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We’re here to answer your questions, provide expert advice, and help you find the perfect vaping products for your needs.
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+44 (0) 123 456 7890
Mon-Fri: 9am-6pm
Email Us
support@vapemaster.com
24/7 Support
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123 Vape Street, London
UK, EC1V 9BR
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Our Business Hours
9:00 AM – 6:00 PM
10:00 AM – 4:00 PM
Closed
Visit Our Stores
London Flagship Store
123 Vape Street, London, EC1V 9BR
Phone: +44 (0) 123 456 7890
Manchester Branch
456 Cloud Avenue, Manchester, M1 7ED
Phone: +44 (0) 123 456 7891
Frequently Asked Questions
Find answers to common questions about vaping products, shipping, returns, and more. Can’t find what you’re looking for? Contact our support team.
Vaping Basics
What is the difference between MTL and DTL vaping?
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MTL (Mouth-to-Lung) vaping mimics the traditional smoking experience. You first draw vapor into your mouth before inhaling it into your lungs. This technique is ideal for higher nicotine e-liquids and nicotine salts, offering stronger throat hit and flavor concentration. MTL devices typically have tighter airflow, higher resistance coils (1.0Ω+), and work best at lower wattages (10-25W).
DTL (Direct-to-Lung) vaping involves inhaling vapor directly into your lungs in one continuous breath, similar to breathing normally. This technique produces larger vapor clouds and is favored by cloud chasers and advanced vapers. DTL devices feature more open airflow, lower resistance coils (below 1.0Ω), and operate at higher wattages (25-200W+), requiring higher VG e-liquids with lower nicotine levels.
Beginners and former smokers typically start with MTL vaping for its cigarette-like experience, while experienced vapers often transition to DTL for increased flavor production and larger clouds. Many modern devices now allow for both styles with adjustable airflow systems.
What are PG and VG in e-liquids?
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PG (Propylene Glycol) and VG (Vegetable Glycerin) are the two main base ingredients in e-liquids. They carry flavor, produce vapor, and create the distinctive throat sensation when vaping.
Propylene Glycol (PG) is thinner in consistency and provides:
- Stronger throat hit (similar to traditional cigarettes)
- Better flavor carrying capacity
- Less visible vapor production
- Faster wicking in coils
Vegetable Glycerin (VG) is thicker and provides:
- Denser, larger vapor clouds
- Smoother throat hit (less harsh)
- Slightly sweeter taste
- Works better in sub-ohm devices
Most e-liquids use a combination of both in different ratios (e.g., 50/50, 70/30 VG/PG). Higher PG ratios work better in pod systems and MTL devices, while higher VG ratios are preferred for sub-ohm DTL vaping and cloud production. Some people may have a sensitivity to PG and might prefer high-VG or 100% VG e-liquids.
How do I choose the right nicotine strength?
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Selecting the appropriate nicotine strength depends on your previous smoking habits, the type of device you’re using, and your personal preference. Here’s a general guide:
For regular freebase nicotine e-liquids:
- 18-20mg/ml (1.8-2.0%): Heavy smokers (20+ cigarettes per day)
- 12mg/ml (1.2%): Medium smokers (10-20 cigarettes per day)
- 6mg/ml (0.6%): Light smokers (up to 10 cigarettes per day)
- 3mg/ml (0.3%): Very light smokers or those who’ve reduced their nicotine intake
- 0mg/ml (0.0%): Non-nicotine option for the ritual and flavor only
For nicotine salt e-liquids:
- 20-50mg/ml (2.0-5.0%): Heavy smokers using low-power pod systems
- 10-20mg/ml (1.0-2.0%): Medium smokers using pod systems
- 5-10mg/ml (0.5-1.0%): Light smokers using pod systems or sub-ohm devices
Important considerations:
- Higher-power devices (sub-ohm) deliver nicotine more efficiently, so you’ll need lower nicotine strength (typically 3-6mg/ml)
- Nicotine salts provide a smoother throat hit at higher strengths, making them suitable for pod systems
- In the EU and UK, regulations limit nicotine strengths to 20mg/ml (2.0%) maximum
- If you experience headaches, nausea, or dizziness, your nicotine strength may be too high
The goal for many vapers is to gradually reduce nicotine dependence over time. Start with a strength that satisfies your cravings without uncomfortable side effects, then consider stepping down as you become comfortable.
What’s the difference between disposable vapes and refillable systems?
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Both disposable vapes and refillable systems have their place in the vaping market, each with distinct advantages and limitations:
Disposable Vapes (like ELFBAR, Elf Bar, Lost Mary, etc.):
Advantages:
- Convenience: Pre-filled, pre-charged, and ready to use straight out of the package
- Simplicity: No buttons, settings, coil changes, or e-liquid refills to worry about
- Portability: Compact, lightweight design that fits easily in pockets
- Accessibility: Perfect for beginners with no learning curve
- Discretion: Minimal vapor production and often sleek designs
Limitations:
- Higher long-term cost compared to refillable systems
- Limited flavor and nicotine strength options
- Cannot customize performance or vaping experience
- Environmental impact of single-use plastic and battery waste
- Once the battery dies or e-liquid is depleted, the entire device must be replaced
Refillable Systems (pod systems, vape pens, box mods):
Advantages:
- Cost-effective: Higher initial investment but lower long-term costs
- Customization: Choice of countless e-liquid flavors and nicotine strengths
- Performance options: Adjustable wattage, airflow, and temperature settings on many devices
- Sustainability: Reduced waste as only coils and e-liquid need replacement
- Battery life: Rechargeable batteries with longer duration and often replaceable
Limitations:
- Higher learning curve for maintenance and operation
- Require regular maintenance (coil changes, cleaning, refilling)
- Less convenient for on-the-go use due to potential leaking and need for accessories
- Larger size and weight, especially for advanced mod systems
- Initial setup and understanding of components required
Many vapers start with disposables for simplicity and to determine if vaping suits them, then progress to refillable systems for cost savings and customization. Some maintain both types for different situations – refillables for daily use and disposables for travel or convenience.
