Warranty
Quality gear should last. When something goes wrong that isn't normal wear, we're here to help you get it sorted, whether the coverage comes from the manufacturer or from us directly.
Manufacturer Warranties (We Help You File)
Most new products we carry, from Storz & Bickel, Arizer, Puffco, DynaVap, Dr. Dabber, Pax, MJ Arsenal, Santa Cruz Shredder, and Blazer, include a manufacturer warranty. Coverage length and terms are set by each brand and vary by product and component.
We act as your advocate. If your unit qualifies, we'll help you file the claim with the manufacturer, point you to the right documentation, and follow up to keep things moving. Think of us as your corner of the ring.
What's Typically Covered
Manufacturer warranties generally cover defects in materials and workmanship under normal use, such as:
- Heating elements and batteries that fail prematurely.
- Electronic faults and charging issues.
- Manufacturing defects present from day one.
What's Typically Not Covered
Warranties generally do not cover:
- Normal wear and tear and cosmetic aging.
- Consumables and wear parts: screens, filters, O-rings, seals, wicks, cotton, batteries past their rated cycle life, and mouthpieces.
- Damage from misuse, drops, mods, unauthorized repairs, or improper cleaning.
- Use with anything other than legal dry herb and concentrates.
- Glass breakage — hand-finished glass is fragile by nature, and breakage from drops or impact is generally not covered.
Open-Box & Refurbished: Our 6-Month Warranty
Every open-box and certified refurbished unit sold by VirtualGoodiez is fully tested and sanitized in our Lab, and is backed by a 6-month VirtualGoodiez warranty from the date of delivery.
This covers functional defects that arise during the warranty period under normal use. It does not cover the same exclusions listed above (wear-and-tear, consumables, accidental damage, misuse, or glass breakage). Learn more about how these units are prepared on our Open-Box & Refurbished page.
How to Make a Claim
- Contact support with your order number, the product, and a clear description of the issue.
- Include photos or a short video showing the problem if you can — it speeds things up.
- We'll determine whether the claim falls under the manufacturer warranty or our 6-month refurb warranty, and tell you the next step.
- Depending on the outcome, you'll receive a repair, replacement, or refund, per the applicable warranty terms.
Proof of Purchase
Keep your order confirmation — it's your proof of purchase. Warranty service requires that the item was purchased from VirtualGoodiez and is still within the applicable coverage window. Claims without proof of purchase, or for items bought elsewhere, may need to go directly through the manufacturer.
A Quick Note on Care
Many "defects" are really cleaning or maintenance issues in disguise. Following the manufacturer's care instructions — proper cleaning, correct charging, and using only legal dry herb or concentrates — keeps your gear running and your coverage intact.
Still Stuck?
If you're not sure whether something is covered, just reach out. We'd rather take a look and point you in the right direction than have you guess.