FAQS
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Normally, your order will be shipped within two business days. If there is a shipment delay, please contact the service team to determine the cause.
There’s some likelihood that custom officers may carry out spot inspection on your parcel and you may be requested to pay the tariff.
If you are requested to provide further documents(e.g, the purchase order) or information regarding the product(s), you can please contact us by support@sencoi.com.
Sorry, the shipping address can’t be changed once the order is shipped. Before the order is shipped, you can contact our official customer service by sending an email to support@sencoi.com to change your address.
Please feel free to contact our official customer service by sending an email to support@sencoi.com. We may ask you to provide pictures or videos when contacting the customer service so that they can understand your problem faster and help you solve it in time.
Before the package is shipped, you can contact customer service to help you arrange the cancellation of the order. Once the package is shipped, the order can’t be canceled.
If an incorrect phone number or zip code was entered, then the package may be marked as “return to sender” and returned to our warehouse. Please double-check that your address is accurate for future orders.
If you did not receive your package, double-check your tracking information found in the shipping confirmation text or in your SENCOI account dashboard.
We recommend checking in with neighbors, front desk, mailrooms, or anywhere it may have been delivered. Please also check that the shipping address that was entered for the order is accurate and complete.
Please note: You must report damaged or missing items to us within 72 hours of the date of delivery. Failure to do so may result in a denied claim by the shipping carrier and exclusion from our return/exchange policy.
Depending on the your location and the availability of the products, your products will be shipped from North America, China or Canada.
In addition to the outer packaging, our products are additionally equipped with an internal protective film. If the package is damaged, open it to see if the product is damaged. If it is not damaged, you can still use it. If the product is damaged, please contact our customer service by sending an email to support@SENCOI.com within 48 hours after receiving the product, and our customer service will reply your email within 24hrs.
Once an order is placed, we are unable to make any additions or changes to your order. If you change your mind on all the items in the order, you can cancel your order within 45 minutes of placing it. If your order has been processed or has already shipped, we can help with a return so you can place a new order.
If you need to swap an item
Payment and Warranty
-Pod Leakage
Step 1. Distinguish the colour of the liquid, pale yellow is e-liquid.
Step 2. The brown colour is condensate, it is recommended to clean and wipe the pod and device’s inner side before use.
-Pod Burning Taste
Step 1. Please make sure to keep an upright posture when in use; lying or leaning will cause oil leakage.
Step 2. Make sure there is plenty of e-liquid left in the pod.
*There might be a slight burnt taste if the e-liquid is running low because there is not enough e-liquid in contact with the atomizer to be heated.
Step 3.Check whether there is any accumulation of condensate in the device. If there is, please wipe and clean the device’s inner side and pod.
-No Vapor
Step 1. Charge for 10 minutes or more while ensuring that the charging cable and power supply are suitable.
Step 2. Wipe and clean the bottom of the pod and the device inner side to eliminate poor contact problems.
Step 3. Inhale hard for a few puffs and see if vapor comes out.
Step 4. Try a new pod to see if the vapor comes out.
-Can’t be Charge
Step 1. Check the charging port for foreign objects or liquids, if there are any, please clean them before attempting to charge.
Step 2. Confirm the charging cable and power adapter are in order.
-Flashing red light when puffing
Step 1. Check whether the device has sufficient power, please charge it for more than 10 minutes.
Step 2. Check for water ingress in the device.
Please contact customer service if there is water ingress that causes short circuit and abnormal flashing of the indicator light.
You must be above the legal smoking age of your location to purchase SENCOI products from any of our retail channels. Our products are designed for adult smokers only. SENCOI and our channel partners are obliged to refuse sales of nicotine products to underaged consumers.
The mission of SENCOI is to empower adult smokers through technology and design, ethically. Millions of adult smokers have already converted to using SENCOI products. We will continue to provide a quality alternative to combustible tobacco, helping enable millions more adult smokers transition away from cigarettes in the coming years.
Core to this mission is preventing the illegal sale of our products to anyone below the legal smoking age. To achieve this, SENCOI :
· Operates an in-house program in which retail staff are monitored to determine if they are adhering to applicable minimum age laws.
· Makes significant investments in product development and innovation aimed at preventing the use of our products by anyone below the legal smoking age.
Underage use of certain product categories remains a persistent problem, and at SENCOI we are committed to combating underage use of our product. While we have made great strides in our mission, we are continuously working on new approaches to address the issue more effectively. We welcome the opportunity to work with lawmakers, regulators and advocacy groups in pursuit of restricting our product to its intended users – adult smokers. Underage use prevention is among the company’s highest priorities.
SENCOI understands your interest in knowing that your personal information will be secure. SENCOI is compliant with the Payment Card Industry Data Security Standard (PCI DSS) Certification and uses secure socket layer (SSL) technology to help keep your personal information safe.
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Please contact us through our customer service by sending an email to support@SENCOI.com, and provide fault pictures/videos to explain specific problems, so that customer service can better understand and judge the problem, then they will provide you with a solution within 24hrs.
First of all, we sincerely apologize for the inconvenience and trouble brought to you.
If you want to replace the product, we recommend that you:
- Prepare clear pictures or videos which can fully prove the damage of the product.
- Send your specific problems, pictures or videos along with your order number to support@SENCOI.com.
After being received by our customer service, we will solve your problem as soon as possible.
Thank you for choosing SENCOI! Please subscribe and visit our website frequently to receive the most recent promotion and mystery code offer!
We support payment via credit cards (Mastercard/Visa). If you encounter any problem during the payment process, please feel free to contact our customer service by sending an email to support@sencoi.com, we will reply to your email within 24hrs.
This situation is very rare, you can refresh the page and try to pay again. In any case, if your account is abnormally debited repeatedly, you can contact our customer service, we will verify the situation. The extra money paid will be returned to your original payment account.
Please be assured that we will not collect or store any of your payment information.