How do I maintain my vape device?
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Proper maintenance of your vape device is essential for optimal performance, flavor quality, and device longevity. Here’s a comprehensive maintenance guide:
Daily Maintenance:
- Keep connections clean: Wipe the connection points between your tank/pod and battery with a paper towel or cotton swab
- Check for leaks: Regularly inspect your device for e-liquid leakage and clean promptly to prevent damage
- Proper storage: Store upright when possible to minimize leaking and keep away from extreme temperatures
- Battery care: Turn off your device when not in use and avoid over-charging
Regular Coil Maintenance:
- Recognize signs of a worn coil: Burnt taste, reduced vapor production, gurgling sounds, or frequent leaking
- Coil replacement timing: Typically every 1-2 weeks depending on usage, e-liquid type, and vaping frequency
- Prime new coils: Add a few drops of e-liquid directly to the cotton/wicking ports and wait 5-10 minutes after filling the tank before vaping
- Avoid dry hits: Keep your tank/pod adequately filled to prevent the coil from burning
Deep Cleaning (Weekly or Bi-weekly):
- Disassemble: Take apart your tank/pod system (remove coil first)
- Rinse components: Rinse non-electronic parts with warm water (not hot) to remove e-liquid residue
- Deeper cleaning: For stubborn residue, use PG, unflavored vodka, or specialized vape cleaners (never use soap, alcohol, or household cleaners)
- Dry thoroughly: Allow all components to completely air dry before reassembly (typically 1-2 hours minimum)
- Battery maintenance: Clean battery connections with a cotton swab lightly dampened with isopropyl alcohol (ensure it’s disconnected and completely dry before reconnecting)
Additional Maintenance Tips:
- Avoid overtightening connections, which can damage threads and seals
- When changing flavors, consider cleaning your tank or using a different pod to prevent flavor mixing
- Check and replace O-rings if they appear damaged or worn
- Keep firmware updated on devices that support it
- Use battery cases for loose batteries and replace any batteries with damaged wraps immediately
With proper maintenance, most vape devices can last for months or even years. Regular cleaning and timely coil replacements not only extend your device’s lifespan but also ensure the best possible flavor and vapor production.
Product Information
Are your products TPD compliant?
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Yes, all products sold through our store are 100% TPD (Tobacco Products Directive) compliant and conform to all UK and EU regulations governing vaping products.
The TPD regulations that we strictly adhere to include:
- Maximum nicotine strength of 20mg/ml (2.0%)
- Maximum e-liquid container size of 10ml for nicotine-containing e-liquids
- Maximum tank/pod capacity of 2ml
- Child-resistant and tamper-evident packaging
- Detailed ingredient listings and health warnings on all packaging
- Proper product registration with the MHRA (Medicines and Healthcare products Regulatory Agency)
We take regulatory compliance extremely seriously to ensure all our customers receive safe, legal products. Our team remains vigilant about updates to vaping regulations and promptly implements any changes to maintain full compliance.
Each product in our catalog has passed rigorous testing and verification processes. We only partner with manufacturers who provide proper documentation and testing certificates for their products, ensuring everything we sell meets or exceeds the required safety standards.
How do I verify that my ELFBAR/Elf Bar product is authentic?
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Verifying the authenticity of your ELFBAR/Elf Bar products is crucial for ensuring safety and product quality. Here’s how to verify your product is genuine:
Official Verification Methods:
- Scratch and Check Code: Authentic ELFBAR products have a unique scratch-off panel on the packaging that reveals a verification code. Visit ELFBAR’s official website (elfbar.com) and use their verification tool to enter this code. The website will confirm whether your product is genuine.
- QR Code Scan: Many newer ELFBAR products include a QR code on the packaging. Scan this code with your smartphone camera, which should direct you to ELFBAR’s verification page to confirm authenticity.
Visual Inspection for Authenticity:
- Packaging quality: Genuine products have high-quality packaging with clear, crisp printing, vibrant colors, and no spelling mistakes
- Security features: Look for holographic stickers, embossed logos, and properly aligned packaging elements
- Product finish: Authentic ELFBAR products have consistent color application, proper LED functionality, and no manufacturing defects
- Proper labeling: Check for batch numbers, manufacturing dates, and proper health warnings that comply with UK regulations
- Weight and feel: Genuine products have a solid build quality with no loose parts or rattling sounds
Red Flags for Counterfeit Products:
- Unusually low prices compared to market standards
- Verification codes that don’t work or have already been verified multiple times
- Packaging with blurry text, misaligned graphics, or spelling errors
- Unusual taste, throat hit, or vapor production compared to known authentic products
- Missing or incorrect health warnings required by UK law
- E-liquid capacity exceeding 2ml (UK/EU TPD regulations)
At VapeMaster, we source our products directly from authorized distributors and implement rigorous verification procedures to ensure every ELFBAR product we sell is 100% authentic. If you ever have concerns about a product purchased from us, please contact our customer service team immediately with your order number and product details.
