How can we help you?
Where is my order?
Once your order is placed, we will be preparing your order. It'll usually be with you within 1-2 working days. We deliver everyday, except Sundays and holidays. We also offer same-day delivery for orders made before 12NN.
To see your order status, log in to your account and go to Account Dashboard/My orders.
If you have any questions or issues, get in touch and our Ploom care team will be happy to help.
If you need more help, you can also have a look at our delivery FAQ.
OR
If you need more help, you can also have a look at our Delivery page.
- What's Ploom?
- Why choose Ploom?
- Is Ploom a vape or a cigarette?
- What are Mevius tobacco sticks?
- What are heated tobacco products?
- What's HeatFlow?
- What's the difference between Ploom X Advanced and other heated tobacco products
- Does Ploom X Advanced produce smoke?
- Does Ploom X Advanced produce ash?
- Can you take Ploom X Advanced on a plane?
- Can I take Ploom X Advanced and Mevius tobacco sticks abroad?
- How do I get rid of my used tobacco sticks?
- What is Ploom X Advanced?
- How do I use Ploom X Advanced?
- How do I clean Ploom X Advanced?
- How do I charge Ploom X Advanced?
- Is Ploom X Advanced waterproof?
- Where can I find my Ploom X Advanced registration code?
- What happens if I remove the front panel while using my Ploom X Advanced device?
- How do I set up the Ploom X Advanced manual lock?
- How do I remove the Ploom X Advanced manual lock?
- How does the Ploom front panel work?
- Where can I use Ploom X Advanced?
- How many sessions can I have in a row?
- Where's the button on Ploom X Advanced?
- How do I stop a session?
- How long do they take to cool down?
- When should I lock Ploom X Advanced?
- My Ploom X Advanced isn't working. What should I do?
- My Ploom X Advanced isn't charging. What should I do?
- How long will it take to charge my Ploom X Advanced fully?
- How do I reset my Ploom X Advanced?
- How much is the Ploom Introductory Tasting Kit?
- How much is the Ploom Tobacco Mix Kit?
- How much is the Ploom Menthol Mix Kit?
- How much is the Ploom Favorite Flavor Kit?
- What's included in the Ploom Introductory Tasting Kit?
- What are the inclusions of the Ploom Tobacco Mix Kit?
- What are the inclusions of the Ploom Menthol Mix Kit?
- What is the difference between the Ploom Introductory Tasting Kit, Tobacco Mix Kit and Menthol Mix Kit?
- Can I mix and match flavors in the Ploom Menthol Mix Kit and Tobacco Mix Kit?
- I’m not sure if I prefer tobacco or menthol flavors. Which bundle should I choose?
- If I already purchased a Ploom device before, can I still get the Flavor Experience Kits?
- Who is the Filipino designer behind the Ploom limited-edition front panel?
- What is the inspiration behind Dex Fernandez's design?
- How much are the limited-edition front panels?
- Which part of the device has the limited-edition design?
- Do you have any other product besides the device that feature these designs?
- How many limited-edition front panels do you currently have?
- Where can I purchase a limited-edition front panel?
- Are you going to release another batch of the limited-edition front panels? * in case of OOS
- Are you going to have another collaboration with another artist?
- How much Ploom Club points will I earn if I purchase a limited-edition front panel?
- Can I use Ploom Club points credits to purchase a limited-edition front panel?
- Do you have discounts/promotions/freebies included if I purchase a limited-edition Ploom front panel?
- Since you launched a limited-edition front panel, will you also introduce limited offer sticks?
- Can the consumer personalize his limited-edition front panels?
- Can the limited-edition front panels be purchased separately as an accessory, or must it be bundled together with a device kit?
- Will the limited-edition front panels be available for in-store display, so customers can view them in person before making a purchase?
- What kind of tobacco blend is in my tobacco sticks?
- Why isn't there an expiry date on my tobacco sticks?
- What's the difference between a heated tobacco stick and a cigarette or cigar?
- Do tobacco sticks produce tar?
- What's ActivBlend?
- Can I use Ploom tobacco sticks with other heated tobacco products?
- Can I use other tobacco sticks or cigarettes with my Ploom X Advanced?
- When should I replace my tobacco stick?
- How long does a session last?
- If a stick breaks and gets stuck, how do I get it out?
- My tobacco stick fits better when I push it deep into the heating chamber. Will this damage my Ploom X Advanced?
- When I use Ploom X Advanced, the tobacco stick is moving. Is this normal?
- Can I buy accessories for Ploom X Advanced?
- What can I fit in a Ploom carry case?
- Do you deliver outside The Philippines?
- Which delivery service do you use?
- Where is my order?
- How long does it take to ship my Ploom X Advanced?
- I've changed my mind. How do I cancel my order?
- If I cancel my order, will you refund me?
- How do I get in touch with the Ploom Care Team?
- What can the Ploom Care Team help with?
- Why do I need to verify my age?
- When will I need to verify my age?
- What happens if I can't verify my age online?
- I've forgotten my Ploom login details. What do I do?
- How do I register my Ploom X Advanced?
- Why do I need to register my Ploom X Advanced?
- Can I register multiple Ploom X Advanced devices?
- Where can I find my Ploom X Advanced serial number?
- Does Ploom X Advanced have a warranty?
- How long is my warranty?
- How do I claim against my warranty?
- If I receive a replacement Ploom X Advanced device, will my warranty reset?