

Puff count, for example “Up to 950 puffs per pod”, gives an indication of how many puffs a product will deliver, based on testing of the products at a set puff size. For non-rechargeable closed system products, such as Vuse Go, this is based on the number of puffs the product will deliver during its life, until the product no longer delivers a vapour. For rechargeable closed system products, such as the Vuse ePod 2 and Vuse Go Reload, this is based on the number of puffs the e Liquid [pod/cartridge] will deliver until the e Liquid runs out.

How do we determine the puff count?

Puff count is determined by testing the product on a vaping aerosol collection machine (puffing engine). This machine is capable of carrying out 1000s of puffs that are identical.

The puffing engine is programmed to puff the product according to set puffing parameters, one of these being the length of time for each puff (puff duration). The counting of the puffs stops at the point that the weight of aerosol produced per puff drops significantly. The final puff count is based on the average of the 5 samples tested.

How is the puff duration set?

Each user of the product will have different patterns of use throughout the day and compared to other users of the product. This is an important factor to consider when setting the duration of the puff for testing. Considering this wide range of use patterns we carry out testing and report 2 different puff count figures that cover a representative range of puff durations based on product use.

A consumer experience puff count that more closely reflects a proportion of consumer usage behaviours
A puff count based on the ISO 207681 vapour puffing regime standard (3 seconds)
Consumer puffing behaviour insights show that a 3 second puff duration is an overestimate of puffing duration for the majority of users of non-rechargeable and rechargeable closed system products. To support consumer navigation of the products available, therefore, the consumer experience puff count on our packs is based on a 1 second puff duration testing regime and considers other potentially relevant factors. We will continue to use the ISO 207681 vapour puffing regime standard for scientific studies and regulatory submissions.

As described above this puff count is based on laboratory testing and may vary depending on individual usage behaviours.

Delivery & Returns

How do I track my Vuse order?

We'll keep you updated by email to let you know the status of your order. We will send you an email when your order has been accepted, and another when your Vuse products have been dispatched. If you have any questions relating to your order, simply get in touch and we'll be happy to help.

Can I get Vuse pods delivered?

Yes, you can have Vuse pods delivered in NZ. Order a pack online or sign up for our eLiquid Subscription Service for automated delivery.

Does Vuse deliver outside of New Zealand?

No, we only deliver to addresses within New Zealand.

How much is Vuse delivery?

Standard delivery is FREE for orders over $50 (including GST and all applicable promotional discounts) otherwise shipping is $2.99. You can find out more about our delivery here.

Can I change my delivery address?

If you have made an order and need to change your address, unfortunately we are unable to change your address. But please get in touch with us via our Contact Us page and we will endeavor to help you with your order.

How do I return Vuse products?

If the wrong order arrives or if it arrives damaged or defective in anyway, please contact us as soon as possible using methods shown on our Contact Us page.

If you are not 100% satisfied with your order we offer a money-back guarantee – to claim your money back, please call our Vuse Care Team on 0800 897 369, or email on info.nz@vuse.com and they will be happy to assist you with your claim.