FAQ

We now have Pax mouthpiece lubricant available for purchase! Wondering what mouthpiece lubricant is and what to do with it? Watch this video!




What is mouthpiece lubricant? When should I use it? How do I use it? How often should I use it? Where do I get it?

If your Pax mouthpiece action seems to be a bit sticky, or if your Pax LED indicator is displaying the temperature setting when your mouthpiece is in the “on” position, Pax mouthpiece lubricant will get your Pax running optimally again. It’s the same food-safe, water-soluble lubricant that’s applied to the mouthpiece during manufacturing. It enhances the detection sensor for the mouthpiece and keeps your Pax working smoothly. A quick application of Pax mouthpiece lubricant will ensure your Pax is performing at its best for you.

To apply:

  1. Tear open lubricant packet.
  2. Drip a small droplet of lubricant into the stem of the metal mouthpiece tube.
  3. Then apply another small droplet on the outside of the metal tube. Use the packet to smudge it all around the tube and under the small sliding part. You don’t need a large amount. A little goes a long way.
  4. Reinsert your mouthpiece into Pax and press the mouthpiece in and out a few times to distribute the lubricant.
  5. Enjoy your smooth Pax!

Application instructions are also available here: http://www.ploom.com/support#widget-manuals

Mouthpiece lubricant is available here: http://www.ploom.com/pax#related-products

See mouthpiece lubricant video here: http://www.ploom.com/pax#videos

How do I contact Ploom Customer Service?

Contact Ploom via chat or email via the Support Page. Live chat is available Tuesday-Friday 11am to 4pm Pacific Time. If no one is available to take your chat, please submit a support request. Weekend requests will be addressed on Monday. Requests can also be submitted to support@ploom.com.

When will my order ship? Via which shipping method? When will I receive shipment tracking details?

Orders ship within one business day of receipt of order. Orders will ship same day when submitted before 1pm PT on business days. You will receive an email with a link to track your order by 5pm PST the day your package ships.

All shipments containing butane (including modelOne starter kits) ship via UPS Ground.

Free shipping option available on all Pax device orders within the US.

For free shipping, shipping method is per Ploom’s discretion, generally USPS. If shipment contains butane (including modelOne starter kits), shipment will be via UPS Ground.

How often do I need to clean my Pax?

Pax is a precision device. It’s important to clean Pax on a regular basis. If you clean your Pax well, it shouldn’t need to be cleaned for at least a dozen or so uses to remain in top performance. Of course, the more the merrier! Please note, wetter tobacco may require more frequent cleaning.

Can I clean the mouthpiece or oven lid in isopropyl alcohol?

Yes, isopropyl alcohol can be used. The mouthpiece can be entirely submersed. Do not entirely submerge the oven lid; we recommend using a Q-Tip or something similar.

PLEASE NOTE: Do not use isopropyl alcohol on the temperature setting button underneath the mouthpiece. ALWAYS ensure the mouthpiece, lid and screen are dry before reassembling them.

How fast does it heat up?

Pax heats up and is ready to enjoy in as little as 30 seconds.

Should my screen have holes in it?

The Pax screen is a solid plate with a screen-like pattern, not actual holes. The design is unique to the industry, featuring a plate that channels vapors through the heating chamber.

How does the motion-sensor power-down work?

The device has an on-board accelerometer. If the device sits still for 20 seconds, it goes into standby mode (lower heat setting, around 150C). Pick the device up or move it, and it will heat up to the last temperature setting selected. If the device sits still for 3 minutes, it will shut off. A bumpy car ride is enough motion to keep the device awake.

What kind of battery is it and how do I charge it? How long does it take to charge? What capacity is the battery? How long will it hold a charge?

Lithium ion rechargeable internal battery charges via included plug-in charging dock and reaches full charge in under two hours. Charge lasts for up to 2 hours of continuous use. Battery is a 2600 mAh capacity. Temperature setting and use will affect the length of charge.

How is the Pax oven lid secured? If something presses on the lid in a pocket or bag, could it open?

The Pax oven lid is secured with 2 neodymium magnets, the strongest type of permanent magnet made, used in the many applications in modern products that require strong permanent magnets, such as motors in cordless tools and hard disk drives. This ensures that the oven lid is secure and won’t be knocked loose in your pocket or bag. In addition, the lid is sub-flush. Something would have to press on one end and then something would have to lift the other end. You do not have to worry about the oven lid opening in a pocket or bag.

 

What is recommended for use with Pax? Can I put anything I want in the oven?

Pax is designed for use with pipe tobacco. Pax can be packed with other plant materials, such as peppermint, which we currently use in our modelOne herbal blend pod flavor kick-ass mint. Unlike our current product, modelOne, Pax is a loose-leaf vaporizer, and does not work with Ploom’s pre-packed pods. Ploom does not recommend or warrant non-tobacco use. Check out our user video to see the oven-filling process for further clarification. We strongly recommend avoiding products that have added liquids such as propylene glycol, glycerin, or e-juice both because it can drip into the device, and it can scorch the tobacco to the oven walls.

What temperature(s) does it operate at?

3 button-controlled temperature settings:
Low = 370F
Medium = 390F
High = 410F

Will my Pax work in extremely cold weather conditions?

