Frequently Asked Questions

ZOOY VAPE devices are designed to last for the number of puffs indicated on the packaging:

• ZOOY King Series: Up to 25,000 puffs
• ZOOY Diamond Series: Up to 16,000 puffs
• ZOOY Bar Series: 5,000 to 10,000 puffs

The actual duration will vary based on individual usage patterns, including puff length and frequency. Most users find that our devices last significantly longer than comparable products from other brands.

For optimal performance and longevity, we recommend taking moderate puffs (2-3 seconds) rather than extended draws, and allowing 15-30 seconds between puffs to let the coil cool slightly.

ZOOY VAPE offers over 50 premium flavors across our product lines, categorized into the following flavor profiles:

• Fruit Flavors: Strawberry, Blueberry, Watermelon, Mango, Peach, Apple, Grape, Pineapple, Banana, Kiwi, Cherry, and various fruit combinations
• Beverage Flavors: Cola, Energy Drink, Coffee, Lemonade, Iced Tea
• Dessert Flavors: Vanilla Custard, Chocolate, Caramel, Cheesecake, Cookies & Cream
• Menthol/Cooling Flavors: Pure Menthol, Ice Mint, Cool Breeze
• Tobacco Flavors: Classic Tobacco, Virginia Tobacco, RY4 (Tobacco with Caramel)
• Specialty Blends: Unique combinations like Strawberry Watermelon Ice, Blue Razz, Tropical Mix

Not all flavors are available for every device model. Please check our product pages for the specific flavor options for each device.

Yes, all ZOOY VAPE products with 9,000 puffs or more are rechargeable via a Type-C USB port. This includes:

• All ZOOY King Series devices (20,000-25,000 puffs)
• All ZOOY Diamond Series devices (15,000-16,000 puffs)
• ZOOY Bar Series devices with 9,000+ puffs

Our lower-puff count ZOOY Bar Series devices (5,000-7,000 puffs) are non-rechargeable.

For rechargeable devices, we recommend using the provided charging cable and a standard 5V/1A wall adapter. A full charge typically takes 60-90 minutes, and the LED indicator will show when charging is complete.

ZOOY VAPE products are available in multiple nicotine strength options to accommodate different preferences:

• 5% (50mg/ml): Our standard strength, suitable for regular smokers
• 3% (30mg/ml): Medium strength, ideal for moderate smokers or those looking to reduce nicotine intake
• 0% (Nicotine-free): Available in select flavors for those who enjoy vaping without nicotine

Not all nicotine strengths are available for every flavor or device model. Please check the product specifications when ordering to ensure your preferred nicotine strength is available for your chosen flavor and device.

You can tell your ZOOY VAPE device is empty or nearly empty when you experience one or more of the following:

• Decreased vapor production: The device produces significantly less vapor than when it was new
• Weaker flavor: The flavor becomes noticeably less intense or develops a slightly burnt taste
• LED indicator: Some models feature an LED that will blink in a specific pattern to signal when the device is depleted
• Dry hits: If you experience a dry or harsh sensation when inhaling, the device may be running low on e-liquid

It's important to note that for rechargeable devices, these symptoms could also indicate that the battery needs charging rather than the device being empty. If recharging doesn't restore normal function, then the e-liquid is likely depleted.

Once your device is empty, please dispose of it responsibly according to local regulations for electronic waste.

For rechargeable ZOOY VAPE devices (9,000+ puffs), follow these charging instructions:

1. Locate the Type-C USB port on your device (usually on the bottom)
2. Connect the provided Type-C charging cable to the port
3. Connect the other end of the cable to a standard 5V/1A wall adapter or USB port
4. The LED indicator will light up to show the device is charging
5. A full charge typically takes 60-90 minutes
6. When charging is complete, the LED indicator will change color or turn off (depending on the model)

Charging Tips:

• Use only the provided cable or a high-quality replacement
• Avoid charging with high-powered adapters (above 5V/2A)
• Don't leave the device charging overnight or unattended
• Charge the device before it's completely depleted for optimal battery life

Note: Lower-puff count ZOOY Bar Series devices (5,000-7,000 puffs) are non-rechargeable.

If your ZOOY VAPE device isn't producing vapor, try these troubleshooting steps:

1. Check the battery: For rechargeable models, connect the device to a charger. If the LED indicator lights up, the device needs charging.
2. Check for blockages: Ensure the airflow holes and mouthpiece are clear of any debris or e-liquid buildup.
3. Try a different draw technique: Take a gentle, steady draw rather than a quick, hard pull.
4. Allow the device to rest: If the device has been used extensively, let it rest for 10-15 minutes to allow the coil to cool and rewet with e-liquid.
5. Check for e-liquid depletion: If the device has reached its rated puff count, it may be empty.

