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FAQ


  • Why order from us?

    We are the leading vaporizer brand 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!

    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 USPS in white padded envelopes with no indication of the contents inside.

    Is my personal information safe and secure when ordering on your website?

    Yes, we use the latest and greatest encryption technology on our website including SSL and 128 bit encryption technology. We do not sell or rent your information to any third parties. We are PCI compliant and do not store credit card information. Feel free to review our privacy policy here: http://kandypens.com/privacy-policy

    Do we accept International Orders?

    Yes, we accept orders from all countries. Please check with your local customs office to make sure our products are allowed into your country.

    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. 

    Where is KandyPens based?

    KandyPens, Inc. is based in beautiful Santa Barbara, CA, 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 USPS. Shipping takes 3-5 business days domestically for regular mail ($9.95), and 1-3 business days for priority mail ($24.95). International shipments take 1-2 weeks for delivery depending on customs in your country. 

    What methods of payment are accepted?

    We accept Visa, Mastercard, and Amex.

    What is our return policy?

    We will honor full refunds (minus s/h) for any unused/unopened items within 30 days of purchase date. Please contact our customer service department at support@kandypens.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: 14255 N. 79th St., Ste. 8 & 9, Scottsdale, AZ 85260. Please contact support@kandypens.com BEFORE you return any products that need repair/replacement for an RMA. Thank you.

    How do I get replacement atomizers for my WAXXY/Black Edition?

    The replacement warranty for our Waxxy/Black Edition atomizers is, coils can be purchased one at a time each, once a week for only a penny plus shipping and handling. If you have any questions regarding our Waxxy/Black Edition warranty, please contact our support team at support@kandypens.com

    How do I remove my K-Vape mouthpiece?

    We have re-designed the mouthpiece for our K-Vape vaporizers to make them more secure for when you are on-the-go. To remove the mouthpiece, push from the SIDE of the mouthpiece (rather than from the front or rear of the unit) with your thumb. It should come right off and will get easier the more you use it. 

    Watch instructional video here: http://youtu.be/6wbhb4MMXSI

    How can I contact Customer Care directly via telephone?

    Please call our Customer Care office anytime M-F  7 am - 6 pm PST at 855-526-3904.

    How do I safely remove atomizers?

    Please view the following video regarding atomizer removal.
    http://youtu.be/ycGdxY_cOXM

    Remove Atomizers

    How do I clean my Galaxy/Donuts atomizers?

    Soak the atomizers in rubbing alcohol or glass cleaner solution for 15 minutes then blow out the air holes and chamber with air gun. Make sure unit is completely dry before reusing. Also, make sure air holes in atomizer are clear before using. DO NOT soak overnight or the paint may peel off coil.

    Are the Galaxy, Donuts, and Gravity Pens accessories cross-compatible?

    Yes, all Galaxy, Donuts, and Gravity Coils, Batteries, and Mouthpieces are all cross-compatible with each other and will work with one another. Mix and match!

    Why is my Galaxy, Donuts, or Gravity Coil clogged?

    The only reason why our coils get clogged is when they are overfilled past the air holes on the sides of the chamber. Please do not overfill the chamber past the air holes. That is the only reason why they clog. If your coil clogs please refer to FAQ question about cleaning. 

    Why is my Galaxy, Donuts, or Gravity battery power button flashing 3 different colors while holding down the power button?

    If your battery is flashing three or four different colors while holding down the power button (K) and the coil is attached this means theres a connection issue between the battery and the coil. The ONLY reason why there is a connection issue is if your connections are dirty. Please clean your connections with rubbing alcohol and a cotton swab or q-tip. The coil connections get dirty by overfilling the chamber and concentrate then leaks into the air holes and onto the battery and coil connection. Please DO NOT overfill the chamber past the air holes. Overfilling the chamber is the ONLY reason the why the coils leak into the battery and coil connections. Please contact customer care if the problems persist after cleaning. 

    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.

  • Didn't find what you're looking for in our FAQ?
    Please call Customer Care at 855-526-3904 M-F, 7am - 6pm PST OR send
    an email to support@kandypens.com

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    Disclaimer

    Here at KandyPens, we are fiercely committed to selling our products to adults 21 years of age or older. Our products are NOT for smoking tobacco or to administer illicit drug use of ANY kind. Our products are for aromatherapy purposes ONLY.

    Thank you. - KP Fam