ALLO Products FAQ

Before using any Allo vaping device you should always read and understand the user manual found in the box with the device. 


Allo Canada FAQ

Who is Allo Canada?

Allo Canada is an e-cigarette company, based out of Canada, aiming to eliminate combustible cigarettes from the world.   


General Product Care FAQ

Where are Allo devices and e-liquid made? 

Allo devices and e-liquid are designed in Canada and manufactured in China.


How should I store my Allo devices? 

Allo products should be stored in a cool, dry place away from household chemicals and direct sunlight. Do not expose Allo products to an environment with excessive heat. Contact with high temperatures will damage the battery, which will cause malfunction and could result in fire, explosion, or release of harmful substances. Do not store Allo products in a sub-freezing environment, such as a freezer.  


Are Allo products gluten-free?

Allo products are confirmed to be free of gluten contents. Contact service@allo.ca for other allergen-related concerns.


Are Allo products nut-free?

Allo e-liquid does not contain common allergic chemical or compound. So, in general it is unlikely for a consumer to have an allergic reaction to Allo products. However, nut allergies can be unique from person to person. We would suggest that consumers should be aware and self-monitor their response to vape products. Contact service@allo.ca for other allergen related concerns.

 

What is Allo e-liquid made of?

Allo’s e-liquid is made of propylene glycol, vegetable glycerine, flavour concentrate, and variations of nicotine. Allo does not use any diacetyl.   


Do Allo products contain mint or menthol? 

Most Allo products have some mint or menthol in the e-liquid. This is an element our users enjoy about Allo products as it prevents our e-liquid from being overly sweet, while still providing high quality flavour.

The amount of mint/menthol may vary depending on the flavour. Contact service@allo.ca for more information.


What is the difference between closed-pod and disposable vapes?

Allo’s closed pod device contains two components: a pod and the vaping device. The device is easy to use, requiring no manual replacement of coils and is easily rechargeable with a USB-C cord. Allo’s pods easily fit into the device to allow for hassle-free assembly. When the pod is empty, simply dispose of it and insert a new one. Browse Allo Sync here.      

Allo Disposables are all-in-one ready-to-use vaping devices, with the e-liquid tank built directly into the device (requiring no assembly). It is designed to be a one-time use and should be disposed of once the e-liquid is depleted. Browse Allo Ultra disposable devices here.           


Closed-pod (Allo Sync) system FAQ

How do I use Allo Sync?

Please follow these easy steps on how to use your Allo Sync device:

  1. Ensure that your Sync Device is fully charged before first use.  
  2. Remove the SYNC pod from the blister pack. 
  3. Your SYNC Pod is equipped with a push-activated freshness seal. Push down on the pod firmly until you hear a click. The coil will start absorbing the e-liquid. For optimal flavour and performance, allow the coil to absorb the e-liquid for 1 (one) minute before proceeding to the next step. 
  4. Insert the SYNC Pod into the SYNC Device. If the pod successfully connects to the device, the “A” logo will flash one time. 
  5. To begin your vaping experience, draw on the SYNC Pod mouthpiece. The device will self-activate and begin producing vapor. While drawing, the “A” logo will light up. 

These instructions are for Allo Sync pods only. If using other S- compatible pods with your Sync device please see manufacturer’s notes for best use. 


How do I charge Allo Sync? 

Always allow the SYNC device to come to room temperature before charging if the device has been exposed to heat or cold environments. Do not exceed the recommended charging time of 1.3 hours. When charging, the indicator light will glow. Please use the original Type-C USB charging cable provided. Please use input voltage DC 5V.  


If you still have any questions about the Allo Canada brand or products, our customer service team will be happy to help you. 



