Ooze Frequently Asked Questions (2024)


General Questions
How to Use
General Vape Questions
Ooze Resolution Cleaning Products
Traveler Smell Proof Series
Product Care
Warranty Program

General Questions

Where can I learn more about Ooze?

You can learn more about Ooze in our About Us.

Where is Ooze located?

Ooze is located at 13231 Northend Ave, Oak Park, MI 48237

How Can I Contact Ooze?

Contact Ooze at support@oozelife.com, all messages are answered in the order they are received. If you email more than once, our system will move you to the end of the line, this allows us to answer messages in the most efficient way possible.

What are Ooze Customer Service Care Hours?

Ooze Customer Experience hours are Monday through Thursday, 10 a.m - 6 p.m. and Fridays 10 a.m. - 5 p.m. EST. We are not open on weekends and select holidays.

What does Ooze sell?

Ooze sells high quality cannabis accessories. Ooze does not sell CBD, THC, or any other type of cannabis-derived products.

Do your products come prefilled with cannabis or CBD products?

No. You’ll need to visit a licensed dispensary or provisioning center in your state.

Can I buy Ooze products wholesale?

How to Use

Do you have Ooze product videos?

Yes please visit the product pages to see videos or ourHow To Use Playlist, which is updated frequently.

Where can I find resources about taking care of my product?

Below we offer basic product care tips. Our blog is also a great resource to learn tips and tricks about taking care of your product. Electronic manuals also offer best practice tips, viewelectronic device manualshere.

General Vape Questions

Where can I find information about a specific battery or vape?

All electronic device information can be found in ourbattery and vape FAQ's!


What is the heat index of your silicone?

Ooze Silicone has a heat index of 600 degrees F.

What is your silicone made of?

Ooze silicone is made of Platinum Cured Silicone and is food grade.

What is a hybrid device?

A hybrid device features at least 2 functions (ex: use as a bong and a dab rig) that allow you to enjoy both dry herb and concentrates in one device.

Ooze 4-in-1 hybrids can be used as a bong, a dab rig, a dab straw, and a vape pen adapter.

What is your glass made of?

Strong Borosilicate Glass and Quartz Glass depending on the piece. The Toxic Rig is our first all Quartz piece.

What is the difference between quartz and borosilicate?

Borosilicate, also commonly-known as Pyrex glass, and quartz are both used to create bongs and dab rigs.

Quartz is less common, but has become the material of choice for all things dab-related thanks to its ability to take and retain massive amounts of direct and indirect heat. Ultimately, quartz is harder than borosilicate glass. Quartz will not react chemically to extreme heat, making it incredibly stable.

Borosilicate glass will start to soften or melt at about 600 degrees F, where quartz won’t soften until it reaches around 1,100-1,200 degrees F.

How long should I heat up my dab nail?

We recommend heating your nail for about 30 seconds. If your nail is visibly red, wait about 60 seconds for it to cool down.

Smoking a high-temp dab can be very harsh and can lose the potency/taste of your concentrate.

How do I freeze my cryo/glyco?

When freezing your piece, make sure that you place it on a flat surface in the freezer. This will prevent any knocks, bumps, and damage while freezing.

Do not freeze yourGlycowith water in it! This can negatively affect your percolator. Place your completely empty Glyco in the freezer and fill with water once frozen.

What is liquid Glycerin?

Liquid glycerin is a non-toxic, simple polyol compound. It is used in our Cryo and Glyco pieces to provide a cool, smooth hit when frozen. It's like smoking out of an entire piece made of ice!

Can I use a torch on my Cryo or Glyco?


Do I have to freeze my Cryo or Glyco each time I use it?

No, the Cryo and Glyco collections can be used at room temperature or frozen.

We do not recommend frozen hits for every session.

How much water should I fill into my bong?

The simple answer is just enough for the downstem to be completely submerged in water.

How do I know what size bowl my bong needs?

Ooze products typically use 14mm bowls. Use the chart below to measure your specific piece.

How do I know what size banger my rig needs?

Ooze products typically use 14mm bangers.

Do you offer replacement glass pieces?

Yes! You can visit our Replacement Parts collection if you know what you need, or contact support@oozelife.com for assistance.

Ooze Resolution Cleaning Products

Should I use gloves when using Ooze Resolution Cleaning Gel?

Ooze Resolution Gel is designed to lift tough gunk from surfaces, if you have a gel manicure the gel could lift the polish.

How long can I reuse Ooze Resolution Gel for?

Ooze Resolution Gel can be reused for up to 90 days.

Where can I find more information about Ooze Resolution cleaning products?

