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    FAQ

    Q&A ( End Users)

    1. WHERE CAN I BUY YOUR PRODUCT?

    UPENDS is now establishing its global distribution channel, you will see it in most of vape shops and online stores soon.

    2. I SEE SOME OF YOUR PRODUCTS COME WITH ANTIBACTERIAL MOUTHPIECE, HOW IT WORKS?

    Silver ion is integrated into the food-grade PCTG mouthpiece, it can prevent the bacteria from growing. The antibacterial rate against three common bacteria(Escherichia coli, Staphylococcus aureus and Candida albicans) within 24 hours was over 99.9%.

    It can significantly reduce the risk of bacterial contamination or infection in daily use.

    3. DOES YOUR PRODUCT WORK WITH THC/THICK OIL?

    Absolutely not.

    The flax-based ECHIP coil is ideal for Freebase eliquid, Nicotine Salts and CBD eliquid, but not for THC.

    4. MY PRODUCT DOES NOT WORK AFTER SEVERAL DAYS USING, WHAT CAN I DO?

    a. Please send the issue description and your order number to support@upends.com, we have an easy after sales service program, please refer to our Return & Refunds policy.

    b. (Optional)To help our engineers to analyze and solve the problem in further productions, please send back to our warehouse via COD:

    US: 2110 S Parco Ave. Ontario, CA 91761

    UK: The Logistics Department Unit 1, 23 Dorothy road, Leicester, LE5 5DR

    MY: Seksyen 51, 46050 Petaling Jaya, Selangor, Malaysia

    c. We will send new product to you if returned product is defective (within 7 working days)

    5. YOUR WARRANTY?

    We offer a 6-month warranty for prefilled devices, while 12-month warranty for refillable devices, during this period please feel free to contact us for any question: info@upends.com

    6. THE BATTERY GETS WARMER OR HOT WHEN CHARGING, IS THERE ANY RISK?

    We recommend to charge your product with UPENDS original or authorized USB cable. It will get warmer when charging in car because the output voltage is higher than AC adaptor. There is no potential risk for use.

    Q&A ( Distributor/Wholesaler/Retailer)

    1. WHAT'S THE WHOLESALE PRICE BECAUSE I CANNOT FIND IT ON WEBSITE?

    Please send inquiry to brand@upends.com / info@upends.com for wholesale price or more information.

    2. CAN WE RETURN THE PRODUCT IF IT'S UNDERPERFORMING OR SELLS SLOWLY?

    Yes. We have 60 days free-return program for global partners, please contact brand@upends.com for more information.

    Our sales team will send you the commitment letter upon your purchasing order.

    3. DO YOU HAVE PRICING CONTROL STRATEGIES?

    Yes, we have supervising team in market to monitor the prices by product tracking number, and only release product to authorized partners. In this way, we can ensure that UPENDS product price is both competitive in the market and provides a healthy margin to all partners.

    4. WHAT'S YOUR MARKETING PLAN?

    Please advise your email then we will send you the global marketing plan in each season.

    5. DO YOU HAVE ECID FOR EU MARKET?

    Yes, all of UPENDS products are in compliance with TPD regulation, please contact us for ECID information.

    6. DO YOU HAVE SAFETY REPORT FOR YOUR PRODUCTS?

    Yes, besides CE, ROHS and battery MSDS report, we also have antibacterial report issued by 3rd party lab.

    7. WHY IS STRIP COIL?/THE DIFFERENCE?

    To increase the vaping efficiency, in this way every slight draw can generate enough vapor while brings pure flavor.

    Besides, the strip structure can heat equally to avoid burning taste, to ensure a longer life span.

    8. DO YOU HAVE STOCK?

    We have inventory in China factory and global warehouses. Please let us know your location so that we can check the local inventory and the delivery time to you.

    9. WHAT IS THE MOQ AND PRICE?

    We can start with a lower MOQ, price depends on quantity. Please send inquiry to brand@upends.com for more information.

    10. IF WE WANT TO BE A EXCLUSIVE

    Send email to brand@upends.com for exclusive terms and conditions.

    11. WHAT IS THE PAYMENT TERM?

    1 month credit for VIP customers

    100% T/T before shipment for all customers.

    12. WHAT SUPPORT DO YOU HAVE?

    a. NO RISK to carry UPENDS products

    b. Strong & Healthy Pricing Range Control

    c. Free Marketing and Advertisement 

    d. Persistent building our brand awareness

    e. Product/Brand exclusive cooperation

     

    AGE VERIFICATION

    To use the UPENDS website you must be aged 21 years or over. Please verify your age before entering the site.