Customer Care Club

Register Your Device
All of our devices come with a Lifetime Warranty. Register your device now and stay up to date on all of our product releases, dispensary drops, giveaways and more!
Let’s make it official! 

Don’t forget to register your device using the form at the top of the page. Devices will only be eligible for warranty coverage if they are registered in our system.

Let us know what’s going on

Customers should fill out the warranty form found at the bottom of this page. We’re so sorry you’ve run into a problem with your device and we want to be given the chance to make it right, but first we need to know what issues you’re having.

WHATS NEXT

Once we receive your request, we will send you an email to confirm your shipping address. Make sure you respond to this email, we won’t be able to send out your new device until you do. Plus there may be even a little something special waiting for you inside as well!

We’re on our way!

After you’ve confirmed your shipping address we will send your new device out to you right away! Now just sit back and relax, because we’re on our way to save your cannabis day.

Let us know how we did

Keep your eyes on your inbox because we’ll be reaching back out shortly to ask you about your experience. Customer happiness is our top priority, so let us know how we’re doing and we’ll send you a thank you gift!

Warranty Claim
Use this form to file a warranty claim for your device. Please be sure to register your device using the form at the top of the page BEFORE filling out a claim. A member of our team will take a look at your claim and be in contact with your shortly!
Click or drag a file to this area to upload.

NEW NORMAL LIFETIME LIMITED BATTERY WARRANTY

The Battery (“Battery”) for our New Normal Device (“Device”) comes with a lifetime limited warranty from the date of retail purchase by the original purchaser.

Insert instructions here to register the Device.

  1. WARRANTY DETAILS:

NEW NORMAL provides a lifetime limited warranty on the Battery to the original purchaser (“Customer”) against defects in materials or workmanship under normal use for the lifetime of the device from the date of retail purchase by the original purchaser. The warranty is non-transferable. The NEW NORMAL warranty applies only to the Battery included with a Device purchased through an authorized retailer serviced by an authorized distributor.

  1. THIS BATTERY WARRANTY COVERS:

NEW NORMAL will replace your Battery at no charge if there is a defect in materials or workmanship, with the exceptions stated below. This warranty runs for the lifetime of the battery from the of date of purchase.

  1. This battery warranty does not cover:
  • Everyday wear and tear due to normal usage, including but not limited to deterioration in finish or appearance or accidental damage caused by dropping or other careless handling of the Battery.
  • Damage caused by misuse, physical damage, or neglect.
  • Damage caused by attempted use with tobacco, tobacco products, tobacco substitutes, or e-liquids.
  • Damage caused by any apparent attempt to either open or disassemble the Battery or carry out unauthorized repairs.
  • Damage caused by failure to properly observe the operating instructions.
  • Damage caused by attempts to modify or alter the device.
  • Cosmetic damage.
  • Damage caused by natural disasters, acts of God and other forms of force majeure.
  • Damage caused by exposure to moisture, liquids, rain, water, flood, fire, accident, extreme humidity, extreme thermal exposure, dirt, sand and other extraneous environmental conditions.
  1. WARRANTY INSTRUCTIONS

In the event your battery stops working or is not working the way it should, please contact our Customer Support directly at [Phone number and/or Email address], or fill out a Battery Warranty Claim Form.

Proof of purchase will be requested before warranty service will be provided. Retain for your records the original purchase receipt showing place, date and time of purchase through an authorized retail seller.

Once your Warranty Claim has been submitted and verified, our Customer Support will reach out to you by phone. We may request additional details from you, including photos and/or videos to determine whether replacement is necessary. If our Customer Support cannot troubleshoot the issue over the phone, we will send you a return shipping label for your defective Battery and ship out a new one.

All Batteries approved for warranty replacement must be returned to us before a replacement Battery will be provided. The Battery should be placed in a bubble wrap protective envelope, or similar suitable packaging material, with the shipping label affixed.

NEW NORMAL will use its commercially reasonable efforts to, within a period of no more than 14 working days from receipt of the return package, ship out a replacement Battery at our expense, via a standard delivery service. We will provide you with the tracking details.

In the event that a Battery is incorrectly returned to us under warranty and no defects are discovered, the Customer will be liable for any costs associated with the examination and return of the Battery at the sole discretion of NEW NORMAL.

LIMITATIONS AND EXCLUSIONS

NEW NORMAL HEREBY DISCLAIMS ALL WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, ANY IMPLIED WARRANTIES WITH RESPECT TO THE PRODUCTS AND SERVICES LISTED OR PURCHASED FROM NEW NORMAL, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND SECURITY. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, NEW NORMAL HEREBY EXPRESSLY DISCLAIMS ALL LIABILITY FOR PRODUCT DEFECT OR FAILURE, CLAIMS THAT ARE DUE TO NORMAL WEAR, PRODUCT MISUSE, ABUSE, PRODUCT MODIFICATION, IMPROPER PRODUCT SELECTION, NON-COMPLIANCE WITH ANY CODES, INTELLECTUAL PROPERTY INFRINGEMENT OR MISAPPROPRIATION. NEW NORMAL MAKES NO WARRANTIES TO THOSE DEFINED AS “CONSUMERS” IN THE MAGNUSON-MOSS WARRANTY ACT.

IN THE EVENT OF ANY PROBLEM WITH THE DEVICE OR ANY OTHER PRODUCTS THAT YOU HAVE PURCHASED FROM NEW NORMAL, YOU AGREE THAT YOUR SOLE REMEDY IS TO SEEK A RETURN OR REPLACEMENT IN ACCORDANCE WITH THIS POLICY.

For use by adults only. The Device is exclusively for use with New Normal . Tobacco cannot be used with the Device. It is not designed or sold for use with tobacco, or any tobacco product, or as a tobacco substitute and does not allow for the use of e-liquids or nicotine replacement products. Any attempt to use the vaporizer with e-liquids could result in damage to the Device itself and is accordingly not covered by any warranties – express or implied.

RETURNS AND REFUNDS

Should you purchase your Device or other NEW NORMAL branded products from an authorized reseller, your return will be governed by the return policy of such authorized reseller.  You may not return a Device purchased from an authorized reseller directly to NEW NORMAL.