RAZ Vape Support & Warranty

A.Quick Help — Common Issues

Before filing a warranty claim, check the two fast fixes that solve roughly 60% of "my device is broken" emails we get:

• Blinking light, no vapor? Use the RAZ blinking light code chart — most patterns mean low battery, not a defective coil. Charge for 30 minutes on a 5V/1A USB-C wall plug (not a fast charger) and try again.
• First taste is burnt? Take 3–4 short priming puffs without inhaling — the cotton needs to soak before full draw. Devices that arrived with the silicone seal still attached need 60 seconds after seal-removal before the first puff.
• Not sure if it's authentic? Scratch off the panel on the outer carton and check the 12-digit code at raz-vape.com/product-authentication/. Counterfeits routinely show a "valid format but already-redeemed" result — that's the canary.

If those don't resolve it, you have a real defect — proceed to section F for the claim process. For troubleshooting other faults, see the FAQs page.

B.Our Warranty Policy

The RAZ warranty applies to authentic RAZ Vape devices purchased through officially authorized RAZ retail channels. The fastest way to verify your purchase qualifies: the order confirmation email comes from service@raz-vape.com or one of the authorized retailers listed on the wholesale page, and the 12-digit authentication code on the carton verifies as valid & first-redeemed on the authentication portal.

Where the warranty does not apply: devices bought from a third-party reseller we did not authorize, devices whose authentication code was already redeemed by a prior owner, and devices with visible physical damage (drop dents, screen cracks, liquid intrusion). For those cases we still log the case for our anti-counterfeit tracking, but we cannot replace a unit RAZ did not ship.

C.What's Covered

The RAZ warranty covers manufacturing defects on the device body and its built-in components:

• Main unit body — chassis splitting along seams, mesh-grille collapse, button-stuck-down, dead screen on a screen-equipped device (RYL Classic 35K, VUE 50K).
• Built-in battery — fails to take a charge from a known-good USB-C cable + 5V wall plug, overheats during charge, or loses charge in under 4 hours of rest with no use.
• Coil components — dry-hit on a brand-new device (a fault we see when the e-liquid does not reach the cotton during transit), or a burnt taste from puff 1 that does not clear after 60 seconds of priming.
• Sealed-device leaks — e-liquid leaking from a device whose silicone seal has not been removed by the customer.

All four categories are confirmed by a short video on email (phone footage is fine), not by mailing the device back. See section F for the claim process.

D.What's NOT Covered

The RAZ warranty does not cover:

• Consumable wear — coil burn-out at end of life, taste fall-off in the last 1,000 puffs of a disposable, and pod-cotton saturation drop on extended sessions. These are normal end-of-life behaviors, not defects.
• Physical damage — drops, impact dents, liquid submersion, crushing pressure, or visible attempt to disassemble or refill the device.
• Unauthorized modification — devices opened, refilled, re-coiled, or modified with non-RAZ parts.
• Non-authorized purchase — devices bought from gas stations, marketplace sellers, or international resellers we did not authorize. Authenticity-code lookup will flag these as either invalid or pre-redeemed.
• Force majeure — damage from fire, earthquake, lightning, water-line break, or other natural events.
• Expired warranty — claims filed more than 2 months from the order-confirmation-email date (1 month for battery-only claims).

E.Warranty Period

The clock starts on the date in your order-confirmation email — not on the date you opened the device. Keep the email; we ask for the order number on every warranty claim, and matching it to the email date is how we confirm the unit is in window.

F.How to File a Warranty Claim — 4 Steps

RAZ warranty runs over email — no online form, no return-shipping required. The whole process takes 7 business days from first email to replacement-on-doorstep in most cases.

1. Step 1 — Email service@raz-vape.com with the subject line Warranty claim — [your order number]. Attach a short video (10–20 seconds, phone footage is fine) showing the fault: the blink code, the dry-hit attempt, the failed-charge-cycle, or the leaking seam. Include the 12-digit authentication code from the outer-carton scratch-off panel.
2. Step 2 — Review & confirmation (1–2 business days). Our warranty team confirms the code is in-window, the fault matches a covered defect, and the order matches your email. You get a reply with either an approval or a follow-up question (most common follow-up: "send a second video showing the USB-C port from a different angle").
3. Step 3 — Replacement ship-out (within 48 hours of approval). The replacement is the same model and flavor as the original where stock allows. If your original flavor is sold out, we email a short list of in-stock alternatives in the same family before shipping.
4. Step 4 — Tracking + arrival. The replacement ships from the Pomona, CA warehouse with USPS or UPS ground, and tracking is emailed when the parcel scans. You do not need to mail the defective unit back — dispose of it through your local e-waste recycling (RAZ devices contain a lithium-ion cell; most US municipalities have a battery drop-off location).

For return & refund policy (which is separate from warranty), see Refund & Returns Policy >>.

G.Contact Customer Service

RAZ customer service handles warranty claims, order issues, authentication-code disputes, and wholesale inquiries from one inbox. Response time is within 24 hours on business days (Mon–Fri, 9 am–5 pm PT). Outside business hours, expect a reply on the next business day.

• Email: service@raz-vape.com (orders, warranty, returns, general questions)
• Order tracking: /order-tracking/ (enter order ID + email or last 4 of phone)
• Authentication check: /product-authentication/ (scratch-off code lookup)
• Wholesale inquiries: /join-raz-vape-wholesale/ (apply for tiered pricing)
• Warehouse: Pomona, CA (US fulfillment only — no in-person pickup)

For warranty replacement, include the authentication code from the outer carton in your email. Photo or short video evidence of the device fault speeds up the warranty review.

H.Support & Warranty FAQ