FREQUENTLY ASKED QUESTIONS

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.

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. 

Pax Oven & Screen>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. 

Pax Oven & Screen>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.
Pax Mouthpiece>Closing the Mouthpiece
Pax's mouthpiece can be a bit tricky at first, but is easy once you know how. It does not close like a ballpoint pen! To close the mouthpiece, simply push down about half way, stopping when you hear a click. Going beyond this will cause the spring to bottom out, and the mouthpiece will pop back into the open position.
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.

Blend X>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.

Blend X>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 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.

Pax Oven & Screen>How fast does it heat up?

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

Pax Oven & Screen>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.

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.

Pax Oven & Screen>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.

Pax Oven & Screen>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.

Pax Oven & Screen>What temperature(s) does it operate at?

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

Pax Oven & Screen>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.

Pax Battery & Charging>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.

Pax Cleaning & Care>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 Battery & Charging>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.

Pax Battery & Charging>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 Oven & Screen>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.

Pax Oven & Screen>What are the dimensions of the vapor chamber?

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

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.

Pax Finish & Materials>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.

Pax Oven & Screen>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.

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.

Authorized Retailers>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.

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