Pax will work in cold weather conditions if it is kept above freezing temperatures. When out and about in freezing temperatures, keep Pax in your pocket when you aren’t using it to keep it dry. If you intend to store Pax below freezing temperatures, it must be warmed up above freezing temperatures and dry before you turn it on. If Pax appears dead, stick the device on the charger, and it should be ready to go again.

 

Will I damage the battery by overcharging? Do I need to completely drain the battery before charging it again?

Pax can be charged at any state, full, empty, in between. Ploom has smart-charge technology – the efficiency of the battery is managed by the intelligence of the device. The device cannot be overcharged.

How long should I wait after turning it off before cleaning?

A couple minutes should be sufficient for the device to cool down. Always take precaution when handling a potentially hot device.

Can Pax be charged via USB?

Pax is a high-power device that requires more charging voltage and power than USB can supply. USB cannot effectively charge Pax.

What voltage does the Pax charger accept?

The original Pax charger accepts 100-120 volts. Pax chargers that accept 100-240 volts have begun shipping from Ploom.com, but we cannot confirm voltage for  individual chargers. Please refer to charger label for voltage details.

What kind of heating element does Pax use?

Pax uses a proprietary, non-ceramic tuned thin film heater bonded to the laser-welded stainless steel oven, separate from the air path.

What are the dimensions of the vapor chamber?

The vapor chamber is approximately 10mm (3/8″) deep.

Has the external finish on the unit changed? Is there any change in functionality?

Pax now features a bead-blasted anodized aluminum shell. This updated finish provides increased durability and improved consistency of finish.

What materials are used in the construction of the device? What will the vapor come into contact with before reaching my lungs?

The product exterior is anodized aluminum, like an Apple MacBook. It’s a durable, food-safe material that also spreads excess heat. All plastic components are food-safe engineering plastics of the highest quality available. The vapor path is constructed entirely from medical grade components.

If my Pax is not charged, but I want to smoke the product in my Pax oven, can I burn the product with a lighter or match?

Never put an open flame to the Pax oven.

Can I use Pax in places where smoking is prohibited?

Usually yes, depending on local laws and ordinances. Since Pax does not heat to combustion there is neither smoke nor second-hand smoke. We ask Ploomers to always be considerate, and explain to others how Pax works before using in public places.

Is Ploom a good way to quit smoking cigarettes?

Ploom has not been assessed as a smoking cessation device and is not marketed or sold as such.

Can I Ploom in places where smoking is prohibited?

Usually yes, depending on local laws and ordinances. We ask Ploomers to always be considerate, and explain to others how Ploom works before using in public places.

Where does the smoke go?

Ploom emits a vapor that disperses into the air within seconds, much like the vapor of a humidifier. Please Ploom kindly–while it might be ok to Ploom in a restaurant, you should be respectful to the patrons sitting near you as they might not want to smell your Blue Tea while eating their Roasted-Almond Ricotta Pesto with Olives.

Is Ploom compliant with California labor code Section 6404.5?

Yes, since Ploom does not emit smoke, its indoor use is compliant with California State law.

Is Ploom FDA approved?

The Family Smoking Prevention bill (HR 1256) prohibits any tobacco product from designating itself as “FDA approved.” The FDA does not condone the act of consuming tobacco.

Is Ploom for all ages?

Ploom is exclusively for adults. If you find any evidence of a retailer who is selling or marketing Ploom to minors, please let us know immediately. We have a zero-tolerance policy on this issue.

Where can I find a Pax retailer?

Unfortunately, we are unable to maintain a list of retailers. We recommend contacting a couple stores in your area to see if they carry Pax. If they do not, please feel free to recommend that they do.

How did you come up with the idea for Ploom?

Ploom began as a conversation between a smoker and a non-smoker outside a studio at Stanford’s Joint Program in Design in 2004. The two had already been collaborating on eccentric thesis explorations, but those were quickly dropped to answer the question: What if smoking was reinvented today? The thesis generated support from some of the most well respected thinkers and doers in and around the University. James and Adam founded Ploom determined to bring a better alternative to people who love (and hate) smoking.

Is Ploom the same / different from e-cigs?

Ploom is in a separate category from both cigarettes and e-cigs. Ploom is a pipe tobacco product based upon hookah or shisha. Ploom creates a vapor through gentle heating of the tobacco, using a patent-pending technology invented at Stanford by Adam and James.

What is in your vapor?

The vapor has been extensively tested in the laboratory. Consistent with FDA guidelines, we do not at this time comment on its composition. We can say that Ploom vapor is not smoke, because it is created by gentle heating (vaporization) rather than combustion.

Is Ploom available outside of the US?

Pax is currently only available for purchase in the US and Canada; Pax is not currently available in the UK / Europe.

Ploom’s new generation tobacco products will be marketed and sold in select countries outside the United States by JTI, a leading international tobacco manufacturer that Ploom has formed a strategic partnership with.

What is Ploom’s relationship with JTI?

JTI took a minority share in Ploom, Inc. in December 2011 as part of an exclusive strategic agreement. Under the long-term cooperation arrangement, JTI will market and sell Ploom’s new generation tobacco products in select countries outside the United States. Ploom, Inc. continues to operate as a separate company under its own management team.

 
 
 
 
 
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