Support

Firefly 2+ User Manual PDF

Firefly 2 User Manual PDF

DOWNLOAD THE ANDROID APP

Google Play Store

NOTE ON APPLE/iOS:

As of 11/15/2019, Apple has removed all vaporizer-related apps from its App Store. This has impacted all vaporizer brands, including Firefly. The Firefly app remains available on Google Play for Android devices. While Apple’s decision is concerning, it’s important to note that the Firefly Vapor app is not necessary to operate the device itself. For those who have already downloaded the Firefly Vapor app to their iOS devices, there is no immediate impact. You can continue to use the Firefly app as before with your existing or new devices, however, support for the iOS app has been discontinued by Apple's App Store Terms & Conditions, for the time being.

The temperature can also be controlled directly without the app on ALL Firefly 2+ devices, with 7 pre-set temperatures ranging from 320 to 500°F. This also applies to all Firefly 2 devices with firmware version 3.26 or newer (the latest version is 3.33). You can find video instructions to change the temperature on our YouTube channel. Battery charge level is also available on the device itself. If you need assistance updating the firmware on your device, you can contact us by phone or email.

NOTE ON OUR PRIVACY POLICY:

Android 6.0 + requires location services to be enabled before it will allow a phone to scan for Bluetooth LE devices. We do not record or track location data, however the Firefly 2+ uses the Bluetooth LE interface to conserve power so we are required by Android to request those permissions.

  • More airflow: 33% more to be precise. This was accomplished by making the laser-drilled air jets in both the bowl and the mouthpiece filter slightly larger. The result is a much easier and more comfortable inhalation. Breathe easy.
  • Lower price: we’ve dropped the price from $329 to $249 to give our customers the absolute best value we can.
  • New logo: Simpler and cleaner, and now integrated with the LED for a gently glowing abstract Firefly animation. Several years in the making, it was influenced by both our history and ethos. It’s almost exactly the shape of the original a Firefly heating coil when viewed from above, and also carries connotations of Black Rock City, a lucky horseshoe, an upside-down “omega” symbol, and a smile, which is the main thing we wish for our customers to have when using our products.
  • Easier to deep clean: We’ve added a lancet and a wire brush to the cleaning kit so customers can poke the airflow holes with a perfectly-sized implement to restore factory-level airflow and then give a mildly abrasive scrub to the stainless plate in the bowl to remove any built-up debris.
  • A smaller box with a few less accessory items: the Firefly 2+ comes with everything you need to get started and includes 1 battery, 1 concentrate pad, 3 cleaning wipes, a charging dock, and a charging cable. Accessories like extra batteries, concentrate pads, cleaning kits, and carrying cases can be purchased separately.
  • More efficient heating and better battery performance: we’re always refining the heating control algorithms that are the “brains” of the Firefly. The latest firmware is always available for free and installs over the air directly through our companion Android app. The app is ONLY available on Android at this time - read more here on why that’s the case. If you need assistance updating the firmware on your device, you can contact us by phone or email.

There is no power button on Firefly 2+. To activate the heating sequence, place your fingers on the touch sensors located on either side of the device. To stop heating, remove fingers from touch sensors. While the heating sequence is activated by the sensors, no heat touches your flower or concentrates until you start to draw. This helps preserve your material. The Firefly 2+ goes to sleep on its own after each draw.

The Firefly is designed for both flower and extracts as well as any dry herbal blend.

The Firefly excels with medium to coarse ground blends. Be careful not to grind up flower too finely into a powder. It’s useful to tamp down your bowl and then poke holes in it with a toothpick.

The heating chamber should be loosely filled to the rim of the chamber. A loose fill allows for excellent airflow over all of your material. It’s important that no material is left in the vapor path between the body and lid. This will ensure good sealing and optimum vapor.

The Firefly has the broadest temperature range of any vaporizer, spanning from room temperature all the way up to 500°F, all within a single inhalation. This enables you to enjoy each distinct flavor and active ingredient as the temperature continues to climb.

The Firefly heats to a software-controlled maximum of 500°F (260°C). However, any temperature higher than 450°F should only be used with concentrates as it will cause combustion with loose-leaf material.

