Question: Do you ship to my country?
Answer: We ship all our products via Amazon prime and non-prime. If you do not see your country listed in the Amazon checkout page, please contact us directly and we will ship out a product directly to you.
Question: Why haven’t I received my order confirmation email after ordering?
Answer: All orders will receive an order confirmation email immediately after completing the transaction. The only reason someone might not get an email is if you have unsubscribed out of all Amazon correspondence.
Question: How do I use the item I received?
Answer: All our products have an insert with instructions manual. We also regularly publish YouTube guides. If you still have questions, please feel free to contact us.
Question: How does the Safety Lock work?
Answer: The Safety Lock feature was created to help prevent children from accidental injury if they somehow had access to the lighter. This also helps from accidentally igniting the lighter and causing injury or loss of battery charge.
The safety lock is pretty simple and automatic. The lighter won’t turn on while the lid is closed. You can only turn the lighter on after opening the lid.
Question: What is your return policy?
Answer: All our products come with a 30 day return policy. In order to start a return/replacement process, contact Amazon if you purchased via Prime and us directly for non-prime.
Question: What are your hours of operation?
Answer: Our hours of operation are 9AM PST – 5PM PST less national holidays. We try our best to answer any questions within 3 hours of receiving them.
Question: How do I charge my lighter?
Answer: You can charge all our lighters using aa micro USB cable provided with the item. You can also use any other micro USB cable you have. In order to maximize the battery life, do not charge for more than 2 hours at any given time.
Question: What if I got the wrong color?
Answer: Please contact Amazon directly if you purchased via Prime and their award winning customer service will help you out. Contact us if you still have any concerns. We strive to provide best customer service and will do everything in our power to resolve the issue.
Question: How do I clean the lighter?
Answer: You should never have to clean the lighter as they do not produce any tar or smoke. If you still want to clean, you can use a cotton swab dipped in cleaning alcohol. Please ensure to use the swab gently and do not scrub it too hard.
Question: What does dual arc mean?
Answer: You might have seen a lot of our competitors selling single arc lighters. Dual ARC is the award winning new technology that created a dual beam while using the lighter. This ensures a complete windproof solution to all your lighting needs. If you see a X as a beam, its dual beam.
Question: How do I check for authenticity?
Answer: You can only buy our lighters from our official Amazon, Ebay and Groupon stores. We do wholesale but do not authorize any wholesaler to sell online. So if you buy from any other website, it might be a counterfeit. All our lighters come with a NW written on them. Also the box contains our name. If you suspect you received a counterfeit product, please contact us so we can inform the authorities.
Question: My lighter arrived with blemishes or cosmetic defects. Now what?
Answer: If your lighter arrived with blemishes and cosmetic defects, please contact us.
Question: What do the LED light at the side indicate?
Answer: LED light serves the purpose of charging indicator light. When you put your lighter to charge, light will be on to indicate its charging. LED Light also glows while the lighter is in use.
Question: Can the battery for my lighter be replaced?
Answer: Your lighter contains no user-serviceable parts. DO NOT attempt to open, modify, or disassemble your lighter or remove, crush, puncture the battery in your lighter, expose it to high temperatures or liquids. Disassembling your lighter may damage it, or may cause injury to you, and voids the limited warranty.
Question: How many lights can a lighter get per charge?
Answer: The number of lights depends on the duration of a light. All our lighters can get up to 300, 4 second lights with proper usage (allowing a minimum of 10 – 20 seconds between each light).