What’s the difference between freebase nicotine and nicotine salts?
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Understanding the difference between freebase nicotine and nicotine salts can help you choose the right e-liquid for your vaping preferences and needs:
Freebase Nicotine (Traditional E-Liquid):
- Chemical structure: Pure nicotine in its basic form with higher pH level (more alkaline)
- Absorption rate: Slower absorption into the bloodstream compared to nicotine salts
- Throat hit: Stronger, more pronounced throat sensation, especially at higher concentrations
- Typical strengths: Available in 0mg, 3mg, 6mg, 12mg, and 18mg (with 20mg as the legal limit in UK/EU)
- Best used with: Sub-ohm devices, DTL (direct-to-lung) setups, higher-power systems
- Ideal for: Cloud production, flavor chasers, and vapers who prefer lower nicotine strengths
Nicotine Salts:
- Chemical structure: Nicotine combined with benzoic acid, creating a more stable compound with lower pH level (less alkaline)
- Absorption rate: Faster absorption similar to traditional cigarettes, providing more immediate satisfaction
- Throat hit: Smoother and less harsh, even at higher nicotine concentrations
- Typical strengths: Available in 10mg, 20mg (UK/EU legal limit), and higher strengths in other regions
- Best used with: Low-wattage devices, pod systems, MTL (mouth-to-lung) devices
- Ideal for: Former smokers, new vapers, those seeking effective nicotine delivery, and discreet vaping
Key Differences in Experience:
Factor | Freebase Nicotine | Nicotine Salts |
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Satisfaction Speed | Gradual onset | Rapid satisfaction |
Duration of Effect | Longer-lasting | Shorter duration |
Device Compatibility | Better with high-power devices | Better with low-power devices |
Cloud Production | Often used for cloud chasing | Typically more discreet vapor |
Cigarette-Like Experience | Less similar to smoking | More similar to smoking |
Many vapers use both types depending on their needs – nicotine salts for portable devices and quick satisfaction, and freebase nicotine for leisurely vaping sessions with greater vapor production. Your choice should ultimately depend on your nicotine requirements, preferred vaping style, and the type of device you’re using.
What vape device is best for beginners?
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For beginners entering the world of vaping, we recommend starting with user-friendly devices that provide a satisfying experience without overwhelming complexity. Here are the best options for newcomers to vaping:
Disposable Vapes:
- Ideal for: Complete beginners wanting to try vaping with minimal investment or commitment
- Advantages: Ready to use out of the package, no maintenance or setup required, portable and discreet
- Popular options: ELFBAR 600, Elf Bar BC5000, Lost Mary, Geek Bar
- Considerations: Higher long-term cost, limited flavor customization, environmental impact
Pod Systems:
- Ideal for: Beginners ready to invest in a rechargeable device with more flexibility
- Advantages: Simple to use, minimal maintenance, cost-effective in long run, suitable for nicotine salts
- Popular options: Uwell Caliburn G2, SMOK Nord, Vaporesso XROS, VOOPOO VINCI
- Considerations: Requires occasional pod/coil replacement and refilling with e-liquid
Pen-Style Vapes:
- Ideal for: Beginners wanting a slightly more traditional vaping experience
- Advantages: Simple operation, typically single-button design, familiar cylindrical form factor
- Popular options: Innokin Endura T18II, Aspire PockeX, Freemax Twister
- Considerations: Requires some basic maintenance (coil changes, tank filling)
Key Features Beginners Should Look For:
- Draw activation (automatic firing without buttons) or simple one-button operation
- Leak-resistant design to avoid messy situations and wasted e-liquid
- Mouth-to-Lung (MTL) draw that mimics the sensation of smoking
- Built-in battery with USB charging for convenience
- Sufficient battery life to last a full day of moderate use
- Compatibility with nicotine salts for smoother throat hit at higher nicotine strengths
Our recommendation for most beginners is to start with either a quality disposable like the ELFBAR 600V2 to test the waters, or a reliable pod system like the Uwell Caliburn G2 or VOOPOO VINCI if you’re ready for a rechargeable option. These devices provide an excellent balance of simplicity, satisfaction, and value while you learn more about your vaping preferences.
Visit our store or contact our team for personalized device recommendations based on your specific needs, preferences, and smoking history. We’re happy to help you find the perfect starter device and explain how to use it properly.
What e-liquid flavors do you recommend for former smokers?
