Electronic Cigarettes FAQs | INCIG

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Ordering

Placing the Order

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We prefer you to place your order ONLINE, but if you are unsure about the product then please feel free to call us on 0844 870 6753.

Any order under £45 will be subject to a £4.10 postage & packaging cost. Any orders over this value then the shipping is FREE of charge. All our orders are shipped using via Royal Mail.

Please note, the above shipping prices only relate to shipping within the UK.

If you are outside the UK we would ask that you contact us via the support email address :- support@incig.co.uk.

Who can buy our products?

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You must be 18 years or older and live in the United Kingdom or Europe to purchase INCIG. You must also have a valid Visa, MasterCard Credit Card or debit cards.

What company name will appear on my statment of PayPal receipt?

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Innovations Cigarettes Ltd will appear on statements and receipts.

Where is my invoice / order confirmation?

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Order confirmations, tracking information and invoices are automatically e-mailed to customers. You may need to check your e-mail Spam or junk folder if you are unable to see messages in your main inbox.

Shipping

Where do we ship to?

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We ship anywhere within the United Kingdom, Ireland, and continental Europe. Special orders to other countries can be arranged by contacting our customer service at support@incig.co.uk

Can I get free shipping?

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Shipping is free on orders over £45 within the UK. Any order under that amount will incur a normal shipping fee of £2.99 and will still be shipped via Royal Mail Recorded Delivery.

What is the average shipping time?

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We aim to ship most standard orders within 3 business day after your order is placed. If this is not the case due to unforeseen circumstances we will contact you. All shipping is done through Royal Mail where delivery time is typically 5 days from pickup to delivery (this is subject to Royal Mail terms). When you order has been shipped, you will receive an email confirmation with a tracking number (as long as your order is over £20) for you to trace the parcel. INCIG ships to anywhere in the UK, Ireland and continental Europe. Special orders to other countries can be arranged by contacting customer services at support@incig.co.uk.

How much is they delivery charge?

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•Orders over £45.00 are delivered for free by Royal Mail 1st Class Recorded Delivery*

•Orders under £45.00 – £2.99 by Royal Mail 1st Class Recorded Delivery*

•Deliveries outside the UK need to be ordered via our support team who will confirm the exact shipping amount needed to be paid. All shipping is priced by Royal Mail.

About INCIG e cigarettes

Where can I smoke an INCIG e cigarette?

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E-cigarettes are not a traditional cigarette and do not burn tobacco so it is not regulated by the smoking bans which are imposed in bars, restaurants, planes and offices. INCIG electric cigarette produces water vapour that is odourless and disappears in seconds.

How does INCIG e cigarette work?

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Inhale as you would with a normal cigarette, airflow is detected by a sensor that activates a heating element and vaporises a nicotine solution stored in the mouthpiece. The vaporiser then releases simulated smoke”.

Are INCIG electronic cigarette healthier than a traditional cigarette?

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Normal cigarettes contain over 4,000 harmful chemicals . The e cigarette provide the user with a small dose of nicotine in the form of water vapour, thus significantly reducing the health risk to the user.

What are the effects of nicotine in e cigarettes?

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The effects of nicotine are stimulation, a feeling of relaxation, calmness, and alertness. These effects can last from minutes to hours, and nicotine is considered habit forming and addictive. The carcinogenic properties of nicotine in a standalone form, separated from tobacco smoke, have not been evaluated by the International Agency for Research on Cancer/IARC.

Can I use an electronic cigarette to stop smoking?

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This is a very common question and the official answer is ‘NO’ because electronic cigarettes are not ‘smoking cessation’ devices or licensed pharmaceutical products. INCIG market the e-cigarette as a ‘smoking alternative’.

Are INCIG electronic cigarettes regulated?

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Yes! There are lots of inaccurate information concerning e-cigs, mainly on the internet and in the tabloids. Such information insinuates that that e-cigs are not regulated, but the term ‘not regulated’ is very misleading and very inaccurate.
Sales of electronic cigarettes are covered by the General Product Safety Directive (GPSD) and general consumer protection laws. The INCIG e-cig is regulated by several government bodies including CHIP, COSHH, NMO and Trading Standards. Our products are inspected, tested and analysed for possible toxicity and dangerous contaminants. e-cig ARE regulated in the UK.
The INCIG e-cig is not regulated as a medicine because the device is not a pharmaceutical product and thus cannot be regulated by the Medicines and Healthcare products Regulatory Agency (MHRA).

What are the main ingredients in INCIG electronic cigarettes?

