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White Cloud e-cigarette logo

- Frequently Asked Questions


SmoothDraw Cartridges

What is a SmoothDraw cartridge?

How long will one cartridge last?

How do you I know when to replace the cartridge?

I bought the wrong cartridges, can I return them?

I'm not getting any vapor from my cartridge.

How could my cartridge be defective?

Can I refill my White Cloud SmoothDraw Cartridges?

How do I choose the correct SmoothDraw cartridge strength?

What do the abbreviations on the SmoothDraw cartridges mean?

Do White Cloud Electronic Cigarettes have nicotine?

Doesn't nicotine cause cancer?

What percentage of nicotine is in each strength?

I am not getting enough vapor out of my e-cig. Am I doing something wrong?

 

Warranty and Defective Equipment

What is your SmoothDraw cartridge defect guarantee?

What is my warranty?

Can I have my warranty items replaced at one of your retail locations?

My battery/charger doesn't work, what do I do?

When do I return a battery for replacement?

I have tried all the troubleshooting tips and I need an item exchanged, now what do I do?

 

Equipment and Operation

What is a White Cloud E-Cigarette?

Do White Cloud Electronic Cigarettes have nicotine?

Do I need to turn my E-cigarette on and off?

What is the difference between the Cirrus and your competitors?

What is the size/weight of the battery?

How long to the batteries last?

I want to try your product before I buy, do you offer anything disposable or a free trial?

Website and Online Ordering

I forgot my password, how to I retrieve it?

I tried the lost password link and the token doesn't work, or I never got an email with the token.

Do you take checks?

Do you save my credit card information?

I'm trying to check out but I keep getting an error code from "Cybersource".

Why doesn't my coupon code work?

 

Shipping

Do you ship internationally?

Can I ship to a military address?

I'm traveling and need to place an order, can you still ship to me?

What shipping options do your offer?

How long does it take for my package to arrive via Ground Shipping?

Do you have an automatic shipping plan for cartridges?

 

Customer Care

When are you available to help me?

What services do you offer?

What is your return policy?

 

Additional Info

When will I receive a coupon or special?

Why smoke an e-cigarette? What are they made for?

Are White Cloud products safe?

Will White Cloud Cigarettes help me quit smoking?

Are e-cigarettes "fake?"

What is the "smoke" released by inhaling and exhaling White Cloud E-Cigarettes?

Are White Cloud Cigarettes for everyone?


SmoothDraw Cartridges

What is a SmoothDraw cartridge?

The White Cloud electronic cigarette SmoothDraw cartridge looks like the filter of a tobacco cigarette. It contains nicotine (optional) and flavoring, as well as an atomizer. The atomizer heats the ingredients to produce the smoke-like vapor you see when you inhale and exhale. Cartridges are available in different nicotine strengths and flavors.
Click here to see a truly in-depth look at our cartridges.

How long will one cartridge last?

One SmoothDraw cartridge gives you the equivalent smoking pleasure of about 40 tobacco cigarettes. Please visit our article on How to use cartridges correctly to be sure you get the most out of them!

How do you I know when to replace the cartridge?

When less vapor is released as you inhale and exhale (on a fully charged battery), it's time for a new cartridge. If less vapor is released even after you have replaced the cartridge, it's time to recharge the battery.
Check out our user manual for additional tips.

I bought the wrong cartridges, can I return them?

If the cellophane seal has not been broken, you may return cartridges to the customer service department. If you are not sure which cartridge is best for you, please purchase a variety pack by phone or online to try several different strength/flavors in one pack. Click here to purchase a Variety Pack now.
For additional help, please see our page on How to choose the correct cartridge.

I'm not getting any vapor from my cartridge.

