Frequently Asked Questions
You have questions. We have answers. Get the scoop on who we are, what we do, and everything in between.
- General Information
Who is NJOY?
NJOY is a pioneer in vaping and a leader in revolution against combustible cigarettes. The brand was founded in 2006 and has continued to serve as an innovation and thought leader in the vaping industry. The company also holds a contract with the National Institute of Drug Abuse (NIDA) to supply a standard research electronic cigarette for use in independent, government-funded clinical studies in leading academic institutions in the U.S. - a project with enormous potential to improve the lives and well-being of smokers in the United States and across the world.
How do I contact NJOY?
What is an e-cigarette?
A battery-operated device that contains e-liquid and an atomizer (a heating element). When you draw from the mouthpiece, the heating element – powered by a battery – aerosolized the e-liquid. The e-liquid generally includes nicotine, glycerin, propylene glycol and flavorings, and many NJOY products also contain lactic acid. Please see the specific product for any other ingredients
What is a vape device?
A vape device consists of a rechargeable battery and a tank or pod that screw together. It’s powered on and off by the user via a button or by drawing on the device. The tank is filled with e-liquid heated by the atomizer inside the tank. The result is a flavorful, satisfying vapor.
What is e-liquid?
The main ingredients by volume in NJOY’s vape e-liquids are propylene glycol (PG) and vegetable glycerin (VG). Additional ingredients include nicotine and flavorings. The e-liquid in all flavors of the NJOY Daily, Loop & Ace products also contain lactic acid. We also offer Smooth Blend which are formulated with 1,3 Propanediol, an alternative to Propylene Glycol. Some users find this formulation to have a smoother taste and a less harsh throat hit. All of NJOY’s e-liquids are made in the USA with domestic and imported ingredients, and contain pharmaceutical grade PG, VG and nicotine.
How much nicotine is in NJOY products?
- NJOY Daily - Available in 8 different flavors and three different strengths:
- Original (4.5% nicotine by weight)
- Smooth Blend (4.5% nicotine by weight)
- Extra (6.0% Nicotine by Weight)
- NJOY Loop - Available in 4 different flavors:
- Loop Pods (4.5% nicotine by weight)
- NJOY Ace - Available in 4 different flavors:
- Ace Pods (5% nicotine by weight)
- NJOY King - Available in 3 different flavors:
- 3.0% nicotine by weight
- NJOY Pre-Filled Tanks - Available in 6 different flavors and four different strengths:
- 10 MG/ML or 1.0% nicotine by volume
- 15 MG/ML or 1.5% nicotine by volume
- 25 MG/ML or 2.5% nicotine by volume
- Smooth Blend 15 MG/ML or 1.5% nicotine by volume
Where are NJOY e-liquids made?
NJOY e-liquids are formulated and blended in the U.S. with domestic and imported ingredients and pharmaceutical-grade vegetable glycerin, propylene glycol and nicotine.
- General Health & Safety
Will NJOY help me quit smoking?
NJOY products aren’t intended or marketed as smoking cessation aids. To quit smoking, talk to your doctor and research other available resources such as smokefree.gov.
How do I dispose of my NJOY product?
Recharge and vape batteries can be taken to any local battery collection site. Visit www.epa.gov/osw/conserve/materials/battery.htm to find one near you.
Some of your products now list lactic acid in the ingredient list, why?
Lactic acid is used in certain products to optimize the throat hit as well as the overall experience & satisfaction.
Will I have an allergic reaction?
Each individual is different and can have different sensitivities to any kind of chemical substance. If you have any concerns regarding your own health, consult your physician. Read our warning.
Why are NJOY products not intended for those who take medication for depression?
To find if NJOY is the right fit for you, please contact your physician. You may also find additional information by reading our warning.
- NJOY Daily
How long does an NJOY Daily last?
It varies. A number of factors will affect the lifespan of the Daily: the length of your draw, the strength of your draw and how often you use it. Typically a Daily should last around 300 puffs for most standard users.
How should I store my NJOY Daily?
NJOY Daily is preserved best at room temperature when stored in the Flavor Freshness Seal they come in.
- NJOY Pre-Filled Tanks
How long does a Pre-Filled Tank last?
It varies. A number of factors will affect the lifespan of the Pre-filled Tank: the length of your draw, the strength of your draw and how often you use it.
How should I store NJOY Pre-Filled Tank?
NJOY Pre-Filled Tanks are preserved best at room temperature when stored in an upright position.
Is the color of the NJOY Pre-Filled Tank e-liquid the same as the color shown on the box?
No, NJOY does not use dyes to color our e-liquid. The color displayed on the box is an artistic representation of the flavor, not the actual color of the e-liquid.
Why do I see a bubble at the top of my NJOY Pre-Filled Tank?
This is normal and expected. The tank contains 3mLs of e-liquid but the tank capacity is slightly larger causing a bubble to form at the top.
Will my NJOY Pre-Filled Tank leak?
