FAQ: Frequently Asked
Questions
Contents:
Red Oak Launch FAQ:
Q. What do you mean by "PG Free?"
A:Johnson Creek Original Smoke Juice was the first company to introduce a Non-PG recipe to the e-smoking world in 2008, you could say we invented it. Our new Red Oak Smoke Juice line has been a year in the making, and we're thrilled to announce it is completely PG free. When we launched our new recipe in July 2009, we made a commitment to our customers to come up with the best Non-PG recipe we could make. You could say we re-invented Non-PG. Red Oak has zero PG in any ingredient, nor do we add PG to it. The Red Oak recipe is the perfect compliment to our PG line of Smoke juice, Johnson Creek Original Smoke Juice.
Q: I noticed you only offer Red Oak in 3 nicotine strengths; do you
plan to offer it in more?
A: At this time, the Red Oak Smoke Juice product line will only be
made in Zero (0mg/mL), Low (11mg/mL) and High (18mg/mL).
Q: Wait! I'm confused, JC Original Smoke Juice comes in Zero, Low,
Medium and High. The JC Original Smoke Juice Medium is 18mg/mL and the Red Oak
Smoke Juice High is 18mg/mL. Is this a mistake?
A: Nope, not at all. Our Red Oak Smoke Juice "high" is the equivalent
nicotine strength of the JC Original Smoke Juice "medium."
Q. Do you offer Sample Packs and Welcome Kits for Red Oak Smoke Juice?
A: We sure do! The Red Oak Smoke Juice sample packs will consist of
1 sample size bottle of all 6 flavors; Domestic, Island, Marcado, Swiss Dark
Chocolate, Valencia and Wisconsin Frost. It will only be available in 18mg/mL
strength. The Red Oak Smoke Juice Welcome Kits will offer the same great supplies
as our JC Original Smoke Juice Welcome Kits.
Q. How many mL are in a sample size bottle?
A: Our sample size bottles are 3mL each.
Q: I have an allergy to nuts. Can I still use Red Oak Smoke Juice?
A: We recommend that if you have an allergy to nuts, that you do NOT
use Red Oak Smoke Juice. It is possible that some of our flavors may have nut-based
ingredients, or be produced in a facility that processes nuts.
Q: I have diabetes. Can I still use Red Oak Smoke Juice?
A: If you have diabetes, please do NOT e-smoke without first consulting
your physician.
Q: Is Red Oak Smoke Juice right for everyone?
A: Red Oak Smoke Juice is strictly intended for use by committed adult
smokers. No one under the legal smoking age in your state should use Red Oak
Smoke Juice, and it is not to be sold to persons under the legal smoking age
of your state. Additionally, Red Oak Smoke Juice should not be used by anyone
who is pregnant or has any health concerns without first consulting the advice
of a physician.
Q: I'm looking for an ingredients list. Is this something you provide?
A: Red Oak Smoke Juice is happy to furnish our ingredient list! In
fact, we list our ingredients right on the bottle.
FCC Grade Vegetable Glycerin
USP Grade Glycerol
Distilled water
Nicotine (except in Zero Nicotine recipe)
Natural Flavors
Artificial flavors
Citric Acid
Q: Does Red Oak Smoke Juice contain tobacco?
?A: No, but Red Oak Smoke Juice does contain nicotine derived from
tobacco.
Q: Are your ingredients vegan?
A: Yes. All the ingredients in every recipe are vegan.
Q: Do you offer a Polyethylene Glycol (PEG) recipe?
A: No. It is our position that Propylene Glycol-based smoke juices
offer a safer e-smoking experience than PEG-based liquids.
Q: Does Red Oak Smoke Juice contain diacetyl, butyl valerate, or ethyl
heptanoate?
A: No. Known irritants like these are not used in the making of our
juice, nor are they in any ingredient we use.
Q: Can Red Oak Smoke Juice help me to quit smoking?
A: No, Red Oak Smoke Juice is not intended to be used as a smoking-cessation
product, nor has it ever been tested as such. We recommend that if you are interested
in quitting smoking, that you consult with your physician and undertake an FDA-approved
smoking cessation program/product as prescribed by your doctor.
Allergies, Health, & Ingredients
Q: I have an allergy to nuts. Can I still use Johnson Creek Original
Smoke Juice?
A: We recommend that if you have an allergy to nuts, that you
NOT use Johnson Creek Original Smoke Juice. It is possible that some of our
flavors may have nut-based ingredients, or be produced in a facility that processes
nuts.
