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FAQ
General Questions
  • Where is your headquarters location?

    Our headquarters is based in Shenzhen, China. Locate us on Google Maps.

  • Where can I purchase Cilicon vaping products?

    If you are interested in becoming our partners, please submit an interest form or contact us at info@ciliconplus.com to begin a journey with us. For individual purchases, Cilicon products can only be purchased with the distributor who has Cilicon Authorized License. Visit Our Distributor page, and find the distributor closest to you.

  • If I have questions, who should I contact?

    If you are our customers, Cilicon has a special force team for you and this team only serves one customer at a time. Your sales would collect feedback from you, then report back to your special force team to update your progress and information in time. We are here for your pre-sales, in-sales, and post-sales. Therefore, if you have any questions or concerns, please contact your sales representative immediately.

     

    If you are a consumer, please contact the retail store at the place of purchase. Also, welcome to contact us at support@ciliconplus.com. Once we received your email, our service team will be in touch within 48 hours.

  • If my device doesn't work, who should I contact?

    If you purchased a vaporizer product from our distributor, we would refer you back to the place of purchase. If you are working with Cilicon, please contact your sales representative directly.

  • How to become a Cilicon Partner?

    Cilicon welcomes everyone to join us in the cannabis vaporizer world. We are willing to share our decades’ experiences and technologies with our stakeholders. We want you to have a regional exclusivity product with reduce capital investment and save time in product design. Therefore, Cilicon provides Distributors, Cilicon Designed, and Original Design Manufacturing (ODM) with three different partner options. Choose what suits you the most, please view more on the Cilicon Partner Plan (CPP).

Sales Questions
  • Do you provide samples?

    We are happy to provide samples to potential partners because we are willing to offer the opportunity to those who want to get into this industry. Please contact sales for specific details.

  • Are the products warrantied?

    Yes, all products are warrantied. Please check the warranty policy(放链接) or contact your sales for specific details.

  • Will the vaporizer product come with cannabidiol (CBD)/ tetrahydrocannabinol (THC) oil?

    We are a leading manufacturer of vaporizer devices and cartridges with a prohibition of CBD/THC oil production. We don’t sell oil or we don’t sell our vapes filled with CBD/THC oil. However, we work with overseas licensed labs for concentrate compatibility tests and we work with our distributor for pre-launch oil tests.

  • Will you provide a vape filling instruction?

    Visit our document download page for filling instructions.

  • How will I know if the vaping products are heavy metal free?

    Product safety and quality are the top priorities for Cilicon. We dedicate to implementing the highest standard in the industry and worked with serval licensed labs for a heavy metal tests. Also, we agree to test for heavy metal with our customers again. We take the highest standard as our standard and make sure our product and manufacturer produce environment must stand the test. We do everything in our power to ensure our products are as safe as possible for our customers. All products are sterilized, manufactured, packed, and labeled in ISO9001:2015, ISO14001:2015, Current Good Manufacturing Practice (cGMP)implemented & certified, Intellectual Property (IPMS), SQP and WCA, ISO13485:2016, ISO45001:2018, and OHSAS18001:2007quality standards. Please view our Blog for more certificate documents.

  • Can I use the Cilicon’s pod system/510 carts with a non-Cilicon battery?

    Our pods are only compliant with Cilicon batteries. However, our cartridges feature a standard 510 threaded connection for universal compatibility.

  • Are Cilicon vaping products safe?

    We believe safety and quality are the principal rules for every product that Cilicon provides. All parts that come in contact with oil use materials are compliant with Food and Drug Administration (FDA) regulations and designed special protection for children like child-resistant. Also, every one of our products has been tested for 20+ processes to ensure they are free of harmful chemicals and free of environmental pollution.

  • What are the steps to create the Customized Cannabis Vapes with Cilicon?

    Please check our Customization Page.

  • Does Cilicon Device compatible with thick oil?

    Yes, all of our devices are compatible with all the concentrates on the market. However, due to the differentiative of each concentrate, it will be better to order samples from our sales representative. After you test out our device with your cannabis oil, we can adjust the specification of the device and make the device perform at its best.

Product Questions
  • How to use the cartridge?

    To use the vape cartridge, users screw/press the cart into the battery pen, press the power button to activate the cartridge to heat the cannabis oil, and then inhale. Once the cartridge runs out of oil, users can dispose of it and replace it with another one.

  • How to use the pod system device?

    To use a pod system, users snap in the pre-filled cannabis oil pod to the pod battery, press the button to power up the device (or, with some pod systems, just begin inhaling), and inhale the concentrate. Once the oil in the pod is used up, users dispose of the pod head and replace it with a new one.

  • How to use a disposable device?

    To use a disposable device, with a button actuated device, users press the button to power up the device and inhale the oil. For a breath-actuated disposable device, when you have the device filled with concentrate, you may vape directly. Once the concentrate runs out, users dispose of the device and purchase a new one.

  • If my pod system/disposable/cartridges are clogged, what should I do?

    – If your pod system/disposable/510 cartridge with 510 battery is button activated, please keep pressing the button and inhale at the same time till the vapor is produced.

    – If your pod/disposable/510 cartridge with 510 battery is breathe actuated, please put the product upside down, and blow the air inlet from the bottom for 10 secs till the vapor is produced.

    – If these two options don’t work, please email us at support@ciliconplus.com or contact your sales representative.

  • If my 510 cartridges/pod are leaking, what should I do

     Step 1: Leakage self-check

    1. Leakage happens before capping

    – Was the concentrate filled into the central tube?

    – Was the mouthpiece not capped immediately?

    2. Leakage happens around 4 hours after capping

    – Was the oil temperature too high?

    – Did overfill result in failing to convert the amount of oil into mL?

    – Was the mouthpiece not capped immediately?

    3. Minor leakage after 24 hours (very rare)

    – Was the mouthpiece not capped immediately?

    – Was extended work hours caused labor fatigue?

    4. Leakage happens during a specific period

    – Was the principle of “Fill first, Cap first” not followed?

    – Was extended work hours caused labor fatigue?

    More Leaked cartridge? Airflow clogging? Burned tasted flavor? please refer to another post-Cannabis Vaping Problems and Cilicon’s Solutions.

    Step 2: View the Filling Instruction.

    Step 3: If you purchased a Cilicon product from our distributor, we would refer you back to the place of purchase. If you are working with Cilicon directly, please contact your sales representative. You can also contact us at mailto:support@ciliconplus.com. Once we received your email, our service team will be in touch within 48 hours.

  • Is my battery working properly?

    With a pod system/510 cartridge inserted, the LED light should come on during your inhalation, and you should notice vapor being produced.

Shipping Questions
  • Do you take international orders?

    Yes, international sales are our core competitiveness. We have partners in each of the recreational and medical-legal regions. Most of our partners are from the United States, Canada, the United Kingdom, and Europe.

  • Where is my order shipped from?

    All of our products ship directly from our headquarters manufacturer based in Shenzhen, China.

  • What is the shipping time?

    We cooperate with UPS and DHL for international orders with a discount shipping fee. Delivery time is usually 7-10 business days. We want to make sure the quality of each of the products, therefore all Cilicon products will ship directly from the manufacturer in Shenzhen, China. However, due to the COVID 19 pandemic, the delivery time might delay. Please contact your sales for specific details.