FAQ and Support

FREQUENTLY ASKED QUESTIONS

  • modelTwo

    • How do I know what device is right for me? Ploom or Pax?

      Ploom modelTwo heats our proprietary tobacco pods. Each single-serving Ploom pod is filled with 100% natural premium tobacco, ready to load and enjoy: no hassle, no mess, perfect every time. Pax is a loose-leaf vaporizer, designed for use with pipe tobacco, like our Blend-X. Pax can be packed with other loose-leaf botanicals, such as peppermint or chamomile, but does not work with Ploom’s pods.

    • How does Ploom work?

      Ploom is a pipe tobacco product that heats never burns tobacco, gently warming the pods to the point at which flavor and nicotine is released in the form of vapor. Vaporization delivers rich and satisfying flavor, without generating smoke or secondhand smoke.

    • Can I use anything other than pods in my Ploom?

      Putting anything other than pods inside Ploom will void your warranty. Ploom was specifically created to deliver an optimal tobacco vaporization experience with Ploom’s proprietary pods. Pax was specifically created to deliver an optimal tobacco experience with loose-leaf pipe tobacco. Ploom will not deliver a good experience with loose-leaf materials.

    • How long does each pod last?

      A Ploom pod lasts approximately ten minutes. As a frame of reference, a traditional cigarette lasts seven minutes. When you’re finished enjoying your pod, simply turn off your Ploom.

    • Can I buy Ploom at my local tobacco shop?

      We are unable to maintain a list of retailers, but we recommend asking your local retailer to carry Ploom if they do not already. Receive free shipping on any U.S. order over $65 at Ploom.com.

    • What goes into the Ploom pods? What are they made out of?

      Ploom pods are single-serving tobacco capsules used in the Ploom modelTwo. They are filled with the highest quality natural ingredients including the finest grade whole leaf tobacco, choice herbal botanicals and all-natural flavors. To vaporize the tobacco, humectants are added. Ploom pods are made from anodized food-grade aluminum. Pods can be recycled. Before disposing, careful! Pods may be hot if you were just plooming.

    • What kind of battery is in the Ploom modelTwo? How long does it take to charge? How many uses can I get from a full battery?

      Ploom modelTwo has an internal lithium ion battery and reaches full charge within 90 minutes. A full charge lasts for approximately 4-5 pods. The Ploom charger can be plugged into any USB outlet.

    • What temperature does Ploom operate at?

      Ploom heats up to 347- to 356-degrees Fahrenheit.

    • Can I refill a pod with my own tobacco?

      Refilling a pod with your own materials and using it in your Ploom could void your warranty. Ploom’s other product, Pax, was specifically created to deliver an optimal tobacco experience with loose-leaf pipe tobacco. If you would like to use your own tobacco, we recommend utilizing Pax, which was created for this purpose.

    • How should I hold my Ploom?

      Hold your Ploom between the Indicator light and the charging end. Do not hold your Ploom between the Indicator light and the mouthpiece. That is where the oven of the device is located, hence it will be hot, as it should be. If that area is hot, it means that your device is functioning properly. Do not put your mouth anywhere other than the mouthpiece.

    • What is the Indicator telling me?

      The light changes based on battery level and heating status.

      Plooming:
      When powering on, press and hold button until light turns on and release when lit. While heating, Indicator light will pulse. Ploom heats up in 30 seconds. When Ploom is ready, Indicator light is solid. When powering off, hold button down to turn off and light will turn off.

      Charging:
      The Indicator light will pulse slowly during charging and will remain constant once the device is 80% charged, after approximately 50 minutes. The battery will be 100% full within 90 minutes.

      Battery Level:
      While on, shake Ploom to show remaining battery. Full battery = Indicator light blinks three times; Partially charged = Indicator light blinks 2 times; Low battery = Indicator light blinks once.

    • What kind of cleaning / maintenance is necessary?

      Twist mouthpiece and pull to remove. The mouthpiece can be cleaned with soap and water. The charging contacts can be cleaned by wiping the device contacts and charger contacts with a dry cloth. The outside of the device can be cleaned with a damp cloth.

    • Tell me more about the pods and the Blend X pricing?

      As is standard practice, tobacco excise taxes are included in the retail price of our Ploom pods and our Blend X Pipe Tobacco. All tobacco products are also subject to sales tax at checkout.

    • How do I contact Ploom Customer Service?

      Contact Ploom via chat or email via the Support PageLive 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.

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

      For free shipping, shipping method is per Ploom’s discretion, generally USPS.

    • 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 vapor 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.

    • 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 our founders, Adam and James.

    • 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.

  • pax

    • Blend X

      • Can you tell me more about Ploom’s Blend X pipe tobaccos?