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For former smokers transitioning to vaping, choosing the right e-liquid flavors can significantly impact your satisfaction and success in switching. Here are our recommendations based on thousands of customer experiences:
Tobacco Flavors:
- Classic Tobacco: Familiar taste for smokers seeking a direct replacement
- RY4 Blends: Tobacco with caramel and vanilla notes – a popular “gateway” flavor that bridges traditional smoking with vaping
- Virginia Tobacco: Lighter, slightly sweet tobacco profile
- Robust Tobacco: Fuller-bodied, stronger tobacco notes
Menthol & Mint Varieties:
- Classic Menthol: Familiar cooling sensation for former menthol cigarette smokers
- Ice Mint: Refreshing, clean mint flavor with cooling effect
- Menthol Tobacco: Combines familiar tobacco notes with a menthol finish
- Spearmint/Peppermint: Distinct mint varieties for those who enjoy specific mint profiles
Approachable Fruit & Dessert Flavors:
- Mixed Berries: Balanced, not too sweet fruit blend that many former smokers find appealing
- Coffee: Familiar beverage flavor that pairs well with the morning routine
- Vanilla Custard: Smooth, creamy flavor that’s not overly sweet
- Apple or Cherry: Classic fruit flavors that provide a good introduction to sweet vape profiles
Flavor Transition Strategy:
Many former smokers follow a natural flavor progression:
- Initial Stage: Start with tobacco or menthol flavors that provide familiarity
- Transitional Stage: Explore tobacco blends with additional notes (like RY4 with caramel/vanilla)
- Experimental Stage: Try milder fruits or dessert flavors alongside your tobacco/menthol staples
- Expanded Horizons: Many vapers eventually leave tobacco flavors behind entirely for fruit, dessert, and beverage options
Tips for Finding Your Perfect Flavors:
- Start with smaller bottles (10ml) to test flavors without committing to larger quantities
- Consider purchasing a variety pack or sampler set to explore multiple flavors efficiently
- Remember that flavor perception can change over time as your taste buds recover from smoking
- Don’t give up if your first flavor choices aren’t satisfying – finding your perfect flavors often takes experimentation
- Keep at least 2-3 different flavors in rotation to prevent “flavor fatigue” (temporarily losing sensitivity to a specific flavor)
Our staff, many of whom are former smokers themselves, can provide personalized flavor recommendations based on your smoking history, preferences, and the type of device you’re using. Feel free to ask for guidance in store or contact our team online.
Orders & Shipping
What are your shipping options and delivery times?
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We offer several shipping options to meet your needs, from economical standard delivery to premium express services:
UK Mainland Shipping Options:
Service | Delivery Time | Cost |
---|---|---|
Standard Delivery | 2-3 working days | £3.99 (Free on orders over £30) |
Express Delivery | 1-2 working days | £5.99 |
Next Day Delivery | Next working day (for orders placed before 2pm) | £7.99 |
DPD Premium Tracked | Next working day with 1-hour delivery window | £9.99 |
International Shipping:
- European Union: 3-5 working days (£9.99 – £14.99 depending on destination)
- Rest of Europe: 5-7 working days (£12.99 – £16.99)
- Rest of World: 7-14 working days (£19.99 – £24.99)
Important Shipping Information:
- Order Processing: All orders are processed within 24 hours (excluding weekends and holidays)
- Tracking: All shipping methods except Standard Delivery include tracking information sent to your email
- Remote Areas: Deliveries to Scottish Highlands, Northern Ireland, Isle of Man, etc., may take 1-2 additional days
- Age Verification: All deliveries require signature from someone 18+ with ID verification
- Customs & Duties: International customers are responsible for any customs fees or import duties
We are committed to delivering your vaping products safely and efficiently. Our packaging is discreet, secure, and designed to protect the contents during transit. You’ll receive regular updates on your order status, including dispatch confirmation and tracking information where applicable.
For specific delivery inquiries or special shipping requirements, please contact our customer service team before placing your order.
What is your returns and refund policy?
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We want you to be completely satisfied with your purchase. Our returns and refund policy is designed to be fair and transparent:
Return Eligibility:
- Unopened Items: Full refund available within 14 days of receipt
- Faulty Products: Full refund or replacement available within 30 days of receipt
- Damaged in Transit: Please notify us within 48 hours of delivery with photos of the damaged packaging and product
- Wrong Items Received: Full refund or correct replacement sent with free return shipping
Items Not Eligible for Return:
- E-liquids and disposable vapes that have been opened or had their seals broken (for hygiene reasons)
- Coils, pods, and atomizers that have been used
- Products with signs of excessive use, damage, or misuse
- Special order or customized products (unless faulty)
Return Process:
- Contact our customer service team at returns@vapemaster.com or call +44 (0) 123 456 7890 to initiate a return
- You’ll receive a Return Authorization Number (RAN) and return instructions
- Pack the item(s) securely in the original packaging if possible
- Include the RAN and a copy of your invoice/receipt
- Send the package to our returns address using a tracked shipping method
Refund Processing:
- Once we receive and inspect your return, we’ll notify you about the status of your refund
- Approved refunds are processed within 2-3 business days
- Refunds are issued to the original payment method used for the purchase
- Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account
Return Shipping Costs:
- For faulty items, incorrect items shipped, or items damaged in transit: Return shipping is free (we’ll provide a prepaid return label)
- For change of mind returns: Customer is responsible for return shipping costs
We strive to make the return process as smooth as possible. If you have any questions or concerns about returning a product, please don’t hesitate to contact our customer service team. We’re committed to resolving any issues quickly and to your satisfaction.
Do you offer international shipping?
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Yes, we offer international shipping to most countries worldwide, though there are some restrictions due to different vaping regulations across countries. Here’s what you need to know about our international shipping services:
Countries We Ship To:
- Most European Union countries
- United Kingdom (domestic)
- Switzerland, Norway, and Iceland
- United States (with some state restrictions)
- Canada (with provincial restrictions)
- Australia and New Zealand (nicotine-free products only)
- Select Asian countries (Japan, South Korea, etc.)
- Other regions (subject to local vaping regulations)
International Shipping Methods and Timeframes:
Region | Economy Shipping | Standard Shipping | Express Shipping |
---|---|---|---|
European Union | 5-9 days (£9.99) | 3-5 days (£12.99) | 1-3 days (£19.99) |
Rest of Europe | 7-12 days (£12.99) | 5-7 days (£16.99) | 2-4 days (£24.99) |
North America | 10-15 days (£14.99) | 7-10 days (£19.99) | 3-5 days (£29.99) |
Australia/NZ | 14-21 days (£16.99) | 10-14 days (£22.99) | 5-7 days (£34.99) |
Rest of World | 14-28 days (£19.99) | 10-18 days (£24.99) | 7-10 days (£39.99) |
Important Information for International Orders:
- Customs & Import Duties: International customers are responsible for all customs fees, import taxes, and duties levied by their country. These are not included in our shipping fees and will be collected upon delivery.
