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Blog 丨 2021.02.24

Cilicon FAQs

General Questions 


Where is your headquarters location?

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


Where can I purchase Cilicon Vaping Product?

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 product can only be purchased with the distributor who has Cilicon Authorized License. Visit Our Distributor page, and find the distributor closest to you. 


How to become a Cilicon Plus 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 Distributor, Cilicon+ Designed, and Original Design Manufacturing (ODM) three different partner options. 

Choose what suits you the most, please view more on the Cilicon Partner Plan(CPP) .


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 implement the highest standard of the industry and worked with serval licensed labs for a heavy metal test. 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 andWCA, ISO13485:2016, ISO45001:2018, and OHSAS18001:2007quality standards. Please view our Blog for more certificate documents. 


Will you provide a  vape filling instruction? 

Visit our document download page for filling instruction .


Do you have free samples?

We are happy to provide free 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. 


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 produce. 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.


Are the products warrantied?

Yes, all products are warrantied. Please contact your sales for specific details.


Am I able to purchase a vape product online?

No, Cilicon hasn't actively purchased products online. We attend to protect our customers' rights and interests, Cilicon product can only be purchased with the distributor who has Cilicon Authorized License. Visit Our Distributor page, and find the distributor closest to you.


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 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.


If I have questions, who should I contact?

If you are our customers, Cilicon has special force team for you and this team only serve 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 immediately.

If you are a consumer, please contact the retail store 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. 


Product Questions


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 directly.


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

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

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

If these two options don't work, please email us at support@ciliconplus.com


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

Step 1: Leakage self-check

1. Leakage happens before capping

  • Oil was filled into the central tube.

  • The mouthpiece was not capped immediately.

2. Leakage happens around 4 hours after capping

  • The oil temperature was too high.

  • Overfill resulted from failing to convert the amount of oil into mL.

  • The mouthpiece was not capped immediately.

3. Minor leakage after 24 hours(very rare)

  • The mouthpiece was not capped immediately.

  • Extended work hours caused labor fatigue.

4. Leakage happens during a specific period

  • The principle of "Fill first, Seat first" was not followed.

  • 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. You can also contact us at support@ciliconplus.com. Once we received your email, our service team will be in touch within 48 hours. 


Can I use the Cilicon pods with a non-Cilicon battery?

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


Is my battery working properly?

With a pod/510 cartridge inserted, the LED light should come on during your draw, 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 headquarter 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 5-10 business days. We want to make sure the quality of each of the products, therefore all Cilicon product 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.