FREQUENtlY ASKED QUESTIONS
Need some help with your order or got a burning question that you need answered straight away? Just click on one of the sections below to find the answer.
General
CAN ANYONE USE VUSE?
VUSE e-cigarettes are designed for adult smokers and adult users of nicotine products. They are not suitable for: people under the age of 18; people who are allergic/sensitive to nicotine; pregnant or breast-feeding women; people who should avoid tobacco or nicotine products for medical reasons; people with an unstable heart condition, severe hypertension or diabetes. Keep VUSE products out of reach of children and pets.
How can I avail the 10% discount?
To avail the 10% discount, simply enter the promotional code [VUSE10] during the checkout process on our website.
Is the 10% discount applicable to all products?
the 10% discount is applicable on VUSE GO Product Only
Can I use multiple discounts or promotions simultaneously?
our discounts cannot be combined with other promotions. You can only use one discount code or offer per transaction.
What if I forget to enter the discount code during checkout?
Unfortunately, once an order is placed, we cannot retroactively apply the discount. Please make sure to enter the discount code before completing your purchase.
I have a problem applying the discount code. What should I do?
If you're experiencing issues with the discount code, please double-check that it is entered correctly. If the problem persists, contact our customer support for assistance.
Is there a limit on using the discount code?
Yes the discount code can only be used once per user, with a cab of 50 AED Maximum.
Can I cancel my order?
In case you want to cancel your order, please contact the Customer Care:
800-Vuse or +971 800-Vuse (8873)
Operating Hours are from 10am to 6pm (Sunday - Thursday)
How long will it take for my order to get delivered?
Standard Delivery for Abu Dhabi & Dubai orders have same day delivery if ordered before 3 PM
However, if you are located in a remote area, delivery will take up to 2- 3 Working Days.
Can I track my order? How?
Unfortunately, you can not track your order via the website. We are currently working on this option.
However, if you would like to know about the status of your order, please contact our customer care number: 800-VUSE (8873)
Operating Hours are from 10am to 6pm (Sunday - Thursday)
What do I do if my package hasn't been delivered?
Please contact the Customer Care:
800-Vuse or +971 800-VUSE (8873)
Operating Hours are from 10am to 6pm (Sunday - Thursday)
Can I make a change to an existing order I've made?
Unfortunately, you can not amend your order; however, you can cancel your order and initiate a new one.
Please contact our customer care number in case you want to cancel your order.
How should I carry my device on passenger airplanes?
The European Aviation Safety Agency’s (EASA) guidelines direct passengers who are packing their (VUSE) device in checked luggage to ensure their device is “completely switched off and effectively protected from accidental activation”. Passengers must also ensure their devices aren’t in the same bag as flammable materials, including perfumes. However, the International Civil Aviation Organisation (ICAO) has banned the transportation of vaping devices in checked luggage altogether and 191 countries use ICAO guidelines to make their flight laws. To stay on the right side of both regulations, you should carry your device in your hand luggage, ensure it is completely switched off (and packed in a way that will prevent it from accidentally switching on), and not in the same bag as any flammable items. You should also remember that your flavour eLiquid pods count as liquids when you are passing through airport security.
Where can I find a Vuse service center?
Please contact the Customer Care Number: 800-VUSE (8873)
Operating Hours are from 10am to 6pm (Sunday - Thursday)
How many puffs can I get on full charge?
When fully charged, your VUSE will last for about 275 puffs - although this may vary slightly based on consumption.
Is age verification required to purchase a VUSE device?
We follow all local rules and regulations, so you need to be above the age of 18 to buy the VUSE ePod 2.
How many VUSE pods do you get in a refill pack?
Our packs come in two sizes: 2 Pods per pack and 1 pod per pack which is only available as part of a bundle on vuse.com
How long does the Vuse pod last?
Puffs may vary depending on consumption, however you should be able to enjoy approximately 275 puffs.
When is it time to change the Vuse eLiquid pod?
It's time to change your Vuse ePod eLiquid pod when:
- Your Vuse ePod stops producing vapour.