If none of these steps resolve the issue and your device is still within the warranty period, please contact our customer service team for assistance or to initiate a warranty claim.

Proper storage of your ZOOY VAPE device will help maintain its performance and flavor quality:

• Temperature: Store at room temperature (60-77°F or 15-25°C). Avoid extreme heat or cold, which can damage the battery or affect the e-liquid.
• Position: Store upright when possible to prevent leaking.
• Sunlight: Keep away from direct sunlight, which can degrade the e-liquid and affect flavor.
• Moisture: Store in a dry place. Excessive humidity can damage electronic components.
• Children and pets: Always store out of reach of children and pets.
• Long-term storage: If not using for an extended period (more than a week), store with a partial charge (not fully charged or depleted) for optimal battery health.

For unused devices, we recommend keeping them in their original packaging until ready to use, as this provides the best protection.

Tracking your ZOOY VAPE order is simple:

1. Shipping confirmation email: Once your order ships, you'll receive an email with your tracking number and a direct link to track your package.
2. Account dashboard: If you created an account, you can log in to view your order status and tracking information.
3. Customer service: If you haven't received tracking information within 2 business days after your order confirmation, please contact our customer service team.

Most domestic shipments are handled by USPS, FedEx, or UPS, while international shipments typically use DHL or other global carriers. Each carrier has its own tracking system that provides detailed information about your package's journey.

Please note that tracking information may take 24-48 hours to update after your shipping confirmation is sent. For international orders, tracking updates may be less frequent, especially when packages are in customs.

ZOOY VAPE ships to most countries worldwide, but there are some restrictions due to local regulations regarding vaping products. Currently, we cannot ship to the following countries:

• Australia
• Brazil
• India
• Japan
• Singapore
• Thailand
• Turkey
• UAE
• Several other countries with strict vaping regulations

Additionally, please note that even in countries where we can ship, there may be local regulations that affect the importation of vaping products. It is the customer's responsibility to be aware of and comply with all local laws and regulations regarding the importation and use of vaping products.

If you're unsure whether we can ship to your country, please contact our customer service team before placing an order.

In the rare event that your package is lost or damaged during shipping, ZOOY VAPE has policies in place to help resolve the situation:

• Lost packages: If your tracking information hasn't updated for 7 business days (domestic) or 14 business days (international), please contact our customer service team. We'll file a claim with the shipping carrier and work to resolve the issue, which may include sending a replacement or issuing a refund.
• Damaged packages: If your package arrives damaged, please take photos of the damaged packaging and products before opening them completely. Contact our customer service team within 48 hours of delivery with these photos and a description of the damage. We'll arrange for a replacement or refund.

For international orders, please note that packages held by customs are not considered lost. Customs processing times vary by country and are beyond our control. If your package is held in customs for an extended period, we recommend contacting your local customs office for more information.

ZOOY VAPE is not responsible for packages that are undeliverable due to incorrect address information provided by the customer. Please ensure your shipping address is accurate before completing your order.

International orders may be subject to customs fees, import duties, taxes, or other charges imposed by the destination country. These fees are not included in the purchase price or shipping cost and are the responsibility of the recipient.

Customs fees vary widely by country and depend on factors such as:

• The value of the items purchased
• The type of products (vaping products may have specific duties)
• Local tax rates and import regulations
• Free trade agreements between countries

ZOOY VAPE has no control over these charges and cannot predict what they may be. For information about potential customs fees, we recommend contacting your local customs office or tax authority before placing an order.

Please note that refusing to pay customs fees may result in the package being returned to us or abandoned. In such cases, shipping costs are non-refundable, and return shipping or restocking fees may apply.

To submit a warranty claim for a ZOOY VAPE device, follow these steps:

1. Contact Customer Service: Email or call 1-800-ZOOY-VAPE to initiate your claim. Please include your order number, the date of purchase, and a detailed description of the issue you're experiencing.
2. Provide Documentation: Our team will ask you to provide:
   • Proof of purchase (order confirmation or receipt)
   • Photos or videos demonstrating the issue
   • The device's serial number (if applicable)
3. Claim Evaluation: Our warranty team will review your claim and documentation, typically within 1-2 business days.
4. Resolution: If your claim is approved, we'll provide instructions for returning the defective device (if required) and arrange for a replacement or refund.

