Frequently Asked Questions

General

I’m new to ‘vaping’, where do I start?

At UltimateVape, we’ve selected a great range of electronic cigarette kits to suite most budgets and we offer a vast array of quality e-liquids in almost 50 flavours of various nicotine concentrations to satisfy almost all individual tastes. Our range of accessories includes replacement atomizers, batteries, chargers and more and we’re always looking to expand our product set.

As a starting point we suggest reading our “Welcome” page which should give you all the information you need to get started. If you have any questions please get in touch and we'll do our best to guide you.

What are the benefits to vaping?

Users of electronic cigarettes typically find vaping to be a much more pleasurable experience than smoking a convention cigarette for the following reasons:

  • No tobacco, no tar, no toxins associated with tobacco smoking
  • No smoke smell
  • No ash
  • No second-hand smoke
  • Control your nicotine intake with various nicotine strengths
  • Freedom to smoke or ‘vape’ almost anytime, anywhere!
  • Save more money with cartridges and refills
  • More environment-friendly
  • More socially acceptable
  • Won’t stain your teeth
  • Wide variety of e-liquid flavours available
  • Different e-cigarette styles you can choose from!
How much money will I save by switching to electronic cigarettes?

Generally, making the switch means saving money. How much you save though will largely depend on your personal usage. We estimate that smokers of 20 branded cigarettes per day you could save up to R8500 a year. 

How do I contact UltimateVape?

There are a number of easy ways to get in touch with UltimateVape.

•    Send us a question or comment via the contact form on the Contact Us page
•    Use MyLiveChat during business hours to chat with someone from our Client Service team. To do so, click  the Need Help? link on the far left of any page on our website.
•    Connect with us on Facebook or Twitter or Skype (Skype ID: ultimatevape)
•    Call us on 021 554 5340
•    Email us on sales@ultimatevape.co.za or support@ultimatevape.co.za

Business Hours: Monday - Friday 08:00 to 17:00  - excluding public holidays.

E-Cigarettes & Starter Kits

What is an electronic cigarette?

An electronic cigarette, otherwise known as an e-cigarette, e-cig, smokeless cigarette or personal vaporiser, is a battery-operated device that emulates smoking. 

How do electronic cigarettes work?

When you draw on the device (as you would a cigarette), an atomizer vaporises the nicotine or non-nicotine liquid solution (e-liquid), and converts it into smoke-like vapour that a user or ‘vaper’ inhales. (The act of using an electronic cigarette is often referred to as ‘vaping’). Although different brands and models of electronic cigarettes differ, the basic principal remains the same. 

Which electronic cigarette kit is best for me?

The range of electronic cigarettes we supply have detailed product information pages to help you make your decision or you can contact us and we’ll guide you as best we can. 

 

Can I refill the cartridges that come in the kits?

Many of our customers find that the cartridges that come in the kits can be re-filled a couple of times, though we do recommend that you purchase extra empty cartridges compatible to your model of electronic cigarette, as cartridges do degrade over time and may result in leaking.

E-Liquid

What is ‘e-liquid?

The vapour produced in an electronic cigarette uses a nicotine base liquid, known as ‘e-liquid’. This liquid is heated by the atomizer to deliver the sensation, taste, and feel of smoking and comes in a vast array of flavours and nicotine strengths, including 0% (non nicotine) juice.

What does e-liquid consist of?

Nicotine-containing e-liquids consist of liquid pharmaceutical grade nicotine, water, natural and artificial flavourings, and propylene glycol (PG) and vegetable glycerine (VG). Both PG and VG are common food additives and “are generally recognized as safe” for use by the FDA.

All of our e-liquid is manufactured using the strictest of quality control procedures, so rest assure that whichever range you choose from, you are buying some of the best e-liquid currently available.

How many flavours can I choose from?

UltimateVape carries the widest range of flavour and strength combinations currently available in South Africa. Our premixed fluids come in a total of 43 flavours in 5 different strengths, including zero nicotine juice!

Our Original Label e-liquid is spread across four different ranges: Premium Tobaccos, Mints & Menthols, Fruit Flavours and Rich Range. If that's not enough, we also offer full DIY mixing solutions including our own Red Label Flavour Concentrates allowing you to experiment with flavour combinations even further to create your own unique e-liquid blends!

Which e-liquid and nicotine level should I start with?

Most e-liquids come in various strengths: high, medium, low and zero. Not all companies have the same standards for strength so it’s important to look at the number of milligrams per ml of nicotine.

Our Original Label range of e-liquid comes in strengths of 24mg (Extra high), 18mg (High), 12mg (Medium), 6mg (Low) and 0mg (Zero).

Our DIY mixing solutions allow you to make your own e-liquid and further control the final nicotine strength and flavour.

How many regular cigarettes are there in e-liquid?

This very much depends on the strength of the e-liquid, size of cartridge, frequency of use and the individual vaping style of the user.  In our experience we’ve found that the average eGo style cartridge can be estimated to be around 5 to 10 regular tobacco cigarettes.

Can you use any e-liquid in any e-cigarette?

Yes, we supply only the very best e-liquid made from pharmaceutical grade base fluids that can be used with any electronic cigarette device.

What is the shelf life of the e-liquid?

The accepted shelf life of e-liquid is 2 years from the date of manufacture. The presence of air and light can start to oxidise the e-liquid and the colour can darken with exposure, however this does not affect the flavour, strength or safety of our e-liquid.

