Pax Customer Support


How do I know if my session is over?

You will know when your session is finished when you begin to see less vapor and taste less flavor.

Can I use liquids in PAX 2?

PAX 2 is designed specifically for use with loose-leaf plant material. By using liquid extracts, oils or concentrates in PAX 2 you run the risk of damaging the device and voiding your 10 year warranty. We strongly recommend against any use of liquids in PAX 2.

I’m having trouble with my PAX. What do I do?

If your PAX 2 isn’t working correctly, please do not try to fix the device yourself as you run the risk of damaging the device and voiding your 10 year warranty. If you suspect something is wrong with the device, please contact our PAX Pros team and our experienced PAX Professionals will assist you.

My PAX 2 feels too hot to handle. What should I expect?

The PAX 2 exterior shell is made with transverse-brushed anodized aluminum and was chosen specifically because it’s great at absorbing and dispersing heat. Though it will be warm, the device will never burn your hand on contact.

TIP: During your session you can wrap your hand around the device to disperse heat and keep the shell at a comfortable temperature.

My PAX 2 Mouthpiece feels very warm. What should I expect?

Any heat that you are experiencing via the mouthpiece comes from the warm vapor you are inhaling, not the mouthpiece itself. You can minimize the amount of heat coming from the mouthpiece by drawing slower, and ensuring your lips are fully placed around the mouthpiece opening.

How often should I clean my device? How often should I replace my oven screen?

We recommend cleaning your device with the included pipe cleaners and isopropyl alcohol every few uses to prevent any build up in the vapor path. PAX 2 can be cleaned in less than a minute. If you use PAX 2 regularly, we encourage a weekly clean for the perfect session every time. Your screen can be replaced whenever you feel like it - we recommend swapping out your screen every month or so.

My screen is stuck. How do I remove it?

With regular cleaning, your screen should easily pop out using just the included pipe cleaners. If you’re having trouble popping out the screen in this way, use a Q-tip sufficiently moistened with Isopropyl Alcohol and a little elbow grease to clean away any build-up that may be holding your screen in place. After a few minutes the pipe cleaner should be able to dislodge your screen.

What battery does PAX 2 use? How long will it take to charge & how long does charge last?

PAX 2 uses an internal Lithium Ion battery. If charging via USB cable, it will take around 3 hours to fully charge. If using the AC wall adaptor (available as an accessory, not included with the device) it will take around two hours to fully charge. The length of a full charge is dependant on many factors including temperature settings, individual sessions and the amount of times your PAX is cooling and reheating. In general, a full charge could last between 5-10 sessions.

Please Note: Portable electronics containing Lithium Ion batteries present rare, but potentially serious safety hazards, especially under hot or cold conditions. Charging of the PAX device should only be performed at temperatures between 50°F and 95°F (10°C and 35°C). To ensure personal and property safety, never charge your PAX device below 50°F (10°C) or above 95°F (35°C). Never charge or leave your PAX device in a vehicle.

Can I swap my shell for a new color?

No, we do not offer replacement shells at this time.

Where is PAX 2 manufactured?

PAX 2 is created and designed in San Francisco, CA and is manufactured and assembled in China. PAX 2 engineers work closely (and travel often!) with our Chinese manufacturers and ensure quality is a first priority. Your experience is always first in our minds - we take great pride in our product through every step of the journey from concept to creation.

How can I find and verify an Authorized Retailer near me?

Use our handy Store Locator to find the closest retailer to you. Our database is not always updated, so we recommend calling location first to make sure they have what you need in stock. You may also contact our PAX Pros if you are concerned on whether or not you are purchasing from an Authorized Seller.

Why should I purchase through an Authorized Retailer?

Only PAX 2 devices purchased via an Authorized Retailer qualify for the 10-year warranty available. This is to prevent the proliferation of counterfeit devices that pose safety hazards to users and ensure your PAX 2 is covered for the full 10 year warranty. When in doubt - contact us, or purchase direct from To register your PAX 2 in your name, please visit product registration.

Is Age Verification required?

We've partnered with Veratad Technologies, an industry leading age verification service. The information you provide during check out on is used by Veratad to complete a public records search, only reporting back whether or not you are of age to purchase our products. If the system cannot immediately verify your age, you may be required to upload a photo I.D. Your order will temporarily be placed on hold until an agent can review your I.D and order information.

Veratad's Age Verification service can be accessed from your PAX Labs account dashboard. Providing false information may constitute a violation of the law.

For more, please see our privacy policy.

If I need a warranty replacement, will I receive the same color PAX 2?

If a replacement is needed under warranty, device color is subject to availability and is at the sole discretion of PAX Labs.

Why does the packaging look different?

The packaging has a new look, but you'll find that the quality and functionality of your PAX will deliver the same premium vapor experience as kits with the previous style of packaging.

I see that PAX 2 is now offered with a 2-year warranty. I bought a PAX 2 with the 10-year warranty, will this still be honored?

Yes. We will continue to honor the longer warranty for PAX 2 kits purchased with the 10-year limited warranty.

Is the PAX 2 kit with a 2-year warranty a different device than the PAX 2 with a 10-year warranty?

No. PAX 2 with the 2-year limited warranty delivers the same design, construction, quality, and performance. By offering PAX 2 with a 2-year limited warranty, we're able to make PAX 2 available at a price point that puts the premium vapor experience within reach for more PAX fans.

How can I tell if my PAX 2 comes with a 2 year or a 10 year warranty?

If you've recently purchased a PAX 2 kit, you can check the side panel of the packaging to find the PAX 2 features. If your PAX 2 has the 2-year limited warranty, it will be listed there on the packaging. If no warranty information is listed, your PAX 2 kit has a 10-year warranty.

I'm having trouble charging my PAX 2

You can tell when your battery needs to be charged when the LED Indicator blinks red three times and the device shuts off.

If all four of PAX 2's LED petals are pulsing when you place the device on the charging dock, this just means the battery is under 25%. Each petal on the PAX 2 LED Indicator stands for 25% battery charge. The petals will solidify one by one for each quarter-charge.

If your PAX 2 seems to be having trouble charging completely, it may be due to the power source.

•   We recommend connecting directly to your computer's USB port using the cable included with PAX 2.

•   Alternatively, you can use a USB wall adapter available through our website

•   3rd-party USB adapters may not be fully compatible with PAX 2 and can cause inconsistent charging.

If you've been using a 3rd-party USB outlet adapter and are experiencing charging issues, we recommend using the PAX 2 charging cable with your computer to see if that resolves the issue, or use your PAX 2 AC Adaptor to charge your device if a USB computer connection is not available.