- Customs Delays: We cannot control or predict customs clearance times. Occasionally, packages may be held for inspection, which can cause additional delays beyond our estimated delivery times.
- Tracking: All international shipments include tracking. You’ll receive tracking information via email once your order ships.
- Age Verification: International customers must comply with their country’s age verification requirements. We require all international customers to be at least 18 years old (or the legal vaping age in their country if higher).
- Product Restrictions: Some products may not be available for international shipping due to country-specific regulations. Our website will indicate if a product cannot be shipped to your location during checkout.
- Discreet Packaging: All international shipments are sent in discreet packaging without external indications of the package contents, though customs declarations will accurately describe the contents as required by law.
Restricted Countries:
Unfortunately, due to strict regulations or outright bans on vaping products, we currently cannot ship to:
- Brazil
- Thailand
- Singapore
- UAE and most Middle Eastern countries
- Several South American countries
- Other countries with complete vaping bans
Before placing an international order, we recommend checking your country’s specific regulations regarding vaping products. If you have questions about shipping to your country, please contact our customer service team for the most up-to-date information.
Do you offer wholesale or bulk purchase options?
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Yes, we offer comprehensive wholesale and bulk purchase options for registered businesses in the vaping industry. Our wholesale program is designed to provide competitive pricing, reliable stock availability, and exceptional service to vape shops, distributors, and other retail businesses.
Our Wholesale Program Includes:
- Competitive wholesale pricing with tiered discount structures based on order volume
- Access to our entire product catalog including the latest vaping devices, premium e-liquids, and accessories
- Dedicated account manager to assist with product selection, inventory planning, and order processing
- Priority shipping with expedited processing for wholesale orders
- Regular stock updates and notifications about new product releases
- Marketing support including product images, descriptions, and promotional materials
Wholesale Eligibility Requirements:
- Valid business registration or license in the vaping, tobacco, or related retail industry
- Tax identification number or VAT registration (for UK/EU businesses)
- Minimum initial order value (varies by region, typically £500/€600/$750)
- Commitment to age verification and compliance with local vaping regulations
Bulk Purchase Options for Non-Businesses:
While our full wholesale program is designed for registered businesses, we also offer special bulk pricing for individual customers making larger purchases:
- 5% discount on orders over £100
- 8% discount on orders over £200
- 12% discount on orders over £300
- Special bundle deals on select products (visible on our website)
How to Apply for Wholesale Account:
- Complete our wholesale application form on the website (Wholesale tab in main navigation)
- Submit required business documentation (business license, tax ID, etc.)
- Our wholesale team will review your application (typically within 1-2 business days)
- Upon approval, you’ll receive access to our wholesale portal with special pricing
- Your dedicated account manager will contact you to discuss your specific needs
For immediate wholesale inquiries or to discuss custom bulk orders, please contact our wholesale department directly at:
- Email: wholesale@vapemaster.com
- Phone: +44 (0) 123 456 7899
- Business Hours: Monday-Friday, 9am-5pm GMT
We pride ourselves on building long-term relationships with our wholesale partners and are committed to helping your business grow with quality products, reliable service, and competitive pricing.
How do you verify age for online purchases?
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We take age verification extremely seriously and employ a robust multi-step process to ensure our products are only sold to adults of legal vaping age (18+ in the UK). Our comprehensive age verification system includes:
Online Verification During Checkout:
- Declaration and Checkbox: All customers must explicitly confirm they are of legal age to purchase vaping products through a mandatory checkbox during checkout.
- Real-time Electronic Age Verification: We use AgeChecked and Veratad, industry-leading age verification systems that cross-reference your provided information against multiple databases to verify your age without storing your personal data.
- Address Validation: We verify that the shipping address is valid and matches the billing information provided.
Secondary Verification (If Needed):
If our primary electronic age verification cannot confirm your age, we may request additional documentation through our secure verification portal:
- Valid photo ID (passport, driving license, etc.)
- Proof of address (utility bill, bank statement, etc.)
- These documents are verified by our compliance team and then securely deleted
Delivery Verification:
- Signature Required: All vape product deliveries require a signature from someone 18+ years old
- ID Check on Delivery: Our delivery partners are instructed to request ID if the recipient appears under 25 (Challenge 25 policy)
- No Proxy Deliveries: Products will not be delivered to minors under any circumstances, even if they claim to be collecting on behalf of an adult
Your Data Security:
- All verification processes comply with GDPR and UK data protection regulations
- Verification is conducted through secure, encrypted connections
- We retain only the minimum data necessary to confirm legal compliance
- Any submitted identification documents are destroyed after verification is complete
Important Notes About Age Verification:
- Orders cannot be processed until age verification is successfully completed
- For faster processing on future orders, you can create an account where your age verification status will be saved
- We reserve the right to cancel any order if we suspect it may be for a minor
- Attempting to circumvent our age verification process is a violation of our terms of service and may result in account termination
Our rigorous age verification system reflects our commitment to responsible vaping and compliance with all applicable laws. We believe that vaping products should never be accessible to minors, and we implement every reasonable measure to ensure they remain adult-only products.
