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JUUL Orders

What's the soonest I can get my order?

Our standard shipping method is USPS Priority Endicia, which can take 3-7 business days. We also offer USPS Express 1-2 Day delivery.

We ship Monday through Friday, with all orders placed before 12:00 PM Pacific Time shipping same day. Orders placed after 12:00 PM Pacific Time will ship the next business day.

*Delivery dates are only estimates provided by the courier and may be affected by weather, national holidays, and some geographic locations.

Can I make a change to an existing order?

Once an order has been placed, we can not make any additions, subtractions, or substitutions. If you no longer want the exact items on your order, please contact support to request a cancelation.

Can I return my product for a refund? How?

Please carefully research the product before purchasing. Refunds are only available for new and unused devices purchased within 30 days on juulvapor.com. If the shrink wrap is broken a refund cannot be honored. Devices purchased through an authorized JUUL retailer cannot be refunded by the JUUL Care Team.

Contact us to receive a return authorization and shipping instructions.

My card has been charged multiple times. What do I do?

Declined transactions may appear on your billing statement as pending transactions. Within 5 business days, your bank will remove these pending transactions from your account. Because the transactions were declined, they will never be posted or permanently charged to your account. Unfortunately, during that time that the bank is processing the pending transactions, those charges will be deducted from your account balance. These funds are not being held by Pax Labs, Inc. and the pending status will be removed only by your bank.

Why was my card charged if I didn't receive an order confirmation?

If you did not see a confirmation number at the end of the checkout process, an order was not completed. Declined transactions may appear on your billing statement as pending transactions. Within 5 business days, your bank will remove these pending transactions from your account.

Because the transactions were declined, they will never be posted or permanently charged to your account. Unfortunately, during that time that the bank is processing the pending transactions, those charges will be deducted from your account balance. These funds are not being held by juulvapor.com and the pending status will be removed only by your bank.

My card was charged but my order hasn't shipped and in my account the status is "On Hold." What's going on?

All accounts must be age verified prior to an order being shipped. Please check the Age Verification tab in your account to check your status.

Is Age Verification required?

We are required and committed to preventing sales to anyone under the legal purchasing age. When you place an order, your name, address and date of birth are used to confirm your identity and age. PAX Labs Inc account members only need to do this once. In some cases we might be unable to verify your age during check-out and will need you to provide alternate information to complete your order.

  • Previous home address
  • Last four of SSN
  • ID Upload

We utilize Veratad’s AgeMatch and IDMatch Verification services to perform these checks. Veratad uses billions of records from multiple trusted and secure data sources to verify the information that you provide and ensure that you qualify to access and purchase products from PAXvapor.com. This process has been developed with privacy in mind, and checks are secure with detailed information neither shared nor accessible.

Veratad's Age Verification service can be accessed from your PAX Lab's account dashboard. Providing false information may constitute a violation of the law.

For more, please see our privacy policy.

When will my order ship?

Orders ship Monday through Friday. If your order is received before 12:00 PM Pacific Time, we will ship it the same day. Orders placed Friday afternoon and over the weekend will ship Monday.
JUULpods and juice

How does the JUULpod work? // How is the juice heated?

JUUL uses a closed loop temperature control algorithm to deliver the ideal amount of power at any given time to the JUULpod. The juice is heated using an industry standard wick and nichrome coil system.

What is the nicotine concentration?

Each JUULpod contains 0.7mL with 5% nicotine by weight, approximately equivalent to 1 pack of cigarettes or 200 puffs.

How many cigarettes = 1 pod?

Each JUULpod contains 0.7mL with 5% nicotine by weight, approximately equivalent to 1 pack of cigarettes or 200 puffs.

How should I store my JUULpods? Do they expire?

There isn't an expiration date on JUULpods, but you may experience a natural flavor decrease after one year. It's best to store JUULpods at room temperature in a dry environment in their sealed compartments until use.

How do I dispose of a JUULpod?

JUULpods can be thrown away in a regular trash can.

Are you going to make non-nicotine juice?

At this time all our JUULpods include nicotine, but you can subscribe to our newsletter to keep up with the latest JUUL developments.

Why is this juice so freaking good? Why can't I put this thing down!?

Because our chemists and engineers are awesomely talented.

Can I buy JUUL juice in bulk?

At this time we only sell our juice in pod form, but you can subscribe to our JUUL Auto-Ship service and sign-up for the newsletter to keep up with the latest JUUL developments.

Can I refill my JUULpods with juice?

For health and safety concerns, please do not attempt to refill your JUULpods.

Can I open the JUULpod?

For health and safety concerns, please do not open your JUULpods.

Will you be releasing any other juice flavors?

At this time we sell just 5 delicious flavors, but you can subscribe to our newsletter to keep up with the latest JUUL developments.

My JUULpod is leaking when I use it?

