FAQ

All sales are final. No returns or exchanges, unless items are deemed defective by the management of the store where the purchase was made within 7 days of purchase. If a product is deemed defective, it will be exchanged for a replacement of the same item. Defective products must be surrendered at the time of the exchange. Thank you.

I have a question about my order, who do I contact?

All inquiries submitted to support@stiiizy.com will be responded to within 72 business hours.

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Do you ship out of state?

STIIIZY batteries and merchandise can be ordered online at STIIIZY.com and they can be shipped anywhere in the country.

It is illegal to ship products containing cannabis directly to patients or consumers. To find your nearest retailer please visit https://www.stiiizy.com/store-locator or https://weedmaps.com/brands/stiiizy. STIIIZY cannabis products are currently only available in California, Nevada and Michigan.

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When will my order be shipped out?

It can take 3-5 business days from the date of purchase for the order to be processed (weekends do not apply as business days).  Our cut-off time for sending orders out is 3 PM (PST), Monday - Friday. Customers may experience a delay in their orders due to the postal services being at max capacity.

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Can I cancel my order?

All online orders are final once placed. Please contact support@stiiizy.com with your order number for any questions. 

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How can I exchange my apparel item for a different size?

As long as the apparel item is unopened, with packaging and tags attached and no damages, we will exchange the exact item for a different size. Only applies based on product availability. Exchanges are valid only while supplies last. 

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How can I return apparel or accessories (excluding batteries)?

All merchandise can only be exchanged for the same item of a different size. Otherwise, all sales are final. For exchanges, merchandise (apparel and accessories, excluding batteries) must be returned in its original condition. Original packaging and tags attached, unworn, no odor, no stains, no damages, unwashed) upon approved inspection, then you will receive confirmation of your exchange once processed.

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My package was not delivered although the status says delivered. What should I do?

Once a package/order has been processed and shipped by USPS, we are not liable for any lost or stolen items. We recommend checking out these tips:

-Allow 36 business hours from the date of said deliverance for the package to arrive

-Check the surrounding area for the package

-Someone else may have accepted the delivery for you

-There may have been a notice of attempted delivery

-Contact your local USPS with your tracking number

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Why did my order not go through but it took money out of my account?

If the billing address and shipping address do not match, then the order will not process successfully.

Please allow 3-5 business days depending on your financial institution for the funds to reflect back into your account.

My pod may be clogged, what should I do?

Clogged pods may occur from time to time. To prevent clogging be sure to recharge the battery often so that it is always working at its optimum heat level. We recommend charging the battery on low voltage for 30-45 minutes.

Also check out these other troubleshoot and care tips:

-To clear clogs, try dry hitting it, meaning pull on the pod without the battery.

-Do not charge the battery with the pod inserted.

-Make sure the battery is fully charged before use.

-Do not use the product while the battery is charging.

-Keep pods and batteries away from extreme heat or cold, and humidity.

-Replace pods before they are completely dry to avoid overheating.

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My pod may be leaking, what should I do?

Minimal leakage may occur from time to time. Use a cotton swab with a small amount of rubbing alcohol to clean residue and see if the problem persists.

To prevent leaking, follow these care tips for pods:

-Keep pods and batteries away from enclosed small spaces, extreme heat or cold, and humidity.

-Do not store pods upside down.

If leakage persists or is excessive, please contact us at support@stiiizy.com.

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Is my battery working properly?

With a pod inserted, the white LED light should come on during your draw, and you should notice vapor being produced.

Where can I purchase STIIIZY Starter Kits/BIIIG?

To find your nearest retailer please visit https://www.stiiizy.com/store-locator or https://weedmaps.com/brands/stiiizy

You may also find STIIIZY batteries on our online store https://www.stiiizy.com/pages/stiiizy

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Are the batteries warrantied?

STIIIZY Starter Kits and BIG Batteries purchased online comes with a 30-day limited warranty from the original date of purchase. Please keep the original receipt and bring it with you to the store where you bought the battery. If purchased from STIIIZY.COM, please contact us at support@stiiizy.com to set up your return.

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How do I return my battery for a refund?

All sales are final unless the battery is defective. We won't approve a replacement if the battery is physically damaged in any way. If we receive a physically damaged battery, we will not be able to return it. Please contact us at support@stiiizy.com for further information.

Battery must be in the original condition it was received and please include the purchase receipt or order number.

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

The STIIIZY system is proprietary and our pods are only compliant with STIIIZY batteries.

