Dear Summit: Customer Service Specifics

Hey there, vape fans!

We have a legendary Customer Service department that works around the clock to keep you as happy as possible. Read some reviews of our company, and you’ll see an endless sea of love for our Customer Service representatives. As you might expect, they get a lot of the same questions over and over. I’ve compiled a list of frequently asked questions, brought to you by the good folks in the Mt. Baker Vapor Customer Service team!

1. Where is my order?

Once a package leaves our facility, it’s in the postal service’s hands. There’s not a lot we can do about lost, delayed, or transit-damaged packages, if the error wasn’t on our end. Fortunately, you can track your package on the sites of our various mail carriers on their sites! Within your purchase confirmation/invoice email, you can find your tracking number. Plug the tracking number into the applicable tracking site for updates on your shipment.

Keep in mind, many of the estimated times of delivery are not guaranteed. When shipping internationally, be sure to know the Customs policies of the destination, as different countries have different policies on vaping products.

If the shipping error was Mt. Baker Vapor’s fault (nobody’s perfect!), be sure to contact Customer Service, and they will work with you to make it right. Be sure to familiarize yourself with our Return Policy, as well!

2. My e-juice doesn’t taste right. What’s going on?

Some folks don’t know most of our e-juice is made when you order it. A crucial process occurs after a bottle of e-juice is mixed, in which the nicotine, flavoring, propylene glycol, and vegetable glycerine bonds. This process is known as “steeping,” and we recommend waiting 2-4 weeks before vaping Mt. Baker Vapor e-juice. This process takes longer for tobacco flavors, higher VG blends, larger bottles, and added flavor shots. For best results, keep your Mt. Baker Vapor e-juice out of direct sunlight, and shake your bottles once or twice a day to agitate the blend.

For those who can’t wait, you can buy our pre-steeped GWAR Fluids, or you can “quick-steep” your bottles. To quick-steep, place your bottles into an air-tight plastic baggie. Place the sealed baggie into a sink full of warm water, and let it sit for 15-25 minutes. Repeat this process a few times over the course of two to three days, and your e-juice will be more steeped in less time.

If you’ve steeped your e-juice fully, and your e-juice still doesn’t taste how it should, an error could have occurred in the mixing process. If this is the case, notify a Customer Service representative so they can help make it right.

3. I’m new to vaping…. Where do I begin?

Starter Kits are a great first step in your vaping journey. A Starter Kit will have everything you need inside to get going. We even include a complimentary 15mL bottle of your choosing with each Starter Kit you order! Great products for starting out: MVP, Joyetech Ego One, Kanger EVOD MEGA, Innokin Beginner, and the SUBOX Nano are all great starter kits for someone looking to make the switch.

In terms of nicotine strength, a heavy smoker making the switch will likely need a higher nicotine level (12-24mg), whereas an occasional smoker should look to 0-6mg levels. 50/50 blends of PG/VG are recommended for newbies, unless they have a higher-powered vape out the gate. For sub-ohm newbies, higher VG levels are recommended.

4. Why did my plastic tank break?

Unfortunately, certain flavors are know to crack or break plastic tanks. This occurs because some of our flavors are more acidic than others. We’ve compiled a full list of our plastic tank-crackers, so you’re not in the dark.

We’d recommend buying a glass tank. With glass, you don’t have to worry about cracking or breaking (from the juice). You have to be careful not to drop or damage your glass tank, because the laws of physics are real. Glass will break if it is compromised by significant forces.

5. My device isn’t working. Why won’t my device turn on?

It’s important to know the proper technique for turning on a vaping product. Many vaping devices require a rapid five clicks of the “fire” button to activate. If this doesn’t work, check the user’s manual and/or online forums for the proper startup technique.

Knowing what equipment and power ranges are compatible with your setup is crucial for proper vaporizer function. Make sure you have the proper coil inserted, and the resistance is suitable for the battery you’re using. If you’re completely in the dark, the experts in Customer Service can walk you through equipment compatibility.

There is a chance your equipment is defective. If you’ve tried everything, and you’re at your wit’s end, contact a Customer Service rep, and look into our Return Policy for the best course of action.