Q: I have diabetes. Can I still use Johnson Creek Original Smoke Juice?
A: If you have diabetes, please do NOT e-smoke without first
consulting your physician.
Q: Is Johnson Creek Original Smoke Juice right for everyone?
A: Johnson Creek Smoke Juice is strictly intended for use by
committed adult smokers. No one under the legal smoking age in your state should
use Johnson Creek Original Smoke Juice, and it is not to be sold to persons
under the legal smoking age of your state. Additionally, Johnson Creek Original
Smoke Juice should not be used by anyone who is pregnant or has any health concerns
without first consulting the advice of a physician.
Q: I'm looking for an ingredients list. Is this something
you provide?
A: Johnson Creek Original Smoke Juice is happy to furnish our
ingredient list! In fact, we list our ingredients right on the bottle.
- Propylene Glycol (in PG Recipe)
- Food-grade Vegetable Glycerin
- Food-grade Glycerol
- Distilled water
- Nicotine (except in Zero Nicotine recipe)
- Natural Flavors
- Artificial flavors
- Citric Acid
Q: Does Johnson Creek Original Smoke Juice contain tobacco?
A: No, but Johnson Creek Original Smoke Juice does contain
nicotine derived from tobacco.
Q: Are your ingredients vegan?
A: Yes. All the ingredients in every recipe are vegan.
Q: Do you offer a Polyethylene Glycol (PEG) recipe?
A: No. It is our position that Propylene Glycol-based smoke
juices offer a safer e-smoking experience than PEG-based liquids.
Q: Does Johnson Creek Original Smoke Juice contain diacetyl, butyl
valerate, or ethyl heptanoate?
A: No. Known irritants like these are not used in the making
of our juice, nor are they in any ingredient we use.
Q: Can Johnson Creek Original Smoke Juice help me to quit smoking?
A: No, Johnson Creek Original Smoke Juice is not intended to
be used as a smoking-cessation product, nor has it ever been tested as such.
We recommend that if you are interested in quitting smoking, that you consult
with your physician and undertake an FDA-approved smoking cessation program/product
as prescribed by your doctor.
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Atomizers and Vapor
Q: How much vapor does your liquid produce?
A: Johnson Creek Original Smoke Juice produces comparatively
high amounts of vapor. It should also be noted that the amount and density of
the vapor is a result of the atomizer, the e-liquid, and the battery combined.
For best results and full vapor, it is always better to use a high quality atomizer
and e-liquid (such as Johnson Creek) on a fully charged battery.
Q: Why do you recommend that I not drip directly onto my atomizer?
A: It is important to remember that your e-cigarette was not
designed for liquid to be externally dripped directly onto the atomizer. Johnson
Creek, as well as most e-liquid manufacturers recommend never dripping e-liquid
onto an atomizer because doing so can cause the delicate atomizer to become
clogged and/or damaged. It is recommended that you drip into the cartridge wool
instead.
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Coupon Codes & Distributor Programs
Q: Do you offer coupon codes?
A: You bet! From time to time, we will release coupon codes directly on our web site as well as via various e-smoking internet forums. Discounts will range from 10% off to 50% off. We don't say when, and they don't last long, so check the web site often! Don't forget to follow us on Twitter and Face book, we often post one day promotional codes there.
Q: Do you offer quantity discounts?
A: Yes we do. If you plan on placing a
large order, please contact us for pricing, shipping, and production time information.
Q: I would like to offer Johnson Creek Original Smoke Juice on my web
site or in my shop. Do you offer any wholesale or distributorships?
A: We sure do! Check out our Partners
page for more information.
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FDA
Q: Are you FDA Approved?
A: We are not FDA approved, as the FDA has not yet made a determination
on whether or not to regulate the e-smoking industry.
Q: Are you FDA registered?
A: Johnson Creek Enterprises, Inc. facilities and operations
are FDA Registered (15681452094). The law now requires that all companies who
produce products for human consumption must register their facility and operations
with the FDA: Further, all information pertaining to a company's address and
nature of business must be current with FDA at all times.
Being FDA Registered assures our accounts, customers and the public that Johnson
Creek Enterprises, Inc. is a fully disclosed company with the federal government.
Being FDA Registered does not imply that Johnson Creek Enterprises is a pharmaceutical
company or that its products have been approved or certified by FDA: Being FDA
Registered does mean that Johnson Creek Enterprises, Inc. places public safety
and well being as our top priority.
Q: Is the possible FDA involvement in e-smoking going to affect your
business?
