Frequently ASKED QUESTIONS
How do I recharge my Alair?
You will know your Alair pen needs to be recharged when the white light on the end flashes three times upon a draw. The pen is USB rechargeable. Unscrew the pen where the gold cartridge meets the black battery. Screw the battery into the USB charger, and plug into a USB outlet. While your pen is charging, the light will stay on; you will know your pen is fully charged when the light turns off.
Please ensure that you are plugging the USB charger into a wall outlet and not into a computer/laptop USB port, to ensure it gets an adequate charge. If your battery is weak, it will not be able to supply the heating element with enough power to properly produce vapor.
It is equally important not to overcharge your pen. A full charge is achieved after about 30 minutes plugged into your USB wall outlet. Excessive charging will weaken your battery from holding a long charge life over time. The lifespan of the pen battery typically lasts on average 300 charge cycles.
My pen doesn't seem to be working. What could be wrong?
Is the pen not producing vapor? Sometimes the oil may clog the airhole or obstruct contact points. A simple cleaning may solve this. Please refer to the cleaning FAQ.
Note: When reassembling the pen after cleaning, the cartridge chamber and mouth tip need to be screwed onto the pen body only to a snug fit; a cartridge screwed on too loosely or tightly may interfere with vapor flow.
Does temperature matter? How should I store my Alair?
Climate fluctuations may affect the pen’s performance. To avoid this, try to keep your battery and cartridges in stable, room temperature conditions. If the cartridge is cold, the oil viscosity may become thicker, and the pen atomizer may not heat to full capacity, resulting in less vapor. If your pen has been exposed to cold temperatures, please warm it up for a few moments using your hands prior to using.
We recommend storing cartridges mouth tip down in a cool place out of direct sunlight.
How do I clean my Alair pen?
Unscrew the cartridge from the battery. Using an alcohol wipe or a small amount of rubbing alcohol on tissue, lightly wipe the entire surface of the cartridge. Do the same with the pen body (battery), being careful not to touch the atomizer. Wait for the alcohol to dry before using again.
How do I place an order?
Use the order form below to send us your order. Due to a high volume of requests and inquiries, please allow a minimum of 24 to 48 hours for us to respond to your email.
What do I need to provide to order?
To order from Alair, you need verify that you are at least 19 years of age. You will need to provide valid government-issued photo ID that clearly shows your full name, date of birth, photo, and expiry date. You will only need to submit this on your first order. We do not store your information, this will only be used for verification.
How can I pay for my order?
At this time, we only accept payment via Interac e-transfers. For more information on sending e-transfers, please consult your personal banking institution or the Interac website.
How much does shipping cost?
Orders over $160 qualify for free shipping. For orders under $160, a shipping fee of $15 (plus tax) will be added.
When will my order ship?
Due to high volume of requests, order processing times can vary. We do our best to process all orders received during business hours within 24 to 48 hours of receiving payment. If you send your payment on a Friday anytime after 9am PST through Sunday, your order will be processed on the Monday after the weekend.
How does my order ship? Can I track it?
Canada Post will provide you with a tracking number by email once the package is being processed All ALAIR products are shipped via ground by Canada Post, and will be delivered within 2 – 11 business days (most within 3 business days); please contact us if you have not received your order within this time.
What happens if my package doesn’t arrive?
Please send an email to email@example.com with your full name and tracking number and we will assist you.
Tried troubleshooting but my pen doesn't work. What can I do?
If you purchased your pen from a local retailer, please visit your local retailer for assistance with warranty. If you purchased your pen directly from us, please email firstname.lastname@example.org.
How long will my Alair last?
Each Alair cartridge will last approximately 150+ draws on average. The pen battery typically lasts approximately 300 charge cycles.
How long is the warranty on my Alair pen?
We offer a six month warranty on Alair products from date of purchase with a valid receipt.