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 our customers and hold it in the highest regard. All
orders are shipped discreetly in a white-unmarked poly padded envelope with no
indication of the contents inside. All order are shipped via a third party fulfillment
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. International customers please check with your local customs office to make sure our products are allowed into your country. When ordering from kandypens.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders may be subject to import taxes, customs duties and fees levied by the destination country. Additional charges for customs clearance must be paid by the recipient; we have no control over these charges and cannot predict what they may be. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. 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.
Glass, atomizers, tanks, pods, chargers, and mouthpieces are not covered under our
warranty. The warranty does not cover damage caused by accident, abuse, misplaced
or misuse. It also does not cover cosmetic damage which occurs through normal wear
and tear, including scratches, staining, dents, or broken plastic. If for any reason your
battery has issues, please contact our Customer Support Department by emailing
email@example.com or giving us a call at (855) 526-3904 M-F 8AM-4PM MST with
your order number (if available), email, full name and description of the issue. Tickets
will generally receive a response within 1-3 business days.
*Crystal 2 warranty includes all parts (atomizer, battery and mouthpiece)
*Some battery warranties are required to return the unit for repair.
*KandyPens does not cover return postage and the buyer will be responsible for all
*All 3rd party purchases may be required to provide proof of purchase or send in their
device for warranty evaluation if no proof of purchase can be provided.
*Unfortunately, the Oura was discontinued as of May 2022. Bases, glass, atomizers,
and other accessories for the Oura will be covered, while supplies last.
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 Scottsdale, Arizona.
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 firstname.lastname@example.org for service and support.
What is your returns address?
Our returns address is: VIP Fulfillment, 14255 N. 79th St., Suite 8 & 9, Scottsdale, AZ 85260. Please contact email@example.com 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 - 4pm MST 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 long will it take to receive my order?
All orders are shipped the next business day. 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.
If our third party courier cannot ship your order due to an invalid shipping
address, or if age verification is needed, then the order may be delayed. In some
cases, the order will be canceled and refunded If no correspondence is received
within 7-10 business days.