PuffCo

BEFORE OPENING: PUFFCO PRODUCTS ARE NOT COVERED BY A MANUFACTURER’S WARRANTY - LAST CHANCE TO PURCHASE 1-YEAR WARRANTY THROUGH CREAM CITY VAPES.

 

  • CREAM CITY VAPES IS NOT AN AUTHORIZED PUFFCO RESELLER AND THEIR PRODUCTS DO NOT COME WITH A MANUFACTURER’S WARRANTY. PuffCo will not honor any warranty claims on products purchased from Cream City Vapes.
  • CREAM CITY VAPES OFFERS A 1-YEAR DIRECT WARRANTY FOR $50. The warranty must be purchased BEFORE receiving the product.
  • IF YOU ARE READING THIS NOW AND HAVE NOT PURCHASED A WARRANTY, DO NOT OPEN THE PRODUCT. Contact us at support@creamcityvapes.com with proof of your sealed, unopened product and we will send you an invoice for a warranty.

 

If you have opened the product, you are no longer eligible to purchase the warranty. 

 

BEFORE OPENING: READ AND UNDERSTAND THESE DEVICE START-UP INSTRUCTIONS. If you do not follow and complete these steps prior to loading ANY material into your device, your warranty will NOT be honored, and no replacements will be issued – EVEN IF THE DEVICE IS DOA (DEAD ON ARRIVAL).

 

  • UNDERSTAND THE WARRANTY POLICY. If you do not purchase the warranty from Cream City Vapes, YOUR DEVICE IS NOT COVERED. No claims will be accepted for devices without a warranty.
  • Open and FULLY CHARGE the base of the unit using the PuffCo Peak charging cable included with the device*.

NOTE: The device should be empty – do not fill the glass with water or load the atomizer with material until instructed to do so.

  • Once fully charged, screw the atomizer into the base, making sure it is secure.

DO NOT LOAD ANY MATERIAL INTO THE ATOMIZER OR FILL THE GLASS WITH WATER.

  • Power on the device.
  • PERFORM REQUIRED LIGHT TESTING: Referencing the Peak user manual**, cycle through the temperature settings.

 IF YOU EXPERIENCE A MULTICOLORED LIGHT FLASH, CONTACT US IMMEDIATELY. DO NOT LOAD ANY MATERIAL INTO THE ATOMIZER OR ATTEMPT TO USE THE DEVICE UNTIL YOU RECEIVE A RESPONSE FROM OUR TEAM. 

  • Once you have cycled through the temperature settings and confirmed no multicolored light flash or other sign of malfunction, set the device to the hottest setting. 

DO NOT LOAD THE ATOMIZER WITH ANY MATERIAL. IF THE UNIT FAILS AND THERE IS RESIDUE IN THE ATOMIZER, WE CANNOT HONOR A DOA REPLACEMENT.

  • PERFORM REQUIRED BURN OFF/ATOMIZER TEST: With the atomizer empty, run the device through one full heat cycle. Let the device cool down for at least 5 minutes.

IF THE ATOMIZER DOES NOT HEAT UP, CONTACT US IMMEDIATELY. DO NOT LOAD ANY MATERIAL INTO THE ATOMIZER OR ATTEMPT TO USE THE DEVICE UNTIL YOU RECEIVE A RESPONSE FROM US. 

  • Once you have confirmed the atomizer is functioning, run the device through a second, full heat cycle – this will burn off any remaining manufacturer residue that may be harmful if inhaled. Again, let the device cool down for at least 5 minutes.
  • If the device passes the light testing and burn off process, you may follow the quick start instructions in the Peak user manual to use the device.

 NOTE: Never fill the glass with water while the base is attached 

IF YOU EXPERIENCE ANY ISSUES DURING THE REQUIRED TESTING, YOU HAVE 3 DAYS FROM RECEIPT OF THE DEVICE TO CONTACT US. Day 1 is the day after you receive the device. We will require video proof of the required testing and malfunction before replacing any DOA devices.