Firefly 2+ comes pre-set at a default heat setting 400°F. For users who wish to tailor their experience further, you'll need a tablet or smartphone (available on Android ONLY) to use our free Firefly 2+ companion app. This will allow you to select temperatures between 200°-500° F.

The temperature can also be controlled directly without the app on ALL Firefly 2+ devices, with 7 pre-set temperatures ranging from 320 to 500°F. This also applies to all Firefly 2 devices with firmware version 3.26 or newer (the latest version is 3.33). You can find video instructions to change the temperature on our YouTube channel.

The Firefly app is available to download in the Google Play Store. Unfortunately, the app is unavailable on Apple’s iTunes App Store due to a blanket ban from Apple on vaporizer-related apps.

For those of you who have been using a legacy version of the Firefly Vapor app on your iOS device but have recently updated your iOS software to version 14 or higher, you will no longer be able to control your Firefly device using the Firefly Vapor iOS app. Support for the iOS app has been discontinued by Apple's App Store Terms & Conditions for the time being, however, we are working on a solution for all Firefly users that will make controlling your Firefly device easier and more intuitive than ever before.

It’s important to note that the Firefly Vapor app is not necessary to operate the device itself. The temperature can be controlled directly, without an app, on ALL Firefly 2+ devices, with 7 pre-set temperatures ranging from 320 to 500°F. This also applies to all Firefly 2 devices with firmware version 3.26 or newer (the latest version is 3.33). Check your user manual for instructions, or video instructions to change the temperature on our YouTube channel. Battery charge level is also available on the device itself. If you need assistance updating the firmware on your device, you can contact us by phone or email.

The optional Firefly Android app offers advanced settings and temperature control: you can adjust the temperature in real time as you vape. You can change the temperature setting on your device without the app, but the app offers a much wider range of temperature settings. The app also allows you to rename your device as well as calibrate your device for richer or smoother vapor.

NOTE ON APPLE / IOS:

As of 11/15/2019, Apple has removed all vaporizer-related apps from its App Store. This has impacted all vaporizer brands, including Firefly. The Firefly app remains available on Google Play for Android devices. While Apple’s decision is concerning, it’s important to note that the Firefly Vapor app is not necessary to operate the device itself.

For those who have already downloaded the Firefly Vapor app to their iOS devices, there is no impact unless you are using iOS 14 or higher, which support for has not been extended to. You can continue to use the Firefly app as before with your existing or new devices (however, for the time being, there will be no updates to the app).

The temperature can also be controlled directly without the app on ALL Firefly 2+ devices, with 7 pre-set temperatures ranging from 320 to 500°F. This also applies to all Firefly 2 devices with firmware version 3.26 or newer (the latest version is 3.33). You can find video instructions to change the temperature on our YouTube channel. Battery charge level is also available on the device itself. If you need assistance updating the firmware on your device, you can contact us by phone or email.

Check your vapor path, mouthpiece and heating chamber often. When you see any build-up occur, its time to clean. See user manual for more details on how to clean.

Once you have vaporized all the material that you put in one concentrate pad, you can put more material on the same concentrate pad. However, over time and with many uses, your concentrate pad will start to taste like your old material. So we recommend using new pads when necessary.

A fully-charged battery can vaporize 4-6 bowls of material. However, battery performance may vary based on temperature, length of draw, overall usage, and the age of the battery.

To test your battery’s health, make sure it’s fully charged. Then note how many hits you are able to get from a fully charged battery. If you’re getting less than two bowls out of a fully charged battery, it may be time to replace it. If you’d like to track the life of your battery, the Firefly 2+ battery is manufactured to be at 70% capacity after 300 full charges.

The reality is that all batteries eventually need to be replaced. We appreciate this fact, and that's why the battery is removable and why we offer affordable batteries on our website. Once you start to notice that the battery performance is less than you desire because it's blinking red more frequently and just not lasting as long as it used to, you can pop in a new battery and experience like-new performance. You can recycle any Firefly batteries at any reputable battery recycler. Other leading vaporizer manufacturers require that you send in your entire unit for a costly service operation to replace the battery. We think easily replaceable batteries is a smarter solution.

