FAQ for your ACTIVE™ products
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Testing and Ordering
How soon should I expect my order?
Orders usually ship out same day if placed before 11AM PST, or next day. Depending on your location, you can expect the order within 2-5 business days.
A custom AVD order can be expected between 6-8 weeks from order date.
Simply reach out to us via email or phone calll to discuss your needs and we can arrange samples for testing.
We are unable to accept returns on certain items. These will be carefully marked before purchase.
Product Safety and Info.
How does ACTIVE™ verify that products are heavy-metal free?
ACTIVE™ routinely batch tests products per cGMP standards and routinely runs shelf-life tests and leachability studies. Additionally, independent US third-party laboratories test ACTIVE™ cartridges for heavy-metal content.
What materials does ACTIVE™ use for cartridges?
Oil touching parts comply with US and Canadian regulations to meet and to exceed consumer-safety standards. We use glass that contains no arsenic, cadmium, mercury, or lead. Plastics are BPA-free. Cotton is pesticide-free. We also don’t use additives like glycol. You can read more about ACTIVE™ product safety here.
What international battery safety standards does ACTIVE™ adhere to?
RoHS compliant. RoHS or “Restriction of Hazardous Substances” is a European Union restriction on the use of specific hazardous materials found in electrical and electronic products.
US FCC and EU CE compliant The ACTIVE Seed, Stik, and Alpha batteries are FCC compliant confirming electromagnetic interference are within approved limits.
What international manufacturing standards does ACTIVE™ comply with?
cGMP 820 certified- International Standards referring to Current Good Manufacturing Process for medical devices
cGMP 110 certified- International Standards pertains to good manufacturing standards in the food and other industries
ISO 9001 certified- International Standards referring to quality management
ISO 14001 certified- International Standards referring to environmental impact management
ISO 13485 certified- International Standards for best practices used in the manufacture of medical devices
ISO 45001 certified- International Standards pertaining to occupational health and safety management
HAACP certified- International Standards for the systematic approach to control safety hazards in the food industry
How does ACTIVE™ maintain product reliability?
- Pre-quality control raw materials selection
- In-line assembly quality control
- Post-manufacture final product quality control
ACTIVE™ Technology
Do ACTIVE™ cartridges work with both thin and thick oil viscosities?
ACTIVE™ cartridges and batteries are specifically designed to properly vaporize a variety of cannabis oil types and viscosities using various aperture sizes, cotton densities, ceramic micro-core inlets and heat control. Unsure which cartridges are best for your oils? Be in touch and one of our viscosity experts will suggest the cartridge and battery voltage combination best suited to your oils.
How do ACTIVE™ vaping devices deliver true strain flavors?
Precise material selection, advanced ACTIVE No-Burn Technology™ combine to preserve delicate terpene and cannabinoid profiles. You can read more about our technology here.
What differentiates ACTIVE™ technology from other hardware?
ACTIVE™ leadership team comes from the cannabis industry. We also have some of the brightest aeronautical and fluid dynamic engineers focussed on the intricacies of cannabis oils and vaporization technology. Combine that with exceptional product design and the result is superior oil absorption, heating, vaporization, and flavor.
Filling and Capping
Does ACTIVE™ provide cartridge filling and capping solutions?
Yes! we work closely with the leading filling and capping solution providers and have developed various auto-filling options to save you time, human capital, and for more precise filling and capping. Need help with your automation? Let us know and one of our technical experts will be in touch to advise.
Customizations
Can I customize ACTIVE™ cartridges, all-in-ones, and batteries?
Yes! Customizations are an essential part of our services. ACTIVE™ Design House will work with you to create on-brand and distinctive designs using a variety of techniques, colors, and finishes. If your business is ready for the next level of customizations, speak to us about Classic, Premium, and Hyper Customizations.
About ACTIVE™
How do I contact ACTIVE™?
Please refer to our contact page for email and local contact telephone numbers for sales, support, and general inquiries.
Troubleshooting and Hacks
Why won't my adjustable airflow mouthpiece cartridge work with my ACTIVE™ battery?
The style of cartridge you're using is known as a “Top Airflow” cartridge, so named because the airflow intake is at the top of the cartridge instead of at the bottom.
The issue you're having is cartridges with this airflow design are incompatible with auto draw - breath activated batteries, such as ACTIVE™ STIK, Seed, and Alpha batteries. Auto draw batteries require the airflow intake to be located at the bottom of the cartridge to allow the battery sensors to activate on inhalation.
Give one of ACTIVE™ cartridges a try! They're designed to work best with ACTIVE™ batteries although any standard 510 thread cartridge is compatible with our batteries.
How do I charge my ACTIVE™ SEED, STIK, ALPHA and CLONE batteries?
To charge your ACTIVE™ battery, use a USB power adaptor. You probably have one from another electronic device.
We recently stopped including power adaptors with our batteries to reduce our collective carbon footprint and to help eliminate waste. If you happen to get a power adaptor with one of our batteries, simply plug the smaller end of the adaptor into your battery and the other end directly into a computer or other electronic device with a USB port (it may look like it doesn’t fit, but it does!)
Note: Do not use power chargers that output more than 5 volts. These may damage the battery.
How do I clean my ACTIVE™ cartridges?
If your cartridge is sticky, clogged or you experience airflow or activation issues, cleaning your cartridge connections will most likely easily resolve the issue.
Pro-tip - grab an alcohol based product like isopropyl or ethyl. 70% alcohol is ideal. Lightly dampen a wipe or swab with your alcohol solution making sure that your wipe or swab is not dripping. It should be only slightly damp. Please squeeze out any extra moisture.
Remember, ACTIVE™ cartridges have a premium center pin spring connector. Be gentle to avoid breaking the spring as you proceed with the following steps. You can always repeat the procedure if your connection is very dirty.
Using your swab or wipe, clean:
around the side air holes located at the base of the cartridge and above the threading
around the threads
around the center pin. (Being careful not to push in the center pin)Allow the cartridge to fully dry before reconnecting to the battery.
How do I clean my ACTIVE™ batteries?
If your battery is sticky, clogged or you experience airflow or battery activation issues, cleaning your battery connections will most likely easily resolve the issue.
Pro-tip - grab an alcohol based product like isopropyl or ethyl. 70% alcohol is ideal. Lightly dampen a wipe or swab with your alcohol solution making sure that your wipe or swab is not dripping. It should be only slightly damp. Please squeeze out any extra moisture.
Remember, ACTIVE™ cartridges have a premium center pin spring connector. Be gentle to avoid breaking the spring as you proceed with the following steps. You can always repeat the procedure if your connection is very dirty.
Using your swab or wipe, clean:
around the battery threading
the battery center contact point
Allow the battery to fully dry before reconnecting to your cartridge.