If it's a new SmoothDraw cartridge, try it on a different battery. On rare occasions a cartridge may work on one battery, but not another.
It may be completely used and it's time to put on a new cartridge!
You may not have the cartridge completely attached to the battery. Please be sure the cartridge is tightened on the battery.
The cartridge may be defective. Please return it to our warranty department (White Cloud Cigarettes, PO Box 1194, Tarpon Springs, FL 34688). All cartridges sent are tested. If they are found to be defective, we will replace them for you. You must return them first before you can receive a replacement. Retail locations cannot replace cartridges.
If you throw your cartridges away, we cannot replace them! Any defective cartridges must be returned before you can receive a replacement.

How could my cartridge be defective?

White Cloud SmoothDraw Cartridges undergo a 9 step assembly by hand. They contain 10 different components that must be assembled precisely! When thousands of cartridges are assembled, there are 10 different components and 9 different processes where something could go wrong. There are a small percentage that may have only one of those components or processes fail, and the cartridge will not operate properly!
There are also 4 different quality control checks to ensure that the number of defective cartridges is very, very small!

Can I refill my White Cloud SmoothDraw Cartridges?

We highly recommend that you do NOT refill your cartridges. Because of their internal makeup, they are designed not to be refilled. Refilling cartridges usually results in overfilling them. This overflow eventually seeps down into the components of the battery. When liquid comes in contact with the electrical components, that component becomes inoperable due to a short circuit.
This overflow also leads to the top of the battery becoming clogged in areas that require air flow. When air flow is restricted it becomes very hard, or impossible, to pull vapor through your ecig.
Refilling cartridges will void your warranty. You will need to purchase another battery if your battery dies due to dripping.

How do I choose the correct SmoothDraw cartridge strength?

Please see our page on Choosing the correct cartridge. You can also choose a variety pack of cartridges. Simply specify which flavors and strengths you would like in the notes section at the end of checkout. Click here to purchase a variety pack now.
You may also visit one of our retail locations to try different flavors and strengths before you buy. Find a location near you.

What do the abbreviations on the SmoothDraw cartridges mean?

They indicate the strength and flavor of your SmoothDraw cartridge.
Strength Flavors XX = Double Extra Strength R = Regular (Tobacco)
X = Extra Strength M = Menthol
F = Full Strength V = Vanilla
L = Light C = Chocolate
UL = Ultra-Light E = Espresso
NF = Nicotine Free CL = Clove
K = Kick (honey and cinnamon)
S = Strawberry
SP = Snap (Mint Chocolate)
MM = Moscow Mule (Ginger and Lime)
LC = Lime and Coconut
BB = Bora Bora (Mild Tobacco)
A = Apache (Bold Tobacco)
D = Diablo (Fiery Pepper)

Do White Cloud Electronic Cigarettes have nicotine?

Yes, unless you choose a nicotine-free SmoothDraw cartridge. You may choose the level of nicotine that's right for you; Double Extra Strength, Extra Strength, Full Strength, Light, Ultra-Light and Nicotine-Free. The Nicotine-Free cartridges allow you to satisfy the physical habit of smoking even if you've kicked the nicotine habit!

Doesn't nicotine cause cancer?

No. Although it's addictive, nicotine is not the substance that makes tobacco cigarettes so unhealthy. Cancer from cigarette smoking is caused by the many additives that are put in tobacco cigarettes, in addition to the tar and the harm to your lungs from the burning tobacco. Visit our section on nicotine for more information.

What percentage of nicotine is in each strength?

Double Extra = 3.6%
Extra Strength = 2.4%
Full Strength = 1.6%
Light Strength = 1.1%
Ultra Light Strength = 0.6%
Nicotine Free = 0.0%

I am not getting enough vapor out of my e-cig. Am I doing something wrong?

If you are a new user you will experiencing an adjustment period. Most all new users experience some type of adjustment period.
Visit our page on using cartridges correctly for more tips.


Warranty Information and Defective Equipment

What is your SmoothDraw cartridge defect guarantee?

If you receive a SmoothDraw cartridge that doesn't produce vapor, send them back to us, and we'll replace them for free. Who does that? We does!
Just download the cartridge claim form fill it out and return it with your cartridges to the Warranty Department, PO Box 1194, Tarpon Springs, Fl 34689.