Minor leaking from your JUULpods is not uncommon during use and shouldn't persist under normal use by following suggested drawing tips. If your JUULpod is leaking slightly, you can continue to use it, but wipe off the juice before inserting back into your device. Leaking can occur when juice is pulled up into the air path due to one of the following reasons:

Puffing aggressively on the mouthpiece - try puffing more gently.

Squeezing or biting the pod as you puff - relax your mouth on the mouthpiece.

Squeezing the wide sides of the pod when you insert it - place your fingers on the outer edges of the hard plastic mouthpiece as you click into place.

If you encounter an excessively leaky pod or continue to experience leaking after making these adjustments, please contact the JUUL Care team.

What's the best way to draw on JUULpods?

JUULpods are built for easy, smooth drawing and produce an optimal vapor and nicotine experience under normal drawing pressure.

It may take a little extra suction on the first draw to get the JUULpod going, but the JUUL Care team always recommends a gentle puff on the mouthpiece.

Avoid aggressively puffing or using extreme suction as this can force juice up into the air path.

It's best to avoid squeezing the mouthpiece between your teeth or lips - this pressure may also force liquid up into the air path and cause leaking.

When inserting your pod, place your fingers on the outer edges of the hard plastic mouthpiece to avoid squeezing the pod as it clicks into place.

Manufacturing Quality

Where is JUUL made?

JUUL products are designed in San Francisco and manufactured in the United States and internationally under the supervision of our talented engineering team.

How is JUUL made?

From concept to creation, the award-winning design and engineering teams at San Francisco-based PAX Labs, Inc. oversee production of all JUUL products. We integrate responsive design with smart technology and high quality materials to produce each piece. Continuous improvement is part of our culture, and it's present in all of our manufacturing, assembly and treatment processes. Our JUULpods and juice are assembled and filled here in the United States, under the direct supervision of our engineers and manufacturing quality managers. We also work with established and talented vendors from around the world to complete manufacturing and assembly processes. Our engineering team ensures all parts are compliant to international and US safety and quality standards like RoHS and EMC, and undergo extensive testing and inspection at PAX Labs, Inc.

What materials make up JUUL and the JUULpods?

Our JUULpods are made from BPA free, heat resistant, food-grade plastics, a stainless steel vapor path and an industry standard silica wick and nichrome coil heater. The JUUL aluminum shell encases a Lithium Ion battery, a circuit board and a pressure sensor, separate from the vapor path and liquid.

What is in the JUULpod juice?

No tobacco or e-liquid product should ever be considered "safe". We encourage consumers to do their own research regarding vapor products and what is right for them. After years of research, PAX Labs developed its proprietary e-liquid formula, which is mixed under strict quality controlled processes utilizing industry leading US partners.

Our ingredients include: glycerol, propylene glycol, natural oils, extracts and flavor, nicotine and benzoic acid.

• Glycerol and Propylene Glycol are commonly used humectants in vaporization liquids, and also used in a number of consumer products like toothpaste.

• Benzoic Acid, is a naturally occurring acid found in the tobacco plant, which is a part of our proprietary formulation that makes JUUL the ultimate vaping experience.

• As a policy, our development and manufacturing process does not add diacetyl and acetylproprionyl (or 2,3-pentanedione) as flavor ingredients.

• Nicotine content: 0.7mL with 5% nicotine by weight (59 mg/mL per pod, ~ content of a pack of cigarettes).

If you have further questions or concerns about the health impact of vaping we recommend you contact a health care professional.

Can you speak to the health and safety of this product?

No tobacco product should be considered safe. If you have any health concerns about use of JUUL or any other tobacco product, we recommend that you consult with your physician. Inhalation of e-vapor may aggravate existing respiratory conditions. If you do not currently use nicotine containing products, we recommend that you do not start. However if you are an adult smoker who has been looking for an e-vapor alternative that can satisfy like a cigarette, then JUUL may be a good choice for you. JUUL does incorporate several consumer protections, including a sophisticated temperature control system which is optimized to maintain the temperature needed for optimal vaporization and to avoid combustion and generation of smoke. We stand by the quality of our products and are committed to bringing you the best technology in vaporization, which is why our engineering team ensures all parts are compliant to international and US safety and quality standards like RoHS and EMC, and undergo extensive testing and inspection at PAX Labs. Furthermore, JUUL e-liquid and vapor are also tested by an independent lab. PAX Labs tracks emerging FDA regulation closely, and we support responsible product quality standards.

What should I know about nicotine?

Nicotine is not appropriate for use by minors. Nicotine is addictive.

What kind of magnets are there? Will they affect other electronics?