Please note that for approved warranty claims, ZOOY VAPE covers the cost of return shipping. However, the original shipping costs are non-refundable.

For the fastest resolution, please provide as much detail as possible about the issue when submitting your claim. This helps our team accurately assess the problem and provide the appropriate solution.

Due to the nature of vaping products and for hygiene reasons, ZOOY VAPE does not accept returns based on flavor preference or nicotine strength for products that have been opened or used.

However, we do offer the following options:

• Unopened Products: If the product is completely unopened and in its original sealed packaging, you may return it within 14 days of delivery for a refund or exchange. A 15% restocking fee may apply.
• Flavor Sampler Packs: Consider trying our flavor sampler packs, which allow you to experience multiple flavors before committing to a full device in a specific flavor.
• Customer Feedback: We value your feedback on our flavors. If you're dissatisfied with a particular flavor, please let us know. While we may not be able to offer a return, your feedback helps us improve our products.

For first-time customers who are unsure about flavors, we recommend starting with our most popular flavors or contacting our customer service team for recommendations based on your preferences.

ZOOY VAPE offers a 30-day satisfaction guarantee on all purchases. This guarantee works as follows:

• Manufacturing Defects: If your device has a manufacturing defect, battery issue, or stops functioning properly within 30 days of purchase under normal use, we'll replace it or provide a refund.
• Unopened Products: Completely unopened products in their original sealed packaging can be returned within 30 days for a full refund or exchange.
• Opened/Used Products: For hygiene and safety reasons, we cannot accept returns of opened or used products unless they're defective.

To take advantage of our satisfaction guarantee, please contact our customer service team with your order number and details about your concern. Our team will guide you through the process and work to ensure you're satisfied with your ZOOY VAPE experience.

Please note that shipping costs are non-refundable, and return shipping costs are the customer's responsibility except in cases of defective products.

The warranty claim process typically follows this timeline:

1. Initial Review: 1-2 business days after submission
2. Documentation Review: 1-2 business days after receiving all required documentation
3. Return Shipping (if required): 3-7 business days, depending on your location
4. Replacement Shipping: 1-2 business days for processing plus standard shipping time
5. Refund Processing (if applicable): 3-5 business days after the returned item is received and inspected

In total, the process typically takes 7-14 business days for domestic customers and 14-21 business days for international customers, from initial claim to resolution.

For straightforward claims with clear documentation, we often expedite the process. In some cases, we may issue a replacement before receiving the defective item to minimize your downtime.

You can check the status of your warranty claim by contacting our customer service team with your claim reference number.

Yes, ZOOY VAPE implements multiple layers of security to ensure your payment information remains safe:

• SSL Encryption: Our website uses 256-bit SSL (Secure Socket Layer) encryption technology to protect all data transmitted between your browser and our servers. This is indicated by the padlock icon in your browser's address bar and the "https://" prefix in our URL.
• PCI DSS Compliance: We are fully compliant with the Payment Card Industry Data Security Standard (PCI DSS), ensuring that we meet all requirements for securely processing, storing, and transmitting credit card information.
• Secure Payment Processing: We do not store your complete credit card information on our servers. All payment processing is handled by trusted, industry-leading payment processors that maintain the highest security standards.
• Fraud Prevention: We employ advanced fraud detection systems to protect both our customers and our business from fraudulent transactions.

We recommend that you also take precautions to protect your account information, such as using strong passwords, regularly updating your account password, and ensuring you're using a secure internet connection when making purchases.

Your payment method will be charged at different times depending on the payment method you choose:

• Credit/Debit Cards and Digital Wallets: Your account is charged immediately upon order confirmation.
• PayPal: The charge is processed when you complete the PayPal payment process.
• Bank Transfers: Your order will be processed once the payment has been received and verified.

For pre-orders or back-ordered items, your card may be authorized for the purchase amount when you place your order, but you won't be charged until the item ships.

If there are any issues with your payment, we will notify you promptly via email. Orders with payment issues are held for 48 hours to allow time for resolution before being automatically canceled.

Yes, ZOOY VAPE offers several types of discounts and promotions:

• Seasonal Sales: We run special promotions during holidays and seasonal events.
• Volume Discounts: Automatic discounts apply when purchasing multiple devices:
  • 3-5 devices: 5% off
  • 6-9 devices: 10% off
  • 10+ devices: 15% off
• Newsletter Subscribers: Subscribers to our email newsletter receive exclusive discount codes and early access to promotions.
• First-Time Customer Discount: New customers can use code FIRSTZOOY for 10% off their first order.
• Referral Program: Refer a friend and both of you receive a discount on your next purchase.