HOW TO OBTAIN WARRANTY SERVICE
A Warranty Service Order must be requested from Allo Vapor within Warranty Period from the date of receipt of purchase. To request a Warranty Service Order, please fill out the form below. Allo Vapor may require the customer to furnish proof of purchase details and/or comply with registration requirements before receiving warranty service. Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).
CONTACT ALLO VAPOR
For customer support, please email us at service@allo.ca
EXCLUSIONS AND LIMITATIONS
This Limited Warranty applies only to the product manufactured by or for Allo Vapor, that can be identified by the "Allo" trademark, trade name, or logo affixed to it. The Limited Warranty does not apply to any (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes and the like; (b) Negligence; (c) Commercial use; (d) Modifications to any part of the Product; (e) Damage caused by use with non-Allo Vapor products; (f) Damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes; (g) Damage caused by operating the Product outside the permitted or intended uses described by Allo Vapor or with improper voltage or power supply; or (h) Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Allo Vapor. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.
IMPLIED WARRANTIES
Except to the extent prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) shall be limited in duration to the duration of this limited warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation may not apply to you.
LIMITATION OF DAMAGES
Except to the extent prohibited by applicable law, Allo Vapor shall not be liable for any incidental, indirect, special, or consequential damages, including but not limited to loss of profits, revenue or data, resulting from any breach of express or implied warranty or condition, or under any other legal theory, even when Allo Vapor has been advised of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental or consequential damages, so the above limitation or exclusion may not apply to you.
SHIPPING & TRACKING
Allo.ca offers a couple of shipping options to customers – we offer free standard shipping on all Canadian orders that are $30 and over (before taxes and shipping). Our goal is to process and ship out orders from our warehouse within 5 business days, this excludes the time it takes for our courier partners to deliver the package to you. Due to a high volume of online orders and increased health & safety measures, our courier partners are experiencing significant delays. Orders may not be scanned at each processing facility, which may result in delayed or incorrect tracking information. We apologize for the inconvenience on their behalf and thank you for your patience.
DELIVERY AND ORDER PICKUP
Proof of Age Required We utilize Canada Post's Proof of Age (depending on your province) option on every single package, no exceptions. Because we utilize this option for all shipments, signature will be obtained upon delivery of all shipments. If you are not home when delivery is attempted, the package will be left at your nearest post office, where you will have to show Proof of Age to sign and receive the package. Packages cannot be left at the door or in a mailbox. Any fees associated with packages that are Returned to Sender because Proof of Age was not able to be determined, will NOT receive a refund. We can not remove this option, even if you have already been verified to be of age. - Every package leaving our facilities will require to be age verified, in accordance with Canadian law. Only the person named in the "Shipping" fields can pick up the package. Canada Post will NOT release the package to anyone else  P.O. box orders can only be serviced through Canada Post by selecting Canada Post as your shipping option at checkout. You are required to visit your nearest Canada Post outlet for pickup and you will need to show a piece of valid, government issued, photo ID to confirm age of majority. Due to Covid-19 precautions, Canada Post has temporarily changed its delivery method. They will not be delivering parcels that require proof-of-age to the customer’s door. Instead, Canada Post will leave a notice card directing customers to a nearby outlet for pickup.
ORDER PROCESSING
After your order has been placed, you will be notified with an order confirmation email. Your order will be processed in our warehouse within 5 business days, subject to peak holiday periods. Please note, if you receive a tracking number during a weekend or major holiday, your order is prepared for shipment, but it is not handed off to a shipping carrier until the following business day. Once your order has been picked up, you will receive an email or text message from the courier containing your tracking information. We reserve the right to additional processing time if any questions or concerns regarding your order arise. We always do our best to get in touch with you via phone or email only when absolutely necessary. Please make sure you provide us with current contact information during checkout.
Order Tracking
Tracking numbers are automatically generated when we print your shipping label during order processing. You will receive either an email or text notification containing the tracking number sent to the email address or phone number you provided during checkout. Please check your email's "spam" folders if you did not receive a tracking number You may also find & view all tracking information directly by logging in to Allo.ca account. Canadian customers can track their packages using http://www.canadapost.ca 
Shipping Options and Serviceable Areas
We offer various shipping options at checkout, please select the option that best services your needs. We currently ship to select Canadian postal codes in British Columbia, Alberta, Ontario and New Brunswick. Limited shipping options may be available in some areas. We may restrict shipping to certain addresses such as retail locations, warehouses and freight forwarding companies. We currently do not ship to P.O. boxes – you are required to show a piece of valid, government issued, photo ID to confirm age of majority upon delivery and we cannot do this with a P.O. box.   
Cancellations
Although we try our best to accommodate changes, orders cannot be cancelled once the status has been updated as “fulfilled”. By placing an order with us, you acknowledge that the items order, and delivery information is accurate.
Exemptions to Guaranteed Delivery Times
Courier services we ship with cannot guarantee delivery times in the event of outside factors beyond their control and for which they cannot be held responsible. These include, but are not limited to: National Holidays, Inclimate Weather Conditions and Natural Hazards (ie: Floods, Wildfires, Hurricanes, etc). 
Lost or Damaged Packages

Lost In Transit

In the event that a package has exceeded its estimated delivery date by more than 21 business days, please notify us at service@allo.ca and we will open up a claim on your behalf as the shipper of the item with the courier company.

Incorrectly Marked as Delivered

In the event the package is marked as delivered without having been received, please connect with anyone who might have retrieved it on your behalf (Ex: Concierge, Family Member, Roommate, etc) and review your tracking information to ensure that it has not been made available for pickup before contacting us with your inquiry. If you are unable to locate your missing package, you must notify us within 5 days of the marked delivery date in order to file a claim.

Damaged Packages

In an event if your package arrives damaged, please reach out to our customer service team within 5 days of delivery. We may initiate an investigation on a damaged package and you may be required to submit pictures of the condition the package arrived in. The courier may reach out to you for an inspection. Please monitor your emails and respond to communications from Allo and our courier partner.

Courier Investigation

A courier investigation may take up to 15 business days, or longer in complex cases. Unfortunately, we must wait until an investigation has been completed before resending or refunding the order.

For any inquiries relating to lost or damaged packages, please contact service@allo.ca for assistance.

Taxes

All taxes will be applied subject to federal and provincial tax legislation.

REFUNDS
Please also be advised that all of our packages are shipped using Canada Post's Age Verification service to ensure that every person that places an order with us is at least the age of majority to purchase tobacco, nicotine and/or related products in their respective jurisdiction. If you are not able to present valid photo ID to confirm your age upon delivery or pickup, your package will be returned to us, and you will not be eligible for a refund. Products that have been used in any capacity shall not be exchanged or refunded for other products. If there are any defects, please see the warranty section below for details. Refunds typically take up to 5 business days to process after the refund has been initiated, and another 5 business days from the date and time at which we receive the returned product.
Unauthorized Returns
If a package has been returned to our warehouse due to a delivery failure (ex: Incorrect address, unclaimed order, etc) Customer Service will attempt to reach out to you at the email listed on your order offering the option of refunding your shipment minus the original shipping cost. Orders that were eligible for free shipping with be charged a $10 flat rate. We are unable to process reshipments at this time and apologize for the inconvenience. You can simply place another order on Allo.ca – we strongly recommend you review the delivery details, and our terms and conditions are being followed to ensure a successful delivery.