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FAQ

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General

What is vaping?

When vaping, you’re inhaling a vapour aerosol as opposed to smoke in a conventional cigarette. Vapour is vapourised liquid (eLiquid) – which means eLiquid 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 eLiquid) and the vapour condenses to form an aerosol, which is inhaled and exhaled.

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 breast-feeding 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, the ban on smoking in indoor workplaces only applies to smoking. It does not apply to vaping products.

However, individual employers and business owners decide whether or not to include vaping in their smokefree policies.

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

Not sure about nicotine strength?

Don’t be confused by a % figure and think that means mg/ml. 1.1% means nicotine volume by weight and contains 12 mg/ml. Find out more about what’s in your eLiquids.

Is the White LED flashing ten times?

If left inactive (no button press) for 10 minutes the LED will flash ten times and shut down to preserve battery life. Turn back on with three rapid clicks of the button

Does the Vuse ePen come ready charged?

The Vuse ePen battery comes partly charged. We recommend you fully charge (approx. 50 mins) your Vuse ePen before first use.

Please refer to the user guide in your starter pack for more information

Why do I have to click the Vuse ePen button 3 times to get it to start?

We have designed in the need to click one of the buttons 3 times rapidly for two reasons - to ensure your ePen doesn’t turn itself on while it’s in your pocket or bag for example, and as a child safety feature.

Is the White LED flashing five times during Vaping?

If the white LED indicator flashes five times quickly and shuts down, this is to signal that your Vuse ePen is producing dry puffs, typical when the cartridge has run out of liquid and should be replaced with a new Vuse ePen Pod before switching on and vaping.

Is the Red LED flashing eight times during Vaping?

If the red LED indicator flashes eight times quickly and shuts down, this is a safety feature to limit the longest draw (vape) to 8 seconds after which the device shuts down. Switch it back on with three rapid clicks of the button.

Will I ever need a replacement Vuse ePen device?

Replacement will depend on your usage patterns. Your Vuse ePen device should last for about 300 full charge/discharge cycles, before the battery efficiency begins to deteriorate (after repeated charge/discharge cycles, Lithium-ion batteries start to lose charge capacity, but this will depend on your personal vaping behaviour).

Is the Red LED flashing?

If you observe the red LED flashing, this could be indicating a warning such as low battery, or a puff time-out. If the red LED carries on flashing after waiting for ten seconds and switching back on and/or charging your Vuse ePen device, please consult the Vuse Customer Care line.

If I’ve put ePen down, how do I know if it’s on or off?

If you press the button and the light comes on, it’s on. If the light won’t come on, it’s off, and you will need to press the button three times rapidly. If that doesn’t work, the battery may have run out of charge and you will need to recharge it.

Is it safe to leave my Vuse ePen charging over night?

Although your Vuse ePen has several safety features, we advise against leaving it to charge whilst unattended or overnight. Please note that charging should only take about 50 minutes from flat.

How many Vuse ePen Pods do you get in each refill pack?

Each Vuse ePen refill pack contains two Vuse ePen Pods.

Why is there no silicon cap on my ePen Pod?

In line with Vuse’s commitment to minimize the impact on the environment, we are removing the silicon caps used on our ePen Pods. This will not affect the product experience and our cartridge will still come sealed in the blister packaging.

How to charge your Vuse ePen?

To charge your Vuse ePen, attach the supplied USB charging cable to the micro USB port on the base of the Vuse ePen and plug into any PC or smartphone USB port. When charging, LED will show the following indicator light, depending on its current battery charge level.

Pulsing Red: Your battery is less than 10% charged or empty.

Solid Red: Your battery charge level is between near empty and approximately three quarters charged. We advise that you keep on charge.

Solid Green: Your battery is almost fully charged, only a short time to wait, or you can disconnect the USB cable and enjoy vaping your Vuse ePen. Fully charged: When your Vuse ePen has reached full charge, which takes approximately 50 minutes from flat, it will switch off.

Note: Charging LED indicator sequence optimised on ePen. Solid Red LED duration extended to change to Solid Green only when nearly fully charged. All day use based on fully charged ePen.

Automatic charging cut off after 3 hours charging. Keeping in line with our quality promise, we’ve incorporated an intelligent software for short-circuit, over- discharge, overheating and over-charge protection.

Where are Vuse products made?

Our Vuse ePen device is made in China. Our Vuse eLiquids are made in the UK and then shipped to China where our Vuse eLiquid Pods are made, for assembly.

Do I have to keep the silicon caps on the ePen Pod once it has been removed from the blister packaging?

No, but if you think you will leave the Pod outside of its protective packaging for more than one day, we suggest that you refit the silicon caps to help seal the Pod and keep the tip clean when not in use.

How many ml of eLiquid does a Vuse ePen cartridge hold?

Each Vuse ePen Pod holds approximately 2ml eLiquid.

Can I switch flavours without finishing the Pod?

