Frequently Asked Questions (FAQ): Below are the most commonly asked questions from our AIR FACTORY® consumers. If the question and answer you are looking for is not addressed below, contact us by email at firstname.lastname@example.org and we will be happy to assist you further.
FAQs About AIR FACTORY® Products
FAQs About Purchasing From AirFactoryEliquid.com
- I am having issues with age verification.
- Why do I need a physical address? Why can’t I ship to a P.O. Box?
- When will I receive my order?
- I paid for expedited 2-day shipping and it’s been 2 days and I still haven’t received my order.
- Do you ship overseas and to APO/FPO (military)?
- What if there’s a mistake with my order?
- How do I return or exchange product purchased on AirFactoryEliquid.com?
- I purchased your products from another website or a shop and there’s something wrong.
FAQs About AIR FACTORY® Products
What ingredients are in AIR FACTORY® products?
Product ingredients are listed clearly on every bottle of AIR FACTORY® e-liquid: propylene glycol (PG), vegetable glycerin (VG), nicotine (either in freebase or salt form), and flavors. All of our e-liquids are made using only high-quality, tested, and traceable ingredients. We use only United States Pharmacopeia (USP)-grade PG, VG, and nicotine in our products, and our flavors are formulated by Purilum, LLC and supported by rigorous scientific testing and data, including toxicological risk assessments by independent toxicologists.
How do I know my AIR FACTORY®products are authentic?
Great question! Every AIR FACTORY® e-liquid product should be sold in a sealed Chubby Gorilla™ bottle with a fastened tamper-evident band, flow restricting nozzle, and a raised Chubby Gorilla™ logo molded onto the bottom of the bottle to indicate authenticity. All AIR FACTORY® products come in a branded box, and both the bottle label and box contain the FDA-required nicotine warning statement (WARNING: This product contains nicotine. Nicotine is an addictive chemical.), as well as the California Prop 65 Warning and the statements “Not for sale to Minors” and “Sale only allowed in the United States.”
If you are purchasing AIR FACTORY® products from a retailer other than AirFactoryEliquid.com, we highly recommend researching the seller before you purchase from them. Typical signs to be wary of when purchasing e-liquid online:
- Prices are suspiciously low.
- The site does not provide a direct contact number to customer service.
- They do not have a physical address listed online.
- The seal is broken on your bottle when it arrives.
Please Note: Any items purchased outside of AirFactoryEliquid.com cannot be replaced, credited, or refunded. However, if you suspect or come to find out that you were sold a counterfeited or inauthentic AIR FACTORY® product, please reach out to us with photo documentation and the details of your purchase. We take counterfeiting very seriously. Our customers mean the world to us, and we will do everything in our power to make it right.
My e-liquid is lighter/darker than I'm used to seeing. Is something wrong?
All e-liquid changes color eventually. The main reasons for a color change are (a) nicotine strength, (b) age of the product, and (c) storage conditions. Nicotine salts, for example, tend to darken more quickly than freebase nicotine products because the salt products have a high concentration of nicotine. As e-liquid ages, or 'steeps', the flavor of the e-liquid may intensify as well. Our products usually leave our warehouse shortly after the date of manufacturing, so our products are fresh upon delivery. The “Best By” date on your bottle is the best indicator of freshness.
My bottle broke or the bottle is defective.
While very rare, it happens from time to time that there is an issue with the bottle or the contents of the bottle. Please let us know immediately if something is defective and document with pictures when something is wrong. If you purchased through AirFactoryEliquid.com, we will refund and/or replace anything wrong with your order. If you purchased your bottle from another website or vape shop, please contact them first. We cannot replace bottles not purchased directly from us. We do, however, appreciate being made aware of issues or concerns you have with purchases of AIR FACTORY® products made through third-party websites or retailers.
What is the FDA?
The Food and Drug Administration (FDA) is the U.S. agency responsible for regulating the manufacturing, marketing, and distribution of tobacco and nicotine products to protect the public health and reduce tobacco and nicotine use by minors (i.e., individuals under 21 years old). This includes the regulation of electronic nicotine delivery systems (ENDS), such as e-cigarettes and e-liquid products. For more information about FDA’s approach to the regulation of ENDS, see FDA’s statement here.
What is the PMTA?
