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Frequently Asked Questions
 

Below is a list of questions and answers for the inquiries we most commonly receive from our customers. If you have a question that does not appear below, please don't hesitate to contact us.
 

  1. How do I place an order?
  2. Where is my order?
  3. How long do I have to wait before my order is shipped?
  4. Help! I entered the wrong shipping address and I need to change it.
  5. How do I order custom glass?
  6. Did my order go through?
  7. How do I track my order?
  8. How do I Modify/Cancel my order?
  9. I have a missing/incorrect/broken item.
  10. I selected Check/Money Order at checkout, where do I send my payment?
  11. Why don’t you offer other payment methods?
  12. My promotional or discount code isn’t working.
  13. I didn’t get the color of wand/heater cover I ordered.
  14. What are the different types of wand and heater covers?
  15. Will this work with that?
  16. Will Silver Surfer products work with Da Buddha (and vice-versa)?
  17. How do I use this thing?
  18. Do you offer discounted units?
  19. What size screens do I need?
  20. Do you make units with different types of plugs/voltages?
  21. Where are your glass products made?
  22. How should I clean my glass?
  23. My unit isn’t working, does it need repair?
  24. How much does repair cost?
  25. How long will my repair take?
  26. Why can’t you just send me the parts and let me fix it myself?
  27. What is your return policy?
  28. How much will shipping cost?
  29. How discreet is your packaging?
  30. Do you ship internationally?
  31. Are there any places you won’t ship?
  32. What are the limitations of the warranty?
  33. Authorized Retailers
  34. How can I become an authorized retailer?


 

How do I place an order?


  • To place an order, simply click on the item you wish to purchase. Item categories can be accessed via the menu along the top of our webpage. Products are located in two categories: Vaporizers and Accessories. Additional sub-categories will appear when you mouse-over the Main Menu headings. Once you have located an item you wish to purchase click on the item name or image for a product description, or click on the ‘add to cart’ button to add the item to your shopping cart. To access your shopping cart click on the ‘My Cart’ link below the main menu. From your shopping cart you may change the quantity or add/remove items from your order. You may also estimate shipping charges by entering your information at the bottom of the Shopping Cart page. Once you are ready click on the ‘Proceed to Checkout’ button to continue. You may register for an account, log in to an existing account or select the ‘Checkout as Guest’ option. Enter your address information, select a shipping method, and select a payment method*. Click on the ‘place order’ button to complete your order. 

 



Where is my order?


  • If you created a user account and were logged in at the time of purchase, you may check the status of your order at any time by logging in to the website and clicking on ‘My Account’ and selecting ‘My Orders’ from the navigation pane along the left hand side of your screen. Click on the ‘View Order’ link for more detailed information about your order. 
  • If you selected the ‘Checkout as Guest’ option you will have to Contact Us to check on the status of your order. 

 


 

How long do I have to wait before my order is shipped?


  • Our processing time on standard orders is 24 hours, with exception to out-of-stock items.
  • Processing time on custom orders is 3-6 days.
  • ‘Design Your Own’ Wave Rider Series and Custom Engraving orders are subject to copyright approval and may take additional time to process.



 

Help! I entered the wrong shipping address and I need to change it.


  • Please Contact Us as soon as possible to correct your shipping information. Once an order has left our warehouse we are unable to retrieve it from the postal service. If you selected UPS or Fedex for your shipping method, we *may* be able to contact them and request delivery to an alternate address.




How do I order custom glass?


  • If you would like to order custom glass you can Contact Us directly to place your order.
  • Custom glass orders may take 6 to 8 weeks to complete.
  • The artist may need to change certain aspects of customers' preferences for the piece to come together.

 

 


 

Did my order go through?


  • You should receive an e-mail confirmation when you order is submitted for processing and another e-mail when your order is shipped.
  • If you created a user account and were logged in at the time of purchase, you may check the status of your order at any time by logging in to the website and clicking on ‘My Account’ and selecting ‘My Orders’ from the navigation pane along the left hand side of your screen. Click on the ‘View Order’ link for more detailed information about your order.
  • If you selected the ‘Checkout as Guest’ option you will have to Contact Us to check on the status of your order.




How do I track my order?


  • Once your order has shipped you will receive an e-mail with your tracking information.
  • If you did not receive your e-mail you can log in to ‘My Account’ or Contact Us for your tracking information.




How do I Modify/Cancel my order?


  • Please Contact Us to modify or cancel your order.




I have a missing/incorrect/broken item.


  • 7th Floor provides a FREE 3 year warranty on all electrical parts, and a 30 day warranty for all glass on the SSV unit.  To make a claim on the glass you must take a picture of the damaged piece and send it to: customercare@7thfloor.biz.  We appreciate your honesty in making these claims.
  • If an item was missing from your order, please Contact Us for replacement.
  • We will gladly accept any new, unused items for return or exchange within 30 days of purchase. Please Contact Us to return or exchange items.




I'm paying with Check/Money Order, where do I send my payment?


  • Please make checks payable to “7th Floor, LLC” and send to:   7th Floor LLC

                                                                                                      1420 Aviation Way

                                                                                                      Colorado Springs, CO 80915





Why don’t you offer other payment methods?


