Frequently Asked Questions - Email Support - Kandypens
Why order from us?
We are one of the leading cannabis hardware brands in the world! We offer products for everything from dry aromatic material, concentrates, to oils. We have an unprecedented lifetime warranty on all of our products and have 5 star customer support! We pride ourselves in turning our customers in loyal brand ambassadors for life. Give us a try! You won't be disappointed!!
Will my packaging be discreet?
Yes, we respect the privacy of all of our customers and hold it in the highest regards. All packages are sent via 3rd party courier in white padded envelopes with no indication of the contents inside.
Is my personal information safe and secure when ordering on your website?
Do we accept International Orders?
Yes, we accept orders from many different countries. Please check with your local customs office to make sure our products are allowed into your country. For a full list of countries we can accept payment from, please proceed to the final checkout page to see if your country is able to receive our products.
What is our Lifetime Warranty?
KandyPens offers a Lifetime Warranty on the life of the batteries of our products. If for any reason your battery stops working please contact our customer support department. Unfortunately, our atomizers are not covered by our lifetime warranty*. Most atomizers will need to be replaced over time depending on usage. *Oura warranty includes all parts (atomizer, base, and glass).
Where is KandyPens based?
KandyPens, Inc. is based in beautiful Scottsdale, AZ, USA.
Where is my product shipped from?
All orders are shipped from our distribution center in Phoenix, Arizona.
How long will it take to receive my order?
All orders are shipped the next business day via 3rd party carrier. Shipping takes 5-7 business days domestically for regular mail ($9.95), and 3-4 business days for priority mail ($24.95). International shipments can take 4-6 weeks for delivery depending on customs in your country. International delivery times have been severely affected by COVID-19.
What methods of payment are accepted?
We accept Visa, Mastercard, and Amex.
What is our return policy?
We will honour full refunds (minus s/h) for any sealed/unopened items within 30 days of the purchase date. Please contact our customer service department at email@example.com for service and support.
What is your best product for aromatic material/flower?
If you're looking for a device which was made for aromatic material/flower, we recommend the K-Vape. It has a .6 gram chamber and won't combust your material.
What is your returns address?
Our returns address is: VIP Fulfillment, 14255 N. 79th St., Suite 8 & 9, Scottsdale, AZ 85260. Please contact firstname.lastname@example.org BEFORE you return any products that need repair/replacement for an RMA. Thank you.
How can I contact Customer Care directly via telephone?
Please call our Customer Care office anytime M-F 8am - 5pm PST at 855-526-3904.
In what currency is our pricing?
All of our products are priced in USD. If you are an international customer, the charge on your statement will show up as post-conversion in your regional currency. For example: If you are Canadian, the charge on your statement will show in CAD not USD.
What is your order cancellation policy?
Unfortunately, due to the high incoming volume of orders, we are unable to cancel or modify any orders after they are received.
How do I properly remove the OURA atomizer from the OURA base?
Please review the following instructional video’s.