A: No. We do not anticipate any real issues with the FDA as
they begin to develop rules and regulations for the industry. In fact, we feel
that we already adhere to many if not all regulations they're likely to impose,
such as; child safety caps, & plastic shrink banded caps. We are also the
first company to voluntarily list our ingredients on our bottles and print warnings
for children and pets. We're also quite proud of the ultra sanitary conditions
and use of personal protective equipment in a HEPA-filtered environment in which
we bottle our Smoke Juice. Johnson Creek Original Smoke Juice is made in America,
with the highest grade ingredients available. While we do not know what the
FDA will choose to do with regard to regulating the e-smoking industry, we're
ready for and welcome their involvement.
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PayPal and Payment Options
Q: Can I place an order over the phone and pay for it with a credit
card or check?
A: For your safety, we do not accept phone orders at this time.
All orders must be placed and paid for directly on our web site.
Q: What happened to PayPal payments?
A: On Thursday morning, July 30, 2009, we were told by PayPal that
they would not be processing future transactions relating to the e-cigarette
industry – in our case that included credit card and debit cards not tied
to PayPal accounts. Though we were disappointed to see PayPal ignore our long
and successful relationship, we were able to make the transition to a new processor
with barely a hiccup. Though we understand many customers enjoy the conveniences
of PayPal, we can assure you that our payment process is safe and secure –
It uses 128-bit SSL encryption (the highest commercially available) and adheres
to PCI (Payment Card Industry) Security Standards to keep your data safe. To
learn more, read about PCI Standards from Authorize.net
and the PCI
Security Standards Council. We do not know how thorough PayPal’s actions
will be in regards to e-smoking. As one of the most life-changing industries
to reach many of our customers in recent years, we hope these changes won’t
hinder the growth of such important technology. Similarly, we hope that any
of our peers working with PayPal will be able to overcome any potential obstacles
and continue to reach the people seeking these products.
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Original (PG) and Red Oak (PG-Free) Recipes
Q: What is 'PG'?
A: PG or propylene glycol is an organic compound (a diol alcohol),
usually a faintly sweet, odorless, and colorless clear viscous liquid that is
hygroscopic and miscible with water and acetone. Propylene glycol is recognized
as generally safe for human consumption by the Food and Drug Administration.
It is used in food coloring, and flavoring, as an additive to keep food, medicines
and cosmetics moist, and in machines that simulate smoke. Propylene glycol functions
to provide the vapor mist that looks like smoke and to suspend flavor.
Q: What is Red Oak, a PG Free Smoke Juice from Johnson Creek? A:
Red Oak is our new line of 100% PG Free Smoke Juice.
Q: Why choose either PG or PG-Free over the other?
A: Although the vast majority of our customers notice little to no
difference between the two, a small number of people find propylene glycol to
be an irritant (sore throat, etc.) We launched Red Oak Smoke Juice so everyone
is able to enjoy Smoke Juice by Johnson Creek.
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Refills and Cartridges
Q: How do I refill my cartridges, and how many times can I refill my
cartridges?
A: These are great questions we get asked routinely, we have
actually devoted an entire section on our web site. to this. Please feel free
to check out our Getting
Started section.
Q: How many refills can I get out of a bottle of your juice?
A: The best way to answer this question is to figure out how
much juice your carts hold. Experimenting with the help of our 3mL
syringe with needle is a good way to learn that, or check out our Getting
Started section for some estimates.
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Returns & Refunds
Q: What's your return policy?
A: If for any reason you are not completely satisfied with
your purchase within 60 days of receiving it, we'll take it back. That's it.
We cover the shipping, and we offer exchanges, store credit, or full refunds.
We want you to know that we are that confident in our product, and that we are
committed to you, our customer.
Q: I would like to return my order, what do I do?
A: If you're within our 60-day return period, we'll happily
take it back and issue you an exchange, store credit, or full refund. Simply
email our Customer Support team at support@johnsoncreeksmokejuice.com
with your order number to get the return process started.
Q: What if I've tried the juice and I still want to return it?
A: No problem. Email us at support@johnsoncreeksmokejuice.com
with your order number to get your return started.
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Shelf life and Storage
Q: How should I store my Johnson Creek Original Smoke Juice?
A: Make sure to always store the bottles in a dark, cool, dry
place. Excessive exposure to sunlight can damage the juice and cause discoloration
to the liquid.
Q: What is the shelf life of Johnson Creek Original Smoke Juice?