There are magnets at the base of the device that hold it securely in place while connected to the magnetic USB charging dock. Many electronic devices with magnets can affect each other, JUUL not excluded. For example, while charging connected to a laptop, JUUL can trigger a magnet inside your computer that forces it into sleep mode. This won't damage your computer, but if this happens try using an alternate USB port. We've found using the port on the right side of your computer works best for charging JUUL, but this could be different depending on the type of laptop you have. JUUL should also be kept away from key cards, credit cards, and other items with magnetic strips.
JUUL Shipping

Can you ship to PO Box addresses?

At this time we cannot ship to PO Boxes as adult signature is required for all deliveries.

What's the soonest I can get my order?

Our standard shipping method is USPS Priority Endicia, which can take 3-7 business days. We also offer USPS Express 1-2 Day delivery.

We ship Monday through Friday, with all orders placed before 12:00 PM Pacific Time shipping same day. Orders placed after 12:00 PM Pacific Time will ship the next business day.

*Delivery dates are only estimates provided by the courier and may be affected by weather, national holidays, and some geographic locations.

What type of packaging will my order be delivered in?

Your order will be shipped in discreet packaging with no visible logos.

What do I do if my parcel was not delivered?

If a package is not delivered, please call your local post office for immediate assistance with your parcel. We ask that before contacting the JUUL Care Team, you make a claim by calling 1-800-ASK-USPS®. Please include the claim number when contacting us via juulvapor.com/support.

Please note: damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy. Please feel free to contact us with any questions regarding our policies.

What if the parcel is damaged?

If possible, please check the condition of your parcel before you sign for it. If it's at all damaged, don't sign for it and hand it back to the courier to return to us. If you only discover that your parcel is damaged after it is delivered, please contact the JUUL Care Team at juulvapor.com/support

Please note: damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied by the shipping carrier and exclusion from our return/exchange policy. Please feel free to contact us with any questions regarding our policies.

How can I track my order?

Once your order ships, you will receive a confirmation email with a link to your tracking number. This link will also be available in the Order History section of your account.
Availability

Can I buy JUUL and JUULpods in a store near me?

Yes - visit our store locator to find authorized vendors near you.

Is JUUL available outside of the US?

At this time we only sell JUUL in the United States, but sign up for our newsletter to keep up with new developments and retail locations.

How do I get wholesale pricing?

If you would like to become an authorized retailer of JUUL, please contact our Sales team.

Are there places in the US where you can't ship?

Due to local ordinances, we are unable to ship to Utah, Arkansas, Massachusetts zip code 02478, or anywhere else outside of the 50 US States. Finding a local store is a great alternative!
Service & Support

My JUUL is having trouble charging?

Make sure your JUUL charger is connected to an adequate power source and that the device is making a secure connection to the charging base. Before contacting the JUUL Care team, please also try cleaning the charge contacts on the device as well as the charging base itself using a dry or slightly moistened Q-tip.

My JUUL isn't creating vapor?

If you're seeing little to no vapor when you draw on JUUL, double check that the device LED is lighting up when you draw on the pod. You may want to try using an alternate JUUL pod to see if that helps. If you continue to have problems, please contact our JUUL Care team www.juulvapor.com/support/contact/

There was some some moisture on the inside of my JUULpod pack. What should I do?

JUULpods subject to excessive humidity or a drastic altitude change (like flying on a plane) may experience a minor amount of condensation or leakage. If your JUULpod leaks, it's best to avoid direct contact with the liquid, but if you get liquid on your hands simply wash with soap and water. You may continue to use a JUULpod if some liquid has escaped, but carefully wipe the juice off with a clean cloth or tissue before inserting into your device. If leaking persists, please contact the JUUL Care team.

What is the warranty for JUUL?

JUUL comes with a 1 Year Ltd Warranty for all devices purchased on JUUL.com or through an authorized JUUL retailer. Head here for more details www.juulvapor.com/support/warranty/ If you think you may need to claim your JUUL warranty please contact our JUUL Care team www.juulvapor.com/support/contact/

What is the return policy for JUUL?

Refunds are given on new/unused, unopened products purchased within 30 days on JUULvapor.com. We cannot provide refunds on devices purchased at an authorized retail location. To receive a replacement device under the warranty, register your JUUL device and send us a support request at https://www.juulvapor.com/support-ticket/ We do not generally accept refunds on used devices - please contact our helpful JUUL Care Team with questions.

JUUL disposal?

In the event that you need to dispose of your JUUL, please contact the JUUL Care team who will help you responsibly recycle your device.

My JUULpod is leaking when I use it?

Minor leaking from your JUULpods is not uncommon during use and shouldn't persist under normal use by following suggested drawing tips. If your JUULpod is leaking slightly, you can continue to use it, but wipe off the juice before inserting back into your device. Leaking can occur when juice is pulled up into the air path due to one of the following reasons:

Puffing aggressively on the mouthpiece - try puffing more gently.

Squeezing or biting the pod as you puff - relax your mouth on the mouthpiece.