Technical Support
My vape tastes burnt. What should I do?
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A burnt taste from your vape is a common issue with several potential causes and solutions. Here’s a comprehensive troubleshooting guide:
Immediate Actions to Take:
- Stop vaping immediately to prevent further damage to the coil and unpleasant taste
- Check your e-liquid level – vaping with insufficient liquid is a common cause of burnt hits
- Reduce your wattage/power setting if you’re using a variable wattage device
- Allow your device to cool down if you’ve been chain vaping
Common Causes and Solutions:
1. Burnt or Worn-Out Coil
Coils have a limited lifespan (typically 1-2 weeks depending on usage) and will eventually need replacement.
Solution: Replace your coil with a new one. When installing a new coil, always prime it properly before use:
- Add a few drops of e-liquid directly to the exposed cotton/wicking ports
- Fill your tank and wait 5-10 minutes before vaping
- Start at a lower wattage and gradually increase to your preferred setting
2. Chain Vaping / Taking Long Puffs
Taking frequent puffs without adequate breaks doesn’t allow enough time for the wick to resaturate with e-liquid.
Solution:
- Take shorter, less frequent puffs
- Wait 15-30 seconds between puffs to allow the wick to absorb e-liquid
- Consider a device with better wicking if you prefer frequent vaping
3. Wattage Too High
Using a wattage beyond your coil’s recommended range can burn the cotton even when it’s saturated.
Solution:
- Check the recommended wattage range printed on your coil (e.g., 40-60W)
- Start at the lower end of this range and adjust to find your sweet spot
- If your device doesn’t show wattage, use lower power settings
4. Low E-Liquid Level
When your tank is running low, the wicking ports may not be fully submerged, leading to dry hits.
Solution:
- Keep your tank at least 1/4 full at all times
- Refill before the e-liquid level drops below the wicking ports
- For disposables, discontinue use when flavor diminishes or vapor production decreases
5. E-Liquid Too Thick (High VG)
High-VG e-liquids are thicker and may not wick efficiently in some coils, particularly in cold weather.
Solution:
- Use a higher PG ratio e-liquid for better wicking in smaller devices
- Try 50/50 PG/VG blends for pod systems or MTL tanks
- For sub-ohm tanks, ensure you’re using coils designed for high-VG juices
Preventative Measures:
- Prime new coils properly – always allow 5-10 minutes for the wick to saturate before first use
- Maintain appropriate power levels – stay within the recommended wattage range for your coil
- Regular maintenance – clean your tank and replace coils before they’re completely spent
- Match your e-liquid to your device – higher-resistance coils work better with higher-PG liquids
- Carry backup coils – always have spares available for quick replacement
If you’ve tried all these solutions and still experience burnt hits, there might be an issue with your device itself. Contact our technical support team with details about your setup, and we’ll help troubleshoot the specific problem you’re experiencing.
My vape device is leaking. How can I fix it?
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Leaking vape devices are a common frustration but usually fixable with the right approach. Here’s a comprehensive guide to identifying and solving leaking issues based on your device type:
General Troubleshooting (For All Device Types):
- Clean your device thoroughly: Disassemble your tank/pod (when possible) and clean all components with warm water. Dry completely before reassembling.
- Check for proper assembly: Ensure all components are correctly aligned and tightly secured, but avoid overtightening which can damage O-rings.
- Inspect for damage: Look for cracked tanks, worn O-rings, or damaged seals that might allow e-liquid to escape.
- Avoid extreme temperatures: Keep your device at room temperature as heat can thin e-liquid and cold can cause condensation.
Tank-Based Vape Devices:
1. Improper Filling
Overfilling the tank or getting e-liquid down the center air tube can cause leaking.
Solution:
- Never fill beyond the maximum fill line (usually around 80% capacity)
- Tilt your tank slightly when filling to direct e-liquid away from the central chimney
- Use filling bottles with needle tips for precise filling
2. Coil Installation Issues
Improperly installed coils can create gaps where e-liquid escapes.
Solution:
- Ensure coils are screwed in firmly (but not overtightened)
- Check that the coil’s O-rings are intact and properly seated
- Use only coils designed specifically for your tank model
3. Worn O-rings
O-rings create the seal between tank components and deteriorate over time.
Solution:
- Regularly inspect O-rings for cracks, deformation, or wear
- Replace worn O-rings (most tanks come with spare O-rings)
- Apply a tiny amount of VG to O-rings to maintain flexibility and create a better seal
4. Airflow Positioning
When laid on its side, e-liquid can seep through the airflow holes if they’re positioned downward.
Solution:
- Always close airflow when not in use, especially when carrying in a pocket or bag
- Store upright whenever possible
- If you must lay your device down, position it so airflow holes face upward
Pod Systems & Disposables:
1. Condensation Buildup
What appears as leaking in pod systems is often condensation from vapor.
Solution:
- Regularly remove the pod and wipe the connection points and inside of the device
- Blow gently through the mouthpiece (with pod removed) to clear condensation
- Take shorter, less frequent puffs to reduce condensation buildup
2. Improper Pod Installation
Pods that aren’t fully clicked into place can leak at the connection points.
Solution:
- Ensure the pod is firmly seated in the battery section (listen for a click)
- Check that fill plugs are completely sealed
- Clean the connection points with a cotton swab before inserting pod
3. E-Liquid Type
Very thin e-liquids (high PG) can leak more easily through tiny openings.