Is e-liquid safe to use?

In its raw form, nicotine is classed as a poison, however e-liquid for use in electronic cigarettes is heavily diluted and does not present the same danger as nicotine in its raw concentrated form. PG, VG and flavourings are all well known and used in many foods and household products.

Accessories

What is the difference between a regular and low resistance atomizers?

Generally, a regular resistance atomizer works best at standard battery voltage (3.7V). Low resistance atomizers resist less current therefore drawing more current from the battery, which vaporises at a higher temperature.

This has been said to lead to greater vapour production and throat hit, however it can alter the flavour.

What is the difference between a cartridge and a cartomizer/clearomizer?

When using an electronic cigarette, the battery supplies power to the atomizer, which heats up the e-liquid to produce vapour. This eliquid is held in a cartridge.
Cartomizers are cartridges and atomizers combined into one disposable unit. Clearomizers are simply clear cartomizers. 

 

How long will my cartridges last?

Many of our customers find that the cartridges that come in the kits can be re-filled a couple of times, though we do recommend that you purchase extra empty cartridges compatible to your model of electronic cigarette, as cartridges do degrade over time and may result in leaking.

The cartridges in our e-cigarette kits are supplied empty. A filled cartridge would typically last a few hours to a day, depending on your personal vaping style.

Ordering & Shipping

Who can purchase from UltimateVape?

Anyone over the age of 18 years may place an order through the UltimateVape website.

How can I pay for my order?

Orders placed via the UltimateVape website can pay for with a valid VISA or Mastercard (both credit and debit cards are supported). We also support instant electronic fund transfers (EFT), bank transfers and ukash. 

During checkout, you may also select the Pickup From Store option and pay for your order by cash on collection. This option is only available in Cape Town at this stage.

Where is my order confirmation?

Your order confirmation is sent to the email address used to register your account with UltimateVape. You will also receive e-mail updates when your order is shipped stating your parcel tracking number.

How much is the cost of delivery?

Delivery costs for any order amount over R900 are on us. That's right, if you spend R900 or more we pay the shipping costs!

Orders below R900 carry a flat rate shipping cost of R90 anywhere in South Africa. For more information read our Shipping page.

How long will my order take to arrive and can the delivery be tracked?

We make every effort to dispatch orders within 24 hours. Orders are usually delivered within 48 hours from the time of shipment and you will recive an email notifying you when the order has been shipped. 

We use professional courier companies with full tracking services to fulfil our orders and provide these details in the Dispatch confirmation email.

Do you deliver overseas?

Not at this stage. UltimateVape is proudly South African and we serve the South African market and deliver nationwide typically within 48 hrs.

What happens if I have not received my parcel?

Although we endeavour to deliver your order as quickly as possible, delays are sometimes unavoidable and out of our control.

If you have not received your parcel within 7 working days, you should contact us immediately so that we can look into this further for you.

Warranty & Returns

How long is the warranty on the products?

Warranty can vary between products, please see the warranty section in our Terms and Conditions for more information.

How do I return a faulty item?

Before you return a suspected faulty item, you should first contact us.

Only when you have been given specific instruction should you return a faulty item to us.
Any unauthorised returned items may not be dealt with.

 

Can I return an item I simply don’t like?

As the product is an oral product, once used it cannot be returned unless faulty. Unused items may be returned within 14 days of purchase and must be logged using the Returns link.

What is the DOA warranty?

DOA stands for ‘Dead on Arrival’. If you have a product that carries such a warranty, you have 48 hours to inspect the goods and contact us should there be any problems.

If you do not contact us during this time and come across a DOA item, the warranty will be invalid.

Can I cancel my order?

You may cancel an order any time prior to shipping. Once the item has been handed to the courier company for delivery the order can not be cancelled but may still be returned provided it has not been used. 

To cancel an order please get in touch with us as soon as possible. During business hours please use MyLiveChat which you can access from the far left of any any page on our website. Simply click the Need Help? link to speak with one of our agents. Outside business hours we suggest using the Contact Us form and we will attend to your request prior to the next courier collection.

Business Hours: Monday - Friday 08:00 - 17:00

What if I order the wrong item in error?

If you order the wrong item, please contact us immediately so that we can attempt to change the order before it is shipped. Once shipped, our Returns policy applies.

Troubleshooting

Why is my e-cig not producing any vapour?

Dirt can often cause a bad connection between the battery and the atomizer, resulting in poor vapour production. Little to no vapour is also often the result of a flooded atomizer. This can happen when drawing on the e-cigarette too hard or too fast. It’s best to take long steady draws than short sharp draws.

We also recommend cleaning your e-cig frequently to maintain good vapour production.

Why is my e-cigarette leaking fluid?

This can occur from drawing too much e-liquid into the atomizer. It’s best to take long steady draws than short sharp draws.

The end caps on the cartridge should also be replaced frequently (these are sold as single use disposable items) and when not functioning correctly can cause leaking.

Why am I getting a horrible burnt taste?

This is an indication that the e-liquid is not reaching the atomizer. Tank cartridge users should leave an air-gap and not fill the tank completely with e-liquid, thus creating a vacuum for it to operate correctly. 

Why is my battery not charging?

This can be due to the contacts between the battery and the charger needing cleaning. It is advisable to check the cleanliness of the threads on both the battery and charger before each charge.

Is it normal for the atomizer to get really hot?

It is normal for the atomizer to heat up considerably with frequent use of your e-cig device.