You can findmore information about Ooze Resolution here including information about subscriptions.

Traveler Smell Proof Series

Do you sell smell proof bags?

Yes, the bags in ourTraveler Series are lined with activated carbon, which traps odor tightly inside your smell-proof storage.

Do you sell bags with locks?

Yes, our Traveler Series backpack and travel pouch come with locks.

How do I reset my backpack or travel pouch lock?

Backpack and Travel Pouch locks cannot be reset. We recommend writing down your combo somewhere safe.

Product Care

Where can I find replacements?

Replacement parts can bepurchased here.

How should I clean glass pieces and accessories?

Regular use ofOoze Resolution Cleaning Gel will give your glass the best clean possible. It doesn’t contain abrasives and is reusable.

Ooze Resolution Wipes can also help extend the time between cleanings.

Glass can also be cleaned using a mixture of 91% isopropyl alcohol and salt.

How should I clean silicone?

Silicone can be cleaned by using a mixture of 91% isopropyl alcohol and salt.

Some users find it easier to stick the silicone parts of their piece or accessory in the freezer for a bit so any gunk will crack off prior to cleaning.

How should I clean metal accessories like dabbers?

Metal accessories can be cleaned using Ooze Resolution Cleaning Gel or Wipes. They can also be cleaned using 91% isopropyl alcohol and salt.

Watcha quick video here with tips to clean metal accessories.

How often does my coil need to be replaced? Can I clean it?

A basic rule of thumb, if your coil is not getting clean anymore and that taste seems permanent, you know it's time to use a new coil.

Learn more aboutextending the life of your coil here.

How do I clean the ConNectar?

You can find detailed information about cleaning the Ooze X Stache ConNectar here.

How often should I clean my bong?

It is incredibly important to your health to keep your bong clean. We recommend cleaning after each use,check out our tips to make this process easy.

How often should I replace my bong water?

You should replace your bong water after each use. Full stop.

Is my bong dishwasher safe?

We do NOT recommend putting your bong in the dishwasher. It will make the inside of your dishwasher disgusting and the resin will never come out.

The glass and silicone are both technically dishwasher safe but proceed with caution!

Does cold weather make a battery die?

Cold weather can negatively affect your battery. If left in the cold for an extended period, your battery may need to warm up before it will turn on again, or the battery's charge may drain completely and will need to be charged.

Pro tip: Run a cycle of Prep Mode when you're using your device in a cold environment. This will heat up the oil just enough to vaporize, instead of immediately trying to inhale from a cold cartridge.

How should I store my flower so it doesn't dry out?

We recommend storing your precious goods in a cool, dry, and dark place in an air-tight container with as little air in the container as possible.

How should I store my wax?

Concentrate storage should be air tight, protected from heat and light, and be proportional to the amount of concentrates or wax you are storing. Check out all of our storage options here.

How often should I clean my rolling tray?

If you can’t remember the last time you wiped down your rolling tray it is time to give it a refresh! Using Ooze Resolution Wipes makes cleaning your rolling tray quick and easy.

Click to watcha video with tips.

How often should I clean my grinder?

If your grinder is sticking together or isn’t quite grinding right anymore, it is time to clean it up. Maintaining your grinder will greatly extend the life of it.

Ooze Resolution Wipes will make this maintenance easy. Check out a video withtips to clean your grinder here.

How often should I clean my glass banger?

When it comes to your bangers, cleaning as you go is your best bet. Regular use of Ooze Resolution wipes can help make this process easy and mess free.

For a deeper clean we recommend using Ooze Resolution Cleaning Gel.

Watch this videofor tips about keeping your banger clean.

How do I clean my flower bowl?

It really depends on how often you use it. If it is black and each hit tastes like resin, it is time to clean your act and bowl up!

We recommend gently dropping your piece into the top of an Ooze Resolution Cleaning Gel pouch to make the process super simple.

Check out this videofor tips about keeping your flower bowl clean.

Warranty Program

What kind of warranty options does Ooze offer?

Ooze offers standard and limited warranties on our electronic devices. Learn more aboutthe Ooze Warranty program here!

How long does it take for warranty claims to process?

Depending on holidays, your claim could take up to 10 business days to process.

Accounts & Ooze Tokins

How do I create an account?

You can create an account to track orders, earn rewards, and more by filling out this form.You must be 21+ years of age or older to create an account.

What are Ooze Tokins?

Ooze Tokinsare a way to earn points from orders and actions to redeem for rewards.

To become a member,click hereor visit our homepage and click the box with the star in the lower left. We recommend applying with the same details as your Ooze account.

How do I sign up for emails?

By creating an account or you can scroll to the bottom of our site to sign up.