NJOY Pre-Filled Tanks are designed to prevent leakage however, a partially full tank may leak slightly during changes in pressure from altitude or air travel. We recommend that partially full tanks be unscrewed from the battery and the end caps be securely fit back onto the Pre-Filled Tank for these conditions.
- NJOY Compact Battery
How should I store NJOY Compact Battery?
The compact battery is best stored in an upright position. We recommend setting the battery to the OFF position when not in use.
How long will it take the NJOY Compact Battery to fully recharge?
The NJOY Compact Battery features a Fast USB Charging capability. It will only take around 90 minutes for the unit to fully charge when using the included micro-USB cable with a 5W USB power adaptor. You should not use any other adaptor.
Why won’t my NJOY Compact Battery work, it is on & fully charged but the LEDs are not lighting?
NJOY’s Compact Battery is equipped with a built-in over-usage protection. When the battery is used continuously for more than 7 seconds, the output is de-energized and the power is locked out. We included this feature to prevent accidental activation while the device is in your pocket, purse, or luggage. We recommend toggling the battery to the OFF position when not in use. To reset the device, simply toggle the ON/OFF switch to OFF and then back ON.
Why are all 3 LEDs lighting up when I squeeze my NJOY Compact Battery?
This can mean one of 2 things. First, it can mean that your tank is not fully engaged and the battery is not detecting a tank is connected. You should notice all 3 of the LED lights light up when your tank is fully engaged by squeezing the shell of your unit. The lights will only appear for about a second. If the tank is not properly screwed in when squeezing the shell, all 3 LEDs will remain lit. If this occurs, remove the tank, clean the connection area of any debris, insert the tank, and reconnect. If this does not solve the problem it may mean that the tank is defective. If that is the case, please contact us at [email protected] or call us at 833-ASK-NJOY.
Why are all 3 LEDs flashing 3 times when I squeeze my NJOY Compact Battery?
This means that the battery has detected a shorted tank. Remove the tank and inspect the connection points on both the tank and the battery for any foreign material. Replace your tank and begin vaping.
What are the 2 bottom LEDs flashing twice when I squeeze?
This is simply an indication that the battery needs to be recharged. To charge the compact battery simply plug in your micro-USB charger into the port on the side of the device.
- NJOY Loop
What is the Loop?
The NJOY Loop is a rechargeable, convenient vaping product that is available in a sleek and long-lasting battery case accessory. It feels like a pack of smokes in your pocket.
How long does my Loop last?
An individual battery stick has enough charge to last 30-40 puffs. Battery sticks can be recharged on the go using the charging case accessory allows use throughout the day. For more information on how to use the Loop click, here.
How should I store NJOY Loop?
We recommend storing your Loop battery sticks and Pods in the Charging Case at room temperature when not in use. This will ensure that both batteries remain charged and will keep the tank mouth clean between uses.
My Battery Stick is stuck in the case. How do I get it out?
If a battery stick is inserted in the charging case without a pod attached you will not be able to remove it from the case. All you have to do is take a pod, insert it into the charging case on top of the battery stick, turn the pod clockwise to screw it into the battery stick, and once securely fastened pull the pod back out to remove the battery stick. We recommend always charging the battery sticks with a pod attached for easy removal.
Why does my Loop feel warm when in use?
Due to the compact design of the Loop, the connection point between the Pod and the battery may feel warm to the touch when in continuous use. We recommend holding the Loop by the battery stick while in use.
Will my Pods leak?
The Loop Pods are designed to prevent leakage however, a partially full tank may leak slightly during changes in pressure, high temperatures, or if left unused for an extended period of time. We recommend that partially full Pods be unscrewed from the battery and the end cap be securely fit back onto the Pods for these conditions.
- Purchasing & Ordering
Where can I get NJOY products?
Order NJOY products right here on our site or you can purchase them at a variety of authorized retailers near you, including most major convenience and drugstore chains nationwide. Click here to visit our store locator.
Who can buy NJOY products?
NJOY products are for adults. We take this responsibility very seriously. To purchase products online, you are required to verify you are 21 years or older before your purchase can be completed. Age verification is done securely behind the scenes by a reputable third-party age verification system (the same service used by many government agencies, Fortune 1000 companies and online merchants). If you purchase your products at a retail location, you must be of the legal age required by local law. But be prepared to show a valid ID if you look younger than 27!
How can I edit or change quantities or items in my completed order?
To ship your order as quickly as possible, orders made on NJOY.com are uploaded to the warehouse almost immediately. Because of this, edits cannot be made to completed orders. Please make sure to review all items in your shopping cart prior to confirming and completing your order.
Why am I charged sales tax or excise tax on my NJOY.com purchase?
NJOY charges sales tax and excise tax in states where we are required to by law. We know, it’s a drag.
How do I contact NJOY if there is a problem with my order?
Why does my order status say Manual Verification Required?