Solution:
- Use the appropriate e-liquid ratio for your device (check manufacturer recommendations)
- For most pod systems, a 50/50 PG/VG ratio works best
- Consider slightly higher VG e-liquids if leaking persists
Disposable Vape Leaking:
- Leaking disposables usually indicate a manufacturing defect
- Store disposables upright when not in use
- Avoid extreme temperatures (don’t leave in hot cars or cold environments)
- If a disposable leaks significantly, contact us for a replacement under warranty
If you’ve tried these solutions and your device continues to leak excessively, it may have a manufacturing defect or internal damage. Contact our technical support team with details about your device model and the specific leaking issue you’re experiencing. For products purchased from us within the warranty period, we’re happy to help with troubleshooting or arrange a replacement if necessary.
My battery isn’t charging or holding charge. What can I do?
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Battery issues are among the most common problems vapers encounter. Here’s a troubleshooting guide to help identify and resolve charging and battery life problems:
Device Won’t Charge At All
1. Connection Issues
Poor connections between charging cable and device are a common cause of charging failures.
Troubleshooting steps:
- Check for debris in the charging port and clean with compressed air or a wooden toothpick
- Try a different charging cable – cables wear out and can develop internal breaks
- Test multiple USB ports or wall adapters to rule out power source issues
- Look for visible damage to charging port (bent pins, etc.)
2. Software/Firmware Issues
Sometimes, the device’s internal software may become unresponsive.
Troubleshooting steps:
- Try a device reset (if applicable) – check your device manual for specific instructions
- For devices with removable batteries, take out the battery for 30 seconds then reinsert
- Check if firmware updates are available from the manufacturer
- Try the “5-click off, 5-click on” process to reset some simpler devices
3. Battery Safety Protections
Modern devices have safety features that prevent charging under certain conditions.
Troubleshooting steps:
- Allow an overheated device to cool down before attempting to charge
- Check for e-liquid in the charging port and clean if necessary
- Ensure you’re using the correct charger with appropriate voltage/amperage
- Some devices won’t charge if completely drained – try charging for 30+ minutes to “wake up” the battery
Battery Drains Too Quickly
1. Settings Too High
Higher wattage/voltage/temperature settings consume battery power more rapidly.
Solution:
- Reduce your wattage/power settings to extend battery life
- Use temperature control mode if available
- Consider a higher-resistance coil which requires less power
2. Battery Degradation
Rechargeable batteries naturally lose capacity over time and after many charge cycles.
Solution:
- For devices with replaceable batteries: Purchase new batteries
- For internal battery devices: Consider a device upgrade if battery life is significantly degraded
- Most devices maintain good battery performance for 6-12 months with regular use
3. Background Features
Advanced mods with screens, Bluetooth, or other features consume additional power.
Solution:
- Reduce screen brightness if possible
- Set shorter screen timeout duration
- Disable Bluetooth/WiFi features when not needed
- Use stealth mode if available (screen off while vaping)
Battery Best Practices:
- Avoid extreme temperatures – heat damages batteries permanently, while cold temporarily reduces performance
- Don’t overcharge – disconnect once fully charged, especially overnight charging
- Use proper chargers – ideally use the manufacturer’s recommended charger
- Partial discharges are better than completely draining modern lithium batteries
- Keep battery contacts clean – wipe connections periodically with a dry cloth
When to Replace/Seek Warranty Support:
- Device won’t charge after trying multiple cables and power sources
- Battery drains completely in an unusually short time (less than half the original runtime)
- Device becomes hot while charging or using
- Visible swelling or damage to the battery
- New device with battery issues (contact us immediately for warranty service)
If you’ve tried these troubleshooting steps and still experience battery issues, please contact our technical support team with your device model, purchase date, and a detailed description of the problem. For products within warranty period, we provide repair or replacement options.
How should I dispose of used vaping products?
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Responsible disposal of vaping products is important for environmental sustainability and safety. Different components require different disposal methods:
Disposable Vapes:
Disposable vapes (like ELFBAR, Lost Mary, Geek Bar, etc.) contain both electronic components and lithium batteries which should never go in regular trash.
Proper disposal methods:
- Preferred option: Return to a vape shop participating in a take-back program (including our stores)
- Take to an electronics recycling center or household waste recycling center (HWRC)
- Use small electrical appliance recycling bins found at some supermarkets
- Check with your local council for specific small electronics disposal guidelines
Never: Place disposable vapes in general waste or recycling bins
Batteries:
Lithium-ion batteries used in vape devices pose fire hazards if improperly disposed of.
Proper disposal methods:
- Take to battery recycling points in supermarkets, electronic stores, or community centers
- Use dedicated battery recycling services at waste recycling centers
- For damaged or swollen batteries, place in a non-flammable container with battery terminals covered
- Many vape shops (including ours) accept used vape batteries for proper recycling
Safety tip: Cover battery terminals with tape before recycling to prevent short circuits
Empty E-Liquid Bottles:
E-liquid bottles may contain residual nicotine, which is considered hazardous waste.
Proper disposal methods:
- Rinse thoroughly with warm water several times to remove all e-liquid residue
- Remove and separate labels, dropper tips, and caps for proper sorting
- PET plastic bottles (transparent/clear) can typically go in plastic recycling
- Glass bottles should go in glass recycling after cleaning
Note: Check your local recycling guidelines, as they vary by council
Coils and Pods:
Used coils and pods contain metals, cotton, and residual e-liquid.