How do I sign up for texts?

You can sign up for Ooze and Ooze Resolution SMSupdates here.


How old do you have to be to place an order?

You must be 21+ years of age or older to place an order on our website.

How long does it take to process my order?

Order fulfillment times can vary. Orders placed over the weekend will not be fulfilled until the first business day of the week. Expect longer fulfillment times for 420, 710, and the winter holiday season.

What are my payment options?

Ooze accepts Visa, Mastercard, American Express, and Discover.

Does Ooze accept Apple Pay?

Ooze does not accept Apple Pay at this time.

Does Ooze accept PayPal?

Ooze does not accept PayPal at this time.

Why won’t my promo code work?

Oh no! First, please double check that you haven’t left off a letter or number from the discount code. This happens all the time! Second, check that you’re using the code on an applicable item or that the offer hasn’t expired.

For example: if your code OOZE123 is for $5 off a battery, you can't use it for $5 off a silicone piece.

Currently, promo codes can’t be doubled up or used in addition to another site promotion. This includes automatic discounts.

Can I cancel an order after it has been submitted?

No. If you are not satisfied with your order once it arrives you are welcome to return the order following our Return policy.

Does Ooze offer payment plans (Sezzle, Klarna, etc.)?

Ooze has partnered with Sezzle to offer payment plan options! Learn more about Sezzle in the Payment Plan FAQ section below.

What is Sezzle?

Sezzle is a payment option you can select at checkout that gives you the option to buy now and pay later. You’ll pay 25% of the order total up-front, and then the remaining total is paid over at least six weeks. The total is split into installments (usually three), and all are paid two weeks apart. No interest and no impact on your credit score.

How does Sezzle work?

Select Sezzle as your payment method at checkout. You’ll get redirected to sign in or create your Sezzle account. Once you’ve authorized the account and added a payment method, complete the checkout.

We will ship your order just like if you paid with a debit or credit card.You will choose your payment plan with Sezzle and pay the first installment at checkout.

Once your order has processed, you’ll be redirected back to our site with an order confirmation.

Can I still return an order if I pay with Sezzle?

Yes, you will go through our usual return process and your payment plan will be updated in Sezzle once the return is approved. You will receive the full amount of each installment you paid, and any remaining balance owed will be removed from your account.

Is Sezzle secure?

Security is critically important to Sezzle! The company undergoes quarterly scans and yearly audits to ensure the data in their systems is stored safely and compliantly according to the Payment Card Industry (PCI). Sezzle is currently certified at the very top level of compliance: PCI Level 1.

Is there a minimum purchase requirement?

Yes, there is a $35 minimum order requirement to purchase using Sezzle.

Why was my order with Sezzle not approved?

Sezzle takes multiple factors into consideration during the approval process. If your order is not approved, check to see if your account falls into any of these categories:

• Insufficient Funds – You must have at least 25% of the order total in your account while checking out, as the first installment is paid when the order is placed.

• Outstanding Balances – Pay off our outstanding balances in your Sezzle account. Open orders with late payments will hurt your chances of being approved.

• Order Value is Too Low – Your order must be at least $35 to use Sezzle on our site.

• Order Value is Too High – You can break large totals into smaller transactions by choosing a different payment plan for your order.

Why was my order with Sezzle charged extra? Why was I charged a fee?

If a payment is missed, Sezzle will charge a $10 fee. If you need to reschedule a payment, Sezzle will charge a $5 fee to that installment.

Can I update my payment schedule?

Yes, log in to your Sezzle account to update your next payment. When you’re on the Sezzle dashboard, go to your orders and select the order you want to deter payment for. Select a new date for your payment and save the order.


Do you offer discreet shipping packaging?


What kind of shipping options do you offer?

Shipping options vary based on your location and the size of the order. Available options are displayed during check out. Currently, we are only shipping through USPS. Shipping rates are subject to change.

Do you ship internationally?

No, due to restrictions from the Pact Act we are unable to ship internationally at this time. We hope this changes in the future. This includes Canada.

Can I ship to a P.O. box?


How long will it take to receive my order?

Shipping times depend on the shipping method selected and the carrier operating status. We advise ordering ahead during peak holiday shopping seasons to avoid delays. Delivery dates are not guaranteed. Orders are only processed during normal business days and hours, this includes Expedited options.

Lower 48 States Standard
• Less than 1 lbs. USPS First Class – 1-5 Business Days
• More than 1 lbs. USPS Priority – 1-3 Business Days

• Up to – 50 lbs. USPS Priority

1-2 Business DaysAlaska, Hawaii, and US Territories

• Less than 1 lbs. USPS First Class – 2-5 Business Days
• More than 1 lbs. USPS Priority – 2-3 Business Days

How will I know my order number?