6. Why does my juice taste burnt?

This has happened to every vaper. If you get a nasty, burnt taste, there’s a good chance your coil needs a change. Sometimes, your wattage will turned up too high for your equipment to handle. Priming your coil, proper wicking, sufficient juice, and clean equipment are prerequisites for great vapor taste!

Well, that about wraps it up for this week’s Dear Summit blog. Of course, these questions don’t cover every question you may have about vaping. Luckily, there is a wealth of information online. A lot of solutions are a Google search away. Our Customer Service department is here to help you, and please don’t hesitate to contact them, so you can get the most out of the Mt. Baker Vapor experience!

Something to think about:

Has Mt. Baker Vapor’s Customer Service department ever made your day? Feel free to share your wonderful experiences below!

Tim Mechling

Tim is Mt Baker Vapor's resident creative weirdo. He writes, composes music, draws, designs, produces podcasts, investigates, and blows the trumpet for the Common Man.

  • Chandler says:

    Why did Mount Baker discontinue flavors like “Blue Drake” and “Extreme Soda?”

    • John Swanke says:

      We take pride in being able to offer a wide variety of flavor options. That being said, some flavors just don’t stand the test of time. There are many factors to consider when a flavor gets cut. Some are seasonal flavors or limited release, and some just don’t really sell. Unfortunately, for whatever reason, these flavors had to be cut in order for us to continue serving up the best vaping experience possible.

  • Mitch Rubin says:

    Before this blog post ever came out ive been signing the praises of mbv customer service. They are on a whole’nother level. I dont even know what to write, theres not much to say in this case, the customer service is simply exemplary. Speaking of discontinued ejuice flavours, people around here (greater toronto area) kinda know of my foundness for mtbakervapor and tend to come to me, of all ppl, regarding mbv flavours. A couple weeks ago i was at a local vape shop that carries mbv and this guy i “know” through vaping comes up to me and says “hey bro, whats the deal with mbv? Wheres rainbow roundies?” After a quick speed read through the mbv rolodex of flavours in my head i told the dude that while in fact i too had noticed rainbow roundies was no longer available in stores or on the mbv website that there was an even better “replacement” for said ejuice and that he should definitely check out beast treats. I actually rambled off probably 7 different candy flavours i could think of off the top of my head and he ended up buying Happy Rancher which is a personal favorite of mine. Truthfully the shop didnt have beast treats so even if he wanted too he couldn’t get it. I also recommend a sleeper to him……blueberry. So simple yet so complex, blueberry is the shit! He wasnt sure of my suggestion so he only got a 15ml of it…..im sure hes refilled that bottle, plus more, in the past 2 weeks. So long story short….while some favourite flavours for some may be gone theres always a substitute equally as good or even better in the mbv flavour menu. It may take a couple orders to find it or it may not but i assure u with the amount of options mbv offers and how good those options are, ur bound to find ur new all day vape if ur previous one has been discontinued.

    • John Swanke says:

      Thanks again for all the support and kind words, Mitch! You’re the man!

      Your recommendations are spot on as well. Hopefully more people will get to experience the extreme pleasure that is vaping Beast Treats.

  • Evan says:

    you know I just can’t seem to get away from the old MT3S tanks! They are big 3ml, not glass so they won’t break and they produce great vapor. I have tried several time to switch to glass tanks, but I just can’t seem to get involved with Protanks, Aspire Nautilus, Aerotanks, etc,. I want to upgrade because I know I’m still living the old ages of vape tanks, so I am trying to find the right tank that is the closet to the older MT3S….any suggestions??? 🙂

  • Evan says:

    I have to say, besides E-bay, you guys are THE BEST online customer service I have ever had the pleasure of dealing with! You guys are simply GREAT! Keep on keepin’ on! 🙂

  • Amanda says:

    This answers so many of the questions I had when I first started out, good list!

  • Michael says:

    Carl Sagan gif = coolest vape juice company in the history of the universe.

  • Devonna says:

    Thank you !

  • Devonna says:

    This answers all my questions.

  • Devonna says:

    Thank you

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