FAQ

  • I just received my package and it only came with the pen and not the Extracts.

    • Helio Supply is a vape hardware and accessory company. We specialize in providing batteries, accessories, disposables, and carts. We do not sell extracts. If you have any questions or concerns about your order, please don't hesitate to contact our customer support team.


  • Does it come with wax?

    • Just to clarify, our products do NOT come with wax. We provide the accessories and hardware only. However, it's designed to enhance your vaping experience with customizable temperature settings. 


  • Do the batteries work only for 510s?

    • Yes, the Smart Range batteries are specifically designed to work with 510 threaded cartridges.


  • Where is your company based?

    • We are based in Seattle, WA, USA. 


  • My Smart Range 510 Battery won't last all day on a full charge.

    • The LED screen is high in function but can drain the battery when overused. It's unusual for the battery to not function at a certain percentage. Here are some tips to preserve battery life:

    • Set your desired voltage and leave it instead of frequently adjusting.
    • Turn off the battery when not in use (5 clicks on/off).
    • The battery charges quickly, usually in under an hour, so ensure it has enough power to last through the day.
    • Lower voltage hits preserve battery life. Experiment with lower temperatures to find what works best for your cartridge.
    • Make sure you charge your Smart Range 100%. Sometimes the charging indicator can exaggerate the charge of your device. We recommend waiting until fully recharged before using again! 

  • I'm not getting as many clouds on 2.4 as I want, even though I charged it.

    • Several factors affect cloud production, including resistance, cartridge type, and oil consistency. Here are some troubleshooting tips:

    • Preheat the cartridge before use (2 clicks on Smart Range).
    • Check the resistance reader on the Smart Range. Higher resistance may require a higher temperature for better cloud production.
    • Ensure the cartridge is screwed on tightly. The Smart Range will flash 'check atomizer' if the connection isn't secure.
    • Experiment with temperature settings to find the right balance of flavor and clouds. Different terpenes burn at different temperatures, affecting your vaping experience.
    • Make sure your device is fully charged! If the battery is low this can affect vapor production!

  • The USB C charger connection does not go all the way into the device, only about halfway. Is that normal?

    • Yes, it's normal for the USB C charger to only partially insert into the device. Rest assured, it should still charge normally. If you encounter any issues with charging, please reach out to our support team for assistance.


  • Does it come in other colors?

    • We will be offering more colors and sticker options soon.


  • How to clean SolPod from cartridge leak?

    • Use isopropyl alcohol and Q-tips to wipe down the chamber. Ensure it's dry before the next use


  • Does the button above the voltage adjuster cause the coil to heat up or does simply drawing on the pen cause the pen to heat up?

    • The Smart Range is button-activated, NOT an auto-draw vape battery. Hold down the button to vape, and it has a 5-click on/off function and a 2-click preheat function.


  • Can I order 1000 1ml with the CA logo on it?

    • Our hardware has a MOQ of 2k - 3k units for custom printing with a 4-6 week lead time. We can coordinate this for you to plan ahead and avoid stock shortages.

  • What is the session timer?

    This setting adjusts how long the activation button will send power to the cart. Think of it as a puff length timer. We typically start the session timer at 10 seconds but this can be adjusted to personal preference.
  • What is the ideal temp range?

    This is subjective and depends on the type of cartridge, the resistance of the cartridge and the extract being used. High resistance carts may require more heat or higher voltage. Different terpene profiles burn at different temperatures so this varies from strain to strain as well. 

    • For distillate carts, 2.5-3.0 is a good range to start a cart in. 

    For live resin, cured resin or hash rosin carts start at 1.8v and slowly work your way up. We have found best results from 1.6v - 2.4v for these terpene rich cartridges but as stated above different strains will have different burning points. 

    Begin at a lower setting when unsure, and raise or lower the temp as desired. Remember to preheat first. Beginning a session without a preheat cycle can cause harsh or thin clouds.

  • What is the best session timer?

    3-5 seconds is a good starting range. Lower temps may need longer session timers, and higher temps may need lower session timers
  • My Smart Range reads ‘Short Circuit’, How can I fix this?

    •

    When the LED screen on the Smart Range reads ‘Short Circuit’ loosen your cartridge slightly. Some 510 threaded cartridges are slightly longer than others. Occasionally when screwing the longer threads down too tightly it triggers the ‘short circuit’ warning. Just loosen the cartridge every so slightly so that it does not smash the heating plate but also does not completely unscrew from the Smart Range itself.