1. Products

Q1.1 What types of devices do you sell?
A: We specialize in high-performance electronic devices designed for adult consumers, featuring cutting-edge technology for extended use.

Q1.2 What are the specifications of your devices?
A: Our premium devices feature:

• 10000+ puff capacity

• Integrated mesh coil technology

• Compact, lightweight designs (12-15g)

• Pre-charged 500mAh battery

• Leak-proof construction

Q1.3 What’s the nicotine content?
A: Our standard formulation contains approximately 5% nicotine by volume (50mg/mL). Nicotine-free options are also available upon request.

Q1.4 How should I store unused devices?
A: For optimal performance:

• Store at 15-25°C

• Avoid extreme temperatures

• Use within 8 months of manufacture date

• Keep away from direct sunligh

2. Orders & Payments

Q2.1 What payment methods do you accept?
A:
✓ Credit/Debit Cards (Visa, Mastercard)
✓ PayPal (email must match shipping address)
✓ Bank Transfer (German accounts only; orders held for 48h)
✗ Cash on delivery unavailable

Q2.2 Why was my payment declined?
A: Common reasons:
• Insufficient funds
• Billing/shipping address mismatch
• Bank fraud prevention (contact your bank)

Q2.3 Can I modify/cancel my order after payment?
A: Requests within 1 hour of payment may be accommodated. Email us immediately at support@shop-upends.de with your order #.

3. Shipping & Delivery

Q3.1 Where do you ship from?
A: All orders ship from our German warehouse (no international shipping currently).

Q3.2 What are my delivery options?

Q3.3 How do I track my order?
A: Tracking numbers are emailed upon dispatch. Use our [Order Tracker] or the carrier’s website.

4. Returns & Refunds

Q4.1 Can I return vaping products?
A: Unopened/unused items in original packaging may be returned within 14 days. Due to hygiene laws:
✓ Eligible: Devices, accessories
✗ Ineligible: Opened e-liquids, used coils

Q4.2 How long do refunds take?
A: 3-5 business days after we receive returns. Refunds are issued to your original payment method.

5. Legal & Compliance

Q5.1 Do you verify customer age?
A: Yes. German law requires age 18+ verification via:
• Automated checks (public records)
• ID upload (if automated check fails)

Q5.2 Are your products TPD-compliant?
A: Absolutely. All products meet EU Tobacco Products Directive (TPD) standards for safety and labeling.

6. Troubleshooting

Q6.1 My device isn’t working. Help!
A: Try these steps first:

1. Ensure battery is charged

2. Check coil installation

3. Clean contact points
   Still stuck? Email us a video at support@shop-upends.de

Q6.2 My e-liquid tastes burnt.
A: This usually indicates:
• Old/dry coil → Replace coil
• High wattage → Lower device power
• Chain vaping → Let the wick re-saturate

7. Contact Us

Need live assistance?
📧 Email:support@shop-upends.de