- You notice a deterioration in the taste or quality of the vapour.
VUSE GO
Are my Vuse Go flavours the same I find on my Vuse ePod?
What is the dimension of my Vuse Go?
107.95mm (length) x 15mm (deep) x 15mm (width).
How many puffs will I get from my Vuse Go?
Each Vuse Go disposable vape will deliver up to 500 puffs before battery depletion as measured in laboratory testing. However, this may vary depending on individual usage behaviour.
Why is there no vapour coming from my Vuse Go?
It could be one of several, reasons:
- Your Vuse Go disposable vape may have run out of charge. You may responsibly dispose of it.
- Dirt might be blocking the mouthpiece. Clean it with a dry cloth.
If your Vuse Go is not working in the way that you expected and you have tried the suggested remedial action (cleaning), please contact the Customer Care team.
How do I look after my Vuse Go?
Follow the instructions on the leaflet that came with your Vuse Go disposable vape. They include but are not limited to the below.
- Store your Vuse Go between 0-35°C
- Do not drag, crush, pierce, incinerate or immerse the device in water, keep Vuse product dry
- Never leave in direct sunlight or near heat sources
- Do not use around flammable liquids or gases
How do I clean my Vuse Go?
Use a dry cloth. Alternatively, you can use an anti-bacterial wipes to clean the mouthpiece and allow the mouthpiece to dry before use.
Where can I find the traceability codes on the Vuse Go?
It can be found on, or around, the base of the device. Quote this code when contacting your Vuse Care team.
Do I need to charge my Vuse Go? Can I recharge by Vuse Go?
No, you don't! Vuse GO is designed for single use and cannot be recharged. Each Vuse GO device holds up to 500 puffs before the battery runs out.
Why has my Vuse Go stopped working?
Each Vuse Go disposable vape will deliver up to 500 puffs before battery depletion as measured in laboratory testing. However, this may vary depending on individual usage behaviour. The battery is designed to run out of charge before the eliquid is exhausted to help prevent burnt taste/dry puffs.
What are the product specifications of the Vuse Go?
The Vuse Go contains 2ml eLiquid and has a battery capacity of 370mAh.
Does my Vuse Go eLiquid contain nicotine salts?
Yes, our Vuse Go eLiquids contain nicotine salts. Our eLiquids contain nicotine, propylene glycol (PG), glycerol (also known as vegetable glycerine or VG), flavourings and benzoic acid.
VUSE GO 5000
Are my Vuse Go Box flavours the same I find on my other Vuse go product ?
Yes, Vuse Go 5000 has same eliquid as the Vuse Go product Vuse Go 5000 has launched with 8 flavours from Vuse Go range, and further flavours will be introduced in the future.
What is the dimension of my Vuse Go 5000?
90mm(length) × 43mm(width) × 22.4m(thickness).
How many puffs will I get from my Vuse Go 5000?
Vuse Go 5000 delivers up to 5000 puffs when newly manufactured products are tested at a puff regime that more closely represents a proportion of consumer usage behaviours.A study was conducted at an independent laboratory, Labstat International Inc, on the Vuse Go Edition 1 5000 device (V6205) filled with Mango Ice 20mg/ml nicotine strength (5 samples tested), representing the device performance for all eliquids with the same base formulation (50:50 PG/VG), to determine the number of puffs per device, including recharging of the device at set intervals.Aerosol Collected Mass (ACM) was measured over set puff blocks of 50 and 100. The devices were puffed using the following regime: 18 ml puff volume, for 1 second duration every 30 seconds. As this device is rechargeable, the devices were recharged every 500 puffs. End of life is determined as either a significant decrease in ACM (calculated as mg/puff) compared to the average of the mg per puff from the first puff block (between 25 to 50% observed decrease), or when the battery is depleted (indicated by rapid flashing LED when puffed). For Vuse Go Edition 1 5000 device (V6205) decrease on the ACM occurs first, so that is the key determining factor for the puff count. The mean puff count for Vuse Go Edition 1 5000 devices was 5910 puffs (ranging from 5850 minimum to 6050 maximum), the mean puff count is 18% over the claimed puff count.
