FAQ's

Operating my pen

Quickly press the power button five times to turn on, quickly press the power button five times again to turn off.
Quickly press the power button four times to adjust the temperature.

Battery

If button flashes ten times the battery needs to be charged.
If your battery will not hold a charge, please see if you qualify for a warranty exchange by reading our policy here.
If your power button is sticking or no longer working please see if you qualify for a warranty exchange by reading our policy here.
If the prongs on your battery appear uneven and your battery is no longer heating up atomizers, please see if you qualify for a warranty exchange by reading our policy here.
If your batteries charging port is detached or no longer working, please see if you qualify for a warranty exchange by reading our policy here.

Atomizers

The easiest way to attach your atomizer is to place it upside down on a hard, leveled surface. Connect the brass prongs on your battery to the brass dots on your atomizer. Use a good force to push together.
The number of coils depends on user preference. Two coils gets the element hotter than one coil would.
Check the connection with the battery, if your battery still works properly then it is an issue with the atomizer. Please read about exchanging an unused atomizer through our warranty policy here.
If you received the wrong atomizer and it is still unused please register your pen and fill out a warranty form. Please be very detailed of your situation in the section labeled “describe your issue”.

Shipping

We currently ship to the U.S and Canada.
When your order has been shipped you will receive a confirmation email with your tracking number. If you do not see this email be sure to check your spam & junk folders.
If you did not receive your package please contact the shipping provider with your tracking order to locate your package.
Read our warranty policy here. After your pen is registered and you fill out a warranty form you will be sent instructions on how to mail out your exchange.

Register my pen

Please fill out the information needed to register your pen here. Only registered pens are eligible for warranty exchange.
Your authenticity card has two numbers. Your “authenticity number” begins with the letters ‘PO’ followed by two numbers and two letters. The 6-digit number located at the bottom of your card is the “pin number”.
Make sure you look throughout your package. If there is no authenticity card please email us a photo of your pen and your original receipt to support@cloudpenz.com.
If your registration says “invalid” please email us a photo of your pen, authenticity card, and original receipt to support@cloudpenz.com.

Warranty and refund policy

Cloud pen does not offer refunds on any purchases. We do offer warranty exchanges. To view our refund/warranty policy click here.
First register your pen and read our warranty policy, next fill out a warranty form. Make sure you are very descriptive of the issue occurring. When we receive your form, we will send you further instructions on exchange your battery.
We offer a 30 day limited warranty on Cloud Pen atomizers found to be defective and unused. Please read our warranty policy, register your pen, and fill out a warranty form. Be descriptive with the details of your situation. Once we receive your information we will send you further instructions on how to exchange your atomizer.

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