        Ploom is excited to offer three premium blends of pipe tobacco to deliver an optimal Pax experience.

        Blend X

        A brilliant blend of the finest matured Golden Virginia tobaccos. Its creamy mellow flavor and subtle aroma make it an all-around crowd-pleaser.

        Blend X Black Raspberry

        A perfect blend of Virginia Golden and Burley Black Cavendish tobaccos with an irresistible berry finish. Rich and delightful.

        Blend X Hazelnut

        A balanced blend of Burley and Virginia, augmented by toasted Cavendish and hints of hazelnut. Smooth and pleasing.

      • How big is the Blend X Tobacco Tin? How many uses will I get from one tin?

        Blend X is sold in a 1.75-once tin. How much tobacco you want to use will depend on your preference. It is important to always fill your Pax oven at least half way and always pack firmly.

      • What tobacco works best with Pax? Can I buy Blend X locally?

        Pax was designed for use with loose leaf pipe tobacco, but not all tobaccos will work equally well. Our Blend X varieties are crafted specifically for use in Pax, chosen for their excellent balance, aroma and overall vapor quality. Using tobaccos produced for use in cigarettes or hookahs should be avoided as they will not work well and may harm your Pax. Three Blend X flavors are currently available exclusively on Ploom.com.

    • Pax Oven & Screen

      • How often should I replace my oven screen?

        Your Pax oven screens should be replaced every few months. It's a great idea to periodically soak your oven screen with the Pax mouthpiece in isopropyl alcohol or warm, soapy water for a deep clean, which will help you get the most out of your screen. Ensuring the scalloped edges of the screen are free of build-up will increase vapor flow through the device. 

      • Inserting Your Pax Oven Screen

        Make sure your Pax is off and cooled before placing anything in the oven. Start by inserting one end of the screen in the corner furthest away from the vapor opening. By pushing down in the center, the screen should easily lock into place. Please note that it will sit slightly bowed in the back of the oven and should not be flush. Pushing down in each corner of the screen may help ensure it locks securely. 

      • Filling Your Pax Oven
        Pax is a conduction vaporizer, so it heats on contact. It's recommended to fill the oven at least halfway or more, always ensuring your tobacco blend is packed firmly. Increase your temperature setting towards the end of of each use to maximize your oven.
      • 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 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 modelTwo pod flavor kick-ass mint. Unlike our modelTwo, which can only be used with our pods, 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.

      • 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.

      • 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.

    • Ploom modelTwo or Pax?

      • How do I know what device is right for me? Ploom or Pax?

        Ploom modelTwo heats our proprietary tobacco pods. Each single-serving Ploom pod is filled with 100% natural premium tobacco, ready to load and enjoy: no hassle, no mess, perfect every time. Pax is a loose-leaf vaporizer, designed for use with pipe tobacco, like our Blend-X. Pax can be packed with other loose-leaf botanicals, such as peppermint or chamomile, but does not work with Ploom’s pods.

    • Pax Mouthpiece

      • 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

    • Contacting Ploom Support

      • How do I contact Ploom Customer Service?

        Ploom's Support Hours are Monday through Friday, 9am - 5pm PST. 

        Didn't find what you're looking for in our FAQ? Need warranty support? Open a ticket with Ploom's knowledgeable support team using the form in our contact section. We'll reply back as quickly as possible. You can also send an email to support@ploom.com. 

        Prefer to be contacted by phone? We're happy to give you a call. Just submit a support ticket using our form and be sure to check the call box. Provide your phone number and preferred call back time. The Ploominati will give you a call as soon as possible!

        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 support requests will be answered on the following Monday.

    • Ordering & Shipping

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

        Same day shipping for all orders placed before 2pm PST, Monday through Friday.

        Orders placed after 2pm PST will ship the next business day. Tracking information is sent to the email provided during check-out, the day your order ships.

        Free shipping is offered on all Pax orders within the US and Canada. Free shipping is generally provided through USPS priority shipping services or Canada Post. 

        Ploom Support encourages all customers to select " signature required for delivery" for added delivery insurance! Signature deliveries usually incur a small fee at check-out. 

    • Pax Cleaning & Care

      • 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.

      • 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.

    • Pax LED Indicator

      • 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.

    • Pax Battery & Charging

      • What kind of battery is in Pax 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.

      • 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.

      • 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.

    • Pax Finish & Materials

      • 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.

    • Authorized Retailers

      • Where can I find an authorized Pax retailer?

        Check-out our Authorized Store Locator, here on Ploom.com. We are working hard to maintain an updated list of all our authorized retailers across the United States and Canada. Don't see your local shop on our list? Please contact Ploom's support team, The Ploominati with your zip code and store of interest. We'll will happily look into that for you.

        The Pax 10 Year Ltd. Warranty only applies to devices purchased through an authorized retailer.