First, check to see if your magnetic lid has been properly placed to make a full seal. An off-placed lid will immediately affect your vapor path. Then remove your mouthpiece to see if it needs to be cleaned of obstructions. Then check your temperature setting to make sure it is where you want. Then take a nice long draw to see if normal vapor production is restored. If not, use the lancet in the Cleaning Kit to poke out potential obstructions from your restrictor plate holes. If none of these measures improve your vapor production, please contact Firefly Customer Service. Your satisfaction is most important to us.

The first 3-6 hits contain most, if not all of the Terpenes - which give the plant its distinct tastes and smells. However, even though the taste may change during the later hits, this does not mean your material is already spent. It only means that the vapor now consists of the other important compounds in the plant (like CBD etc) which have higher boiling point temperatures and take longer to fully vaporize.

Dry Herb - Using a toothpick like the one in the Firefly 2+ Cleaning Kit, poke holes in your packed herb to allow for the most evenly distributed airflow through the bowl.

Concentrates - Make sure to take an extra long pull on your first draw from your concentrates bowl. This allows all the concentrate material to melt into the pad so it can vaporize during the course of the rest of your bowl.

The heating element is made of a proprietary, FDA-foodsafe super-alloy manufactured in the USA. Unlike cheap Nichrome elements, it does not break down under repeated heat cycling.

The Firefly's glow is produced by the heating element glowing through the borosilicate glass heating chamber. Much more than an LED or digital display, it creates a sense of connection to the vaporizing experience since you see the real power and heat that creates your vapor. And like a real firefly, the glow is best seen at dusk or nighttime.

The Firefly is a true portable convection vaporizer. Convection heating produces the highest-quality vapor by pre-heating the air before it passes through the material, which is the optimal method for extracting the most flavors and active ingredients. Conduction heating heats the material through direct contact with the surface of the heating chamber, which often results in uneven and incomplete vapor. Conduction also requires a long time for the heating surface to reach its operational temperature, and heats your material continuously whether or not you are inhaling, which creates waste.

Vaporization is the process of heating a substance, most commonly plant material, to the point where the active ingredients and flavors are released in the form of vapor. This process happens while remaining below combustion temperature (451°F) Smoking is the result of combustion (burning). Open flames burn at 1800°F!

Instant heating = instant satisfaction. Your plant matter heats only when you want it to, conserving your material.

Plants and herbs have a unique combination of terpenes and terpenoids. Each of these ingredients activates at a different temperature, augmenting each other and your brain/body to create different flavors and effects. The challenge in vaporizing complex plants is the dispersion of activation temperatures. They range from 220°F to 430°F, with many temperatures in between. Vaporizing at set temperatures causes the fragile ingredients and terpenes to denature. For the whole plant experience, you want to avoid letting your vapor sit around and lose potent compounds. Firefly’s dynamic convection technology addresses this challenge. By vaporizing at a range of temperatures as you inhale, dynamic convection extracts every active ingredient and flavor from your plant material in a single breath, offering full spectrum vapor and the whole plant experience.

The many different flavors and active ingredients in plants vaporize at different temperatures. Because each draw from Firefly has a broad temperature range, it delivers more of these ingredients and flavors than any other vaporizers. As you inhale, the temperature climbs from room temperature to over 400°F, releasing each ingredient as the temperature rises. This is why each draw on a Firefly is slightly longer. The long draws allow for each hit to climb the temperature scale. We think deep breath is always a good thing. But when you consider everything you get from each Firefly draw, it’s more than worth it!

The Firefly has the broadest temperature range of any vaporizer, spanning from room temperature all the way up to 500°F, all within a single inhalation. This enables you to enjoy each distinct flavor and active ingredient as the temperature continues to climb.

The Firefly heats to a software-controlled maximum of 500°F (260°C). However, any temperature higher than 450°F should only be used with concentrates as it will cause combustion with loose-leaf material.