To stay updated on our latest promotions, follow us on social media, subscribe to our newsletter, or check the "Promotions" section of our website.

Please note that most promotional discounts cannot be combined with other offers, and some restrictions may apply. Discount codes must be entered at checkout to be applied.

If your payment is declined when placing an order with ZOOY VAPE, please try these troubleshooting steps:

1. Verify your payment information: Check that your card number, expiration date, CVV code, and billing address are entered correctly.
2. Contact your bank or card issuer: Your payment may be declined due to:
   • Insufficient funds
   • Temporary hold or fraud prevention measure
   • International transaction restrictions
   • Card expiration or deactivation
3. Try a different payment method: If available, use an alternative card or payment option like PayPal.
4. Clear your browser cache: Sometimes, stored data in your browser can interfere with the checkout process.
5. Try again later: Occasional technical issues with payment processors can be resolved by waiting and trying again.

If you continue to experience problems after trying these steps, please contact our customer service team for assistance. Our team can help identify the issue and suggest alternative payment options.

ZOOY VAPE wholesale orders are subject to the following minimum requirements:

• Initial Order: $1,000 USD minimum
• Subsequent Orders: $500 USD minimum

In terms of quantity, our minimum order requirements are:

• ZOOY King Series: 20 units minimum per order
• ZOOY Diamond Series: 30 units minimum per order
• ZOOY Bar Series: 50 units minimum per order

For mixed orders, the total order value must meet the minimum dollar amount requirement.

Volume discounts are available for larger orders:

• $2,500 - $4,999: Additional 5% discount
• $5,000 - $9,999: Additional 8% discount
• $10,000+: Additional 12% discount

For detailed wholesale pricing and current promotions, please contact our wholesale department at .

ZOOY VAPE provides comprehensive marketing support to our distributors and retail partners:

• Digital Assets: High-resolution product images, logos, and promotional graphics for use in your marketing materials and online store.
• Product Information: Detailed product descriptions, specification sheets, and feature highlights to help you effectively market our products.
• Point of Sale Materials: Display stands, posters, brochures, and other physical marketing materials (available for qualifying orders).
• Co-Marketing Opportunities: Potential for co-branded marketing campaigns and social media collaborations for established partners.
• Training Resources: Product knowledge training for your sales staff to effectively communicate the benefits of ZOOY VAPE products.
• Promotional Support: Seasonal promotional suggestions and exclusive wholesale promotions to help drive sales.

Our dedicated wholesale support team is available to help you maximize your sales potential with ZOOY VAPE products. We're committed to the success of our distribution partners and work collaboratively to grow our brands together.

ZOOY VAPE offers exclusive territory arrangements for qualified distributors who meet specific criteria:

• Established Distribution Network: Demonstrated ability to effectively distribute vaping products throughout the proposed territory.
• Minimum Purchase Commitments: Ability to meet quarterly minimum purchase requirements based on territory size and market potential.
• Marketing Investment: Commitment to investing in local marketing and brand building activities for ZOOY VAPE products.
• Business Track Record: Proven history of successful distribution operations and financial stability.

Exclusive territory agreements typically include:

• Defined geographic boundaries
• Performance requirements and sales targets
• Enhanced marketing support
• Preferential pricing structure
• First access to new product launches

To discuss exclusive territory opportunities, please contact our distribution management team with details about your company, current distribution capabilities, and the territory you're interested in representing.

ZOOY VAPE offers the following payment terms for wholesale orders:

• New Distributors: 100% payment in advance for the first three orders.
• Established Distributors: After establishing a positive payment history, we offer:
  • 50% deposit with order, 50% before shipping
  • Net 15 terms (subject to credit approval)
  • Net 30 terms (for long-term partners with excellent payment history, subject to credit approval)

We accept the following payment methods for wholesale orders:

• Bank wire transfer (preferred method for international orders)
• ACH transfer (for US-based distributors)
• Company credit card (subject to a 3% processing fee)
• PayPal Business (subject to a 3.5% processing fee)

For orders with Net terms, we require a completed credit application and may request business references. Credit limits are established based on business history, order volume, and payment reliability.

Please note that all prices are quoted in USD, and international distributors are responsible for any currency conversion fees imposed by their financial institutions.