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My package was lost/stolen/damaged, what do 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.

General Terms and Questions

What is mAh?

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mAh means milliamp Hour. This unit of measure is commonly used to measure the energy capacity of a battery.Learn more about mAh here.

What is a 510 thread cartridge?

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A 510 thread cartridge is the most common type of vape cartridge. 510 describes the type of threading that is used to screw the bottom of the cartridge to the appropriate vape battery. A 510 thread means that the female connection on the vape battery is widely compatible with a broad range of vape cartridges that use a male 510 thread.

What attachments are 510 thread compatible?

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Yes, our Ooze Atomizers, Ooze Glass Globes*, Ooze Hot Knife, and the Ooze X Stache ConNectar* work with most 510 thread compatible vaporizers and batteries. *Except the Quad.

What are the differences between the original Twist Slim Pen and the new version?

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You can use this simple chart to the differences between each device! If you purchased your device prior to June 2022, you likely have the original version.

What is a dry herb vaporizer?

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A dry herb vaporizer heats up flower products through convection heating. The result is a smooth, near-odorless vapor full of flavor instead of smoke.

Setting Information

What is Flex Temp?

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Flex Temp means that you can change the voltage, also referred to as temperature. Most Ooze devices with Flex Temp will have 4 voltage levels to choose from. Twist batteries feature a dial to select the voltage on the bottom, and other styles let you cycle through the levels by clicking the button 3x. Newer packaging will refer to “adjustable temperature” or “adjustable voltage” as Flex Temp.

How do I use Prep Mode?

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Prep Mode powers the atomizer or cartridge without holding down the button. Prep Mode cycles typically last 20 seconds. Check your device’s specific manual for more information.

C-Core devices use Auto Mode instead of Prep Mode. See the C-Core FAQs below for more info.

What is the difference between Prep Mode and Preheat Mode?

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Prep Mode and Preheat mode are the same thing! They are just two different ways to describe the process. Newer packaging will reference Prep Mode. 

When should I use Prep Mode?

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We recommend using Prep Mode when enjoying a thicker product such as wax with an atomizer or if your product has been cold for an extended period of time. Prep Mode will heat your concentrate and get it ready for your hit. Let one full cycle complete, and then take your hit like normal.

Which devices have Prep Mode?

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Smart Battery, Standard Batttery, Twist Battery, Comet, Drought, Duplex, Duplex Pro, Fusion, Novex, Novex 2, Quad, Slim Twist, Slim Clear, Twist Slim Pen 2.0, Slim Twist Pro, Tanker, and Vault. 

What is Safe Sesh?

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Safe sesh is program in the device to shut off after a certain amount of time to avoid overheating their extracts. Your terps are precious to us ❤

When should I use Safe Sesh?

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Safe Sesh occurs automatically after your device’s programmed timeframe. This could be while pressing the button down and drawing or while using Auto Draw. You do not want to overheat your product, this destroys terps and cannabinoids.

What devices have Safe Sesh?

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All devices with the exception of the Comet feature Safe Sesh. Refer to your device’s specific manual for details.

What does Pulse Wave mean?

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Pulse Wave provides confidence in your connection with vibration. Pulse Wave will trigger once when you power your device on and off. It will trigger twice when there is a successful connection to a charger, cartridge, or other compatible attachment.

What devices have Pulse Wave?

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The Brink, Duplex 2, Twist Slim Pen 2.0, Flare, and Verge feature Pulse Wave Tech.

What is Pass Through Charging?

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Pass Through Charging allows you to use your device while charging. To see if your device supports Pass Through Charging check your manual.

What is Auto Off?

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To preserve battery, the device will shut itself off after set amount of time. See your device’s specific manual for time information.

What devices have Auto Off?

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The Twist Slim Pen 2.0, Movez, Quad, Drought, Flare, Pronto, Signal, Comet, Smart Battery, Duplex 2, and Brink.

What is Auto Draw?

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To use Auto Draw, turn your device on and simply inhale without pressing any button. See your specific manual for details. The Twist Slim Pen 2,0. Duplex 2, and Movez have this feature.

C-Core Information

What is the C-Core?

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The C-Core is our patented ceramic technology used in our C-Core line of vaporizers. The C-Core is the heating element in these devices. We use a special ceramic formula that provides faster heat and better flavors for an overall smarter vape.

What is the Onyx Atomizer?