  • We can only support Credit/Debit Card payment and Check/Money Order payment at this time. Please Note – if you are using a VISA Gift Card, you must register the card to your billing address with the card issuer.




My promotional or discount code isn’t working.


  • Promotional and Discount Codes are case sensitive.
  • Certain discount codes are only valid for a limited time. Make sure your discount code hasn’t expired.
  • Please Contact Us if you are having trouble with a promotion or discount code at checkout.




I didn’t get the color of wand/heater cover I ordered.


  • Due to the large number of possible color combinations, we cannot guarantee color choice on our replacement glass wands, heater covers, mouthpieces or knobs. We will select from what we have in stock while trying to stay as close to your color choice as possible.
  • If you are adamant about your color preference please Contact Us and we may be able to accommodate your request for a small additional fee. This may result in a longer order processing time.




What are the different types of wand and heater covers?


We currently have three different kinds of wand and heater cover combinations: Standard, Ground Glass, and Spherical Ground Glass. 

      1. Standard

  • Standard Wands are smooth with a flared end, they accept 15.8mm screens.
  • Standard Heater Covers have a smooth rounded tip with a small draw hole.

        2. Ground Glass
  • Ground Glass Wands have a 19mm male ground glass end, they accept 14.8mm screens.
  • Ground Glass Heater Covers have a 19mm female ground glass end.
  • Ground Glass wand/heater cover combinations do not need a hands-free adapter, they lock into place with a slight twisting motion. 

        3. Spherical Ground Glass
  • Spherical Ground Glass Wands have a large, rounded ground glass end, they accept 15.8mm screens.
  • Spherical Ground Glass Heater Covers have a large ground glass cup to provide a tight seal with the wand while also providing directional control over the airflow.
     

 




Will this work with that?


  • Many of our products will work with each other. We offer a variety of accessories and adapters to give you endless possibilities for the best vapor experience.
    • Water Pipe Adapters are designed to connect your tubing to a water-pipe or downstem, but they can also be used to connect your tubing to any female ground glass joint.
    • Our Glycerin-Cooled Vapor Tamers were originally designed to work in-line with our Life Saber Vaporizer, but they have a 19mm ground glass connection on each end. You could connect them to any other 19mm ground glass joint or use an adapter to connect it to your tubing.
    • Water Filters can not be used in conjunction with an Ice Chamber.
    • We offer plastic and metal clips to keep your ground glass connections secure. We also carry our very own "SICK CLIPS" designed by us, super durable and sexy.




Will Silver Surfer products work with Da Buddha (and vice-versa)?


  • All accessories that work with the Silver Surfer will also work with your Da Buddha Vaporizer, EXCEPT for the heater covers. SSV heater covers are made with a longer stem and a tilt that fits with the angle of the SSV, but does not fit with the angle of the DBV. If you'd like an SSV heater cover made to fit a DBV, please Contact Us.




How do I use this thing?


  • Click the appropriate link below to access our product manuals.
  • Vaporizer
    • How to use the vaporizer (video)
    • Proper temperature for vaporization
      • The temperature can differ depending on factors such as the type/state/amount of the plant matter and the vaporization method used. It is typically around 100 – 200° C (212° – 392° F), with higher temperatures leading to combustion.
      • The ideal temperature for your vaporizer can be found through practice and experimentation by setting the temperature to low, allowing it time to heat up, and slowly turning it up until vapors are achieved.
      • You can slowly increase the temperature as the plant cooks, pulling different vapors throughout the vaporization temperature range. The different vapors can have different effects, with lighter vapors typically more flavorful and smooth than the heavier vapors that occur as the plant matter turns increasingly brown.
    • I don’t see any vapor
      • Plant matter vapor is visible under the right lighting, it looks and behaves similarly to a very light smoke or mist. It is possible to blow “vapor rings”. Visually, it can be compared to seeing your breath on a cool night, with the exhaled vapor dissipating much more quickly than smoke. If you do not see or taste any vapor, you have 2 options. One being you can turn the heat up just a little, wait abour 30 seconds and inhale at your standard speed. Do this till you see and taste vapor. Option 2 is that you can inhale slower, this allows the air to travel by the heater slower, makeing it hotter. You can also use option 1 and 2 together.
  • AromaTop/Oil Diffuser
    • The AromaTop is used to diffuse essential oils and fragrant oils. Fragrant oils are not used in aromatherapy and are cheaper. Essential oils are just that, the essentials of the plant that it comes from. Place the new glass Aroma Top on top of the SSV. If you are using the SSV with the AromaTop then you should turn the temperature down to about ¼ power. If you wish to vaporize turn the SSV up to your vaporizing temperature that you normally use. When you are done vaporizing turn the unit back down. The AromaTop prevents the heat from leaving out the top so the SSV gets hotter. Before our Aroma Top gets hot put a little wax and a few drops of essential oils in the AromaTop dish. Only put cool oils in your dish if your dish is cool. Cold oils in a hot dish will cause the dish to crack. Another option is to use a wax melt and add a few drops of essential oils to the wax. You can get paraffin wax at you grocery store or you can use any candle wax. Be careful with the AromaTop when it is in use, as it gets HOT to diffuse the essential oils. If the wax or oils are spilled on you they will burn you, so please be careful. Place the SSV in a location that will prevent it from being knocked or bumped over when the AromaTop is in use. If you plan to move the SSV while using the Aroma Top, remove the Aroma Top before moving, but first turn the unit off and let it cool down. This will prevent you from spilling the oils or wax. When you are ready to remove the AromaTop or dish turn the unit off to let the dish cool down. Never use any flammable oils in the SSV!

