FAQs
1. Products
Q1.1 What devices do you sell?
A: We specialize in high-performance disposable e-cigarettes for adult users. Our devices are equipped with state-of-the-art technology that guarantees an exceptionally long lifespan.
Q1.2 What are the specifications of your devices?
A: Our premium devices offer:
- Over 10,000 trains
- Mesh coil technology
- Compact, lightweight design (12–15 g)
- Pre-charged 500 mAh battery
- Leak-proof design
Q1.3 What is the nicotine content?
A: Our standard formula contains approximately 5% nicotine (50 mg/ml). Nicotine-free options are also available.
Q1.4 How should unused devices be stored?
A: For the best results:
- Store at a temperature of 15–25 °C
- Avoid extreme temperatures
- Consume within 8 months of the production date.
- Protect from direct sunlight
2. Ordering & Payment
Q2.1 Which payment methods do you accept?
A:
✓ Credit and debit cards (Visa, Mastercard)
✓ PayPal (email address must match delivery address)
✓ Bank transfer (German accounts only; orders are reserved for 48 hours)
✓ Cash on delivery (payment upon delivery) is supported
Q2.2 Why was my payment rejected?
A: The most common reasons are:
- Insufficient funds in the account
- Discrepancy between billing and delivery address
- Bank security measures / fraud protection (Please contact your bank)
Q2.3 Can I change or cancel my order after payment?
A: Requests received within 1 hour of payment can be considered. Please contact us immediately at smoknhub.service@outlook.com and provide your order number.
3. Shipping & Delivery
Q3.1 From where are the orders shipped?
A: All orders are shipped from our warehouse in Germany (currently only shipping within the EU).
Q3.2 What shipping options are available?
A:
- Standard shipping (3–5 working days)
- Express shipping (1-3 working days)
- Shipping insurance included
F3.3 How can I track my order?
A: You will receive your tracking number by email as soon as your order has been shipped. You can use it in our [ Order Tracking] section or directly on the shipping provider's website.
4. Returns and Refunds
Q4.1 Can I return vaping products?
A: Unused products in their original packaging can be returned within 14 days. Due to hygiene regulations:
- ✓ Allowed: Devices, accessories
- ✗ Not allowed: Opened e-liquids, used coils (atomizer heads)
F4.2 How long does the refund take?
A: 3–5 business days after receiving the return. The refund will be issued via the original payment method.
5. Legal & Compliance
Q5.1 Do you check the age of your customers?
A: Yes. German law requires 18+ verification through:
• Automatic check (public registers)
• Presentation of an identity document if the automatic check fails
Q5.2 Are your products TPD compliant?
A: Of course. All products meet the requirements of the EU TPD Directive regarding safety and labeling.
6. Troubleshooting
Q6.1 My device isn't working. What should I do?
A: Please try the following first:
- Make sure the battery is charged.
- Check the installation of the evaporator head (coil).
- Clean the contacts.
If the problem persists, please send us a short video to smoknhub.service@outlook.com .
Q6.2 My e-liquid tastes burnt.
Possible causes:
Old/dry coil → replace coil;
Too high power → reduce device power;
Too many consecutive puffs (chain vaping) → give the wick time to saturate