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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 vaporised liquid (eLiquid) – which means eLiquid turned 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 vaporises 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 Vype products out of reach of children.

How old do I have to be to buy a Vype 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% means nicotine volume by weight and contains 12 mg/ml. Find out more about what’s in your eLiquids.

Vype ePen 3

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 Vype ePen 3 come ready charged?

The Vype ePen 3 battery comes partly charged. We recommend you fully charge (approx. 2hrs) your Vype ePen 3 before first use.

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

Why do I have to click the Vype ePen 3 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 Vype ePen 3 is producing dry puffs, typical when the cartridge has run out of liquid and should be replaced with a new Vype ePen 3 cartridge 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 Vype ePen 3 device?

Replacement will depend on your usage patterns. Your Vype ePen 3 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 Vype ePen 3 device, please consult the Vype Customer Care line.

If I’ve put ePen 3 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 Vype ePen 3 charging over night?

Although your Vype ePen 3 has several safety features, we advise against leaving it to charge whilst unattended or overnight. Please note that charging should only take about 2 hours from flat.

How many Vype ePen 3 cartridges do you get in each refill pack?

Each Vype ePen 3 refill pack contains 2 Vype ePen 3 vPro cartridges.

Why is there no silicon cap on my ePen 3 cartridge?

In line with Vype’s commitment to minimize the impact on the environment, we are removing the silicon caps used on our ePen 3 cartridges. This will not effect the product experience and our cartridge will still come sealed in the blister packaging.

How to charge your Vype ePen 3?

To charge your Vype ePen 3, attach the supplied USB charging cable to the micro USB port on the base of the Vype ePen 3 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 Vype ePen3.Fully charged: When your Vype ePen3 has reached full charge, which takes approximately 2hrs from flat, it will switch off.

Note: Charging LED indicator sequence optimised on ePen3. Solid Red LED duration extended to change to Solid Green only when nearly fully charged. All day use based on fully charged ePen3.

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 Vype products made?

Our Vype ePen 3 device is made in China. Our Vype eLiquids are made in the UK and then shipped to China where our Vype vPro Cartridges are made, for assembly.

Do I have to keep the silicon caps on the ePen 3 cartridge once it has been removed from the blister packaging?

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

How many ml of eLiquid does a Vype ePen 3 cartridge hold?

Each Vype ePen 3 cartridge holds approximately 2ml eLiquid.

Can I get a replacement USB charger if I lose it?

Micro USB charging cables can be purchased online.

Can I switch flavours without finishing the cartridge?

Yes, the no-spill design of the Vype ePen 3 vPro cartridges means you can remove it easily and quickly to change flavours.

Can I refill the Vype ePen 3 cartridge?

No, the Vype ePen 3 cartridge is not designed for refilling.

Where are Vype products available?

You can purchase Vype products online or find them at approximately 2,000 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 3 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 Vype ePen 3 work?

The Vype ePen 3 is a closed pod system designed in the UK. Our Vype vPro cartridges 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 cartridge.

The Vype ePen 3 contains a powerful 650mAh lithium-ion battery for consistent power delivery, it charges from flat in 2 hours.

How long does a Vype vPro cartridge last (puffs)?

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

What capacity is the Vype ePen 3 battery in mAh?

The Vype ePen 3 device contains a Lithium-Ion battery with a nominal electrical charge capacity of 650 mAh.

I have opened my starter kit but cannot find the USB charging cable?

Please pull out the formed plastic tray and on the underside, you will find the USB cable.

How will I clean the Vype ePen 3 if it gets dirty?

You can clean the Vype ePen 3 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 Vype ePen 3 cartridge?

It is time to change your Vype ePen 3 cartridge when:

Your Vype ePen 3 stops producing vapourYou notice deterioration in the taste or quality of the vapourYour Vype ePen 3 LED light flashes white five times. This indicates when Vype ePen 3 is producing dry puffs that are a clear sign that the cartridge has run out of liquid and should be replaced.

If your ePen 3 stops producing vapour and the cartridge is not yet empty, check your battery is fully charged.

How do I look after my Vype ePen 3?

