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.com 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.com

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.com