A premarket tobacco application, or PMTA, is one of several pathways that an ENDS product manufacturer can seek an order from FDA allowing it to sell the ENDS product. When a company submits a PMTA for ENDS products, FDA reviews the product based on whether the product is “appropriate for the protection of public health,” considering the “risks and benefits of the product for the whole population, including users and non-users.” After September 9, 2020, all ENDS products on the market must have a PMTA (or other available pathway application) pending with FDA to be legally sold. Eventually, all ENDS products on the market will need to have marketing orders granted by FDA to be able to continue to be legally sold.
How do I know if a company has submitted a PMTA, and has AIR FACTORY® filed one?
Typically, FDA considers the fact of a company’s filing a PMTA as confidential business information. However, on August 31, 2020, FDA announced that it plans to make publicly available a list of products that are subject to the September 9, 2020 PMTA deadline and for which FDA has received timely submissions. FDA has indicated that it may take some time to make that list available due to the confidentiality requirements. However, rest assured that a PMTA has been submitted for AIR FACTORY® products. The AIR FACTORY® PMTA was submitted electronically to FDA on September 3, 2020. We will keep you updated as to the status of the PMTA through e-mail updates and the News & Updates page on this website.
I am having issues with age verification at checkout.
Age verification is critical to ensuring AIR FACTORY® products do not get in the hands of anyone under the age of 21 years old. AirFactoryEliquid.com works with an independent third-party agency, AgeChecker.Net, to reliably and securely verify your identity and legal age for purchase. Part of the verification process is to confirm your credit card information, so your billing address (for your credit card) must match your shipping address and be a physical address. Along with the other account and user information, everything has to be consistent.
Why do I need a physical address? Why can’t I ship to a P.O. Box?
We must have a physical, verifiable address for shipments as part of our age verification requirements. Additionally, many states require the signature of a person of legal sales age to accept delivery.
When will I receive my order?
We ship all AirFactoryEliquid.com orders through FedEx. Transit time is usually 3-5 business days (meaning Monday-Friday) from the date of shipment. If you'd like to receive your items sooner, we do have an expedited 2-day shipping option. If you place your order on Friday, your order will not be shipped until Monday. Even 2-day express shipping will not be delivered over the weekend. Also be aware that many states require a signature of a person of legal sales age to accept delivery.
I paid for expedited 2-day shipping and it’s been 2 days and I still haven’t received my order.
The 2-day shipping window does not include the 24-hour processing time for all orders. Every shipping method outside of Saturday delivery falls under Monday-Friday transit days for delivery. This means an order placed on Thursday will ship Friday, and be delivered Tuesday, two business days later.
Do you ship overseas and to APO/FPO (military)?
Unfortunately, we do not. We employ veterans and support our armed service members; however, due to regulations, we must have a physical, verifiable address for shipments as part of our age verification requirements.
What if there’s a mistake with my order?
If we made a mistake with your order, please contact us within 5 business days of delivery and we will make it right. When submitting information about your order, please include your order number, the nature of the issue and photo documentation if possible (e.g., incorrect flavor/nicotine strength/damaged bottle). If your order requires a replacement, it is very important that you do not throw away your bottle and packing slip. Due to FDA regulations, we cannot give away free nicotine products. We will send you a shipping label to return your product(s), and in turn we will expedite the correction once your return is received. Please allow 5 business days for all returns to be processed.
How do I return or exchange product purchased on AirFactoryEliquid.com?
If you would like to return a product, please contact us within 5 business days of delivery with your order number and reason for return. Eligible refunds are only for items that are present on the packing list, and they must be unopened in their original condition. Due to FDA regulations, we cannot give away or 'replace' a product without an even exchange. If something was wrong with your order, please see question 13 for more details.
FAQs About Purchasing From Third-Party Websites or Retailers
I purchased your products from another website or a shop and there’s something wrong.
If you have an issue with one of our products from another shop/online store, refunds and exchanges can only be facilitated through the store or website that you purchased from. Due to FDA regulations, we cannot replace items purchased outside of AirFactoryEliquid.com. Most importantly, we highly encourage you to research vendors before you purchase online (for more on that, see FAQ 2). Make sure the retailer is a trustworthy source, with ways to contact them and a published return/exchange policy before you go through with your transaction. If your attempts with the store of purchase are unsuccessful, please contact us and we will try our best to make it right.