To get the most from your Vype ePen 3, please follow the instructions for use as stated on the information leaflet:

Only charge your Vype ePen 3 with the charging accessories provided in the starter kit or Vype charging accessoriesOnly use your Vype ePen 3 with Vype ePen 3 cartridgesKeep your Vype ePen 3, charging accessories and cartridges dry when in storage and during use, as precipitation, humidity or moisture can damage your electronic devices.

The recommended storage temperature for Vype products is between 0-25°C. Your Vype ePen 3 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 Vype ePen 3 cartridges?

Pharmaceutical grade Propylene glycol (PG), Vegetable glycerol (VG), nicotine salts and food grade flavouring. Zero nicotine products contain 0mg/ml nicotine.

How long will each cartridge last?

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

Are your Vype ePen 3 cartridges VG or PG based?

Vype ePen 3 cartridges 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 cartridge 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 cartridges?

When the liquid runs out, our Vype ePen 3 will stop working so you know it’s time to change cartridges. 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.

Vype ePod

How do I look after my Vype ePod?

To get the most from your Vype ePod, please follow the instructions on the information leaflet that came with your product. Or take a look at them here:

Only charge your Vype ePod with the charging accessories provided in the starter kit or Vype charging accessories.Only use your Vype ePod with Vype ePod cartridges.Keep your Vype ePod, charging accessories and cartridges dry when in storage and during use, as precipitation, humidity or moisture can damage your device’s electronics.

The recommended storage temperature for Vype products is between 0 and 25°C.

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

You should clean the Vype 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 Vype ePod is not producing any vapour, why?

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

My Vype 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, Vype ePod will automatically shut down.Your Vype ePod battery has run out of charge, you need to place it on charge.

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

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

What happens if my 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. Vype retains the right to repair/replace any products at our discretion during this warranty period. For more details on our warranty please visit vype.co.nz

How long will my Vype ePod last?

A well maintained, regularly used Vype 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 Vype ePod battery charged will help to maintain the battery life.

How long does a cartridge/Vype ePod cartridge last (puffs) ?

Each Vype ePod cartridge delivers approximately 275 puffs in laboratory testing. However, the number of puffs will depend on your vaping behaviour.

When should I change my Vype ePod cartridge?

It is time to change your Vype ePod cartridge when:

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

How much nicotine does a Vype ePod cartridge contain?

Each Vype ePod cartridge contains 5% nicotine by weight or 57 mg/mL of nicotine.

What are the ingredients of my Vype ePod cartridges?

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

Are your Vype ePod cartridges VG or PG based?

The Vype ePod cartridge contains both.

Where is the eLiquid inside the Vype ePod cartridges formulated ?

Vype ePod eLiquids are formulated in the USA.

How many mL of eLiquid does a Vype ePod cartridge hold?

Each Vype ePod cartridge holds 1.9ml eLiquid.

How many Vype ePod cartridges do you get in each refill pack?

Each Vype ePod refill pack contains 2 Vype ePod cartridges.

Do the flavoured Vype ePod cartridges come in different strengths?

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

Can I refill the Vype ePod cartridge?

No, the Vype ePod cartridge is not designed for refilling.

Will the flavour deteriorate if I don’t use a cartridge 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 cartridge?

Yes, the no-spill design of the Vype ePod cartridges means you can remove it very easily and quickly to change flavours.

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

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

How do I charge my Vype ePod?

To charge your Vype ePod, place the device into the magnetic USB charging cable supplied with your Vype 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 Vype ePod will appear. When the LED disappears, the Vype ePod is fully charged and the magnetic USB charging cable should be disconnected.It should take about 80 mins to fully charge your Vype ePod device.

How do I use my Vype ePod?

Insert your Vype ePod cartridge into the Vype ePod device and simply puff to start your vaping experience.

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

When the Vype 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 Vype 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 Vype ePod will appear. When the LED disappears, the Vype ePod is fully charged and the magnetic USB charging cable should be disconnected.

Does the Vype ePod come ready charged?

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

What capacity is the Vype ePod battery in mAh?

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

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

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

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

Although your Vype 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 Vype 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 Vype Care Team on 0800 VYPENZ (0800 897 369), or email on info@vype.co.nz 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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