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The Onyx Atomizer is the C-Core heating component in our C-Core concentrate devices. The Booster, Electro Barrel, Beacon, and Duplex 2 all feature the Onyx Atomizer. It is a deep bucket with an Azul ceramic core dish in the bottom.

What is the Nano-Glazed Atomizer?

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The Nano-Glazed Atomizer is the magnetic heating pod in our C-Core dry herb vapes, the Verge and the Brink. Both have 0.5g capacity with a ceramic formula that uses 3 methods of heat (convection, conduction, and far infrared energy) to evenly vaporize your flower.

What is the XL Nectar Tip?

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The XL Nectar Tip is the nectar straw version of the Onyx Atomizer! Instead of loading your dabs into a bucket, the tip attaches to the outside of your device and turns the entire thing into a straw that you dip into your jar of concentrates. It features a large azul ceramic heating plate with airflow holes around the sides. The Duplex 2 uses the XL Nectar Tips.

What is Manual Mode?

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Manual Mode is one of two ways to use C-Core concentrate vapes. Press and hold the button to heat the Onyx Atomizer and take your dab.

What is Sesh Mode?

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Sesh Mode is the other way to use a C-Core concentrate device. Click the button twice to activate Sesh Mode and the device will heat for 15 seconds without having to hold down the button.

How is Sesh Mode different than Prep Mode?

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Sesh Mode is different from Prep Mode because C-Core devices don’t require prep or preheating. They heat instantly and stay at the same temperature for the entire heat cycle.

When should I use Sesh Mode?

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You can use Sesh Mode anytime for a more handsfree experience. We highly recommend using Sesh Mode when using the Booster while it’s connected to a 14mm water pipe to use it as a dab rig.

What is IntelliThread Technology?

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IntelliThread Technology can immediately detect the type of accessory you screw into your device (like an oil cartridge, Onyx Atomizer, etc). This allows the device to automatically match the coil resistance of the accessory for maximum airflow. Cartridges often have a higher resistance than the Onyx Atomizer, so this lets your device provide the same big, delicious clouds no matter how you're using it.

IntelliThreads are currently used in the Duplex 2.

Product Care and Safety

Do you offer a warranty on your tech products?

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Yes, learn more about our warranty program here.

Why should I register my device?

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To ensure you have purchased an authentic Ooze product and to activate your warranty! 

How do I register my device? 

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You can register your device by filling out this form. Your device manual and this blog can help you locate your device code. 

Where can I learn more about how to buy and use vape products safely? 

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Check out our guide about vaping safety which is packed with tips about buying cartridges, vape batteries, and using your vape.

Why is my battery flashing when I try to take a hit? 

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Your battery could be flashing due to a connection issue, using a non compatible product, or because it needs to be charged. Check your device's specific manual or read this blog for troubleshooting tips.

How should I clean my battery or vapes connection point?

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Turn off your battery or vape and take a cotton swab lightly dipped in rubbing alcohol, or wipe down with an Ooze Resolution Micro Swab, and GENTLY clean where the device and cartridge meet. Make sure to dry them completely before screwing them back together.

How can I clean the mouthpiece of my cartridge or atomizer?

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We recommend using Ooze Resolution Micro Swabs to frequently refresh mouthpieces and connection points. 

How should I clean my coil?

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You can learn more about coil care and cleaning in this coil guide.

How should I clean my dry herb vaporizer?

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We recommend light cleaning after each use, this will help avoid build-up that can be difficult to remove. Our dry herb vaporizers come with cleaning tools, and we recommend our Ooze Resolution cleaning products for upkeep.

How do I charge my battery?

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Depending on your device, you can recharge your battery with an Ooze USB, Ooze Micro USB, or an Ooze USB-C charger for approximately 1-2 hours unless stated otherwise in your device’s manual. For the best and fastest results, always use a wall plug when charging your device. Please read through our Warranty Program for more information related to charging and situations that may void your warranty. Please be advised that overnight charging may lead to possible internal damage. 

I’m not sure if my charger is working, what should I do?

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Check your battery or vapes specific manual for information about charger indicator lights and more. 

Can I change the battery in my pen?

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NO. You should not attempt to open your device for any reason. This will void the warranty IMMEDIATELY and could lead to personal injury. 

Do I have to use an Ooze charger with my battery?

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Devices charged with non-Ooze chargers are not covered under our Warranty Program. 

Where can I purchase a replacement charger? 

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Replacement chargers are available for purchase here. Some charger issues may be covered under our Warranty Program, read here for more information