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UKAS accredited laboratories conduct testing for INCIG and hundreds of other similar tests have been carried out within the industry, as well as independent government testing.
The multitude of tests demonstrates precisely what is in the liquid ingredients:
•Propylene Glycol (PG) CAS 57-55-6
•Vegetable Glycerine (VG or ‘Glycerol’) CAS 56-81-5
•Nicotine CAS 54-11-5
•Food-standard flavourings

What is Propylene Glycol?

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This is an odourless, colourless and slightly sweet organic binding agent. Commonly referred to as PG and sometimes listed as ‘propane-1,2-diol’ in research articles, Over 70 years of research has been conducted on PG proving that it is safe for human inhalation over long periods of time and the reason PG is used as the base compound for asthma inhalers.

Propylene Glycol and Vegetable Glycerine have been classified as GRAS (Generally Regarded As Safe) and do not represent a cancer hazard. PG attracts moisture which can lead to the drying of the throat and causes it to feel sore.

This usually passes after a couple of days and drinking more fluid may help relieve the symptoms. If you are allergic to PG we recommend that you seek the advice of your GP before purchasing or using the INCIG e-cigs.

Is the INCIG electronic cigarette suitable for vegetarians?

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Yes. The INCIG e-cig main ingredients are; Propylene Glycol, Vegetable Glycerine, Nicotine and Flavourings, and is therefore suitable for vegetarians.

Is there any danger of passive smoking?

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No. There is no physical smoke with the INCIG e-cig  which means there is no passive or second-hand smoke. – See more at: http://www.incig.co.uk/faq-s/faq24/#sthash.qNKf3SrA.dpuf

Why is the INCIG electronic cigarette better than other brands?

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INCIG premium ingredients and flavourings have been exclusively created for the INCIG brand. Most e-cigarette suppliers are ‘home-run’ ventures or small scale businesses that import poor products and of low quality.
Our products are premium quality and we pride ourselves in offering the best products within the market.

Does INCIG offer discount codes or customer rewards?

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Yes! Discount codes and special promos are posted to our Facebook page: www.facebook.com/incig.co.uk
With INCIG special promotions you can receive discounts of up to 60% off the retail prices.

Charging the Battery

How do I know when a battery needs recharding?

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The cigarette tip will blink several times when it needs to be recharged. Please note your battery will also blink 5 times when it is being overused. If this occurs, slow down your smoking intervals.

Does the e cigarette produce real smoke?

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INCIG produces an odourless and harmless water vapour, that looks and feels like smoke but disappears very quickly.

How long does it take to fully charge the battery?

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A fully discharged battery should take around 1-3 hours to fully recharge. You can recharge your batteries via the Personal Charge Case (PCC) or USB charger included in your starter kit. We would recommend that for the initial charge, you charge this for 8 hours to maximise the battery.

How long should the battery last between charges?

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A fully charged battery should last approximately 1 hour if continually puffed, or around 220 puffs. Please see information above regarding charging your batteries.

Why does the battery tip flash?

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The battery tip flashing is a low power indicator. You will need to recharge the battery if the tip starts flashing. It can also indicate that you are inhaling to frequently, and need to reduce continuous usage.

Battery safety information?

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The INCIG e-cig has a safe-circuitry and overcharge protection built within its housing. However, storing your battery or using your battery incorrectly may damage the incorporated safety features.

Important Battery Safety Information:-

•Never leave a battery charging while unattended

•Never charge a battery for longer than stated

•Never charge with a modified charger

•Never disassemble a battery

•Never charge a battery with a damaged adaptor

•Never charge or leave the battery in the charger overnight

•Never charge with an unspecified charger

•Never attempt to modify the battery

•Never attempt to charge a battery that has been dropped or damaged

•Always use the adaptor supplied with your battery

•Always keep your batteries away from extreme sources of heat

•Always recharge the battery if fully discharged

•Never dispose of batteries in fire or water

•Always beware of static electricity

•Never place a battery next to mobile phones, e-readers or magnetised objects

Why is my battery not charging?

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Make sure that the threads of the battery and USB charger are clean. A build up of dirt on the threads will prevent a proper connection and may also damage battery cells. INCIG recommend that you regularly clean the battery thread by wiping it with a hankie.

If an INCIG e-cig battery is stored in a fully discharged state it will fail to recharge. Storing or placing an INCIG e-cig battery next to magnetised objects such as mobile phones, e readers, sat navs or even keys could damage the battery cells. If the battery fails to charge, a new battery will be required.

