FAQ
Introduction
Are you new to using the AIRSCREAM device? Or are you curious about this innovative vaping device and have some questions about it? We'll answer some of the most frequently asked questions about AIRSCREAM.
AirsPops Device
What is my AirsPops warranty duration?
The AirsPops devices warranty is valid for 180 days from the date of purchase, unless stated otherwise in local countries.
How do I start using the AirsPops Battery Set and AirsPops 7 device?
To start using the AIRSCREAM AirsPops device, insert the prefilled pod into the device receiver and push down until you hear a click. Your device is now ready to vape.
If you are using a refillable/empty pod, please make sure you fill in e-liquid in the pod and let it sit for 3-5 minutes before using.
How do I start using the AirsPops Pro, AirEgg, and bottle.by AirsPops Device?
Please follow these steps:
- Remove the protective sticker at the bottom of the pod/cartridge.
- Fill the pod with e-liquid.
- Let it sit for a few minutes.
- Press the button five times to turn it on.
- Child safety mechanism, AirsPops Pro and AirEgg will automatically shut down if not used for an hour, and 30 minutes for bottle. by AirsPops.
Here are some important tips to keep in mind:
- Limit each inhalation to 1-5 seconds to prevent a burnt sensation.
- Ensure the pod is always positioned higher than the device.
- Avoid using the device when it is inverted.
- When the device power reserve is at or below 10%, the LED indicator will flash, and the device will stop functioning.
What should I do if there is leaking on my AirsPops device?
If you experience leaking or condensation after use, you can use tissue paper or a cotton swab to gently wipe the surface. If the leaking problem persists, please contact our customer service for assistance.
Why does the liquid in my pod turn dark?
The e-liquid pod may darken after prolonged usage or multiple refills. This is normal and serves as a reminder to replace the pod.
What should I do if my AirsPops device is not working?
If your AirsPops device is not functional, try the following steps:
- Please make sure the device is fully charged.
- Remove the pod and clean the metal contacts at the bottom.
- Gently wipe off any condensation and foreign matter from the device and pod connectors.
- Gently shake the pod and device.
If problems persist, please contact customer service for further assistance.
Do I need to perform maintenance on my AirsPops device?
While your AirsPops device is designed to be maintenance-free, periodically cleaning the metal contacts ensures a smooth vaping experience. Wiping the connections on the pod and device with tissue paper or a cotton swab is recommended.
AirsPops Pods
What are the ingredients used in AirsPops pods and e-liquids?
AirsPops pods and e-liquids contain propylene glycol (PG), vegetable glycerin (VG), flavorings, and nicotine (except for the INK LORDS: https://global.airscreamuk.com/collections/ink-lords variant).
What is the shelf life of AirsPops products?
AirsPops prefilled pods have a shelf life of 18 months from the date of production, ONE USE disposables 12 months, and e-liquids 24 months.
In order to get the best taste experience, we recommend using it soon after purchasing and opening.
How should I store AirsPops pods and e-liquids?
To preserve the quality of your e-liquids, store them in a cool and dry place, away from direct sunlight.
What should I do if the pod has a burnt smell or taste?
If you experience a burnt smell or taste, replace the pod or coil as it may be depleted or used beyond its recommended life cycle.
Tips on using Coils for AirsPops Pro or bottle. Device:
If you're experiencing issues with the coil in your AIRSCREAM device, such as poor vapor production, burnt taste, or a burnt smell, you can try the following troubleshooting steps:
Prime the coil: Ensure that the coil is properly saturated with e-liquid before use. To prime the coil, apply a few drops of e-liquid directly onto the exposed cotton wicking material. This helps prevent dry hits and ensures better flavor and vapor production.
Check the coil connection: Make sure the coil is securely and properly connected to the pod and the device. Sometimes, loose connections can lead to poor performance. Remove the pod, clean the connection points, and reattach it firmly.
Proper usage: Please remove the device away from the mouth when exhaling to reduce the risk of condensation/moisture build up at the base of the cartridge.
Check the e-liquids: If using a 3rd party liquid that could contain higher levels of VG or sucralose, these liquids will gunk up the cotton in the coil very quickly, causing the coil to burn out or malfunction.
Clean the device: Regularly clean the device to remove any residue or buildup that could affect coil performance. Use a clean cloth or cotton swab to wipe the connections and the coil area. Avoid using excessive force or water, as this can damage the device.
Replace the coil: If the coil issue persists and none of the above steps help, it might be time to replace the coil. Over time, coils can become worn out or burnt, leading to a decrease in performance.
