Frequently Asked Questions

Please read our FAQ before sending us a message.

General Questions

What is your shipping/cancellation/return policy?

We offer fast, discrete shipping in USA and Canada from our local warehouses. For orders over 90 dollars we offer FREE shipping in USA & Canada! Please note the shipping time on the product page is an estimate and not guaranteed.

We accept returns on unused/unopened items for 30 days from the original purchase date. There is a 15% restocking and $15 shipping fee if the return did not arise due to an error on City Vaporizers part

Cancellations are permitted on a case by case basis prior to the product being marked as “Completed” or “DS-CV”. Once the item is shipped, the product can only be returned (please see section below regarding the conditions of a return). In order to fulfill the cancellation, please email or call us prior to the order being shipped and we will attempt your order immediately. All cancellations are subject to a 5% charge (refund minus 5%) to offset the fees charged by our payment processing company.

**International Shipping Disclaimer: (Not applicable to USA or Canada). You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world. Our warehouses are located in USA & Canada, we ship globally from these locations.

**Shipping within Canada and the USA:  If products are shipped to either of these regions often the products are sent from the same country or trans-border from a warehouse within Canada or the USA.  From time to time there are uncontrollable delays due to Canada Customs or US Customs.  As like any other retailer that may ship cross-boarder we have no control over the government bodies.   On occasion, during random inspections by these government bodies there are uncontrollable delays that we are not responsible for. You understand that these inspections are out of our control and agree to wait for the product to clear customs inspections that may delay your shipment. Some states, such as Illinois, have put additional taxes in place for marijuana, tobacco, or vaping related products – additional costs may be incurred at the time of delivery. These additional fees are the customer’s responsibility and not included in the checkout price. As we are shipping internationally, we do not impose these fees on our customers, but leave it up to the individual couriers and their regulations, should they wish to impose these fees.

For further details please check out our Terms and Conditions page.  It is required that you agree to these terms and condition before the system processes your order.

Is there an age requirement for purchasing vaporizers?

Yes. If you are a first time customer you will need to provide proof of age according to the local legal requirement for purchasing vaporizer products in your country at the time of delivery. Otherwise the package will be returned to us and we will issue a refund minus 15% restocking fee and $15 shipping fee.

Which payment methods do you accept?

We currently accept Visa, MasterCard, Bitcoin and other crypto currencies.

How do I Checkout with Bitcoin or CryptoCurrency?

To purchase any product with Bitcoin or other Crypto Currency, first make sure the Currency Selector on the top of our website is set to Canadian dollars as all transactions are converted from Canadian dollars to digital currency.  At the point of Checkout, you will have the option to select Digital Currencies from the list of payment methods on the checkout screen.

All Bitcoin transaction are converted at the Bitcoin Average exchange rate from all the major exchanges.  We do not markup the exchange rate.

How secure is shopping at City Vaporizer? Is my information protected?

All data transmitted to and from the City Vaporizer website is encrypted and secured by best in class Let’s Encrypt SSL technology which means you can be 100% confident that your information is secure while shopping at City Vaporizer.

How can I track my order?

You can track your order status directly on our website under your recent orders. Once you receive a shipment tracking number from us you can use it to track your order on the shipping provider’s website (May take up to 24 hours to be active).

What if I have an issue with my order?

Contact us as soon as possible either via our contact form or send us an email at [email protected] We highly recommend sending us a picture or a short video of the issue you are experiencing so that we can address the issue quickly and minimize the resolution time for you. If you prefer to speak to a customer service representative over the phone our customer service line (+1-647-478-8878 ext.2) is open Monday to Friday 11am – 4pm EST.

Product Related Questions

Vaporizers 101

What is a vaporizer?

A Vaporizer is a device used to release the active ingredients of your blends or oils/concentrates without combustion (which creates smoke). This is achieved through either Convection or Conduction.

How is vaporizing healthier than smoking?

Instead of burning the material, your product is heated at a much lower temperature. This allows all of the benefits that blends have to offer without the carcinogens and other nasty by-products that are released during combustion (smoking).

What's the difference between Conduction and Convection?

With Conduction vaporization, your blend is placed in direct contact with the heating source. Convection vaporization occurs when hot air passes over the blend, but never actually touches the heating element/source.

Does my vaporizer come with a warranty?

For each vaporizer, the warranty information is listed on the product page. Typically the warranty of vaporizers is handled by the manufacturer and the warranty period can range from 1 to 10 years.

Is there a smell associated with vaporizing

There is a slight smell that is released upon exhaling comparable to lightly burnt popcorn, but it’s very mild when compared to smoking..

How long does it take for the vaporizer to heat up?

It depends on the vaporizer. Some vaporizers take 2-3 minutes to reach vaporizing temperatures, whereas some units can heat up in 15 seconds!

What is the ideal temperature for vaporization?

It depends on the vaporizer. The optimum temperature range for most vaporizers is somewhere within 170 to 200 degrees Celsius or 340 to 390 Fahrenheit.

How can I tell when my herbs are finished vaporizing?

It all depends on your preference. Some users will stop when the blends have turned lightly brown and stopped producing visible vapor, while other users will vaporize until the blends are much darker.

Product Care & Tips

Will I ever need to replace any parts on my vaporizer?

Depending on which vaporizer you own and how often you’re using the device, certain parts may need to be replaced every so often. This may include screens, batteries, whips/balloons, or cartridges/coils. We sell all these replacement items on our website.

How do I get more vapor from my vaporizer?

Turning up the heating temperature will typically produce more noticeable and bigger clouds of vapor.

Do I need to grind my herbs before vaporizing?

Yes, grinding your herbs allows for more efficient vaporization because it increases the surface area of your blends and allows hot air to pass through much more effectively.

How do I clean my vaporizer?

99% Isopropyl alcohol cleaning solution is an excellent choice for keeping your glass clean and sparkling. You may have to disassemble some of the parts before you begin to ensure a thorough cleaning. Q-tips and bristle pipe cleaners are great for reaching those tough-to-reach spots. Most vaporizer screens can be cleaned with a small brush or glass-cleaning solution. This allows for proper air flow and maximum efficiency

How do I load my wax/concentrates into my pen vaporizer?

We recommend using a dabber tool. A dabber tool is a small metal instrument that makes the adding and removing of your wax/concentrates painless. It also allows to accurately apply the wax/concentrate directly onto the atomizer or the wax cartridge.

How should I inhale while vaporizing?

For most vaporizers, we recommend a slow and steady inhale. This will typically produce the best results.

Should I still charge the batteries if they came charged when I received them?

We always recommend that you fully charge your battery upon receiving your new vaporizer. This will ensure maximum performance and battery life.

Troubleshooting

Why am I not seeing any smoke?

There shouldn’t be any smoke, when you’re vaporizing! The whole idea of vaporizing is to avoid the dangerous effects of smoking. You should, however, see a light cloud of white vapor when you exhale. How much vapor you see depends on your vaporizing temperature. Lower temperatures will produce less visible vapor, whereas higher temperatures will produce denser vapor.

Why won’t my wax vaporizer heat up? Is it locked?

Most pen style wax vaporizers come with a lock mechanism. This is utilized so that your unit doesn’t unintentionally heat up while in your pocket or purse. To unlock/lock, simply press the button 3-5 times in rapid succession.