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 warranty for AirsPops devices is valid for 180 days from the date of purchase, unless otherwise stated according to local country requirements.
What is the best before period for AirsPops devices?
All AirsPops devices, including disposable devices (ONE USE), have a best-before period of 24 months from the date of production.
*Please note that battery performance may gradually reduce over time, particularly after extended periods of storage. For the best overall experience and battery performance, we recommend using the device as soon as possible after purchase.
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 it down until you hear a click. Your device is now ready to use.
If you are using a refillable or empty pod, fill the pod with e-liquid and allow it to sit for 3–5 minutes before use.
How do I start using the AirsPops Pro, AirEgg, and bottle. by AirsPops devices?
Please follow these steps:
· Remove the protective sticker from the bottom of the pod or cartridge.
· Fill the pod with e-liquid.
· Allow it to sit for a few minutes.
· Press the button five times to turn the device on.
· As part of the child safety mechanism, AirsPops Pro and AirEgg will automatically shut down if they are not used for one hour. bottle. by AirsPops will automatically shut down after 30 minutes of inactivity.
What are some important tips when using AirsPops devices?
Here are some important tips to keep in mind:
· Limit each inhalation to 1–5 seconds to help prevent a burnt sensation.
· Keep the pod positioned above the device where possible.
· Avoid using the device while it is inverted.
· When the device power reserve reaches 10% or below, the LED indicator will flash and the device may stop functioning until it is recharged.
What should I do if my AirsPops device is leaking?
If you notice leaking or condensation after use, gently wipe the affected area with tissue paper or a cotton swab.
If the leaking persists, please contact our Customer Care team for assistance.
Why does the liquid in my pod turn dark?
The e-liquid in the pod may darken after prolonged use or multiple refills. This can occur during normal use and may indicate that it is time to replace the pod.
What should I do if my AirsPops device is not working?
If your AirsPops device is not functioning, try the following steps:
· Make sure the device is fully charged.
· Remove the pod and clean the metal contacts at the bottom.
· Gently wipe away any condensation or foreign matter from the device and pod connectors.
· Gently shake the pod and device.
If the problem persists, please contact our Customer Care team for further assistance.
Do I need to perform maintenance on my AirsPops device?
AirsPops devices are designed to require minimal maintenance. However, periodically cleaning the metal contacts can help maintain consistent performance.
We recommend gently wiping the pod and device connection points with tissue paper or a cotton swab.
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), flavourings, and nicotine, except for selected nicotine-free products such as certain INK LORDS variants.
For more information about INK LORDS, please visit:
https://global.airscreamuk.com/collections/ink-lords
What is the shelf life of AirsPops products?
AirsPops prefilled pods have a shelf life of 18 months from the date of production.
AirsPops devices, including ONE USE disposables, have a best-before period of 24 months from the date of production.
E-liquids have a shelf life of 24 months from the date of production.
*Please note that battery performance in devices and disposables may gradually reduce over time, particularly after extended periods of storage.
For the best taste and overall product experience, we recommend using the product as soon as possible after purchase and opening.
How should I store AirsPops pods and e-liquids?
To help preserve product quality, store AirsPops pods and e-liquids in a cool, dry place away from direct sunlight and excessive heat.
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 may have reached the end of its recommended usage of life.
Tips for Using Coils with AirsPops Pro or bottle. by AirsPops
If you experience issues with the coil in your AIRSCREAM device, such as poor vapour production, a burnt taste, or a burnt smell, try the following troubleshooting steps:
Prime the coil
Make sure the coil is properly saturated with e-liquid before use. Apply a few drops of e-liquid directly onto the exposed cotton wicking material where applicable. This can help prevent dry hits and support better flavour and vapour production.
Check the coil connection
Make sure the coil is securely and correctly connected to the pod and device. Loose connections can affect performance.
Remove the pod, clean the connection points, and reattach it firmly.
Use the device properly
Move the device away from your mouth when exhaling to help reduce condensation or moisture build-up around the base of the cartridge.
Check the e-liquid
If you are using third-party e-liquid with high levels of VG or sucralose, residue may build up on the cotton in the coil more quickly. This can shorten coil life or affect performance.
Clean the device
Regularly clean the device to remove residue or build-up that may affect coil performance.
Use a clean cloth or cotton swab to gently wipe the connection points and coil area. Avoid using excessive force or water, as this may damage the device.