Squeezing the wide sides of the pod when you insert it - place your fingers on the outer edges of the hard plastic mouthpiece as you click into place.

If you encounter an excessively leaky pod or continue to experience leaking after making these adjustments, please contact the JUUL Care team.

JUUL Device

Do I have to clean JUUL?

You may want to clean the charge contacts from time to time as the magnets can attract dust. We recommend using a dry or slightly moistened Q-tip to clean the charge contacts.

What's the best way to store JUUL?

It is best for the battery's health to ensure that the device is not stored for more than 2 weeks with an empty charge. When storing the device for a month or longer, it is best to charge the device fully and remove the pod before storage.

Can I take JUUL on an airplane?

We recommend referencing the comprehensive list of items prohibited by TSA: http://www.tsa.gov/travelers/airtravel/prohibited/permitted-prohibited-items.shtm. JUUL is safe for travel, but most airlines restrict the use of vaporizers. Exposure to extreme altitude changes like flying on a plane may cause slight leakage in JUULpods especially if they are partially used. We recommend not flying with partially used pods or disposing of them before getting on a plane and using a fresh one when you land. If your JUULpod leaks, it's best to avoid direct contact with the liquid, but if you get liquid on your hands simply wash with soap and water. You may continue to use a JUULpod if some liquid has escaped, but carefully wipe the juice off with a clean cloth or tissue before inserting into your device. If leaking persists, please contact the JUUL Care team.

How long does a charge last?

Depending on your use, a full charge will last roughly a full day or about as much as one JUUL pod.

What kind of battery is in the device?

JUUL uses a lithium-ion polymer battery.

Can I overcharge the battery?

JUUL's smart-charge technology will ensure there is no risk of overcharging.

How many puffs can I get on a full charge?

About 200 puffs = one JUULpod

Is this a good way to quit smoking?

JUUL is not intended to be a nicotine cessation device, and has not been tested as such.
Why JUUL

What makes JUUL 'intensely satisfying'?

JUUL is able to accomodate a high nicotine strength because of its proprietary juice chemistry and efficient delivery system. JUUL uses nicotine salts that are found in the tobacco leaf, rather than free-base nicotine, and is designed to produce consistent, quality vapor. Voila, intense satisfaction. Nicotine content: Each JUULpod contains 0.7mL with 5% nicotine by weight, approximately equivalent to 1 pack of cigarettes or 200 puffs.

What is the secret behind JUUL's vapor quality?

Our proprietary firmware regulates temperature to ensure JUUL delivers the appropriate amounts of power at all times during use - not too hot, not too cool - which enables the vapor quantity to be full while preserving the flavor quality.

Why is JUUL's delivery so smooth and consistent?

In short, JUUL's battery and cartridge are built to be extremely efficient and to carefully monitor the quality and delivery of vapor.

How is JUUL different from other products?

In addition to its unique size, form factor and intelligent interface, JUUL's proprietary formulation uses nicotine salts, which are found in the tobacco leaf.

What is your relationship to PAX?

The team at PAX Labs, Inc. makes both PAX and JUUL products. PAX is a portable looseleaf vaporizer (the very best on the market, if we do say so ourselves) and JUUL is our latest innovation for vapers seeking a closed system way to enjoy nicotine.

Are you owned by Big Tobacco?

Nope. We are an independent, San Francisco company focused on bringing beautiful products and the best vapor technology to our customers.
JUUL Autoship

Can you please tell me everything about your autoship program?

Of course!

JUULpod auto-ship orders receive 15% off the retail price and free shipping. Each auto-ship order must contain a minimum of two Pod Packs of any flavor. You can modify your auto-ship order up to the day before your scheduled shipment, as long as the order contains a minimum of two Pod Packs. To get started, select the shipping date of your initial order. Each subsequent order will be charged to your card and shipped on the same day each month. You’ll also receive a reminder email 7 days before your monthly order ships. Ship days that fall on a weekend will be processed the Friday before to ensure timely delivery. All subscription orders ship via USPS Priority Mail with a 2-4 day delivery estimate.

A JUULvapor.com account is needed to set-up your auto-ship schedule. Still stocked up on JUULpods? Log into your account to pause or cancel your auto-ship service up to one day before it’s scheduled to ship. You can also update your billing and shipping information from your account page.

Refunds are given on new/unused, unopened products purchased within 30 days on JUULvapor.com. We do not accept refunds on used products - please contact our helpful JUUL Care Team with questions.

PAX Labs is committed to ensuring nicotine products stay out of the hands of minors. All JUULvapor.com customers and account holders are age verified before a purchase can be completed. A signature from an adult age 21+ years is required upon delivery for all JUUL products.

All terms and conditions associated with the use of the JUULvapor.com website apply to you as a JUUL auto-ship subscriber. PAX Labs, Inc. may amend the terms of the auto-ship program and the website terms of use from time to time at its discretion.

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