NJOY products are for adults smokers 21 years of age or older. We take this responsibility very seriously. Age verification is done securely behind the scenes by a reputable third-party age verification system (the same service used by many government agencies, Fortune 1000 companies and online merchants). This may mean that our system was not able to verify your age on the first try. Please feel free to contact our friendly customer service team at [email protected] or call us at 833-ASK-NJOY. Once your age is verified your status will be updated. California orders will require phone verification before shipping per California state regulations. Please make sure you provide a valid phone number when placing an order.
Why can I no longer find my favorite NJOY Products online?
We are sorry you are not able to find the product you are looking for.We may discontinue some products from time to time in response to consumer demand.
How does the Auto-Ship program work?
Our Auto-Ship program is a great option for customers who know what they want and don't want to hassle with creating a new order every time. All Auto-Ship orders receive an automatic 10% discount on top of any quantity discounts your order may receive, plus free shipping. Shipments can be selected for 14, 30 or 60 day frequencies. There is no commitment or fees and you can cancel at any time by calling us at 833-ASK-NJOY. Still have questions? Contact a friendly customer service representative today at [email protected] or at 833-ASK-NJOY for more information.
- NJOY Online Account
Why do I need to make an NJOY account?
By having an NJOY.com account you are able view your order history, tracking information, and save your shipping and payment information for quicker checkout. This also allows us to easily verify your age as required by law.
How can I edit my account details or payment information?
Be sure you are logged into your NJOY.com account. Click ACCOUNT located in the top right of your screen. From there click ACCOUNT SETTINGS and you are able to update your account details and payment information.
Is my stored information on my NJOY.com account safe?
We don’t retain customer credit card information on our company servers. They’re stored with encrypted tokens through a third-party vendor, a Level 1 Service Provider for DSS Compliance. When checking out on NJOY.com, your previous payment method will appear in a drop-down provided by the third-party vendor allowing you to select your payment method of choice.
Can I return my product for a replacement or refund?
Our customer's satisfaction is our top priority - after all, we are customers too! Simply visit our Satisfaction Guarantee page by clicking here to find out how.
How can I get free shipping?
NJOY offers free standard shipping for all customer orders over $50 (before taxes) that are shipped within the United States. If using a promotion code, the subtotal amount before the code is applied is used to calculate whether the shipping cost is applicable.
I live in California or Washington. Why can't I change my shipping address?
California and Washington state laws require that your billing and shipping address be identical. Therefore, if you change your billing information, we will automatically update your shipping information to match.
Can I ship to a PO Box?
At this time we cannot ship to PO Box addresses as per state and local regulations.
How long will it take for me to receive my order?
Please allow up to 3-5 business days for delivery on orders from our website. NJOY aims to ship orders from our warehouse within 24-48 hours. We do not ship on Saturday or Sunday.
Can I upgrade shipping?
NJOY offers two expedited shipping options when items are in stock:
- UPS 2nd Day Air: 2 business days - $24.99
- UPS Next Day Air: 1 business day - $34.99
Orders must be placed before 1:00 pm Eastern Time to get 2nd Day Air or Next Day Air shipping. Free shipping does not apply to expedited orders.
How will I know when my order has shipped?
When you place an order on NJOY.com, you will get a shipment notification when your order has shipped. Check your spam/junk folders if you have not received the shipment notification within 3 business days of placing your order. You can always reach out to us at [email protected] or 833-ASK-NJOY.
My shipment notification does not include a tracking number. How can I track my order?
Please login into your NJOY.com user account, click on the ACCOUNT located at the top right of the screen. Click on the order you would like to track, scroll to the bottom of the page, and you will find your tracking number listed under SHIPPING DETAILS. If the tracking link does not work, try copying that tracking number and pasting it directly into one of our preferred carriers’ tracking sites. If your tracking number begins with a 9 please visit, USPS. If your tracking number begins with anything other than a 9 please visit, USPS.
Part of my order is on backorder. When will it ship?
Items on backorder are items not currently in our warehouse. You’ll get a shipment notification when the items are in stock and have shipped. You can always reach out to us at [email protected] or 833-ASK-NJOY for updates.
Is there anywhere in the U.S. you do not ship to?
Due to State laws, NJOY is unable to fulfill online orders with a Arkansas or Utah shipping address. This also applies to online orders with a Minneapolis, MN; Central Falls, RI; Providence, RI; Sonoma, CA; El Cerrito, CA; or Manhattan Beach, CA shipping address. Please check our Store Locator for a list of retail stores in your area. Thank you.
Why do some states require signature on delivery?
To help keep vaping products out of the hands of minors, state law in Texas, Massachusetts, Virginia, and Iowa mandates that all vaping products must be sent as ‘adult signature required’. In these states the person who signs for the package must be 21 years or older. You will not have to select anything special on the checkout page for this service. We’re handling that for you. You can just select your normal shipping method.
Do you offer promo codes online?
Yes we do! Sign up for our new product alerts & exclusive offers at the bottom of any page by typing your email into the “Subscribe” field.