Why is there no vapour coming from my Vuse Go 5000?
It could be one of several reasons: • Your Vuse Go 5000 may have run out of charge. You may need to recharge the device . • Your Vuse Go 5000 may have run out of e-liquid.You may responsibly dispose of it. • The silicone air channel bungs may still be in place, please remove before use. • Debris might be blocking the mouthpiece. Clean it with a dry cloth. If your Vuse Go 5000 is not working in the way that you expected and you have tried the suggested remedial action (Removal of silicone air channel bungs and/or cleaning), please contact the Customer Care team.
Why am I experiencing an off-taste, dry-hit, or burnt note in the vapour coming from my Vuse Go 5000
It could be your Vuse Go 5000 may have run out of liquid. You can check the remaining liquid level through the translucent mouthpiece section and if empty, please dispose of it responsibly.
How can I know the remaining liquid?
You can easily observe the liquid through the translucent mouthpiece. It is recommended to turn the device upside down to observe the remaining liquid, because part of liquid is covered by wrap sticker..
How do I clean my Vuse Go 5000?
Use a dry cloth. Alternatively, you can use an anti-bacterial wipe to clean the mouthpiece and allow the mouthpiece to dry before use.
Where can I find the traceability code on the Vuse Go 5000?
It can be found on the base of the device. Quote this code when contacting your Vuse Care team.
Can I recharge by Vuse Go Box?
Vuse Go 5000 is a recharable e-cigarette device.
Why has my Vuse Go 5000 stopped working?
Vuse Go 5000 delivers up to 5000 puffs when tested at a puff regime that more closely represents a proportion of consumer usage behaviours. When your Vuse Go 5000 stop working ,you are recomended to check remaining eliquid through the translucent mouthpiece. If there's still remaining liquid in the device,your Vuse Go 5000 may have run out of charge. You may need to recharge the device .If empty, please dispose of it responsibly.
What are the product specifications of the Vuse Go 5000?
The Vuse Go contains 10 ml eLiquid and has a battery rated capacity of 560mAh.
Does my Vuse Go 5000 eLiquid contain nicotine salts?
Yes, our Vuse Go Box nicotine containing eLiquids form nicotine salts. Our eLiquids contain nicotine, propylene glycol (PG), glycerol (also known as vegetable glycerine or VG), flavourings, plus benzoic acid and lactic acid to produce the nicotine salts.
What are the product specifications of the Vuse Go 5000?
The Vuse Go contains 10 ml eLiquid and has a battery rated capacity of 560mAh.
vuse epod2
What is the difference between the Vuse ePod and Vuse ePod 2 vape pens?
1. Faster charging: The Vuse ePod2 vape pen fully charges in 60 minutes (vs. 80 minutes for ePod) and is ready to go with 80% charge in 35 minutes, when an appropriate charging input is used.
2. Splash proof: The Vuse ePod2 vape pen has been tested to IPX4 standard, meaning it is protected from splashing water.
3. Vape whilst charging enabled: You can now vape whilst your Vuse ePod2 vape pen in charging.
4. New Distinctive Design: The new Vuse ePod2 vape pen has been redesigned from the ground up, with a modern angular shape and comes in two premium colours.
What is vape?
Vape meaning: 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.
Does the Vuse device come charged?
The device will be semi-charged, however we recommend charging it for just 60 minutes prior to use.
Any post-purchase care I need to know of?
Follow these simple steps:
1. Charge your Vuse ePod 2 with the magnetic USB charging cable provided in your Device Kit.
2. Use your Vuse ePod 2 with Vuse eLiquid pods only
3. Keep your Vuse ePod 2, charging accessories and pods dry. Precipitation, humidity or moisture can corrode the electronic circuits.
4. Store your device and eLiquid pods at temperatures between 0-25°C.
How do I charge my device?