IF YOU DO NOT CONTACT US REGARDING A MALFUNCTION WITHIN 3 DAYS OF RECEIVING THE DEVICE, YOU WILL NOT BE ELIGIBLE FOR REPLACEMENT.

WE WILL NOT REPLACE ANY DEVICES WITH MATERIAL RESIDUE. ATOMIZERS ARE NOT ELIGIBLE FOR REPLACEMENT AFTER FIRST USE.

*Only PuffCo and PuffCoil Repair branded chargers are CCV approved – use of unapproved chargers may void your warranty

**Complete all CCV start-up testing before following the quick start steps in the PuffCo Peak instruction manual – failure to do so will void your warranty

 

CREAM CITY VAPES WARRANTY POLICY – ALL GUIDELINES MUST BE MET PRIOR TO SUBMITTING A CLAIM

 

  • Cream City Vapes offers a 1-year, aftermarket, non-manufacturer’s warranty on this device. If you did not purchase a direct warranty through Cream City Vapes, your device has no warranty and is not covered by either Cream City Vapes or PuffCo and is not eligible for any repairs or replacement.

 

This warranty includes manufacturer defects that affect the functionality of the unit such as: base does not power on, base does not charge, or anything similar.

This warranty DOES NOT INCLUDE aesthetic issues such as: LED defects, broken glass, water damage, or anything similar.

This warranty DOES NOT INCLUDE broken or defective atomizers. Atomizers will not be eligible for replacement after first use.

  • All device start-up instructions provided must be completed before a claim will be considered. Failure to follow and complete the instructions will void your warranty.
  • Proof of malfunction is required when submitting a warranty claim. Be sure to document all light and atomizer testing.
  • All devices returned to our repairs department must be fully cleaned. Dirty devices will not be accepted and may be destroyed by the mail carrier or at the sole discretion of our repairs department. 

If our repairs department determines that your device requires cleaning prior to repair, you will be charged an $80 convenience and deep cleaning fee before the device or warranty replacement is returned to you.

To clean the device: 

  1. Detach the glass and remove the atomizer from the base of the unit – only the base should be returned to our repairs department
  2. Using isopropyl alcohol and a cotton swab, dip the cotton swab into the iso and gently wipe out any residue from the base of the unit

Residue tends to build up where the hole in the base of the unit and the hole in the glass meet. Gently push the alcohol-soaked cotton swab through the hole in the base of the unit to clean the airway. 

DOA (dead on arrival) units returned to us with any residue will not be replaced – no material or water should be added to the device prior to testing per our start-up instructions. 

  • Atomizers are not eligible for warranty after first use aka once material is added to the atomizer. Do not put any material in the atomizer prior to the burn-off/atomizer testing (see start-up instructions).

If you complete the burn-off process and believe your atomizer to be defective, you must contact us within 3 days of receiving the atomizer/device to be eligible for replacement. Do not add any material to the atomizer or attempt to use the device until you receive a response from our team. 

Atomizers have an expected life of 1-3 months. Regular cleaning and maintenance are required. 

  • Cream City Vapes highly recommends PuffCoil Repair branded chargers for this device. The magnetic design means less wear and tear, minimizing damage to the charging port of the unit.
  • If you purchased a Cream City Vapes warranty, completed all device start-up instructions, and believe your device to be defective, please send proof of the malfunction to support@creamcityvapes.com. BE SURE TO INCLUDE YOUR NAME, EMAIL AND ORIGINAL ORDER NUMBER WHEN SUBMITTING A CLAIM. Our repairs department will communicate with you and provide an RA number and prepaid shipping label for the device. 

Devices returned without an RA number/prepaid shipping label may not be processed by our warranty team. 

  • Once we receive the device, our repairs department will inspect the unit to confirm the defect and determine whether to perform maintenance or provide a replacement.