A: The shelf life of Johnson Creek Smoke Juice is approximately
6 months if stored in a cool, dark, dry place away from direct or indirect sunlight.
If stored in the refrigerator, the shelf life is approximately 8 months. We
would encourage you to never store Johnson Creek Original Smoke Juice in a car,
or within reach of children and pets.
Q: My liquid has changed in color since I've ordered it. Is it still
safe to use?
A: While very rare, discoloration is harmless. It's usually
caused by oxidization, extreme temperature changes, or direct sunlight.
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Shipping
Q: How long after you receive my order do you ship?
A: Fast. No, really. Fast. Generally any order placed by 9AM
CST is shipped same day. Everything else is shipped next day. In the interest
of technicality, you should know a couple things about our shipping. First,
we believe strongly in giving our staff time with their families, so we don't
work on weekends or federal holidays. Second, very large orders may take longer
than one business day. If you plan on placing large orders for resale, head
over to our partners page
to find out how you can become a new wholesale customer.
Q: What are these federal holidays you speak of?
A: Glad you asked! The observed federal holidays for 2009 &
2010 are listed below. It's important to remember that the United States Postal
Service (USPS) is a federal agency too, so any time you have an order coming
via USPS Priority Mail, it'll be delayed if it is supposed to ship on or around
any of these holidays.
| Federal Holidays, Observed |
| Wednesday, November 11, 2009 |
Veterans Day |
| Thursday, November 26, 2009 |
Thanksgiving Day |
| Friday, December 25, 2009 |
Christmas Day |
| Friday, January 1, 2010 |
New Year's Day |
| Monday, January 18, 2010 |
Martin Luther King, Jr.'s Birthday |
| Monday, February 15, 2010 |
Washington's Birthday |
| Monday, May 31, 2010 |
Memorial Day |
| Monday, July 5, 2010 |
Independence Day |
| Monday, September 6, 2010 |
Labor Day |
| Monday, October 11, 2010 |
Columbus Day |
| Thursday, November 11, 2010 |
Veterans Day |
| Thursday, November 25, 2010 |
Thanksgiving Day |
| Friday, December 24, 2010 |
Christmas Day |
Q: I've placed an order and now I want to place an additional order
and combine my shipping charges, is this something you can do?
A: Just like making a change to an an order, any modifications
to an order must be submitted to us via email at support@johnsoncreeksmokejuice.com
as soon as you can. Orders placed between 9AM and 9PM have until 9PM to be adjusted.
Orders placed at between 9PM and 9AM have until 9AM to be adjusted. After these
times we cannot guarantee that we will be able to combine your orders for one
shipment.
Q: How can I find out if my order is shipped?
A: Once your order has shipped, you'll receive an email from
us containing confirmation. From there you can log in to your Johnson Creek
account and check the status and tracking on any past orders.
Q: Do you offer expedited shipping?
A: We offer UPS Next Day Air (where available,) UPS Next Day
Air Saver, UPS 2nd Day Air, UPS 3 Day, and UPS Ground. However, please note
that the shipping time only refers to the amount of time the order is in transit,
not the time it takes to process, prepare, produce, pack and ship your order.
Processing times will still be approximately 1 business day for most items.
Q: What are transit times?
A: Transit time means how long it takes for your order to get
to you after it has left our facility. That does not take into account how long
it takes us to ship your order, though. We usually ship same-day if your order
is placed before 9AM CST. Here's a list of UPS's guaranteed transit times:
| Service
| Delivery Commitment
| Time |
| UPS Next Day Air |
Next Business Day |
Delivery typically by 10:30 A:m. |
| UPS Next Day Air Saver |
Next Business Day |
Delivery typically by 3:00 p.m. |
| UPS 2nd Day Air |
2 Business Days |
Delivery typically by end of day |
| UPS 3 Day Select |
3 Business Days |
Delivery by end of day |
| UPS Ground |
1-5 Business Days |
Delivery based on distance to destination
(View
Ground Map from Johnson Creek) |
Q: What if my UPS shipment takes longer than the transit time I selected?
A: While extremely rare, from time to time shipments do not reach their
intended destination in the committed time. If you pay for UPS shipping and
it doesn't arrive in the committed time, let
us know. We've built a strong relationship with UPS, and we'll work with
them so that you don't have to file a claim or wait to be reimbursed.
Q: It's been more than 2-3 days, and my USPS shipment has not yet arrived.
Can I get my shipping refunded?