Proper disposal methods:
- Remove and drain any excess e-liquid
- Small metal parts (like coils) should be collected and taken to metal recycling at waste centers
- Some vape shops (including ours) collect used coils as part of recycling initiatives
- If no recycling option is available, wrap securely and dispose of in general waste
Our Recycling Initiative:
We’re committed to reducing the environmental impact of vaping products. When you visit our stores, you can:
- Drop off any used disposable vapes (regardless of where purchased)
- Return used batteries, coils, and pods for proper recycling
- Receive a 5% discount on your next purchase when you bring in 5+ used disposables
- Get advice on more sustainable vaping alternatives
Reducing Vaping Waste:
- Consider switching from disposables to a refillable pod system or tank
- Choose products with replaceable coils rather than disposable pods where possible
- Purchase e-liquids in larger bottles (10ml+ for nicotine-free, 10ml for nicotine) to reduce plastic waste
- Look for devices with replaceable batteries for longer overall lifespan
- Maintain your device properly to extend its usable life
By disposing of vaping products properly, you’re helping to prevent environmental contamination, reduce fire hazards, and support the recycling of valuable materials. If you have questions about recycling specific vaping products, our staff are happy to provide guidance in store or through our customer service channels.
What’s the difference between pod systems, mods, and disposables?
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Understanding the differences between vaping device types can help you choose the right system for your needs. Here’s a comprehensive comparison of the three main categories:
Disposable Vapes:
Key Characteristics:
- Pre-filled and pre-charged: Ready to use straight out of the package
- Single-use design: Discarded once the battery dies or e-liquid is depleted
- No buttons or settings: Draw-activated for simplicity
- Compact and portable: Lightweight, pocket-friendly designs
- Fixed nicotine strength: Typically available in 20mg (2%) strength in the UK
Ideal For:
- Complete beginners trying vaping for the first time
- Smokers wanting a cigarette-like experience with minimal learning curve
- Users who prioritize convenience over customization
- Travel or occasions when carrying vaping equipment is inconvenient
Popular Examples:
ELFBAR 600, Elf Bar BC5000, Lost Mary, Geek Bar, Crystal Bar
Pros & Cons:
Pros:
- Ultimate convenience
- No maintenance required
- Affordable upfront cost
- Ideal for trying different flavors
Cons:
- Higher long-term cost
- Environmental impact
- Limited customization
- Fixed nicotine strength
Pod Systems:
Key Characteristics:
- Two-part system: Rechargeable battery and replaceable pod/cartridge
- Refillable or pre-filled pods: Options for both convenience and customization
- Simplified operation: Either button-activated or draw-activated
- Compact design: Slightly larger than disposables but still very portable
- Moderate battery capacity: Typically 350-800mAh, recharging via USB
Ideal For:
- Former smokers looking for a more cost-effective alternative to disposables
- Users seeking a balance of convenience and customization
- Vapers who prefer nicotine salt e-liquids
- Those wanting a discreet, pocket-friendly device with more flavor options
Popular Examples:
UWELL Caliburn, SMOK Nord, Vaporesso XROS, VOOPOO VINCI, Innokin EQ
Pros & Cons:
Pros:
- More economical long-term
- Choice of e-liquids and strengths
- Rechargeable battery
- Simple maintenance
Cons:
- Higher initial investment
- Requires basic maintenance
- Occasional coil/pod replacement
- Potential for leaking
Box Mods & Advanced Systems:
Key Characteristics:
- Separate components: Mod (battery section) and atomizer/tank
- High customization: Adjustable wattage, temperature, and airflow settings
- Advanced features: Digital displays, custom curves, firmware updates
- Higher power output: Typically 40-200W capability
- Larger battery capacity: Either built-in high-capacity or external replaceable batteries
Ideal For:
- Experienced vapers seeking maximum customization
- Cloud chasers and flavor enthusiasts
- Users who prefer direct-to-lung (DTL) vaping
- Those who value performance and battery life over portability
Popular Examples:
GeekVape Aegis, Voopoo Drag, Smok Morph, Vaporesso Gen, Innokin MVP
Pros & Cons:
Pros:
- Maximum customization
- Superior vapor production
- Enhanced flavor delivery
- Longer battery life
Cons:
- Steeper learning curve
- Larger size, less portable
- Regular maintenance required
- Higher initial investment
Comparison Chart:
Feature | Disposables | Pod Systems | Box Mods |
---|---|---|---|
Initial Cost | £5-10 | £15-40 | £40-100+ |
Long-term Cost | Highest | Moderate | Lowest |
Ease of Use | ★★★★★ | ★★★★☆ | ★★☆☆☆ |
Maintenance | None | Minimal | Regular |
Battery Life | Fixed (300-600 puffs) | Moderate | Extended |
Customization | None | Limited | Extensive |
Cloud Production | Minimal | Moderate | Substantial |
Environmental Impact | High | Moderate | Low |
Recommendation for New Vapers:
Many vapers follow a natural progression through these device types:
- Start with a disposable to experience vaping with minimal investment and determine if it’s right for you
- Progress to a pod system once you’ve confirmed vaping works for you and you want a more cost-effective solution
- Consider a mod system if you become enthusiastic about vaping and want to explore advanced features, better performance, and further customization
Our staff can provide personalized device recommendations based on your specific needs, preferences, and vaping goals. Visit one of our stores or contact our support team for expert guidance on selecting the perfect device for your vaping journey.
Still Have Questions?
Our vaping experts are ready to help with any questions not covered in our FAQ. Get in touch for personalized assistance with product selection, technical support, or order inquiries.