You can find Fireflys in the following locations:

  • Apollyon Headshop
  • Azarius
  • Baba Souvenirs
  • Dandy Vapes
  • Docteur-vaporisateur
  • Everyone Does It
  • Fourtwenty
  • Green Vape
  • Headshop Vision
  • Indoormania
  • Kosmic Kitchen
  • Namaste Vapes
  • Owl Vapes
  • Paradox
  • Vapefiend
  • Vaposhop
  • Verdampftnochmal
  • Zamnesia
  • Conscious Wholesale (international distributor)
  • Noza (international distributor)
  • Planta Sur (international distributor)
  • Seaview (international distributor)
  • Reinhart GmbH & Co. KG (International Distributor)
  • Thendro Pty Ltd (International Distributor
  • HydroShop (International Distributor)

Since the launch of the Firefly, counterfeit vaporizers have surfaced on the market. If you decide to buy online, make sure to check our list of authorized retailers. The best way to avoid this is to order directly from our site. Here are some tips for identifying a fake for Firefly:

  1. Off-center logo on inside face
  2. Visible glue around mouthpiece
  3. Magnetic lid not as strong
  4. Battery sticker upside down
  5. Writing on battery scratches off
  6. Unit doesn't work at all - turns green then flashes red and dies
  7. Colors of lid and body do not exactly match tone or finish from official Firefly images
  8. Off-center mouthpiece

How to Charge

How to Take a Draw

How to Use the App

How to Clean

How to Remove and Clean Mouthpiece

How to Change the Battery

How to Change Temperature Settings without the App

How to Unclog Airflow

Firefly 2 Vaporizer Preview & Interview

The Firefly 2 Creator Mark Williams

2-year limited warranty

National Concessions Group, Inc. provides a limited warranty on the Firefly TM device against defects in material and/or workmanship under normal use for a period of (2) years from the date of purchase. This limited warranty is transferrable. If a warranty claim is received during this warranty period, National Concessions Group, Inc. will conduct one or more of the following actions, at its own discretion, to remedy the situation:

  1. Exchange the defective part with one that is an functioning equivalent or a new part, or
  2. Repair the product defect, or
  3. Replace the Firefly TM device with a brand new unit, or
  4. Refund the purchase for the full purchase price; at the discretion of National Concessions Group, Inc.

 

Exclusions and limitations

The Limited Warranty does not apply to any nonFirefly™ products. The Limited Warranty applies only to products manufactured by National Concessions Group, Inc. that can be clearly identified by the Firefly TM trademark name or logo. The Limited Warranty does not apply to normal wear and degradation of the batteries or lid gasket.


This Limited Warranty will be considered null and void if it is determined that the Firefly™ device is malfunctioning is a result of one or more of the following acts:

  • Damage caused by operating the Firefly™ in a manner outside of what is recommended or permitted and as described in the user manual;
  • Damage caused by product neglect, including the failure to maintain a proper cleaning regimen;
  • Damage caused by disassembling, manipulating or altering the device in any way or attempting your own repairs;
  • Damage to the cosmetic appearance of the Firefly TM device, including, but not limited to scratches, dents, chipped or broken off parts;
  • Damage to the Firefly ™ device caused by misuse, abuse, theft, natural disasters or any other external causes.
  • Any failure to follow the Safety Instructions provided with this product

Warranty claim instructions

  1. Contact Firefly direct at support@thefirefly.com. Our customer service agent will try to diagnose your problem and assist you in resolving it.
  2. If it is determined that you need to send your Firefly TM device in for further examination, you will need to obtain an RMA (Returned Material Authorization) number and shipping instructions from the Customer Service Representative.
  3. Please include a copy of your original sales receipt, any e-mail correspondence and RMA number with your shipment.
  4. Buyers are responsible for all shipping costs associated with the warranty process.
  5. Tracking numbers and signature are suggested as National Concessions Group, Inc. is not responsible for lost or stolen shipments.

Service Center Fees

  1. We'd like you to know that we test every single unit that we sell and go to extraordinary lengths to ensure our products operate as intended.
  2. If you, after contact with a Customer Service Representative, feel as though your unit needs to be serviced by our repair team, you will receive an RMA (Returned Material Authorization) number along with shipping instructions as outlined above.
  3. Each unit we receive at our Service Center goes through an incredibly thorough 20 point inspection process to diagnose any issues.
  4. If, after inspecting your device, we determine that your unit has no defects and is working as intended, you will be charged a $30 servicing fee plus all associated shipping fees.
  5. If your unit contains a factory defect, we will either fix or replace your unit at no cost to you.