Your order number is provided after completing the check out process. You are also sent a confirmation email with it so make sure the email you use for your order is real and one you have access to. You can also see your order number by logging into your Ooze account and checking your order history.

Do you require signatures?

If your local post requires a signature you will be able to pick it up at the local post or reschedule a delivery date with them.

How can I track my package?

Once your order is ready to ship you will be sent a tracking link. We also recommend downloading theShop App to track your package.

All "Delivery by" dates are estimates and not guaranteed. Shipping services and rates are subject to change without prior notice. Expedited options may not be available in all areas.

Who is responsible for lost or stolen packages?

Ashh Inc. (Ooze) is NOT responsible for lost or stolen packages.

Do you offer package protection?

Yes, through Route Package Protection. This option can be added during checkout.

What is Route Package Protection?

Route Package Protection covers lost, stolen, and damaged items that fit their criteria. They do not cover any shipping costs, taxes, or custom/duty fees.

Click here to view all of their policies and criteria.

Why is Route Package Protection important?

We are not liable for any lost, stolen, or damaged items in transit and upon delivery.

Route Package Protection protects your order if your package is lost, stolen, or damaged in transit by refunding the cost of the items. We are not liable to your package once it leaves our facility.

We highly recommend using Route when ordering Glass items since we can not control how shipping companies handle packages.

My package was lost/stolen/damaged and I have Route. What should I do?

Route emails you information on your order once it is placed. You can report any issues by clicking “resolve an issue” on the email. Fill out the form with your Route Order ID, then choose the issue with your order (lost, stolen, damaged), add a description, and click submit.

Where can I find out about shipping delays?


Does Ooze have a store?

No, Ooze does not have a brick and mortar location.

How can I find Ooze Pens near me?

We ship to all 50 U.S. states, Puerto Rico, and the U.S. Virgin Islands. You can buy from us direct, or your local smoke shop may carry Ooze products!

If your local shop doesn't carry Ooze and you want them to, ask them to register for an account through our wholesale distributor,Cannatron.

What if the product I want is out of stock?

Visit the product page and sign up for the email alert!


My item arrived damaged, what should I do?

Please contactsupport@oozelife.com with photos of how the items arrived.

How do I report an issue with my order?

Please contact support@oozelife.com with your order number, describe your issue in detail, and attach photos of your issue. Please do not email more than once.

How do I ship my return?

Details about shipping your return will be provided by a customer support team member.

I've already used my Ooze product, can I still return it?

No, Ooze only approves monetary returns for items that have never been used. If you're experiencing an issue with your electronic device, please make sure your device is registered and file a warranty claim for an exchange*.

If you have been instructed to send your product back to us as part of your warranty claim, please clean the connection and remove any oil residue because sending cannabis of any kind (yes, even resin) is illegal.

Do not send your product back to us unless you have been instructed to do so by customer support.

*For electronic devices purchased within 30 days, please contactsupport@oozelife.com for an immediate exchange. For issues with small glass parts, please contactsupport@oozelife.com for assistance.

Are any products not eligible for return?

Yes. Mystery bundles, apparel, and gift cards are not eligible for return.

Amazon & Other Online Third Party Sellers

Does Ooze sell products on Amazon?


Does Ooze sell products on Ebay?

No, Ooze does not sell products on Ebay.

Does Ooze Sell products on Alibaba?

No. Ooze does not sell products on Alibaba.

Does Ooze sell products on DHgate?

No, Ooze products are not sold on DHgate.

I bought a counterfeit device. What can I do?

If you suspect you have purchased a counterfeit device please fill out this form. Find more information about spotting counterfeit Ooze products here.


How can I get a job at Ooze?

Thanks for your interest! All career opportunitiescan be found here.

How can I get Ooze stickers?

Stickers come with all orders. You can also purchase oursticker bundle!

How can I get a discount?

The easiest way to get a discount is to sign up for our email and SMS messages.

Other opportunities include earningrewards through the Ooze Tokins program, by following us on social media, and through other surprise moments!

Does Ooze offer bundle deals?

Yes, to shop all of our bundles click here!

I work for a publication and would like to feature Ooze. Who should I reach out to?

Please email partners@cannatron.com

When is the next product launching?

We’re always launching new and exciting things. Sign up for our emails and texts so you can be the first to find out!

Does Ooze have any present or past collaborations with Rick and Morty or Hello Kitty?

No, Ooze does not have any active or past collaborations with those brands.

Ooze Frequently Asked Questions (2024)


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