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How do I know when to charge my battery?

When the LED light turns red, it is time to charge your battery.

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Is there a proper way to charge the battery?

Use the USB cable provided and plug into the port located at the bottom of the battery. Remove once fully charged. The LED light will turn from red to white. Do not connect a pod to the battery while charging, and do not attempt to use it while charging.

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How will I know my battery is fully charged?

The LED light will turn from red to white when fully charged.

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What is the set temperature for the battery?

The temperature is set at 400 degrees Fahrenheit.

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What are all the possible light indications on my battery?

SOLID RED = charging is required

BLINK RED TWICE = bad pod connection. Check pod/battery prong connectors and make sure they are clean.

SOLID WHITE = charging is complete

BLINK TWICE WHITE = pod is properly inserted, ready for use

SOLID WHITE = during draw

My LIIIL STIIIZY battery died before the oil finished...

Clogging may occur with LIIIL STIIIZY disposable pens from time to time. Checkout these troubleshoot and care tips for assistance:

-Pull softly and slowly for 5-7 seconds until you hear the airway clear up.

-Keep the pens away from extreme heat or cold and, and humidity.

• How long does it take to charge the power bank?

It is recommended to charge your power bank for about 2 hours once fully depleted.

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• How do I know if my power bank is functioning properly?

Insert the battery into the case and start charging the battery, the light indicating the current capacity of the case will be always be on and the 4 LED will flash. When the battery is fully charged, no LED lights will appear.

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• What is the energy capacity of the Power Case?

Battery capacity of 750mAh.

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• I lost my usb adapter, what should I do?

You can purchase a replacement USB adapter on our website HERE.

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• What’s included?

The STIIIZY Power Case package includes one PPC kit, one USB adapter, and one USB charging cable. *Pods and Batteries Sold Separately

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• Can I store STIIIZY pods inside the power Case?

The Power Case holds one STIIIZY starter kit and storage space for two pods.


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• Is the power Case compatible with the BIIIG battery?

No

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• How do I return my Power Case for a refund?

All sales are final unless the Power Case is defective. We won't approve a replacement if the Power Case is physically damaged in any way. If we receive a physically damaged Power Case, we will not be able to return it.

Power Case must be in the original condition it was received and please include the purchase receipt or order number.

Please contact us at support@stiiizy.com for further information.

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• If I continue to have issues with the Power Case, what should i do?

For other issues concerning your Power Case, please contact us at support@stiiizy.com.

What is the shelf life of LIIIT/LIIIT preroll? 

Our LIIIT pre-rolls have a shelf life of 1 year from the packaging date. We suggest using your LIIIT preroll within 6 months of your purchase date; however, the condition of our pre-rolls can change due to storage conditions (temperature) and/or other natural occurrences. These conditions can change depending on the retailer you are purchasing from.

Why did the concentrate in my pod change color?

STIIIZY only uses the highest quality cannabis oils and botanical terpenes. Changes in coloring occur naturally over time and do not impact purity, potency or effectiveness of the products.

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How long do the half and full gram pods last?

How long pods last will vary from user to user depending on frequency of use and length of draw.

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Are the pods warrantied?

STIIIZY pods purchased at a licensed retailer must be full or nearly full to qualify for an exchange. Empty or significantly used pods do not qualify for an exchange.

-Full or nearly full pods may be replaced for the following reasons;

-Cracked or leaking pod.

-Clogged pod.

-Pod not making connection with the battery.

-Pod not producing smoke.

You must keep the original receipt and bring it with you to the store where you bought the pod.

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When should I replace an old pod for a new pod?

We recommend replacing your used pod before it is completely dry or empty to avoid overheating the coils.

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Why are live resin pods dark?

Live resin pods are darker because they are a true pure live resin that is distillate-free. As a result, the color is dependent on the strain. The color of the oil does not affect the quality or potency of the pods.

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Why are Live Resin/CDT pods out of stock? 

Our Live Resin and Cannabis Derived Terpene pods are made artisanal in small batches from carefully grown crops. Because of this, flavors may change seasonally.

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Packaging changes 

As laws and regulations are constantly changing, we regularly update our packaging to comply. The safest way to ensure the STIIIZY product you are purchasing is authentic is to ensure the retailer is licensed. 

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Different packaging for different states 

Each state has different laws and requirements for packaging, so there may be differences in packaging in order to comply.

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Where can I purchase STIIIZY pods?