Batteries are consumable and approx. lifespan is around 2-3 months subject to user handling and care. If your battery is more than a couple of months old we recommend for maximum performance you replace the battery.

How often should I replace my batteries?

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INCIG premium quality batteries are built with lithium-ion technology and regular replacement of these items is recommended to maintain optimum performance. We recommend you replace your batteries every 2-3 months which will make certain that you achieve the optimum performance out of your battery and cartomiser.

How do I know if I am over using my INCIG e cig?

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With a traditional cigarette, the average smoker normally takes several proper inhales while the rest of the cigarette burns away. As the e-cig has no tobacco unlike a traditional cigarette, the INCIG e-cig creates no fumes or flames; therefore the unit remains the same other than having no tip glowing.

We recommend limiting the number of inhales to 7 per session with each inhale lasting 2 to 3 seconds. We regard this as consuming 1 cigarette. The best way to make the most of the INCIG e-cig is to use it at the times when you would have a traditional tobacco cigarette. If you usually smoke a cigarette every hour, then only use the INCIG e-cig once per hour.

The INCIG e-cig is convenient which makes it very easy to take extra puffs without even noticing. A clear indication that you are overusing the INCIG e-cig is if you need to recharge batteries frequently and are using too many Cartomisers.

How do I smoke the INCIG electronic cigarette?

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‘Smoking’ the INCIG e-cig is really called ‘vaping’ as there is no physical smoke only vapour. We suggest you follow these simple techniques:

•Hold the INCIG e-cig at a downward angle to ensure maximum vapour intake.

•Initially take 3-4 quick puffs to get the e-liquid flowing.

•Then take light, slow, steady puffs for optimal results

•Holding the vapour back for a minimum of 2 to 3 seconds allows the nicotine and flavours to absorb

•Inhaling the vapour into your lungs provides a deeper nicotine throat hit, where holding the vapour in your mouth like a cigar, will enhance the taste

•Taking 7 puffs, each lasting 2 to 3 seconds is classed as having 1 normal cigarette

•Inhaling steadily for 4 to 5 seconds will deliver an even stronger hit

•Avoid drawing too hard or too fast, as this will limit vapour flow and nicotine delivery

How do I store the INCIG e cig?

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For safety reasons keep out of reach of children and pets. We recommend the battery should be stored in the INCIG box provided or in the optional hard case (PCC), away from sources of heat and direct sunlight when not in use.

If you are not a regular user or only plan on using the INCIG e-cig occasionally then always make sure you charge the battery fully before storing. The battery should always be recharged when depleted.

Cartomiser refills are not intended to be stored for a prolonged period of time in a domestic environment and are best consumed within one month of purchasing.

Refills should be stored out of direct sunlight and away from sources of heat and humidity, preferably in a cool, dark cupboard or drawer. Refills are sealed with an outer wrapper to preserve their freshness, but refill contents will start to degrade and evaporate in a domestic environment.

INCIG have special storage facilities to preserve the integrity of ingredients. Consumable products are only transferred to our central distribution centre when new stock is required. Our storage and production process assures only goods in peak condition are received by customers.

Refill Cartomisers

What are INCIG disposables?

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INCIG disposables have been cleverly designed for those e-smokers who want the great feeling of the e-cigarette, but want the hassle free approach, from regular charging. They are larger in length and diameter than our standard e cigarette but can last over 300 puffs! Due to their life expectance, after they run out of battery and vapour, just dispose of them. The disposable does have a shelf life, however these do not need to be used in one period, once used they are fit for purpose for up to 2 weeks. Ideal for those holidays away!

How long does an INCIG refill last?

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Each INCIG refill is the equivalent to 30 tobacco cigarettes. Each should last upto 300 puffs, depending on your smoking habits. Our refills are 100% compatible with SKYCIG BLU and Nicolites

What are the ingredients in the E-liquid refill?

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Refills contain propylene glycol, flavouring, nicotine and other safe flavouring ingredients. Refills come in a number of flavours and nicotine volume to ensure we caterer for most needs. Propylene glycol is a water based ingredient found in many health products and medicines.

What are the nicotine levels in an INCIG refill?

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We sell refills in 3 difference strengths. The strongest strength is a 18mg HIGH, followed by a 12mg MEDIUM, and 6mg LOW. All kits come with at least 1 of each milligram.

What flavours are available in INCIG refills?

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Traditional Tobacco, Royal Tobacco, Virginia Tobacco, Vanilla, Cherry, Cinnamon & Menthol.

What strength of refill should I choose?