Replace the coil
If the problem continues after trying the steps above, the coil may need to be replaced. Coils naturally wear out over time, which can lead to reduced performance or a burnt taste.
AirsPops Pro
How do the AirsPops Pro battery indicators work?
The battery indicator lights on the side of the AirsPops Pro show the approximate remaining battery level:
· 100%–60%: 3 lights on
· 60%–20%: 2 lights on
· Below 20%: 1 light on
What does the AirsPops Pro indicator flashes mean?
Short-circuit warning
The indicator light flashes 2 times in red and the device does not operate. This may indicate a short circuit in the coil. Replace the coil with a new one.
Low-power warning
The indicator light flashes 3 times in white, and the device does not operate. This indicates that the battery level is too low. Recharge the device.
Poor contact
The indicator light flashes 5 times in red and the device does not operate. This may indicate that the cartridge or atomiser is not installed correctly. Remove and reinstall the cartridge, ensuring it is properly connected.
Timeout protection
If you inhale for more than 8 seconds, the indicator light will flash 10 times in white and the device will stop outputting.
Automatic locking
If the device is not used for more than one hour, the indicator light will flash 5 times in white, and the device will automatically lock.
To restart the device, press the button five times continuously.
AirsPops ONE USE
How long does an AirsPops ONE USE 3ml disposable last?
The ONE USE 3ml disposable contains 3ml of e-liquid.
For many users, this may last around three days. However, actual usage time will vary depending on individual usage habits.
What is the best before period for AirsPops ONE USE disposables?
AirsPops ONE USE disposables have a best-before period of 24 months from the date of production.
Please note that battery performance may gradually reduce over time, particularly after extended periods of storage.
For the best taste, battery performance, and overall experience, we recommend using the product as soon as possible after purchase.
How are AirsPops ONE USE products packaged?
Brand-new ONE USE 3ml, 6ml, and 12ml devices are sealed in plastic bags for hygiene purposes.
If you notice any leaking or flashing from the device before opening the packaging, please contact our Customer Care team:
Email: customercare@airscreamuk.com
WhatsApp: +44 730 092 6509
Please provide a detailed description of the issue so our team can guide you through the appropriate troubleshooting steps.
AIRSCREAM Customer Care
How do I contact AIRSCREAM Customer Care?
If you have any issues or concerns regarding your AIRSCREAM products, you can contact our Customer Care team by:
Email: customercare@airscreamuk.com
WhatsApp: +44 730 092 6509
WhatsApp link: https://wa.link/q9vo3c
To help us assist you efficiently, please include the following information:
Subject
Clearly state the reason for your enquiry, such as “Device Troubleshooting” or “Issue with AirsPops Device.”
Description
Provide a detailed description of the problem you are experiencing, including any error messages, symptoms, or specific issues.
Device information
Specify the model and type of AIRSCREAM device, such as AirEgg or AirsPops Pro, and include the batch number where available.
Steps taken
Let us know which troubleshooting steps you have already attempted. This will help our Customer Care team determine the most appropriate next steps.
Attachments
Where relevant, include photos or videos showing the issue or any error indications.
Contact details
Include your name, contact number, and any other relevant information that will help our team assist you.
Our Customer Care team will review your enquiry and provide assistance. Our standard response time is within 24 hours or one business day, and we 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, Saudi Arabia, Canada, Russia, all EU countries and etc. If a country is not available for selection at checkout, we are currently unable to ship to that destination.
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.
Age Verification for UK clients:
In compliance with UK regulations governing the sale of vaping products, we have implemented a thorough age verification process. When you place an order for AIRSCREAM products, it is necessary to provide proof of your age to confirm that you are of legal vaping age in the UK. This age verification process is essential for maintaining a responsible and safe vaping environment for all our customers.
If your age verification is not successful at the checkout, please follow these steps to complete the process via email:
Take a clear picture of yourself holding a valid form of identification, such as your passport or driver's license. Ensure that both your face and the identification document are clearly visible in the photo.
Send an email to customercare@airscreamuk.com with the subject line "Age Verification - [Your Order Number]." In the email, attach the photo you took in the previous step.
Our customer care team will review your age verification photo and process it as quickly as possible. Rest assured that your personal information will be handled securely and in accordance with our privacy policy.