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FAQ

Q: What countries do you ship to?See more.

A: We ship to most countries in the world, however, we may not be able to ship to certain countries due to local import restrictions. In most cases, if you are able to find your country in the countries list at the checkout menu, it means we are able to ship there. If you cannot find your country in the list, chances are, your country has import restrictions that interfere with the import of electronic cigarette and/or nicotine devices.

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Q: Why doesn't the company come down on the price?See more.

A: We at Smoke Free are striving for the best technology and the highest quality. We make sure to use only the highest grade materials in all our products, all products are produced in a medical-like sterile environment. A quality control team is checking the products randomly throughout the manufacturing process. We are aware of the fact that there are cheaper electronic cigarette brands out there, however, we are also aware of the fact, that the highest quality in the market comes with a price and we are willing to pay the price of having the highest quality of product in the industry. Because we know how well our products are built we offer a lifetime warranty on all non-disposable electronic parts of our products.

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Q: Why would I need an extra battery?See more.

A: There are many benefits of having more than only one battery. Here are a few of these benefits:
• You can charge one battery while using another one. Ran out of power mid-use? No problem! Plug it in the charger and use your extra battery.
• Have multiple batteries to keep in different places; one for your office (or any other work environment), one for your car, another one to keep next to your bed.
• Have multiple batteries with different colors, to suit every mood and/or outfit.

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Q: Why can’t I exchange my Cartomizers?See more.

A: Due to the nature of the product and the fact that a cartomizer is a disposable unit that is designed to last only a certain amount of time. We are not able to offer an exchange on them. However, all other, non-disposable, electronic parts of our products are covered by our lifetime replacement warranty. If you should have any questions or concerns on that matter, Please don’t hesitate to contact us.

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Q: How long does it take for an exchange?See more.

A: Due to the differences in shipping and arrival times from one state to another, we cannot determine how long it will take for an exchange to be received, processed, shipped back and received by the customer. In most cases please allow up to 14 days for the whole process.

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Q: Why do I have to pay $15 for an exchange?See more.

A: In most cases, there is a fee of $15 that is associated with the exchange. This fee will cover all the shipping and handling costs of the products that are being exchanged.

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Q: How long does the battery last?See more.

A: A fully charged battery will last for up to 300 “Puffs”

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Q: How long will it take for my package to arrive?See more.

A: In most cases please allow 5-7 business days for your package to arrive. Depends on the type of shipping you chose (i.e. USPS, UPS, and DHL for international packages). For Alaska, Hawaii and U.S. territories please allow 2 additional business days.

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Q: Are there any places where I can get this locally?See more.

A: Yes. There are many retail locations throughout the United States, Europe, Africa, and more. Please contact our customer service team at 1-800.653.8594 to find out where is the closest location to you.

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Q: The representative at the retail location cannot help me and asked me to contact you directlySee more.

A: Most of the retail locations are privately owned and managed. Smoke Free, Inc. cannot control their staff and/or the merchandise they have or don’t have in stock. If there is an issue that cannot be solved with your local retailer, please don’t hesitate to contact us here online or toll free at 800-653-8594. We will do our best to solve any issue.

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Q: Why don't you offer refunds?See more.

A: Unfortunately, due to the nature of our products, we cannot accept refunds on previously purchased items. We will be more than happy to exchange any non-disposable electronic parts if it is malfunctioning. (See exchange policy)

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Q: What are the ingredients you are using in your liquid?See more.

A: Smoke Free uses only the top quality ingredients in all of our products.
Below you will be able to find the basic ingredients that appear in most of our products:
- ACETYL PYRAZINE
- ETHYL MALTOL
- NICOTINE (Only with high, medium, and low nicotine levels)
- GLYCERIN
- PROPYLENE GLYCOL
- MENTHYL ACETATE
- VEGETABLE GLYCERIN
This list may differ from one flavor to another. Please contact us in order to get the full list for a specific flavor.

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