 

 


 

Do you offer discounted units?


  • We strive to create a high quality product. As a result we often have slightly blemished units available for purchase at a discounted rate. Please Contact Us  or click here if you would be interested in purchasing a blemished unit. 


 

What size screens do I need?


  • Standard Wands accept 15.8mm screens
  • Ground Glass Wands accept 14.8mm screens
  • Spherical Ground Glass Wands accept 15.8mm screens
  • LSV Transfer Wands accept 14.8mm screens
  • LSV Heater Covers accept 20.1mm screens




Do you make units with different types of plugs/voltages?


  • Yes. We make units in both 110V and 220V models with the following plug options:
  1. Type B - North and Central America and Japan
  2. Type E - Germany, Austria, the Netherlands, Sweden, Norway, Finland, Portugal, Spain and Eastern Europe (among others)
  3. Type G-  United Kingdom, Ireland, Cyprus, Malta, Malaysia, Singapore and Hong Kong
  4. Type I - Australia, New Zealand, Papua New Guinea and Argentina
 
      




Where are your glass products made?


  • Our glass shop is located in Colorado Springs, Colorado. Our raw glass is manufactured in the USA, Germany, Chech Republic and China. We do the finishing work and make all of the custom pieces in-house. 



How should I clean my glass?


  • We offer a variety of cleaning products, which can all be found here. 



My unit isn’t working, does it need repair?


  • Vaporizer Troubleshooter (video)




How much does repair cost?


  • If your unit is still covered under warranty, there is no charge for the repair work. You will only be responsible for the shipping charges.
  • Shipping charges can vary. Please Contact Us for an estimate on shipping charges.




How long will it take?


  • Our standard turn-around time after we receive your unit for repairs is 5 business days. We will contact you after receiving your unit. If you do not return our calls or emails after 45 days of our initial attempt to contact you, the unit will be forfeited. 



Why can’t you just send me the parts and let me fix it myself?


  • Here is a link and video on how to change out your parts. Opening the unit and/or working on it yourself will void the warranty.





What is your return policy?


  • We will gladly accept any new, unused items for return or exchange within 10 days of purchase. Please Contact Us to return or exchange items. Shipping is non refundable.




How much will shipping cost?


  • Once you have your selected item in your shopping cart, you may estimate shipping charges by entering your information at the bottom of the page.




How discreet is your packaging?


  • We ship in discreet brown boxes or regular U.S. Postal Service boxes and the sender is listed as “7th Floor, LLC”.





  • Yes, we offer international shipment.




Are there any places you won’t ship?


  • We can ship anywhere in the world. There are risks involved with shipping to Germany or Israel. If you'd like to hear those risks and complete an order, please contact us. 




What are the limitations of the warranty?


  • Upon receiving your order you have 10 days to report any defect or damage in or on the glass, and 30 days to register your vaporizer to receive your extended warranty. For your glass to be replaced it must be unused, so be sure to inspect your glass, and do a test run with your vape to make sure you received all your parts and they fit well together.

    The warranty does not cover obvious abuse or neglect. Do not open the vaporizer's internal compartment without the permission of a 7th Floor representative. Any time you send your vaporizer to us, be sure to thoroughly clean your vaporizers, or you may be charged a cleaning fee to receive it back.

    For full warranty information, click your vaporizer below:




Authorized Retailers






How can I become an authorized retailer?


  • Please Contact Us if you are interested in becoming a retail partner.

 


 
The Silver Surfer Vaporizer, Super Surfer Vaporizer, Da Buddha Vaporizer, Life Saber Vaporizer, SideKick Vaporizer, and Elev8 Glass are not a medical devices and are
not intended to diagnose, treat, mitigate, cure or prevent any ailment, disease or other conditions. The 7th Floor Vaporizers are not intended to administer medicinal
or illegal products of any kind and are not intended for use with any substance that may affect the structure or any function of the body. If you have any health
problems consult your doctor or pharmacist before using. The Silver Surfer Vaporizer, Super Surfer Vaporizer, Da Buddha Vaporizer, Life Saber Vaporizer,
SideKick Vaporizer, and Elev8 Glass are not designed, nor intended for use with any material that is not lawful or may cause harm. The lawful and proper use of this
device is a condition of sale. Any improper use of any 7th Floor vaporizers voids the warranty. Any illegal use of these devices could subject the user to fines, penalties
and/or imprisonment under the law of your jurisdiction. All comments and testimonials presented, in any form, by customers are not and do not represent the opinions of the manufacturers.