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FAQ

Warranty and Defects    

Please keep the receipt and packaging of your Allo products as we may request them at our discretion to provide warranty service.   

IMPORTANT NOTE:  Leaving your Allo disposable or closed pod system in extreme climate conditions (hot or cold), such as a hot vehicle, for extended periods of time will cause problems and/or shorten the life of the product.

  • How long does my warranty last?
    • Allo warrants the original purchaser that your Allo Vapor product shall be free from defects in materials and workmanship under normal use for a period of 180 days from the date of purchase. Allo Vapor does not warrant the operation of the product will be uninterrupted or error-free.
  • What is eligible for warranty?
    • All Allo products are eligible for warranty if they are defective through normal use during the period of 180 days.      
  • Will my warranty go through?
    • Allo Vapor may require the customer to provide proof of purchase and/or meet certain requirement prior to receiving warranty service.  
  • Why are you offering a replacement vape of 20 mg strength when I want 50 mg strength?     
    • Canada's new Nicotine Concentration in Vaping Product Regulations has come into effect on July 8th, 2021 and allows retailers until July 23, 2021 to comply with the regulations.        
    • Nicotine Concentration in Vaping Product Regulations (NCVPR) sets a maximum nicotine concentration of 20 mg/mL for vaping products marketed in Canada. They also prohibit the packaging and sale of vaping products if the nicotine concentration stated on the package exceeds 20 mg/mL.   
    • For more information please visit the Canadian government website
  • My Allo device is activating (auto-firing) on its own; how do I fix it?
    • If your Allo device is auto-firing, please refrain from using the product and contain it in a safe place away from flammable objects. If you would like to replace your device, please fill out a warranty form at https://allo.ca/pages/shipping-refunds-warranty. Please dispose of the device as soon as possible at your local waste facility.
  • I purchased my Allo brand new and when I opened to use it, it does not work at all. How do I fix it?
    • You may need to remove the rubber plug from the bottom of disposables, as the device cannot be used while it is still attached.   
    • You may need to pull out the flavour seal from Allo Sync Pods to properly use the Allo Pod System.
    • Otherwise, please fill out a warranty form at https://allo.ca/pages/shipping-refunds-warranty and we will be happy to help you.  
  • I purchased my Allo disposable or pod pack brand new and find that it is leaking; how do I fix it?
  • The flavour tastes burnt; how do I fix it?
    • Allo Disposables: Please refrain from using for the disposable for 5 minutes. If the burning taste persists after waiting 5 minutes, please fill out a warranty form at https://allo.ca/pages/shipping-refunds-warranty.    
    • Allo Sync Pods: Allo recommends waiting 1 minute after pulling the freshness seal to allow the e-liquid to saturate the coil prior to use. If there is burning taste during use, please refrain from using the device for 5 minutes. If the burning taste persists after waiting 5 minutes, please fill out a warranty form at https://allo.ca/pages/shipping-refunds-warranty.
  • Why doesn’t my Allo last anywhere near its advertised puffs?
    • Although Allo advertises a certain number of puffs, the actual number of puffs may differ from person to person due to differences in puff volume and length. However, if your Allo product dies significantly shortly after purchase, please fill out a warranty form at https://allo.ca/pages/shipping-refunds-warranty.
  • I’m having an issue with (insert issue) that’s not mentioned in this FAQ. What do I do?

 

 

Shipping and Orders

Due to COVID-19 and required age-verification measures, please anticipate sudden delays and/or policy changes to shipments with Canada Post. Until further notice, Canada Post will not deliver your order to your address but will instead leave a notice with information of where to pick up your order at the nearest post office. Please ensure to bring a Government-issued ID with you that matches your order information (first and last name, address, date of birth, etc.) to receive your order. We apologize on behalf of Canada Post for any inconvenience this may cause. 

