Limited Lifetime Warranty

We understand life happens, that’s why we offer a limited lifetime warranty on all O.pen battery products. If your pen stops working for any reason - storm, earthquake, zombies - whatever, follow the below steps to initiate a replacement. For as long as you own an O.pen battery, you’re covered.

O.pen batteries can be replaced by mailing the defective battery back to us or via our expedited $15 replacement policy.

To qualify for a lifetime warranty replacement you must:

  • Be in possession of the defective battery unit
  • Submit proof of battery defectiveness (see below for required steps)
O.PEN 2.0 VARIABLE VOLTAGE BATTERY TROUBLESHOOTING

If your 2.0 battery seems to stop working, please review these troubleshooting steps first to see if you can return your vape pen battery to working order.

O.PEN 2.0 VARIABLE VOLTAGE BATTERY DEFECTIVENESS CHECK

Step 1.) A video of the defective pen on the charger, plugged into a charging station or outlet followed by;

Step 2.) Clicking the stylus tip 10 times rapidly.

Once the video is complete, please attach the video to your inquiry along with the pen’s order number and or; a receipt of purchase from one of our retailers (if you have it) to help@openvape.com for review. Our customer service team will review and be in communication with you regarding next steps.

O.PEN O.RIGINAL & ISH BATTERY DEFECTIVENESS CHECK

Step 1.) A video of the defective pen on the charger, plugged into a charging station or outlet followed by;

Step 2.) A draw directly from the pen without the cartridge attached.

Once the video is complete, please attach the video to your inquiry along with the pen’s order number and or; a receipt of purchase from one of our retailers (if you have it) to help@openvape.com for review. Our customer service team will review and be in communication with you regarding next steps. 

Video evidence must be presented for all replacement requests. If video evidence cannot be provided, replacement requests are at the discretion of the customer service team. Please email help@openvape.com to begin the warranty replacement process.  

The PACT Act Effect On Shipping

The PACT Act has dramatically limited the shipping of e-cigarettes and vaporizers in the mail, we have had to make changes to our warranty and shipping programs. We are still able to ship O.pen devices nationwide, however, our shipping costs are now much more expensive. In order to qualify for FREE shipping on new purchases customers must spend $50. For warranties a charge of $15 will be billed to the customer to cover average shipping costs.

We encourage customers to go to their closest retail location for a warranty exchange during this time, we will reimburse the O.pen retail. However, it should be noted, acceptance of warranty exchanges are up to the retailer's discretion.

We are actively seeking opportunities to reduce shipping costs and appreciate your understanding and support during these times.

30-Day Return Policy

Within 30 days of purchase, O.pen customers can return or exchange their O.pen battery for any reason with proof of purchase. Returns can be made via our website or in-store, please note that returns are at the discretion of the retailer.

The following is required in order to qualify for a 30-day return:

  • Receipt (In-Store Purchase)
  • Order Number (Online Purchase)

Returns and/or exchanges are available on a one-for-one purchase basis. The purchased unit must be shipped back to O.pen at the customer's cost. For PACT Act blocked states, please contact us for help in finding a retail location near you. Please email help@openvape.com to initiate the return process.

Returns

Due to new legislation, we are no longer able to accept O.pen products returned via standard mail carriers (FedEx, UPS & USPS). This is due to the recently passed PACT Act preventing all major shipping providers from mailing vapes or their accessories.

For warranty exchanges you can go to your closest O.pen retailer to facilitate and exchange. If that is not possible, please contact our Customer Service team for further assistance.

If the item you are trying to return or exchange is no longer being manufactured, out-of-stock or is no longer available for retail sale, please contact help@openvape.com so that our team can assist. Please note that our Go.pen and Ziggy Marley Dry Herb are no longer being manufactured, and do not have warranty coverage. 

*If you live outside of the United States, your warranty return must be done in-store. Please do not mail in defective products from outside the country, as we will be unable to send a replacement.

4-Hour Cancellation Policy

In order to ensure proper delivery timelines on all orders, a 4-hour cancellation policy has been adopted. Customers can cancel orders within 4 hours of the order being made. If the order is not canceled within the 4-hour window, the items will ship regardless of the request.

Cancellation requests can be as followed:

  • Color Change
  • Style Change
  • Product Change
  • Discount Code Not Activating
  • Refund Request

We have a lot of orders to sort through and providing you, the customer, with proper delivery is our main priority. Please email help@openvape.com for additional info and help with discount code activation.

If you need to return an item for a refund, please download and legibly complete the return form and we will process your refund once your return order is received. Refunds generally take 1-2 business days to reflect and cannot be issued for used O.pen products.

Please contact help@openvape.com prior to sending your return package with your tracking number so fulfillment can be notified accordingly.

Cartridges

If your O.pen cartridge leaks, please take it back to the dispensary from where you purchased it and they will replace it free of charge. Please keep your receipts and call ahead to confirm the exchange of the broken cartridge in store. All sales are final on our empty FIY cartridges purchased on openvapeshop.com