FAQ: Frequently Asked Questions
Contents:
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.
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.
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.
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!
Q: Do you offer quantity discounts?
A: Yes we do. However, we do not plan to accept any new volume or distributor applications until September, 2009. 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. Do you offer any wholesale or distributorships?
A: We sure do! Check out our Partners page for more information.
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.
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, 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.
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.
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.
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.
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.
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, E-Cigs.co.uk, where you can buy the full line of Johnson Creek products. E-Cigs.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.
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.
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.
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.
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!)