Delivery and payments

Our delivery and payment terms

Coronavirus update: Australia Post changes in response to the Coronavirus has effected our shipping times. See ‘Packing and sending time’ and ‘Delivery time’ below.

Order process

Once you place an order, we work rather quickly. We will keep you updated on where your order is, from the time you submit it up until it is delivered to you.

  1. You submit an order through our website.
  2. You pay for your order:
    – If you pay by credit card, you will receive an email with a receipt for your payment records.
    – If you pay by direct bank transfer, we send you an invoice via email with payment details.
  3. Once paid (and your funds are cleared if paying by bank transfer), we pack and send your order.
  4. You receive your order and are so happy with it that you order from us again. Then we start right back at step one.

If a product ordered is momentarily out of stock, we will let you know and work out the best solution for your needs.

Payment options

We accept bank transfer and credit card payments.

Bank transfer

Features:
  • No fees.
  • Pay in real time, no accruals.
  • Offers us protection on transactions.
  • Transfers between banks have become faster with most transactions clearing in about one business day.
Things to note:
  • We wait until your funds are cleared before we pack and send your order.

Credit card (Visa/MasterCard)

Features:

  • Quick online payments straight from the checkout.
  • We don’t wait for funds to clear, we pack and send your order as soon as you have paid.
  • You don’t have to organise a bank transfer.
Things to note:
  •  All credit card payments incur a 2% surcharge.
  • Visa and Mastercard cards accepted.

Packing and sending time

Coronavirus update: Australia Post now requires us to lodge our daily mail earlier which may delay the processing of your orders by at least one business day.

 
During the Coronavirus pandemic or until Australia Post tells us otherwise, you can expect the following changes to packing and sending times.
 
We will pack and organise postage of your order within one or two business days after receiving your payment. This will depend on what time of day your payment clears.
 
We process orders during the following times:
  • 9am to 12pm AEST on weekdays
  • excluding weekends and major Australian public holidays.
We thank you in advance for your patience during this time.

Our usual packing and sending time

We will pack and organise postage of your order within one business day of receiving your payment.
 
We process orders during the following times:
  • 9am to 2pm AEST on weekdays.
  • excluding weekends and major Australian public holidays.

How we pack

All devices and e-liquids are carefully packed and posted in one or multiple boxes with protective materials to keep them safe in transit.
 
We personally pack every order and treat each one with care. If you do not receive your order or receive a damaged product, please contact us and we will organise a replacement in your next order. Please see our warranty and returns terms for more information.
 

Postage costs

Postage costs are automatically calculated in the cart and will depend on the size of your order (as this affects the weight of the parcel) and your location.
 
You will have a number of shipping options to choose from in your cart upon checkout, each one having a slightly different estimated time of delivery and price. See ‘Delivery times’ below.
 

Postage companies

We use Australia Post or StarTrack with tracking and signature to ensure that you receive your order promptly and securely. StarTrack is a courier company but a business of Australia Post also.
 
Please note:
  • Orders that include lithium ion batteries cannot be sent with Australia Post Express Post service due to regulations prohibiting batteries on airplanes. You can choose any other shipping option that we have available.
  • You may receive more than one parcel as part of your order.

Delivery time

Coronavirus update: Australia Post (including StarTrack) are experiencing delays in postage delivery. Please visit the Australia Post website for more details.

Below are the standard estimated delivery times quoted by Australia Post and StarTrack of the services you can choose from for postage.
All delivery times highly depend on:
  • your location – the further you are from our warehouse in Brisbane, the longer it may take to receive your parcel
  • any other circumstances that may affect delivery times such as a pandemic, natural disasters etc.
  1. Standard Post (Australia Post)
    Estimated delivery time: 3 – 5 business days.
  2. Express Post (Australia Post – by air)
    Estimated delivery time: 1 – 3 business days.
    We cannot send orders that include lithium ion batteries with this service.
  3. StarTrack Road Express (courier by road)
    Estimated delivery time: 1 – 5 business days.
  4. StarTrack Premium (express courier by road)
    Estimated delivery time: next business day.

Order tracking

  1. Once we ship your order, you will receive an email confirmation with tracking information from us.
    Track your Australia Post parcel.
    Track your StarTrack parcel.
  2. On the day of arrival you will receive an SMS and/or email notification that your parcel is on its way (for Australia Post parcels).
  3. If no one is present to sign for the parcel upon arrival, it will be sent to the nearest post office, business hub or StarTrack Depot.
  4. You will be notified by either SMS, email and/or letter box of the location of the post office, business hub or StarTrack Depot and when you can pick it up.
  5. Please ensure you take your ID with you for collection.

Warranty and returns

All our hardware comes with 90 day (three months) manufacturer’s warranty from the date on the receipt of your customer’s purchase. This warranty excludes tanks, glass, atomisers (coils) and e-liquid. See our warranty and returns terms for more information.
 
Please also see our terms and conditions for more information on use of this website and products.
 
Please note: our delivery terms and conditions can change at any time.
 
If you have any questions, please contact us.
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