What is my warranty?

You have a 6 month manufacturer warranty against defects on all batteries and chargers. You can purchase our Assured Smoke 2 Year Extended Warranty which will provide you with two full years of coverage and hassle free exchanges at any one of our locations.

Can I have my warranty items replaced at one of your retail locations?

You can only perform warranty exchanges at a retail location if you have the Assured Smoke 2 Year Extended Warranty. On the spot service is part of your Assured Warranty benefits! You can purchase this warranty at any retail location, online, or by calling customer service at 866-492-6310.

My battery/charger doesn't work, what do I do?

The first thing to do is some troubleshooting!
Make sure your battery is fully charged
Check your USB express charger indicator light. When the charger is plugged into a USB port, the light should be blue (no battery attached). When you attach a depleted battery, the light on the USB charger should turn red. If the light does not turn red, try a different depleted battery. If the light turns red with a different battery, then your first battery may be defective. If the light still does not turn red, then your charger may be defective. Plug your charger into a different power source and try these steps again. If this step does not fix the problem, then your charger needs to be replaced.
If you are not getting vapor from your battery, make sure you are not using a depleted cartridge by trying a different cartridge.

When do I return a battery for replacement?

Your battery probably needs to be replaced if any of the following occur:
If the battery won't puff, it appears to be fully charged when attached to your USB charger, and you have tried a new cartridge.
If the indicator light on the USB charger never changes color when your battery is plugged in to it, but it does with other batteries.

I have tried all the troubleshooting tips and I need an item exchanged, now what do I do?

If you have determined that you need a battery or charger replaced, please download the Warranty Exchange Form and return your defective equipment to the warranty department. We do our best to test your equipment and replace defective items as soon as we can, but please allow us 7-10 days.
White Cloud Cigarettes
P.O. Box 1194
Tarpon Springs, Fl 34688
Please call or email customer service. We are here to help!
Phone: 866-492-6310
Email: customerservice@whitecloudcigs.com


Equipment and Operation

What is an Electronic Cigarette?

The White Cloud e-cigarette is an electronic cigarette with a re-chargeable battery and a disposable atomizer cartridge. The atomizer cartridge contains liquid nicotine (optional), propylene glycol (an FDA approved food additive) and optional flavoring. It contains no tobacco, additives, cancer-causing agents, tar or smoke.

Do White Cloud Electronic Cigarettes have nicotine?

Yes, unless you choose a nicotine-free SmoothDraw™ cartridge. You may choose the level of nicotine that's right for you: Double Extra Strength, Extra Strength, Full Strength, Light, Ultra-Light and No-Nicotine. The nicotine-free cartridges allow you to satisfy the physical habit of smoking even if you've kicked the nicotine habit!

Do I need to turn my E-cigarette on and off?

No. Your e-cig automatically activates when you draw air through it like you would with a tobacco cigarette. Once the intelligent battery senses air movement, it turns on. This is indicated by the LED on the tip of the e-cig. When you are not using your White Cloud e-cigarette, it goes into standby mode and preserves its battery life. This means that there is no on/off switch to worry about.

What is the difference between the Cirrus and your competitors?

Read this article to see why our products out shine the competition.

What is the size/weight of the battery?

Please click here to view the comparison chart on all of our models. It lists the size and weight of each.

How long to the batteries last?

Specifics on battery life can be found in this Comparison Chart.

I want to try your product before I buy, do you offer anything disposable or a free trial?

We do offer Disposable Electronic Cigarettes in several strengths and flavors.


Website and Online Ordering

I forgot my password, how do I retrieve it?

Please use the lost password link on the sign in page. You will receive an email with a token and instructions for resetting your password.

I tried the lost password link and the token doesn't work, or I never got an email with the token.

Please call (866-492-6310) or email (
customerservice@whitecloudcigs.com) customer service and we will manually reset your password for you.