1. Place the vape pen into the magnetic USB charging cable supplied with your Vuse ePod 2.
2. Connect the other end of the USB charging cable to the USB port of a computer.
3. When charging, the white LED on the Vuse ePod 2 vape pen will flash white. When the LED disappears, the Vuse ePod 2 vape pen is fully charged. Disconnect the magnetic USB charging cable.
4. Your Vuse ePod 2 vape pen should fully charge in about 60 minutes.
5. To avoid the risk of fire, injury and/or damage to your Vuse ePod 2 vape pen or other property, only charge your Vuse ePod 2 vape pen with the equipment provided with your Vuse ePod 2 or with compatible Vuse charging accessories.
6. Never leave your Vuse ePod 2 vape pen unattended during charging.
7. Rating input of magnetic USB charging cable: 5VDC, 1.5A.
8. The Vuse ePod 2 vape pen should only be connected to a safety extra-low voltage (SELV) circuit rated at 5VDC, 0.75A. Using an AC adaptor with a current output lower than this will make charging take longer.
When do I know it's time to charge my device?
When the white LED flashes 10 times, it is time to charge your Vuse ePod 2 vape pen. Your Vuse ePod 2 vape pen battery may run out before your Vuse e Liquid pod is finished, so don't automatically discard the pod when charging your vape pen.
How do I dispose of a Vuse device?
eLiquid Pods and Devices are recyclable. You may dispose them in the designated recycle bins on through our Vuse recycling program.
Where are the Vuse eLiquid Pods made?
The Vuse ePod eliquids are made in the USA & assembled in China.
How do I know if my device is on or off?
Vuse ePod 2 vape pen is activated by puffing. When the Vuse ePod 2 vape pen is activated, the white LED will appear. When your puff ends, the white LED will gradually disappear.
Can I charge my device overnight?
Although the Vuse ePod 2 has been designed with specific safety features, we advise against leaving it to charge whilst unattended or overnight. The device will fully charge in just 80 minutes.
Is the eLiquid pod VG or PG based?
The Vuse ePod 2 eLiquid pods contains both.
How much nicotine is in a Vuse eLiquid pod?
Each Vuse ePod eLiquid pods contains 1.9ml eLiquid, and the total nicotine content depends on the nicotine strength. For example 18mg/ml gives a total of 34.2mg of nicotine while 6mg gives a total of 11.4mg of nicotine.
When is it time to change the Vuse eLiquid pod?
It's time to change your Vuse ePod 2 eLiquid pod when:
- Your Vuse ePod 2 stops producing vapour.
- You notice a deterioration in the taste or quality of the vapour.
Return and warranty
Does Vuse have a warranty?
All new devices come with 6 months warranty against fault. This means that if your device stops working properly during the applicable warranty period we will replace it for free or give you a refund.
Please read and follow the Post Purchase care steps not to miss the Warranty
Unfortunately, we do not provide warranty on e-liquid pods due to the nature of the product.
What is not covered by the warranty?
This warranty does not cover any faults resulting from fair wear and tear or misuse of the product, including but not limited to:
• Negligence by you or a third party.
• Incorrect use of your product in accordance with the user instructions.
• Unauthorized repairs or other modifications.
• Improper charging of your device (including the use of alternative chargers and charging adaptors).
How do I make a warranty claim? (For UAE, Kuwait and KSA Consumers only)
If you need to make a claim (UAE, Kuwait, and Saudi Arabia) or you think there is an issue with your device, please contact the Vuse Care team on 800-VUSE (8873) or via email which can be found on our contact us page.
You will be asked to describe the fault in detail and provide order number/proof of purchase, so please make sure you have this information on hand.
• If the product is diagnosed as faulty, Vuse will replace the product for you or give you a refund.
• You may be asked to return the faulty device for investigation. Failure to return the defective device if requested may affect your claim.
PLEASE NOTE: This warranty does not affect your statutory rights.
What do I do if I received my order damaged?
If your order arrives damaged in any way then please contact Vuse Care team on 800VUSE (8873) or via email to info.mea@vuse.com within 7 days from date of delivery. We reserve the right to inspect the product and determine whether or not we consider the item to be damaged. If we find that it is, you will receive a full refund or replacement.
