VUSE - FREQUENTLY ASKED QUESTIONS

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1. GENERAL

 1.1 CAN ANYONE USE VUSE?

VUSE vapor devices are designed for adult vape users 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.

1.2 CAN I CANCEL MY ORDER?

In case you want to cancel your order, please contact the Customer Care: 0800-48873 - Operating Hours: Monday - Sunday, 8am - 11.59pm PST - Excluding bank holidays.

1.3 HOW LONG WILL IT TAKE FOR MY ORDER TO GET DELIVERED?
Orders placed from Karachi, Lahore, Islamabad, Rawalpindi, and Multan:

       1. Orders placed before 4PM will be delivered the next working day.

       2. Orders placed after 4PM will be delivered in 2 working days.

Orders placed from rest of Pakistan:

       1. Orders placed before 4PM will be delivered in 2-5 working days whereas.

       2. Orders placed after 4PM will be delivered in 3-5 working days.

1.4 CAN I TRACK MY ORDER? HOW?

Unfortunately, you cannot 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: 0800-48873 - Operating Hours: Monday - Sunday, 8am - 11.59pm PST - Excluding bank holidays.

1.5 WHAT DO I DO IF MY PACKAGE HASN'T BEEN DELIVERED?

Please contact the Customer Care: 0800-48873 - Operating Hours: Monday - Sunday, 8am - 11.59pm PST - Excluding bank holidays.

1.6 CAN I MAKE A CHANGE TO AN EXISTING ORDER I'VE MADE?

Unfortunately, you cannot 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.

1.7 WHERE CAN I FIND A VUSE SERVICE CENTER?

Please contact the Customer Care: 0800-48873 - Operating Hours: Monday - Sunday, 8am - 11.59pm PST - Excluding bank holidays.

1.8 IS AGE VERIFICATION REQUIRED TO PURCHASE A VUSE DEVICE?

We follow all local rules and regulations as well as our stringent Youth Access Prevention policies, so you need to be above the age of 18 to buy VUSE Products, this includes complying with age verification process, where prompted in your purchase journey.

1.9 WHAT DO I DO IF I RECEIVE A DAMAGED ORDER?

If you have received damaged products, please do report to our customer service team: 0800-48873

Operating Hours: Monday - Sunday, 8am - 11.59pm PST - Excluding bank holidays.

1.10 IS THE VUSE DEVICE SAFE?

Our VUSE GO vaping devices contain lithium-ion battery similar to other consumer electronics. The device is designed for on the go usage with one liquid/battery cycle, the battery therefore is non-replaceable. Our products meet all international and national safety requirements but to avoid any failure to your Vuse product, please operate within a recommended temperature range of 0 – 35°C. If your device is operated outside of this temperature range the performance may be intermittent, device may stop working or it could be damaged.

1.11 HOW TO SAFELY DISPOSE OFF VUSE DISPOSABLE DEVICES?

To properly dispose of your Vuse GO and Vuse GO MAX devices: Deliver your devices to the VUSE Take-Back Collection Centers authorized to receive them throughout the country. To know the location of the authorized collection points, call our helpline (0800-48873).

 

2. VUSE GO / VUSE GO MAX (DISPOSABLE DEVICE)

 2.1 HOW MANY PUFFS WILL I GET FROM MY VUSE GO?

Each Vuse Go disposable vape will deliver up to 700 puffs* whereas a Vuse Go Max device will deliver up to 1500 puffs* before battery depletion (as measured in laboratory testing). However, this may vary depending on individual usage behavior.

*Based on laboratory testing of newly manufactured product and may vary depending on individuals’ usage behavior.

2.2 WHY IS THERE NO VAPOUR COMING FROM MY VUSE DISPOSABLE DEVICE?

It could be one of several, reasons:

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.

2.3 HOW DO I LOOK AFTER MY VUSE DISPOSABLE DEVICE?

Follow the instructions on the leaflet that came with your Vuse Go/Vuse Go Max disposable vape. They include but are not limited to the below.

1. 1. Store your Vuse Go/Go Max between 0-35°C
2. 2. Do not drag, crush, pierce, incinerate or immerse the device in water, keep Vuse product dry
3. 3. Never leave in direct sunlight or near heat sources
4. 4. Do not use around flammable liquids or gases

2.4 HOW DO I CLEAN MY VUSE DISPOSABLE DEVICE?

Use a dry cloth. Alternatively, you can use an anti-bacterial wipe to clean the mouthpiece and allow the mouthpiece to dry before use.

2.5 WHERE CAN I FIND THE TRACEABILITY CODES ON THE VUSE DISPOSABLE DEVICE?

It can be found on, or around, the base of the device. Quote this code when contacting your Vuse Care team.

2.6 DO I NEED TO CHARGE MY VUSE DISPOSABLE DEVICE? CAN I RECHARGE BY VUSE DEVICE?

Each Vuse disposable device is designed for on the go usage with one liquid/battery cycle, the battery therefore is non-replaceable and is not to be charged. While dependent on usage, the battery is designed to run out of charge before the e-liquid is exhausted to help prevent burnt taste/dry puffs.

2.7 WHAT ARE THE PRODUCT SPECIFICATIONS OF THE VUSE GO?

1. 1. Vuse Go: contains 2ml e-liquid and has a battery capacity of 395mAh.
2. 2. Vuse Go Max: contains 5ml e-liquid and has a battery capacity of 850mAh. 

2.8 DOES MY VUSE DISPOSABLE VAPE E-LIQUID CONTAIN NICOTINE SALTS?

Yes, our Vuse Go e-Liquids in Nicotine variants contain nicotine salts. Our e-liquids contain nicotine, propylene glycol (PG), glycerol (also known as vegetable glycerin or VG), flavorings and benzoic acid.