Do you take checks?

Yes, we do accept checks, but only by calling Customer Care at 866-492-6310. You can place an order by phone and your order will ship after your check is received and the funds are cleared by your bank. You will receive an email with a receipt the day your order is shipped.

Do you save my credit card information?

No, we do not save credit card information. You will need to enter this each time you place an online order, or when placing an order by phone.

I'm trying to check out but I keep getting an error code from "Cybersource".

Most errors are due to the billing information on your account not matching the credit card you are using. Be sure that your billing information is entered correctly, all fields are filled in, and that this information matches the credit card being used exactly.
Your CVV code (the 3 numbers on the back of your card) do not match the card you are using.
Call your credit card company to be sure your available balance or per purchase limit is high enough to cover your purchase.
Large international purchases may not be approved. Please email Customer Care at customerservice@whitecloudcigs.com for additional assistance.
Repeated attempts (2 or more) may block your card from allowing further purchases. This is a security feature used by your credit card company to avoid fraudulent transactions. Please call your credit card company to let them know that you are trying to use your card, and that you have been having trouble. They may be able to remove any blocks immediately.
If your card returns a decline, please do not use the same card again. When your credit card company declines a purchase, they automatically but a hold on those funds. We do not process any orders that have been declined or produce an error, therefore the charge will not be sent to your credit card. This hold will drop off your account within the time frame set by your credit card agreement, usually 1-3 business days, however please call your credit card company for their policy. We cannot take "holds" off your card, this can only be done by your bank.
For any other problems, please contact customer service.

Why doesn't my coupon code work?

Coupon codes are case sensitive so please be sure you are entering the code exactly the way it was sent to you. Also, watch out for characters that can look similar such as the letter "I" and the number "1", or the letter "O" and the number "0".
Your code may have been a one-time use coupon and you have already used it!
Be sure you have added the correct product or quantity to your cart that the code corresponds to. Most codes are for a specific product, be sure that you have added everything to your cart first before applying any codes.
Be sure you clicked the "Submit" button after entering your code.
Coupons or specials cannot be combined with other offers. You can only use one coupon code per order. If you already entered a coupon code a 2nd coupon code cannot be used.


Shipping

Do you ship internationally?

Yes, we ship all over the world. Just use the drop down menu to select your country during checkout. You can find more details about International Shipping on our Shipping Information page.

Can I ship to a military address?

Yes! We support our troops and your shipping is Free! Please use the country as "military address". Enter APO or FPO for the city, and choose AA, AE, or AP in the drop down menu for the state. Please make sure to enter the zip code as well. Visit our shipping page for more information.

I'm traveling and need to place an order, can you still ship to me?

Of course, just enter the shipping address for where you are currently located. If you are staying at a hotel/motel, be sure to enter the establishment's name in the "Company Name" field. You can also call 866-492-6310 to place your order over the phone and for additional assistance.

What shipping options do your offer?

Please see our Shipping Information page for all shipping options and other shipping information.

How long does it take for my package to arrive via Ground Shipping?

Please sroll to the bottom of our Shipping Information page to see the UPS ground shipping map. Find your state and color for transit time.
Orders received before 3pm EST Monday-Friday will ship the same day. Orders received after 3pm EST on Fridays, and on the weekend, will ship on Monday (excluding holidays). Some International orders may not ship the same day.

Do you have an automatic shipping plan for cartridges?

We do not offer an automatic shipping plan and will never automatically charge your card or send product. You will always need to place an order and provide payment information when you wish to order additional products.


Customer Care

When are you available to help me?

White Cloud customers receive the very best care! Customer Care is available to take your call or answer emails between the hours of 9am and 5pm EST Monday through Friday. Although we normally respond quickly, there are times when we experience heavy phone and email volume.
Please leave a voice mail, as we do respond to every call. Be sure to leave us your name and phone number, including area code.
Our busiest days are Monday's and Friday's and we appreciate your patience during these times!
Since we do make the greatest effort to respond quickly, please contact us again if 24 hours have past (excluding weekends) without receiving a response from us. We may not have received your message!

