Frequently asked questions

Are you the manufacturer of Powermatic machines?

No. Powermatic-USA is an independent authorized reseller of genuine Powermatic® cigarette injector machines and accessories.

We are not the manufacturer, but all Powermatic machines sold on our website are authentic, factory-new, and sourced through authorized channels.
How can I be sure I’m buying a genuine Powermatic product?

Genuine Powermatic products include official Powermatic branding, correct model identifiers, original packaging, and manufacturer serial numbers.

All Powermatic machines sold by Powermatic-USA are 100% authentic and factory-new.
Which Powermatic models do you sell?

Powermatic-USA carries popular Powermatic cigarette injector machines, including models such as the Powermatic I+, Powermatic II+, Powermatic III+, Powermatic IV+, and Powermatic V+, depending on availability.

Each product page includes model details, features, and ordering information.

WARRANTY

Do Powermatic machines come with a manufacturer warranty?

Yes. Eligible Powermatic machines purchased new from Powermatic-USA include the original manufacturer’s limited warranty.

Warranty terms, coverage, inspection, repair, and replacement decisions are handled by the manufacturer.
Who handles warranty service, Powermatic-USA or the manufacturer?

Warranty service is handled directly by the manufacturer.

If your Powermatic machine was purchased from our website, Powermatic-USA can help guide you through the warranty process and provide order documentation when needed.
Do you provide repair services?

No. Powermatic-USA does not perform repairs.

Repair, inspection, and warranty service are handled by the manufacturer or authorized service center. If your order was placed through our website, our support team can help explain the next steps.
What is not covered under the manufacturer warranty?

Powermatic machines include a manufacturer warranty for eligible issues during the warranty period.

Warranty coverage is handled directly by the manufacturer and may depend on inspection of the machine.

The manufacturer warranty may not cover:

  • Damage caused by misuse or improper operation
  • Unauthorized repairs, modifications, or tampering
  • Damage caused by using the machine outside its intended personal-use purpose
  • Damage caused by incompatible accessories or improper electrical use
  • Issues involving missing, altered, or removed serial numbers

Warranty decisions are made by the manufacturer after review or inspection.
Where do I send my Powermatic machine for warranty service?

For Powermatic manufacturer warranty inspection, troubleshooting, repair, or service, machines may need to be shipped directly to the authorized service center:

Powermatic Service Center
921 Mariner Street
Brea, CA 92821

Phone: (714) 529-5060
Email: powermaticservice@gmail.com

Please include:

  • Proof of purchase
  • Your contact information
  • A brief description of the issue
  • Any information requested by the service center

Customers are responsible for securely packaging the machine before shipment. Do not ship a machine to Powermatic-USA unless you are specifically instructed to do so by our support team.

SHIPPING & ORDERING

Where do you ship from?

Orders ship from U.S.-based fulfillment centers for fast and reliable delivery.

Shipping times may vary depending on the product, destination, carrier service, holidays, and order volume.
Do you ship internationally?

International shipping availability may vary by product and destination.

Please review the shipping options shown at checkout or contact us before ordering if you need help confirming availability.
Can I change my shipping address after placing an order?

For security and fraud-prevention reasons, shipping addresses cannot be changed once an order has been processed.

If you notice an address issue, contact us as soon as possible. We will do our best to help before the order ships, but changes are not guaranteed once processing has started.
Will I receive tracking information?

Yes. Once your order ships, tracking information will be sent by email when it becomes available.

Tracking updates may take time to appear after the carrier receives the package.

RETURNS & REFUNDS

What is your return policy?

Returns are accepted according to our posted return policy.

Returned items must be in original condition and include all original packaging, accessories, manuals, cleaning tools, cords, trays, and components.
What happens if I return a used, damaged, incomplete, or different item?

Returns are inspected after receipt.

If an item is returned used, damaged, missing parts, missing accessories, heavily soiled, altered, or different from the item originally shipped, the return may be subject to a restocking deduction or may be declined in accordance with our return policy.
Are return shipping costs refundable?

Original shipping costs and return shipping costs are generally non-refundable unless the return is due to a verified error on our part.

Please review the return policy on your order or contact support if you have questions about a specific return.
Do I need to include all accessories when returning a machine?

Yes. All original accessories and packaging should be returned with the machine.

This may include cleaning tools, trays, power cords, hoppers, manuals, and original product packaging, depending on the model.

Missing accessories or packaging may affect refund eligibility.
Are Powermatic machines intended for commercial use?

Powermatic machines are designed for personal use.

Commercial, resale, or high-volume use may void the manufacturer warranty or fall outside normal warranty coverage.
Do Powermatic machines work with all cigarette tubes and tobacco?

Tobacco preparation is one of the most important factors in machine performance.

Powermatic machines work best when tobacco is evenly prepared, not too moist, not too dry, and free from large stems or clumps. Improper tobacco condition is one of the most common causes of jamming and uneven cigarettes.

Troubleshooting & Support

Find quick solutions to common issues and tips to keep your machine running smoothly.

Why is my Powermatic machine jamming?

A Powermatic machine usually jams because the chamber is overfilled, the tobacco is packed too tightly, the tobacco is too moist, or buildup is blocking the injection path.

To help prevent jams:

  • Use properly prepared tobacco
  • Avoid overfilling the chamber
  • Remove stems and clumps
  • Keep the nozzle and chamber clean
  • Do not force the machine if resistance is felt

Forcing the machine during a jam can cause damage.
Why are my cigarettes coming out loose or uneven?

Loose or uneven cigarettes are usually caused by inconsistent tobacco density, uneven tobacco placement, dry tobacco, or a tube that is not fully seated on the nozzle.

Try using a consistent amount of tobacco, spreading it evenly across the chamber, and making sure the tube is pushed fully onto the nozzle before injecting.
Why is my Powermatic not injecting properly?

If your Powermatic machine is not injecting properly, check for tobacco buildup, chamber blockage, nozzle obstruction, tube alignment issues, or overpacking.

Clean the chamber and nozzle area, make sure the tube is seated correctly, and try again with properly prepared tobacco.
Why is my cigarette tube not filling all the way?

A tube may not fill completely if the tobacco is too dry, unevenly distributed, clumpy, or blocked inside the chamber or nozzle.

Clean the machine, remove clumps, use evenly prepared tobacco, and make sure the tube is fully seated before injecting.
How often should I clean my Powermatic machine?

Regular cleaning is recommended after each use or whenever tobacco buildup is visible.

Remove leftover tobacco, clean the chamber, and keep the nozzle area clear. Regular maintenance helps prevent jamming, loose cigarettes, and injection problems.
What causes most Powermatic machine issues?

Most Powermatic machine problems are caused by:

  • Overpacking the chamber
  • Tobacco that is too moist or too dry
  • Lack of regular cleaning
  • Tube placement issues
  • Buildup inside the chamber or nozzle
  • Forcing the machine during a jam

In many cases, simple cleaning and proper tobacco preparation solve the issue.
When should I contact Powermatic-USA support?

Contact us if your machine was purchased from Powermatic-USA and you need help with:

  • Order confirmation
  • Proof of purchase
  • Warranty guidance
  • Troubleshooting steps
  • Missing or damaged items on arrival
  • Return questions

Please include your order number when contacting support so we can assist you faster.