Yes, the no-spill design of the Vuse ePen Pods means you can remove it easily and quickly to change flavours.

Can I refill the Vuse ePen Pod?

No, the Vuse ePen Pod is not designed for refilling.

Where are Vuse products available?

You can purchase Vuse products online or find them at approximately 2,500 retail stockists around New Zealand.

Where can I find the batch/serial number?

You will be able to find the batch/serial number on the ePen in the area where the cartridge slots in. It will begin with the letter ‘H’ and will be 9 characters in length.

How does the Vuse ePen work?

The Vuse ePen is a closed pod system designed in the UK. Our Vuse eLiquid Pods simply click in and out, and are not designed to be refilled.

This means you never have to worry about buying or changing different parts like atomisers, clearomisers, coils or wicks, as you get a consistent vapour each time you change the Pod.

The Vuse ePen contains a powerful 650mAh lithium-ion battery for consistent power delivery, it charges from flat in 50 minutes.

How long does a Vuse eLiquid Pod last (puffs)?

Each Vuse ePen Pod delivers approximately 200 puffs in laboratory testing. But the number of puffs depends upon your vaping behaviour.

What capacity is the Vuse ePen battery in mAh?

The Vuse ePen device contains a Lithium-Ion battery with a nominal electrical charge capacity of 650 mAh.

How will I clean the Vuse ePen if it gets dirty?

You can clean the Vuse ePen with a dry cloth. Additionally, you can use wet wipes such as anti-bacterial or baby wipes to clean off any dirt from the tip.

When to change your Vuse ePen Pod?

It is time to change your Vuse ePen Pod when:

Your Vuse ePen stops producing vapour. You notice deterioration in the taste or quality of the vapour. Your Vuse ePen LED light flashes white five times. This indicates when Vuse ePen is producing dry puffs that are a clear sign that the cartridge has run out of liquid and should be replaced.

If your ePen stops producing vapour and the cartridge is not yet empty, check your battery is fully charged.

How do I look after my Vuse ePen?

To get the most from your Vuse ePen, please follow the instructions for use as stated on the information leaflet:

Only charge your Vuse ePen with the charging accessories provided in the starter kit or Vuse charging accessories. Only use your Vuse ePen with Vuse ePen Pods. Keep your Vuse ePen, charging accessories and Pods dry when in storage and during use, as precipitation, humidity or moisture can damage your electronic devices.

The recommended storage temperature for Vuse products is between 0-25°C. Your Vuse ePen is only suitable for operation between 0-40°C. If your device is operated outside of this temperature range it may get damaged or stop working. Make sure you store out of reach of children and animals.

What are the ingredients of my Vuse ePen Pods?

Pharmaceutical grade Propylene glycol (PG), Vegetable glycerol (VG), nicotine salts and food grade flavouring.

How long will each Pod last?

Each Pod contains 2mls of eLiquid for approximately 200 puffs. (Based on standard use)

Are your Vuse ePen Pods VG or PG based?

Vuse ePen Pods contain both. The balance of VG to PG in our products is designed to produce a balanced vapour in terms of mouth feel/mouthful of vapour and visible exhaled vapour.

Will the flavour deteriorate if I don’t use a Pod for some time, say 6-8 weeks?

If it’s still in its packaging, it should be fine. If it’s been removed from its packaging, after this time there may be a slight loss in the intensity of flavour.

How do I know when it’s time to change Pods?

When the liquid runs out, our Vuse ePen will stop working so you know it’s time to change Pods. This means you’ll always have a pleasant puff, and won’t experience a phenomenon called “dry puff” which some users of larger open systems can experience where the cotton or coil gets burned from heating with no liquid or over-use.

How do I look after my Vuse ePod?

To get the most from your Vuse ePod, please follow the instructions on the information leaflet that came with your product.

How will I clean the Vuse ePod if it gets dirty?

You should clean the Vuse ePod with a dry cloth only, as you must avoid getting any liquid near the battery. Additionally, you can use wet wipes such as anti-bacterial or baby wipes to clean off any dirt from the tip.

My Vuse ePod is not producing any vapour, why?

If the device is activated for longer than 5 seconds, Vuse ePod will automatically shut down. Your Vuse ePod battery has run out of charge, therefore you need to place it on charge. It may be time to change your Vuse ePod eLiquid Pod. There may be dirt accumulating that may affect connectivity between the device and the cartridge. You can clean the Vuse ePod with a dry cloth.

My Vuse ePod has turned itself off, why?

There could be several reasons, all of which are designed for either safety reasons or to save battery charge:

If the device is activated for longer than 5 seconds, Vuse ePod will automatically shut down. Your Vuse ePod battery has run out of charge, you need to place it on charge.

Where can I find the traceability codes on the Vuse ePod?

The traceability code is etched onto the base of the device and onto the metallic plate of the Pod. This code can be quoted when contacting the Vuse Care team.