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Cartomiser refill strength is sometimes trial and error. We provide the following purely as a guide and we would ask you check out our comparison chart.
•Strong 18mg –  20 + cigarettes per day (Marlboro Red)
•Regular 12mg -10 to 20 cigarettes per day or trying to limit nicotine consumption (most popular)  (Marlboro Light)
•Mild 6mg (per ml) – 10 cigarettes or less per day or trying to limit nicotine consumption
•Zero 0mg – Nicotine-free solution

How can I get a stronger nicotine hit?

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You need to ensure you are using the correct strength of filter. The Strong 12mg (per ml) is our most popular nicotine strength.
Taking quick puffs will be less effective and nicotine will not readily absorb. Each inhale should be slow, steady and last for a minimum of 2 seconds.
Hold the vapour back for a couple of seconds before slowly exhaling. Taking a longer inhale of around 5 to 6 seconds will help deliver a stronger nicotine hit.

How do I know when the cartomiser needs changing?

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There are a number of signs which indicate the Cartomiser needs to be changed. The volume of vapour will start to reduce and the vapour will not be as deep, and the flavour may start to taste bitter.
However, before you choose to disregard the refill we would advise that you check to see if the battery has adequate power. For maximum vapour we would recommend that the battery is in perfect working order.
An undercharged, damaged or old battery will not vaporise the refill ingredients efficiently and ultimately this can lead to loss of vapour and the need to replace Cartomisers more regularly.

Face Book Info

Can I ask a question on the Facebook page?

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Yes, but we can only assist with general questions through Facebook. The INCIG Facebook page helps us interact with INCIG customers, post monthly Discount Codes, Daily Promos and keep everyone updated on products or news. INCIG customers also interact, help each other and offer advice which makes our Facebook page an exciting community.

Some questions and enquiries are better handled by e-mail or phone including

Account, order queries, delivery or warranty questions – e.g:-

•Where is my delivery

•My charge case isn’t charging

•My battery doesn’t work

•My cartomiser/battery is not lastingSuch issues as order numbers, personal details, tracking numbers etc will not be discussed via Facebook as this breaks data protection laws.

This means our reply would be limited and posts cannot be answered fully. We have a customer services team that handles all these enquiries and our customer support process helps keep your details private.

Posts which are not permitted: Rants or posts that abuse, threaten or harass staff or INCIG.

Posting or promoting competitor companies or links to their websites. These posts will be deleted without notice and the person responsible will be removed/banned from our INCIG Facebook page.

Why have you deleted my post?

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Posts that may be removed from our Facebook page:

•If it contains obscene language or is likely to offend other viewers

•If the post attempts to direct  INCIG’s customers away from INCIG’s Facebook page or website

•If the post is a abusive

•If a reply is likely to break data protection laws: All account, order queries, delivery or warranty questions should be addressed by e-mail or phone

•If it contains external links

•If the post is abusive, threatens or harasses staff or INCIG. These posts will be deleted without notice and the person responsible will be removed/banned from our VIP Facebook page.

•If the post promotes a competitor company or Facebook page. These posts will be deleted without notice and the person responsible will be removed/banned from our INCIG’s Facebook page.

If the post contains advice that in INCIG’s opinion is harmful to customers and viewers, and the person responsible may be removed/banned from our INCIG’s Facebook page.

•At the discretion of INCIG.

Why have I been removed / banned from your Facebook page?

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Members may be removed/banned from our Facebook page without warning or notice for any of the following reasons:

•Repeatedly violate INCIG’s Facebook posting rules

•Post external links

•Make posts that abuse, threaten or harass staff or INCIG.

•Post advice, that in INCIG’s opinion, is harmful to customers or viewers

•In INCIG’s opinion, post SPAM or advertisements

•Attempt to direct INCIG’s customers away from INCIG’s Facebook page or website

•At the discretion of INCIGCompany Info

Company Information

How do I contact you?

For general enquiries please use the contact form provided.

You should receive a response within 24 hours, subject to INCIG’s opening times. Our Customer Service team will be happy to help you.

What is INCIG’s returns & refunds policy?

Please view our Returns & Refunds Policy.

What warranty is available?

Please see our Warranty information page for details.

IF THEIR ARE ANY QUESTIONS WHICH YOU FEEL ARE STILL UNANSWERED PLEASE EMAIL OUR CUSTOMER SERVICE TEAM VIA THE CONTACT FORM AND WE WILL ENSURE THESE ARE ANSWERED COMPREHENSIVELY.

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