Questions & Answers

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    CONTACT INFORMATION

    50 East 52nd Street
    Brooklyn, NY 10022
    United States

    +1322224332
    +4643758533

    [email protected]
    [email protected]

    Do you have questions about how we can help your company? Send us an email and we’ll get in touch shortly.

    Product Inquiry

    How can I buy Sixhill products?
    • Directly on our website
    • Via Blibli
    • Via Tokopedia
    • At our offline flagship stores — check locations on Find Nearby Stores 
    How do I use Sixhill heated devices?
    Insert a compatible tobacco stick, power on the device, and follow the on-screen or indicator prompts. For a full guide, visit the Getting Started section
    Which tobacco sticks are compatible with Sixhill devices?
    Each device has specific compatibility:
    • Usonic Mini / Pulse: NISE sticks
    • MOK: Sentic sticks
    • Kungfu Air: Kuanzhai sticks
    • Aurr / Enove: Terea sticks
    Please check the product page for exact compatibility.
    What is the warranty and return policy for Sixhill products?
    All devices come with a warranty against manufacturing defects. For details, please refer to our Returns & Refunds and Warranty Policy page.

    Safety and Usage

    Is nicotine addictive?
    Yes. Sixhill tobacco sticks contain nicotine, which is an addictive substance.
    Is heated tobacco safer than traditional cigarettes?
    Heated-tobacco products reduce smoke, ash, and harmful by-products because they do not burn tobacco. However, they still contain nicotine and are not risk-free.
    Can minors use Sixhill products?
    No. Sixhill products are strictly for adults of legal smoking age in their location.

    Payment Methods

    What payment methods can I use when shopping on Sixhill?

    Sixhill uses Xendit as its secure payment gateway, which supports the following common payment methods depending on your location:

    • Credit/Debit Cards – Visa, Mastercard, JCB, American Express

    • e-Wallets – OVO, DANA, ShopeePay, LinkAja (in Indonesia)

    • QRIS – Indonesian QR code payments

    • Bank Transfers – BCA, Mandiri, BNI, BRI, and others (in supported regions)

    • Direct Debit or Virtual Accounts – region-dependent

    Is my payment secure?

    Yes. Payments on Sixhill are processed securely through Xendit, a PCI-DSS compliant platform widely used across Southeast Asia.

    Support

    How can I contact customer support?
    You can reach us at:
    🕒 Mon–Fri, 09:00–18:00
    How long does it take to process my order?

    Orders are normally processed within 1–2 business days after payment is successfully confirmed. For orders placed on weekdays, we aim to process them within 1×24 business hours. Orders placed on weekends or public holidays will be processed on the next business day. Please note that order processing time does not include delivery time. Delivery begins after your order has been handed over to the courier.

    Why hasn’t my order been picked up by the courier yet?

    After your order has been processed and packed, courier pickup may take place on the same day or the next available pickup schedule, depending on the logistics provider. Once the parcel has been collected, you can follow the delivery progress through the tracking information provided.

    Business Inquiry

    How can I become a wholesaler or distributor?
    If you are interested in distribution or wholesale cooperation, please contact our business team via:
    Can I get marketing materials to promote Sixhill products?
    Yes. Authorized partners may request product catalogs, images, and promotional assets from our marketing support team.
    Do you provide invoices for company purchases?
    Yes. For company purchases requiring an invoice, please contact us via WhatsApp or email [email protected].
    We will inform you of the required company details, and the invoice will be processed within 7–15 business days after verification.