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Free Shipping anywhere in NZ
Free Shipping anywhere in NZ

FAQ

Shipping Information

Do you have FREE shipping?

We sure do!

For New Zealand customers, standard shipping is always free - no minimum order required. Just add your items to the cart, check out and we’ll send your order to you at no extra cost.

For Australian customers, standard shipping is free over $75 and DHL Express is free over $150.

How much does shipping cost?

For Australian customers who don’t spend at least $75, standard shipping costs an extra $10 on top of your order, and DHL Express shipping costs an extra $18.

But if you add at least $75 worth of products to your cart, standard shipping is FREE. For DHL Express, shipping is free after $150.

How long will it take to receive my order?

We ship every weekday from our warehouse and store in Auckland, New Zealand. When your order is dispatched you’ll receive an email containing a tracking number, which you can use to follow the whereabouts of your items.

Orders within New Zealand are shipped with NZ POST and tend to arrive very quickly.

Orders to Australia ship with either NZ POST (transferring to Australia Post when it gets into Australia) or DHL Express, depending on which option you choose. Turnaround time is generally very quick, however some delays can be noticed during peak times of demand. If you’re ever unsure of where your order is and it’s been a while, drop us a line to info@thevapestore.co.nz and we’ll investigate for you.

Can I cancel my order before it ships?

If you make an error or no longer require your order, please contact us immediately either via email at info@thevapestore.co.nz, live online chat on this website, on our Facebook page or via phone. We will endeavour to cancel your order before it leaves our warehouse, however once it’s on the way there isn’t anything we can do until it arrives to you, and you’ll need to go through the returns process detailed in our Returns Policy.

 

Payment Options

What payment options do you accept?

Currently, The Vape Store accepts payment by bank transfer, POLIpay, Lay Buy and various cryptocurrencies.

Lay Buy is a Buy Now, Pay Later service. You must pre-apply for an account with Lay Buy and will be given a pre-determined amount of credit that can be used in our store. During checkout, simply click the Lay Buy option and log in to your account to pay this way.

What cryptocurrencies do you accept?

The Vape Store accepts Bitcoin and Litecoin payments.

Is my information secure while using your site?

Your information is secure while using The Vape Store website.

The Vape Store's website is secured by Shopify. Shopify security includes PCI-DSS Level 1 compliance with all payment methods.

We use secure servers for our website (SSL), hence you should see https:// before the address of this page in your web browser address bar, along with a padlock icon. Shopify's back-end SSL certificate is provided by DigiCert SHA2 High Assurance Server CA.

Do you retain my payment information following a purchase?

The Vape Store does not retain payment information following a purchase. We do not have access to credit or debit card numbers, bank account numbers, PayPal account details, etc.

When making a purchase from The Vape Store, your account owner (i.e. your bank) makes an authorisation against the funds required to complete the purchase, allowing us access to those funds and only those funds. When we verify that we have items in stock we capture that payment. We are unable to capture additional funds over and above the amount authorised.

Your payment details may be saved by external payment providers if you choose to use them, and this will be in accordance with their privacy policies. These are third party services that we do not have access to, and hence as such any details you give to these services including name, address, credit or debit card numbers, passwords, etc. are not available to us.

 

Returns Policy

What is your Returns Policy?

We aim to sort out any issues you have, and you can always contact us at info@thevapestore.co.nz or via one of the other contact options mentioned above. If an error has been made in your order (e.g. a missing or incorrect item) please contact us immediately and we will rectify in our next shipping cycle.

Returns are accepted dependant upon some terms and conditions. If a product is faulty immediately then a refund or replacement will be issued once we have received and assessed the item. We offer a further 4-6 week refund or replacement warranty on all of our products, depending on the item. In some cases the item will be replaced with a 'for-like' product depending on availability (we will always liaise with you before doing this).

New Zealand law provides some guarantees for purchasers regarding faulty items. However, returns are not necessarily allowed if any of the following apply:

  • The product's condition has been worsened by the use of the product.
  • There has been significant use of the product.
  • The product has been used incorrectly.

E-Liquids contain food grade ingredients and as such are non-returnable. Atomisers ("coils") are disposable items and as such only a Dead On Arrival (DOA) warranty is provided. Please contact us within 24 hours if an atomiser is DOA. DOA warranties are only valid if correct use has been applied (i.e. proper "priming").

If more than 4-6 weeks have gone by since your purchase, your product reverts to the manufacturer's warranty. Information regarding manufacturer warranties can be found in the product box or on the manufacturer's website.

How do I qualify for a return?

Faulty Products

Potentially faulty products must be accompanied with the following information:

  1. Your full name and order reference number;
  2. A brief overview of what you wish to return and why you believe it is faulty;
  3. Any and all steps you have taken to alleviate the fault.

Incorrect Item Received

If we have sent an incorrect item in an order, please notify us as soon as possible and we will rectify the issue. We may or may not request the incorrect item to be returned to us, and this must be in an unused condition and is at our discretion.

Item Arrived Damaged

If your item arrives damaged during transit, please notify us as soon as possible and we will rectify the issue. We may or may not request the incorrect item to be returned to us, and this must be in an unused condition and is at our discretion.

Change of Mind

Change of mind return requests can be made here and are entirely at our discretion. These items must be unused and in their original sealed packaging. Any used change of mind return requests will be rejected.

E-Liquids

As e-liquids contain food grade ingredients we cannot accept a return on these items.

How do I submit a request for return?

All return requests must be accompanied by an explanation of the reason for return as well as supporting images (incorrect item, fault in question, etc.). Return requests without these may be rejected and more information sought.

To begin a return request, email info@thevapestore.co.nz.

Will I be reimbursed for the cost of shipping my item back to you?

Unfortunately, in most circumstances we will require that you send an item back to us if it is claimed to be faulty. We must run independent tests on the item to confirm a fault, and then provide either the manufacturer or our supplier with videos, photos, serial numbers and order numbers in order to perform a warranty claim. This is no different to the process that a bricks-and-mortar store must go through in order to process returns, and hence we require the stock to physically be returned to us.

You will be responsible for the return postage cost of your items in some instances, in the same way that you would be required to return a potentially faulty item to any other shop. In order to expedite the process, we will accept the return postage cost of your item to you should it be deemed not faulty, and for any return postage costs of your replacement item should your returned item be deemed faulty.

If you believe you have a valid claim for reimbursement of postage costs, please state this when putting forth your returns claim in the first instance.

Am I able to return my item if I’ve changed my mind about it?

We reserve the right to accept or deny "change of mind" ("buyer's remorse") returns at our sole discretion. These returns will only be accepted if the item is unused and unopened in its original packaging.

Do not send back items that you no longer want without first receiving approval from our team for a return, as these items will likely be returned to you.