What happens if my Vuse ePod breaks?

If your ePod device is shown to be faulty within 12 months of purchase, we will replace it, subject to our terms and conditions. Vuse retains the right to repair/replace any products at our discretion during this warranty period. For more details on our warranty please visit vuse.com

How long will my Vuse ePod last?

A well maintained, regularly used Vuse ePod device is designed to last at least 12 months. After this the battery efficiency will begin to deteriorate after repeated charge/discharge cycles. This is common for all Lithium-ion batteries but will vary, depending on your personal vaping behaviour. Keeping your Vuse ePod battery charged will help to maintain the battery life.

How long does a eLiquid Pod/Vuse eLiquid Pod last (puffs) ?

Each Vuse eLiquid Pod delivers approximately 275 puffs in laboratory testing. However, the number of puffs will depend on your vaping behaviour.

When should I change my Vuse ePod eLiquid Pod?

It is time to change your Vuse eLiquid Pod when:

Your Vuse ePod stops producing vapour. You notice deterioration in the taste or quality of the vapour.

How much nicotine does a Vuse eLiquid Pod contain?

Each Vuse eLiquid Pod contains 5% nicotine by weight or 57 mg/mL of nicotine.

What are the ingredients of my Vuse eLiquid Pod?

Pharmaceutical grade Propylene glycol (PG), Vegetable glycerol (VG), nicotine salts and food grade flavouring. The Vuse eLiquid flavour Pods contain a balance of VG and PG to produce a rich and bold vapour.

Are your Vuse eLiquid Pods VG or PG based?

The Vuse eLiquid Pod contains both.

Where is the eLiquid inside the Vuse eLiquid Pod formulated?

Vuse eLiquids are formulated in the USA.

How many mL of eLiquid does a Vuse eLiquid Pod hold?

Each Vuse eLiquid Pod holds 1.9ml eLiquid.

How many Vuse eLiquid Pods do you get in each refill pack?

Each Vuse eLiquid Pod refill pack contains 2 Vuse eLiquid Pods.

Do the flavoured Vuse eLiquid Pods come in different strengths?

5% nicotine by weight – 57 mg/ml nicotine strength is the only strength we currently offer.

Can I refill the Vuse eLiquid Pods?

No, the Vuse eLiquid Pod is not designed for refilling.

Will the flavour deteriorate if I don’t use a Pod for some time, say 6-8 weeks?

If it’s still in its packaging, it should be fine. If it’s been removed from its packaging, after this time there may be a slight loss in the intensity of flavour.

Can I switch flavours without finishing the Pod?

Yes, the no-spill design of the Vuse eLiquid Pod means you can remove it very easily and quickly to change flavours.

How will I be able to tell when to charge my Vuse ePod?

When the green LED flashes 10 times, it is time to charge your device. Your Vuse ePod device may run out of charge before the Vuse eLiquid Pod is finished, so don’t automatically discard the Pod when charging the device.

How do I charge my Vuse ePod?

To charge your Vuse ePod, place the device into the magnetic USB charging cable supplied with your Vuse ePod kit. The magnet will pull the device into place. Connect the other end of the USB charging cable to the USB port of a computer or compatible plug. 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. It should take about 80 mins to fully charge your Vuse ePod device.

How do I use my Vuse ePod?

Insert your Vuse eLiquid Pod into the Vuse ePod device and simply puff to start your vaping experience.

Why did the LED light appear when I was taking a puff?

When the Vuse ePod is activated, the green LED will appear.

When your puff ends, the green LED will gradually disappear.

Why did the LED light on the device flash 3 times?

The device has a short-circuit protection function: during activation, 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 light on the device flash 10 times?

When the green LED flashes 10 times, it is time to charge your device.

When on charge, why does the LED light stay on?

When charging, the green LED on the Vuse ePod will appear, then disappear when it is fully charged.

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.

Does the Vuse ePod come ready charged?

Vuse ePod comes partly charged but we recommend you fully charge your ePod before first use (approximately 80 minutes.)

What capacity is the Vuse ePod battery in mAh?

The Vuse ePod device contains a Lithium-Ion polymer rechargeable battery with a charge capacity of 350 mAh.

If I’ve put my Vuse ePod down, how do I know if it’s on or off?

Vuse ePod is activated by puffing. When the Vuse ePod is activated, the green LED will appear. When your puff ends, the green LED will gradually disappear.

Is it safe to leave my Vuse ePod charging over night?

Although your Vuse ePod has been designed with certain safety features, we advise against leaving it to charge whilst unattended or overnight. Please note that charging should only take about 80 minutes.

Delivery & Returns

How do I track my order?

We'll keep you updated by e-mail 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.

Do you deliver outside of New Zealand?

No, we only deliver to addresses within New Zealand.

How much is 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 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.

Media Queries

Are you a journalist and require further information?

Please contact the External Affairs team on +64 9 357 9453

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