AirsPops Pro
There are battery life indicators on the side for AirsPops Pro device:
100 - 60% battery life 3 lights on
60 - 20% battery life 2 lights on
Below 20% battery life 1 light on
Flashes of the logo:
Short circuit prompt: The indicator light flashes 2 times in red and does not work, indicating a short circuit of the core. Please replace it with a new core.
Low power prompt: The indicator light flashes 3 times in white and does not work, indicating that the power is too low. Please charge it.
Poor contact: The indicator light flashes 5 times in red and does not work, indicating that the cartridge and atomizer are not installed correctly. Please check.
Timeout protection: If you inhale for more than 8 seconds, the indicator light will flash ten times in white and stop outputting.
Locking: If not used for more than an hour, the indicator light will flash five times in white and lock automatically. To start again, press the button five times continuously to restart.
AirsPops ONE USE
ONE USE 3ml disposable contains 3ml of e-liquids in the tank, which lasts around 3 days for most people, however, it varies for different people depending on usage.
ONE USE disposables have a shelf life of 12 months. However, we recommend using it soon after purchase for the best experience.
Brand new ONE USE 3ml, 6ml and 12ml are sealed in plastic bags for hygiene purposes. If you see any leaking or flashing of the device before opening up, please contact our customer care team via email at customercare@airscreamuk.com or by WhatsApp at +44 730 092 6509. Provide them with a detailed description of the issue you are facing, and they will guide you through the necessary steps to resolve the problem.
How to contact AIRSCREAM Customer Care
Regarding any issues or concerns you have with your products, you can email us at customercare@airscreamuk.com. Or WhatsApp at +44 730 092 6509. Link: https://wa.link/q9vo3c Please make sure to include the following details in your email:
Subject: Clearly mention the subject of your email, such as "Device Troubleshooting" or "Issue with AirsPops Device."
Description: Provide a detailed description of the problem you're experiencing with your device. Include any error messages, symptoms, or specific issues you've encountered.
Device Information: Specify the model and type of your AIRSCREAM device, such as AirsEgg or AirsPops Pro, and the batch number info to help the customer care team better understand and address your concern.
Steps Taken: Mention any troubleshooting steps you have already attempted to resolve the issue. This will help the customer care team determine the best course of action.
Attachments: If there are any relevant attachments, such as pictures and videos showing the issue or error messages, you can include them in your email to provide visual reference.
Contact Details: Include your name, contact number, and any other relevant information that will help the customer care team assist you efficiently.
AIRSCREAM customer care team will review your inquiry and provide assistance to resolve any issue with your products. Our response time is 24 hours or 1 business day, and the customer care team will make every effort to address your concerns as promptly as possible.
Shipping and Orders
Which countries do you not ship to?
We do not ship to countries where regulations prohibit the sale or importation of e-cigarette products. We also do not ship to countries where there is an exclusive distributor in the country. The countries include but not limited to Taiwan, China, Vietnam, New Zealand, South Africa, Estonia, Morocco, USA, Russia & all EU countries.
How long does it take to receive my order?
The estimated delivery time varies depending on your location and the shipping method you choose at checkout. In the UK, standard delivery takes 2-3 working days, and express delivery takes 1-2 working days. For international orders, delivery times can range from 5-20 working days.
When do you send out my order?
Orders are usually processed in 24 working hours after an order is placed, but will be slighted delayed for public holidays, which we will notice in advance on the store.
How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your order on the shipping company's website.
Can I cancel or modify my order after placing it?
If you need to cancel or modify your order, please contact our customer care team as soon as possible. We will try our best to accommodate your request, but please note that once your order has been shipped, we cannot make any changes.
What should I do if I receive a faulty or damaged product?
If you receive a faulty or damaged product, please contact our customer care team immediately. We will arrange for a replacement or refund, depending on the situation.
What is your return policy?
We accept returns within 14 days of delivery, provided that the product is unused and in its original packaging. To initiate a return, please contact our customer care team. Please note that shipping costs are non-refundable.
How do I contact your customer care team?
You can contact our customer care team via email at customercare@airscreamuk.com or by WhatsApp at +44 730 092 6509. Link: https://wa.link/q9vo3c
Our customer care team is available Monday to Friday, 10am to 6pm (GMT+8- Hong Kong/ Singapore Time zone)
How can I stay updated on AIRSCREAM's latest products and promotions?
You can subscribe to our newsletter on our website to stay updated on our latest products and promotions or follow us on social media, including Facebook, Instagram, and Twitter.
We hope these FAQs have answered your questions about AIRSCREAM. If you have any further queries, please do not hesitate to contact our customer care team.