  • What courier does Allo use?
    • Allo uses Canada Post and FedEx for its delivery services.  
    • P.O. box orders can only be serviced through Canada Post by selecting Canada Post as your shipping option at checkout.
  • How long does it take to ship and receive my order?
    • Allo usually processes and ships out orders from our warehouse within 1-2 business days.
    • Once your order is processed and shipped, the time it will take to deliver your package depends on your location 

 

CANADA POST SHIPPING

  • Alberta:
    • Express Shipping (Canada Post 3 to 6 business days)
    • Standard Shipping (Canada Post 5 to 6 business days)
  • British Columbia:
    • Express Shipping (Canada Post 4 to 7 business days)
    • Standard Shipping (Canada Post 6 to 9 business days)  
  • New Brunswick:
    • Express Shipping (3 to 6 business days)
    • Standard Shipping (5 to 6 business days)
  • Ontario:
    • Express Shipping (2 to 5 business days)
    • Standard Shipping (4 to 7 business days)  
  • Saskatchewan:
    • Express Shipping (3 to 4 business days)
    • Standard Shipping (4 to 5 business days)   
  • Manitoba:
    • Express Shipping (Up to 3 business days)
    • Standard Shipping (Up to 4 business days) 

 FEDEX SHIPPING 

  • Alberta:
    • Economy (3 business days)
    • 2 Day shipping (2 business days)
  • British Columbia:
    • Economy (3 to 4 business days)
    • 2 Day shipping (2 business days)  
  • New Brunswick:
    • Economy (2 to 3 business days)
    • 2 Day Shipping (2 business days)
  • Ontario:
    • Economy (1 business day)
    • 2 Day Shipping (1 business day)  
  • Saskatchewan:
    • Economy (2 to 3 business days)
    • 2 Day Shipping (2 business days)   
  • Manitoba:
    • Economy (2 to 3 business days)
    • 2 Day Shipping (2 business days)  

    Please note: postal codes with "0"& "O" will require one extra business days or more for delivery

     

    • I made a mistake on my order; can I correct it?
      • If you have made a mistake in your order, you may correct the order if it has not been fulfilled by contacting us at service@allo.ca. Allo usually fulfills orders within 1-2 business day(s) upon receipt. However, once the order is fulfilled, we cannot correct any details of the order. We sincerely apologize for the inconvenience this may cause you.  
    • I’d like to modify my order; can I change it?
      • If you would like to modify your order, you may change the order if it has not been fulfilled by contacting us at service@allo.ca. Allo usually fulfills orders within 1-2 business day(s). However, once the order is fulfilled, we cannot modify/change any details of the order. We sincerely apologize for the inconvenience this may cause you.
    • I’d like to cancel and refund my order; can I cancel and refund?
      • Orders cannot be cancelled once the status has been updated as “fulfilled”. By placing an order with Allo, you acknowledge that the item order and delivery information is accurate.
      • Unfortunately, Allo cannot provide a refund even if the order is cancelled prior to fulfillment. Allo usually fulfills orders within 1-2 business day(s). We sincerely apologize for the inconvenience this may cause you.           
      • If you have additional issues and concerns regarding cancellations, please do not hesitate to contact us at service@allo.ca.  
    • Can I ship my order to a Post Office (P.O) box?
      • P.O. box orders can only be serviced through Canada Post by selecting Canada Post as your shipping option at checkout. 
      • If an order has been placed with a P.O box address with FedEx, we will have to cancel and refund your order with a notification sent to you. A new order with a valid residential address will have to be made to be fulfilled successfully   

     

     

    Product Information 

    • Who is Allo Vapor?
      • Allo Vapor is an e-cigarette company aiming to eliminate combustible cigarettes from the world.   
    • Where is Allo Vapor based out of?
      • Allo Vapor is based in Canada.  
    • What is our 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.   
    • Where are our devices and e-liquid designed and manufactured from?
      • Allo devices and e-liquid are designed in Canada and manufactured in China.
    • What is the difference between a closed pod and disposable?
      • 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. For more details, visit https://allo.ca/pages/allo-sync.     
      • Allo Disposables are an all-in-one ready to use product, with the e-liquid tank built directly into device requiring no assembly. It is designed to be a one-time use and should be disposed once empty. For more details, visit https://allo.ca/pages/all-product-page.