Depending on your location and the verification provider used, you may be asked to confirm details such as your name, date of birth, billing information, or delivery information. If additional verification is required, you will receive instructions during checkout or from the delivery provider.
Ace Ultra products are intended only for adults who meet the minimum legal age requirement in their location. You must be 18 or older to purchase, receive, or use our products. By placing an order, you confirm that you meet the applicable age requirement.
Age verification helps us comply with applicable laws and ensures that adult-only products are not sold to minors. Verification may be required when you place an order and again when your order is delivered.
Purchase Ace Ultra products only from our official website or authorized retailers. Check that the packaging is sealed, professionally printed, and free from signs of tampering. Where available, use the verification code, QR code, batch number, or other authenticity feature shown on the product packaging.
Do not use a product if the seal is broken, packaging appears rewrapped, the label is damaged, the device is leaking, the mouthpiece is loose, or the product has an unusual smell or appearance. Contact our support team before using or disposing of it so that we can investigate.
Products that arrive damaged, defective, incorrect, or materially different from their description may qualify for a replacement or refund under our Return & Refund Policy. Eligibility depends on the nature of the issue, product condition, proof of purchase, and applicable consumer law.
Keep the device in a cool, dry place away from direct sunlight, moisture, excessive heat, open flames, children, and pets. Store it in its original packaging until use. Do not leave it in a hot vehicle or near radiators, heaters, or other heat sources.
If your device is new, remove all protective stickers, silicone plugs, or seals from the mouthpiece and airflow openings. Make sure the airflow path is not blocked and try taking a gentle, steady draw. Do not use excessive force and do not attempt to open, refill, or modify the device.
If the device still does not work, stop using it and contact us with your order number, product details, and a description of the issue.
Stop using the device if it produces a burnt, chemical, unusually harsh, or unpleasant taste. This may indicate that the device is empty, has been overheated, or is not functioning correctly. Do not continue using it to test whether the taste improves, and do not attempt to refill or repair it.
Contact our support team with your order details and product photographs so we can advise you on the next step.
Stop using it immediately and move away from the device if it is hot, swollen, cracked, smoking, sparking, or producing an unusual smell. Keep it away from combustible materials, children, and pets. Do not puncture, crush, charge, open, or disassemble it.
If it is safe to do so, place the device in a cool, isolated location away from direct sunlight while you contact us or follow local battery-disposal guidance. In an emergency involving fire or smoke, move away and contact the appropriate emergency service.