FAQ
For NuPen: Touch the NFC-marked side of the device to your phone's NFC signal receiver. A prompt will appear on screen, and opening the page will display the current battery level.
For NuCase: There are four LED lights on the side. During use: all lights on indicates full charge, 3 lights on indicates 75%, 2 lights on indicates 50%, and 1 light on indicates 25%.
For OPOD: battery level above 70% Green light，battery level 20%–70% Blue light，battery level below 20% Red light.
No need to worry about charging duration. Our device automatically stops charging once the battery is fully charged.
•Working voltage cannot meet your needs → Open the app, set your preferred voltage, and upload to the device (Note: excessively high voltage may alter the flavor)
•Low battery → Charge promptly
• Ambient temperature too low → Move to room temperature environment
• Cartridge empty → Replace with a new cartridge
Regularly wipe the contact points inside the tube and cartridge connection with a dry cotton swab. Do not rinse the main unit with water or use alcohol.
you can use a standard Type-C phone charging cable, but make sure to use a 5V power adapter to ensure charging efficiency and safety.
1. Clean any debris from the charging port and reconnect
2. Replace the charging cable and power adapter
3. Contact customer service if the issue persists
Touch the NFC-labeled side of the device to your phone's NFC signal receiver.
Open the app and tap the gear icon in the bottom left corner. When the "Ready to Scan" prompt appears, touch the NFC-labeled side of the device to your phone's NFC receiver to read the settings. If reading fails, wait for the blue light on the device to turn off and try again.
Open the app and tap the upload icon at the bottom center. When the "Ready to Scan" prompt appears, touch the NFC-labeled side of the device to your phone's NFC receiver to upload. If uploading fails, wait for the blue light on the device to turn off and try again.
A small amount of condensation is normal—simply wipe it with a tissue. If there's significant leakage, check the following:
• Has the device been stored upside down for extended periods?
• Has there been sudden temperature changes?
Contact customer service for replacement if leakage occurs frequently.
Possible causes: Condensate buildup (normal; wipe it or shake the device with the mouthpiece pointing down to expel the condensate) or damaged cartridge (needs replacement). Vigorous and frequent inhaling can cause condensate or e-liquid to enter your mouth—try reducing the frequency and intensity of your puffs.
Possible causes and solutions for off-flavors:
• New cartridge with full e-liquid, off-taste after a few puffs → In rare cases, air pressure during production assembly prevents e-liquid from flowing normally. Remove the cartridge and shake it with the bottom facing down.
• Output voltage set too high → High-temperature continuous operation can produce odors. Open the app and lower the output voltage.
• Too frequent vaping causing insufficient e-liquid supply → Reduce vaping frequency.
• Cartridge empty → Replace with a new cartridge.
Possible causes of burnt taste: empty cartridge, continuous vaping causing atomizer coil to overheat with insufficient e-liquid supply, or power settings too high. If this issue occurs frequently even after ruling out usage habits, contact customer service for assistance.
roubleshoot in this order:
1. Is the device functioning normally? (Check indicator light status)
2. Does the battery have charge? (Try charging)
3. Is the cartridge properly installed? (Remove and reinsert)
4. Is the cartridge empty? (Replace with new one)
5. Is the airway blocked? (Check if the bottom silicone cap was removed)
Contact customer service if the issue persists.
This may be due to atomizer issues or poor contact between the cartridge and device. Try:
• Remove and reinstall the cartridge
• Test with a different cartridge
• Clean the contact points
• Low battery protection—please charge
If the problem continues, contact customer service.
Different flashing patterns indicate different meanings:
• Blue light flashes 3 times during vaping: Low battery protection—needs charging
• Blue light flashes rapidly 5 times during vaping: Cartridge short circuit—contact customer service for replacement
• Blue light flashes 2 times during vaping: No cartridge detected—contact customer service for replacement
Please refer to the product manual or contact customer service for specific guidance.
Returns or exchanges are accepted for products with confirmed quality issues.
Yes. To ensure smooth return/exchange processing, please keep the complete original packaging (including outer box, manuals, accessories, etc.) and proof of purchase.
The main device warranty is 3 months from the date of purchase. Cartridges are consumables and are not covered by warranty. Specific terms apply as stated in the product manual or purchase receipt.
Please report the issue through our official customer service channel, providing your proof of purchase and product serial number. Our customer service team will assist you with inspection, repair, or replacement.
Out-of-warranty repairs will incur costs for parts and labor. The specific quote will be provided by our after-sales team after evaluation.
You can provide feedback through the following channels:
• Physical retail stores
• Official complaint and feedback platform
• Online customer service
• Brand's official social media account via direct message
We value every piece of feedback and will promptly investigate and address your concerns.
For users transitioning from traditional cigarettes, we recommend trying Tobacco or Coffee. These flavors closely mimic traditional cigarette taste and make for an easier transition.
Cartridge flavor concentration is fixed, but the device supports voltage adjustment, which affects vapor production and flavor intensity. Please refer to the product manual or contact customer service for specific model settings.
All flavors strictly comply with national regulations at 2% (20mg/ml). Please check the packaging label or product detail page for specific product specifications.
E-cigarette devices can be carried on board but cannot be checked in as luggage. Cartridges should be carried with you and protected against leakage—preferably stored upright. Specific airline regulations apply.
Our products are now available at e-cigarette stores throughout Malaysia. You can inquire at nearby stores or contact our online customer service for store location information.
No. To comply with national policies and youth protection regulations, CKS does not offer any online purchasing options. Please purchase through the following channels:
• E-cigarette chain stores
• E-cigarette specialty shops
• Authorized dealer stores
Please stay tuned for the latest CKS brand promotions. We will keep you promptly informed about new offers and discounts.
You can contact us using the information provided in the "Contact Us" section to obtain information regarding the agency.