What information is collected?

When you visit thefirefly.com (the "Website") we automatically collect website use information as you browse the Website. We use this information to monitor our Website and to improve our Website to provide you with a faster and more efficient shopping experience. In addition, we may collect personal information that you specifically provide to us and that is collected on an individual basis through web forms and purchases. For example, if you decide to purchase from The Website, you will need to provide us with personal information and electronic authorization to process your credit card through our Website. For purchases, you may need to provide the following information:

  • Name
  • Shipping Address
  • Email Address
  • Credit Card Number
  • Name on Credit Card
  • Expiration Date
  • Credit Card Billing Address
  • 3-Digit Security CCV Code
  • Telephone Number

We also collect such personal information that you provided to us when you register to create an account on the Website.

We do not sell, share, or trade your personal information to any other company without your explicit consent, except to fulfill your order, process your payment, manage shipments, other activities related to fulfilling your transaction and to maintain your registration on the Website.

We may also use this information to generate statistical reports to help us understand the market for our products and services and to develop promotional and marketing campaigns. We may use the contact information you provide to us to make you aware of other products and services.

Email information

Please do not provide sensitive personal information to us by e-mail. Instead, use our web forms, which employ SSL technology (see “How do we protect you and your information?” below). However, if you choose to correspond with us via email, we will retain the content of your email message together with your email address and our responses. We use administrative, technical and physical security measures to protect our computing infrastructure and your personal information from unauthorized use, access, modification or disclosure.

Your IP address and cookies

IP addresses are used by your computer every time you are connected to the Internet. Your IP address is a number that is used by computers on the network to identify your computer. our web servers automatically collect IP addresses  to prevent fraudulent activity and transactions to protect your privacy.

To enhance your experience with our Website, many of our web pages use first and third party "cookies." Cookies are text files we place in your computer's browser to store your preferences and to facilitate certain functions on our Website. For example, in order to purchase a product on our Website, you add items to your shopping chart and then proceed through checkout. We use cookies so that our Website will recognize you and keep track of your order status as you navigate through the checkout process, and to keep your shopping cart contents available should you return to purchase after leaving the session. We also use cookies to understand site usage and to improve the content and offerings on the Website.

How do we protect you and your information?

The shopping cart information, including any credit card or address information is transmitted securely via a secure medium known as Secure Sockets Layer, or SSL. This secure layer provides up to 256 bit encryption for the most secure way of transmitting information on the internet. vWe do not transmit financial information by email. If you use our web form, your financial information is encrypted so that not even employees have access to your credit / debit / charge / e-check account number. Order information is stored in a password-protected area, only accessible by authorized personal. Please contact us at info@thefirefly.com if you have any questions or concerns.

Websites linked to the website

We are not responsible for the practices employed by Web sites linked to or from ourWebsite nor the information or content contained therein. Often links to other websites are provided solely as pointers to information on topics that may be useful to the users of our Web site.

Privacy of children

Children under the age of 18 are not allowed to use our web site and/or products. If you are under the age of 18, you can use this service only in conjunction with permission from your parents or legal guardians.

Secured information

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

Contact us

If you have any questions regarding this Privacy Policy, our Website, or your order with us, please  info@thefirefly.com.

Notice

We reserve the right to amend this Privacy Policy at any time by direct electronic notification to you or by posting the amended terms on this page. All amended terms shall automatically be effective for new users or new purchases immediately on posting and, in all other cases, 30 days after they are initially posted and dated, unless otherwise specified in a notice to you.

Firefly App

Firefly does not collect any user data without the explicit consent of a user. This includes personal data, location data, or device usage data. In the rare case of a firmware download error to the device, the following technical data is recorded in order to diagnose the reason for the error and provide more effective Customer Support:

  • Date
  • Download Failure Count (1,2,3...etc.)
  • Firefly Serial #
  • Phone Type
  • Phone OS Version
  • Firefly Chipset Version

Optional device registration:

Customers are presented an in-App option to register their device, and the following information is collected if the customer chooses to register their device:

  • Email Address
  • Country
  • Post (Zip) Code
  • Firefly Serial #
  • Optional:
  • Gender
  • Birth Year

If the customer chooses not to register their device, the registration interface will stop appearing after 5 dismissals.

