Warranty and Defects FAQ
If you are experiencing issues with one of your Allo products, please first read through our FAQ below. If you are still having trouble, complete the warranty form at the bottom of the page and a member of our team will get back to you shortly.
Before using any Allo vaping device you should always read and understand the user manual found in the box with the device.
Allo Basic Product Troubleshooting Guide
My Allo Sync Pod is leaking, what should I do?
If there are no cracks or loose parts, remove the pod from the device and place a piece of tissue on the bottom of the pod. Gently blow through the mouthpiece a few times and any excess e-liquid will be forced out and onto the tissue. Re-insert the pod and try again.
Refrain from using the pod if it is still leaking. Kindly submit a warranty claim form and someone from our team will be happy to assist you.
The liquid inside my Allo Sync Pod is dark, what should I do?
E-liquid usually changes in color due to a completely natural process known as oxidation. Check the best-before date to ensure the product is not expired. If you have had the pods open and in storage for over a year, it is best to dispose of them.
If you are experiencing a bad taste when vaping, double-check by cleaning the device and pod with a cotton swab or tissue, there may be old-liquid residue in your vape device.
Refrain from using the pod if you notice an unusual taste or smell. Kindly submit a warranty claim form and someone from our team will be happy to assist you.
My Allo Sync pod doesn’t taste good and/or is burning my tongue, what should I do?
When using a new Allo Sync Pod you should always wait one minute after activating the pod (through the pushdown mechanism) before using the pod in your device. This allows the coil to get saturated before use and prevents the burnt flavour.
If the pods still taste burnt, kindly submit a warranty claim form and someone from our team will be happy to assist you.
The metal at the bottom of my Allo Sync pod is loose, what should I do?
If your pods are damaged upon opening, kindly submit a warranty claim form and someone from our team will be happy to assist you.
The flavour seal is broken on my Sync Pod, how do I fix this?
If your pods are damaged upon opening, kindly submit a warranty claim form and someone from our team will be happy to assist you.
My Allo device is auto-firing and does not turn off, how do I fix this?
Auto-firing is a unique problem that affects vaping devices. Try these simple steps to stop a disposable or closed-pod vape from auto-firing:
- Turn off your disposable vape (if possible)
- Give the mouthpiece or pod contact point a thorough clean with a piece of tissue or a cotton bud. This should remove any lingering debris and dirt that is making your disposable vape malfunction.
If the problem continues, kindly submit a warranty claim form and someone from our team will be happy to assist you.
My Allo device stopped working after a few puffs, how do I fix this?
Allo disposable vapes have varying battery capacities depending on the e-liquid capacity and average puff count. Our devices state the average puff count expected; however, this can vary from user to user based on their vaping style.
If you feel your device battery died well before the e-liquid was depleted kindly submit a warranty claim form and someone from our team will be happy to assist you.
My Allo rechargeable device is not charging, how do I fix this?
Make sure that you are charging the device using the correct cable. Make sure that the device’s charging port is clean.
If the device is still not charging, kindly submit a warranty claim form and someone from our team will be happy to assist you.
Why does the indicator light keep flashing on my device?
If the indicator light on your disposable vape blinks, there is an electronic issue that prevents it from functioning. Most often the battery has died or needs to be charged (on rechargeable devices).
If you feel the battery died too soon or you are having issues charging a rechargeable device, kindly submit a warranty claim form and someone from our team will be happy to assist you.
Allo Warranty Program Guide
What information is required to claim my Warranty?
Customers are expected to provide proof of purchase, such as an official receipt or a bank statement showing the date and the items purchased or the retailer’s name.
Another requirement is the batch code number of the defective device found on the item's box packaging.
Warranty requests will not be granted upon failure to provide any of the requirements.
Note: In compliance with amendments to the Quebec Tobacco Control Act, as of Oct 31, 2023, we are no longer permitted to sell disposable vapes exceeding 2mL capacity and e-liquid bottles over 30mL capacity. Flavoured products are no longer permitted, other than tobacco flavours. Flavourless products can be sold in Quebec. Due to these changes, for all warranty claims from Quebec residents, we will exclusively offer flavourless and tobacco-flavoured products within specific capacity restrictions.
Where do I find the batch code number?
Batch code is a series of nineteen (19) numerical/alphanumerical characters found on the item's box. Check out the following batch code example:
For Sync Pods - 4961PP2211240030231
For disposable devices - 5637162208230267713
Can you give me a refund instead of a replacement product?
We currently do not process refunds or exchange for items purchased on Allo.ca. Instead, we offer the Allo Warranty Program. Allo Canada warrants the original purchaser that your Allo product shall be free from defects in materials and workmanship under normal use for a period of 180 days (about 6 months) from the date of purchase.
Fill out the Warranty Claim Form here.
Allo Canada may require the customer to provide 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).
The replacement item you sent me is defective, what should I do?
Allo does not warranty replacement items. We apologize for the inconvenience. For more information regarding this policy, please email us at service@allo.ca.
Warranty Claim Form
Please complete the warranty claim form with as much detail as possible.
For general inquiries, please reach out to the Allo customer service team at service@allo.ca