 STIIIZY cannabis products are currently available in California, Washington, Nevada, Michigan and Arizona. To find your nearest retailer please visit https://www.stiiizy.com/store-locator or https://weedmaps.com/brands/stiiizy.

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How much do pods cost?

Prices may vary by dispensary or delivery service as independent retailers set their own prices. To find your nearest retailer please visit https://www.stiiizy.com/store-locator or https://weedmaps.com/brands/stiiizy. STIIIZY cannabis products are currently only available in California, Washington, Nevada, Michigan and Arizona.

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Do all pods have a CA label?

No. Packaging will vary from state to state based on different laws and regulations. To ensure the STIIIZY products you are buying are state-regulated and lab-tested is to purchase from a state-licensed retailer. Please visit our website or @weedmaps to find your nearest STIIIZY retailer.

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How will I know if I purchased a counterfeit product pod/battery?

The safest way to ensure that the STIIIZY product you purchased is a state-regulated, lab-tested cannabis product is to make sure the retailer is a state-licensed dispensary or delivery service.

We encourage you to ask the retailer for its state license number and to verify it with your local cannabis authorities. Please note that STIIIZY cannabis products are currently available only in California, Nevada and Michigan. In California, to verify if a retailer is licensed you can visit the 

Bureau of Cannabis Control website at https://bcc.ca.gov/consumers/weedwise.html.

In an effort to combat counterfeits, STIIIZY is continuously improving its packaging. We recently introduced QR codes in some of our packages and expect to have them on all new packaging in the near future. You can learn more at https://verify.stiiizy.com.

If you believe you've been sold a counterfeit STIIIZY product, please email us at support@STIIIZY.com with the following:

-Photos of the packaging; front and back.

-Photos of the pod and/or battery; front, back, top and bottom.

-Name and contact information of the retailer, or Weedmaps link, where you purchased the product.

Are BIIIT gummies vegan? 

Because they are processed within the same facility as dairy and nuts, cross-contamination may occur.

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Does BIIIIT contain peanuts?

It’s not recommended for customers to consume BIIITs if they have an allergy to peanuts.

Are vaping products safe?

Product safety and quality are top priorities for STIIIZY. All our products are tested by state-licensed, independent labs to ensure they are free of harmful chemicals such as Benzine, pesticides and metals. We also maintain the highest quality by only using the purest cannabis extracts and botanical terpenes. We do not add “fillers' ' such as vitamin E acetates to our products.

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Am I able to purchase wholesale/bulk?

Wholesale or bulk orders are only available to licensed retailers in California, Washington, Nevada, Michigan and Arizona.

If you are a licensed retailer in any of these states, please send us a copy of your state business license and contact information to support@STIIIZY.com, and we will forward it to our wholesale department for follow up.

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I can’t find any STIIIZY near me. When will you be expanding?

We are currently available in California, Washington, Nevada, Michigan and Arizona. We are hoping to continue expansion, however, we do not have a definitive timeline of this at this time. The best way to stay updated is by following us on Instagram @stiiizy!

When to use: Visual Tracking Only (No Route Protect)

Route is a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email for tracking numbers, as Route makes it easier than ever to follow along with your package’s journey. 

Haven’t downloaded the app yet? Download here

When to use: Route Package Protection Only - No Route Track or Engage enabled

Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer. 

Purchased Route Protect and need to file a shipping issue? File here

When to use: Route Package Protection and Visual Tracking 

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

Purchased Route Protect and need to file a shipping issue? File here

- The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Haven’t downloaded the app yet? Download here

 When to use: to answer general shipping, tracking, and issues questions

- Where is my order?

Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

- Route Refunds vs Reorders

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free! 

- What are Route’s Policies?

All policies are listed here 

- Marked As Delivered (Stolen)

Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered 

Orders over $100 USD require a police report

- Stuck In Transit (Lost)

Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date

Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

- Damaged

File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

- What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route package protection at checkout. 

When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

- What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout. 

When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support@stiiizy.com and we will be happy to work with you to remedy the situation.

- How do I file a shipping issue for my lost, stolen or damaged order?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here

Haven’t downloaded the app yet? Download here

- Does Route Protect cover stolen items?

Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

- What are Route’s terms and conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

- Is Route a licensed insurance company?

Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.

You will receive an email if your order is over $200 due to potential fraudulent issues, and you will have 30 days to confirm your purchase or it will be canceled.

For any other questions or concerns please contact us at support@STIIIZY.com.