      • 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 Ploomhas formed a strategic partnership with.

  • ploom Inc

    • 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.

    • Counterfeiting

      • What is Ploom doing about counterfeiting?

        The fight against unauthorized sales and counterfeiting is a long-term commitment to quality and service by Ploom. Ploom is dedicated to ensuring Ploom customers receive the modern technologies, beautiful design and world-class support that encompass the brand. Ploom advises consumers to be cautious when purchasing devices from unauthorized resellers as the quality, reliability and safety of these products is uncertain and in some cases, may expose the user to serious dangers not encountered with genuine Ploom products. Ploom has a devoted team who actively pursues and investigates unauthorized resellers and counterfeiters in an effort to protect customers and business partners. By finding counterfeiters and taking legal action against them, we’re doing our part since many people do not understand the global ramifications of counterfeiting, or the cycle of abuse they are supporting when purchasing counterfeit goods. While Ploom would like to help the victims of counterfeiting we’re not able to reimburse money used to purchase infringing goods since such goods were not bought from Ploom, nor do we assist with the resolution of disputes, including assistance with PayPal or credit card refunds. Contact Ploom to learn more about authorized dealers as any product purchased outside of our exclusive sales network runs the risk of being counterfeit and is not guaranteed under warranty.

    • 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.

  • pods

    • How do I know what device is right for me? Ploom or Pax?

      Ploom modelTwo heats our proprietary tobacco pods. Each single-serving Ploom pod is filled with 100% natural premium tobacco, ready to load and enjoy: no hassle, no mess, perfect every time. Pax is a loose-leaf vaporizer, designed for use with pipe tobacco, like our Blend-X. Pax can be packed with other loose-leaf botanicals, such as peppermint or chamomile, but does not work with Ploom’s pods.

    • How does Ploom work?

      Ploom is a pipe tobacco product that heats never burns tobacco, gently warming the pods to the point at which flavor and nicotine is released in the form of vapor. Vaporization delivers rich and satisfying flavor, without generating smoke or secondhand smoke.

    • Can I use anything other than pods in my Ploom?

      Putting anything other than pods inside Ploom will void your warranty. Ploom was specifically created to deliver an optimal tobacco vaporization experience with Ploom’s proprietary pods. Pax was specifically created to deliver an optimal tobacco experience with loose-leaf pipe tobacco. Ploom will not deliver a good experience with loose-leaf materials.

    • How long does each pod last?

      A Ploom pod lasts approximately ten minutes. As a frame of reference, a traditional cigarette lasts seven minutes. When you’re finished enjoying your pod, simply turn off your Ploom.

    • Can I buy Ploom at my local tobacco shop?

      Receive free shipping on any U.S. order over $65 at Ploom.com. We are unable to maintain a list of retailers, but we recommend asking your local retailer to carry Ploom if they do not already.

    • What goes into the Ploom pods? What are they made out of?

      Ploom pods are single-serving tobacco capsules used in the Ploom modelTwo. They are filled with the highest quality natural ingredients including the finest grade whole leaf tobacco, choice herbal botanicals and all-natural flavors. To vaporize the tobacco, humectants are added. Ploom pods are made from anodized food-grade aluminum. Pods can be recycled. Before disposing, careful! Pods may be hot if you were just plooming.

    • Can I refill a pod with my own tobacco?

      Refilling a pod with your own materials and using it in your Ploom could void your warranty. Ploom’s other product, Pax, was specifically created to deliver an optimal tobacco experience with loose-leaf pipe tobacco. If you would like to use your own tobacco, we recommend utilizing Pax, which was created for this purpose.

    • Tell me more about the pods and the Blend X pricing?

      As is standard practice, tobacco excise taxes are included in the retail price of our Ploom pods and our Blend X Pipe Tobacco. All tobacco products are also subject to sales tax at checkout.

    • 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.

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

      For free shipping, shipping method is per Ploom’s discretion, generally USPS.

    • 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.

    • 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 our founders, 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.

  • shipping

    • Can I buy Ploom at my local tobacco shop?

      Receive free shipping on any U.S. order over $65 at Ploom.com. We are unable to maintain a list of retailers, but we recommend asking your local retailer to carry Ploom if they do not already.

    • 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.

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

      For free shipping, shipping method is per Ploom’s discretion, generally USPS.

  • vaporization

    • How does Ploom work?

      Ploom is a pipe tobacco product that heats never burns tobacco, gently warming the pods to the point at which flavor and nicotine is released in the form of vapor. Vaporization delivers rich and satisfying flavor, without generating smoke or secondhand smoke.

    • 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 vapor 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.

    • 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.

    • 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. Ploom’s founders, 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 our founders, 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.

    • 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.

Pax Videos

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