Free shipping

Firefly offers FREE SHIPPING on all DOMESTIC orders, within the Continental U.S., containing a Vaporizer unit. Orders will be shipped via UPS® Ground service depending on the shipping destination. We do our best to ship all orders received Monday-Friday by 2:30pm EST the same day (1:00 pm for orders shipping to Canada), depending on the UPS® daily pick-up time. Otherwise, your order will go out the next business day. We do not ship over the weekend. The Firefly can only be shipped within the U.S. and Canada.

Premium shipping

There is the option to upgrade your shipping method to an Express service, such as UPS® 2nd Day Air. Premium shipping methods and costs will be calculated and shown in the shopping cart check-out process. You will get a confirmation email with a tracking number once your order has been shipped. Please note that the UPS® online tracking will be refreshed later in the evening once your package is scanned by their carriers.

Privacy

We place a very high value on your privacy, so your orders will always be shipped in plain, unmarked packaging. Our packaging is inconspicuous with no indication of the contents on the outer packaging; no product indications.

Transit times

  • UPS Ground Residential: 1-5 Business Days (within the Continental U.S.)
  • UPS 2nd Day Air: 2 Business Days
  • FedEx International Economy: Depends on destination
  • FedEx International Priority: Depends on destination

At the discretion of our Warehouse Fulfillment Department, some shipments may ship using USPS or another carrier. Examples would be shipments going to a rural area, PO box, Alaska and Hawaii. For any questions on our products or shipping services, feel free to send our Customer Service Department an email inquiry at info@thefirefly.com.


PLEASE NOTE: The person or business receiving the shipment is legally obliged to pay duties and taxes as required by their state and federal governments. This is not an extra fee charged by Firefly, but rather collected by your local shipping courier in accordance with this legal requirement. Please contact your local tax agency with questions about these fees as they will vary between different provinces and countries.

7 Day return policy

We accept returns of most Firefly purchases within 7 days of the original delivery date, less a 15% re-stocking fee. The product must be unused and in its original factory-sealed condition to be eligible for return.  We cannot accept any returns of any used products unless it's determined by our Customer Service Department that the item may be defective in some way. All returns must be accompanied by a Return Materials Authorization (RMA) number; otherwise, they will be refused and returned back to the shipper. If your Firefly unit is not working, please take the following steps for resolution.  Please note: the warranty inspection and repairs process can take from 10-14 business days, depending on scheduling and the availability of parts required.

The Firefly can only be  shipped within the U.S. and Canada.  Warranty service and returns will only honored within these geographical locations.

Warranty claim instructions

  1. Contact Firefly using our short, online contact form below. One of our experienced Customer Support Representatives will contact you to troubleshoot the issue over the phone.
  2. If it is determined that you will need to send your Firefly unit in for further examination, you will be issued an RMA number and shipping instructions on how and where to send it for inspection.
  3. Please include a copy of your original sales receipt along with any email correspondence that you may have.
  4. Buyers are responsible for all shipping costs associated with the returns process. This includes any expedited services selected at the time of purchase, which are non-refundable. We will cover the cost of shipping the repaired unit or replacement back to you.
  5. We highly recommend that you request shipment tracking and signature confirmation as National Concessions Group, Inc. is not responsible for any shipments lost during transit.

Service Center Fees

  1. We'd like you to know that we test every single unit that we sell and go to extraordinary lengths to ensure our products operate as intended.
  2. If you, after contact with a Customer Service Representative, feel as though your unit needs to be serviced by our repair team, you will receive an RMA (Returned Material Authorization) number along with shipping instructions as outlined above.
  3. Each unit we receive at our Service Center goes through an incredibly thorough 20 point inspection process to diagnose any issues.
  4. If, after inspecting your device, we determine that your unit has no defects and is working as intended, you will be charged a $30 servicing fee plus all associated shipping fees.
  5. If your unit contains a factory defect, we will either fix or replace your unit at no cost to you.