A: It's important to remember that USPS Priority Mail's transit time
is not guaranteed, and it doesn't have detailed tracking info. That's why we
offer a variety of guaranteed UPS services as well. Priority mail is usually
fast for the price, but the USPS makes no promises. The 22 digit number that
is emailed to you when your order is shipped is a Delivery Confirmation number,
NOT a tracking number. From the USPS web
site:
"Delivery Confirmation™ Provides the date, ZIP Code™ and
time your article was delivered."
Q: Do you ship overseas?
A: Yes. However, please note that Johnson Creek only ships
to countries outside of the European Union. We do however have an exclusive
distributor in the United Kingdom, liberro.co.uk,
where you can buy the full line of Johnson Creek products. liberro.co.uk
is one of the best and most respectable sites in our industry, and will ship
anywhere in the UK and EU! For our international customers outside of the EU,
please check with local customs laws to ensure your order will not be seized
or held at customs. Please be aware some countries will apply local duties,
taxes or tariff charges to your package and you will be responsible for paying
those fees. If your package is seized by customs or you choose not to pay the
local duties, taxes or tariff charges we are not responsible for refunding your
shipping charges or order.All our international shipments are accompanied by
all necessary paperwork, fully filled out in compliance with US & local
customs law.
Q: Are there any other countries you are unable to ship to?
A: At this time, we're unable to ship to any country currently
embargoed by the United States, as well as the following countries:
Australia, due to a policy of the Department of Health and Ageing.
Canada, due to an advisory by Health CanadA:
Israel, due to a recent ban by the Ministry of Health.
Russia, due to customs inconsistencies.
Saudi Arabia, due to customs inconsistencies.
Brazil, due to rejections at customs.
Brunei, due to prohibition under Section (6) of the Tobacco Order 2005.
Q: What if my preferred shipping method is unavailable?
A: Our shipping methods are available by location, and as such
some methods are not available in all countries & localities.
Q: I live in Wisconsin, can I come pick my order up instead of having
it shipped?
A: Although we appreciate the request, our facilities do not
include a retail storefront. All orders must be placed on our web site and shipped
directly to your address.
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Suggestions
Q: I have a future product suggestion, how can I let you know?
A: If you have a future product suggestion feel free to email
us at products@johnsoncreeksmokejuice.com.
Before offering any unsolicited suggestion, please review our terms, available
here. Please note
we get many suggestions regarding our product lines. Although we would love
to respond to each individual suggestion, we're not always able to. We appreciate
your enthusiasm and if we are interested in your suggestion, we will contact
you.
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Our Juice
Q: Is your smoke juice made in America?
A: Yes it is! Johnson Creek Original Smoke Juice is proudly
made from scratch with the finest ingredients right here in Johnson Creek, WI.
Q: Do you offer a zero-nicotine smoke juice?
A: All of our flavors come with a zero-nicotine option.
Q: Is your zero nicotine juice completely nicotine free?
A: Our zero nicotine recipe is entirely free of nicotine.
Q: What nicotine strengths can be ordered for a Sample Pack or Welcome
Kit?
A: At this time we only offer our Sample Packs and Welcome
Kits in Medium (18mg) strength.
Q: I'm interested in learning about any upcoming products and flavors
Johnson Creek Original Smoke Juice is working on. Where can I get information?
A: Though we do not comment on flavors or products that may
or may not be in development for our future product lines, we do have a newsletter
you can sign up for right on the front
page of our web site. We also make announcements about company and industry
news on our company blog, at news.johnsoncreeksmokejuice.com.
Q: Do you have unflavored juice or 36mg strength juice available?
A: At this time we do not offer an unflavored juice or a 36mg
strength juice.
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Miscellaneous
Q: Why don't you offer e-cigarettes and e-cigars?
A: At Johnson Creek, we feel it's better to do one thing and
do it extraordinarily well than do many things adequately. As such, we decided
to focus exclusively on developing our smoke juice and making it the best in
the world.
Q: I'd like to make a change to an order I've already placed, what
should I do?
A: Any modifications to an order must be submitted to us via
email at support@johnsoncreeksmokejuice.com
as soon as you can. Orders placed between 9AM and 9PM have until 9PM to be adjusted.
Orders placed at between 9PM and 9AM have until 9AM to be adjusted. After these
times we cannot guarantee that we will be able to catch your order before it's
out the door. (We're that fast!)
Q: Do you edit or omit any of the reviews you get?
A: No. Integrity is very important to us and as such, all reviews received are published and we do not omit or edit reviews unless they contain profanity.
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An American Company