What services do you offer?

At Customer Care we can assist you with anything! If you can't find it on the website, or are unable to visit one of our retail locations for personal assistance, call or email us!

What is your return policy?

Please see our Terms and Conditions to view the entire return policy. Return policies at retail locations differ from the online and phone order policy. Return policies are posted at each retail location and on the bottom of your receipt. Ask a White Cloud associate to point them out!


Additional Info

When will I receive a coupon or special?

Coupons and special offers are sent out periodically. You will be notified of most specials by email. Please be sure your email listed in your online account as well as as your retailer is accurate! You should also add customerservice@whitecloudcigs.com to your address book to be sure these specials are not sent to your spam or junk mail folder. If you have never ordered online, or have not provided your email address to one of our store locations you can sign up to receive special offers by clicking this link.

Why smoke an e-cigarette?

What are they made for?

There are many reasons people smoke White Cloud cigarettes, including: The ability to smoke in places where you couldn't use tobacco. There are no odors, ashes or butts!
Traditional cigarettes contain thousands of cancer-causing agents added by cigarette companies. With White Cloud e-cigarettes, there is nicotine, flavoring and food additives. Please see our Ingredient Guide for a full list.
Smokers love the fact that White Cloud e-cigarettes enable them to smoke without smelling like an ash tray or turning their teeth and skin yellow.

Are White Cloud products safe?

White Cloud electronic cigarettes contain only non cancer-causing ingredients; specifically: Propylene glycol an FDA approved food additive found in mouthwash, food color and flavorings)
Nicotine (optional)
Flavoring You may also view a more detailed description of our ingredients here: Ingredients List White Cloud makes no claims that the electronic cigarette will cure a smokers addiction to nicotine; the electronic cigarette serves the same purpose as a tobacco cigarette - to deliver nicotine. If you do suffer from Tobacco/Nicotine Dependance and want to take steps to give up smoking or cut down the quantity of cigarettes you currently smoke, we recommend you visit your health care provider to discuss NRT (Nicotine Replacement Therapy) or a nicotine harm reduction program.
Please note: We are not a pharmaceutical company and we do not produce medical products.

Will White Cloud Cigarettes help me quit smoking?

White Cloud Electronic Cigarettes is not sold for smoking cessation purposes. White Cloud Cigarettes has chosen not to conduct the clinical studies necessary for FDA approval as a "smoking cessation device". These studies alone cost nearly $5 million and take about 4 years to complete. This action would increase our product cost ten-fold. They are an alternative to tobacco cigarettes. With White Cloud Cigarettes, you'll never need to empty ash trays, smell like smoke, or stand outside in the cold or heat to have a cigarette. Many places allow electronic cigarettes where tobacco cigarettes are not allowed. White Cloud Cigarettes do come in different nicotine strengths, including a nicotine-free option, to suite your needs.

Are e-cigarettes "fake?" White Cloud e-cigarettes are not fake. They're just different from What smokers and non-smokers are used to. With White Cloud cigarettes, you inhale real nicotine and get the same satisfaction that you would from tobacco cigarettes. The "smoke" you see when you exhale is actually a harmless water-based vapor that looks like tobacco-cigarette smoke.

What is the "smoke" released by inhaling and exhaling White Cloud E-Cigarettes?

The "smoke" from a White Cloud e-cigarette is actually a harmless water vapor. It looks like cigarette smoke, but has no odor and doesn't harm others around you. In addition, it won't stain your teeth, fingers, furniture or walls.

Are White Cloud Cigarettes for everyone?

White Cloud Cigarettes should only be used by adults age 18 and over. Pregnant women and individuals with heart conditions or allergic reactions to nicotine, PG or VG, should avoid using them or consult their doctor first. White Cloud Cigarettes are for those who currently smoke tobacco and should not be used if you are currently a non-smoker.

 

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