7 Day return policy

We accept returns of most Firefly purchases within 7 days of the original delivery date, less a 15% re-stocking fee. The product must be unused and in its original factory-sealed condition to be eligible for return.  We cannot accept any returns of any used products unless it's determined by our Customer Service Department that the item may be defective in some way. All returns must be accompanied by a Return Materials Authorization (RMA) number; otherwise, they will be refused and returned back to the shipper. If your Firefly unit is not working, please take the following steps for resolution.  Please note: the warranty inspection and repairs process can take from 10-14 business days, depending on scheduling and the availability of parts required.

The Firefly can only be shipped within the U.S. and Canada.  Warranty service and returns will only honored within these geographical locations.

Warranty claim instructions

    1. Contact Firefly using our short, online contact form below. One of our experienced Customer Support Representatives will contact you to troubleshoot the issue over the phone.
    2. If it is determined that you will need to send your Firefly unit in for further examination, you will be issued an RMA number and shipping instructions on how and where to send it for inspection.
    3. Please include a copy of your original sales receipt along with any email correspondence that you may have.
    4. Buyers are responsible for all shipping costs associated with the returns process. This includes any expedited services selected at the time of purchase, which are non-refundable. We will cover the cost of shipping the repaired unit or replacement back to you.
    5. We highly recommend that you request shipment tracking and signature confirmation as National Concessions Group, Inc. is not responsible for any shipments lost during transit.

    Service Center Fees

      1. We'd like you to know that we test every single unit that we sell and go to extraordinary lengths to ensure our products operate as intended.
      2. If you, after contact with a Customer Service Representative, feel as though your unit needs to be serviced by our repair team, you will receive an RMA (Returned Material Authorization) number along with shipping instructions as outlined above.
      3. Each unit we receive at our Service Center goes through an incredibly thorough 20 point inspection process to diagnose any issues.
      4. If, after inspecting your device, we determine that your unit has no defects and is working as intended, you will be charged a $30 servicing fee plus all associated shipping fees.
      5. If your unit contains a factory defect, we will either fix or replace your unit at no cost to you.

      Free shipping

      Firefly offers FREE SHIPPING on all DOMESTIC orders, within the Continental U.S., containing a Vaporizer unit. Orders will be shipped via UPS® Ground service depending on the shipping destination. We do our best to ship all orders received Monday-Friday by 2:30pm EST the same day (1:00 pm for orders shipping to Canada), depending on the UPS® daily pick-up time. Otherwise, your order will go out the next business day. We do not ship over the weekend. The Firefly can only be shipped within the U.S. and Canada.

      Premium shipping

      There is the option to upgrade your shipping method to an Express service, such as UPS® 2nd Day Air or Next Day Air. Premium shipping methods and costs will be calculated and shown in the shopping cart check-out process. You will get a confirmation email with a tracking number once your order has been shipped. Please note that the UPS® online tracking will be refreshed later in the evening once your package is scanned by their carriers.

      Privacy

      We place a very high value on your privacy, so your orders will always be shipped in plain, unmarked packaging. Our packaging is inconspicuous with no indication of the contents on the outer packaging; no product indications.

      Transit times

      • USPS Ground Shipping: 3-7 Business Days (within the Continental U.S.)
      • FedEx® Ground/Home: 3-7 Business Days (within the Continental U.S.)
      • FedEx® Express Saver: 3 Business Days
      • FedEx® 2 Day: 2 Business Days
      • FedEx® Standart Overnigh: Next Business Day by 3pm
      • FedEx® Priority Overnight: Next Business Day by 10:30am

      * At the discretion of our Warehouse Fulfillment Department, some shipments may ship using USPS or another carrier. Examples would be shipments going to a rural area, PO box, Alaska and Hawaii. For any questions on our products or shipping services, feel free to send our Customer Service Department an email inquiry at info@thefirefly.com.


      PLEASE NOTE: The person or business receiving the shipment is legally obliged to pay duties and taxes as required by their state and federal governments. This is not an extra fee charged by Firefly, but rather collected by your local shipping courier in accordance with this legal requirement. Please contact your local tax agency with questions about these fees as they will vary between different provinces and countries.