SHIPPING WITHIN NEW ZEALAND
All New Zealand shipments are sent via CourierPost.
Standard shipping is charged at a flat rate of NZ$3.90, and is free for orders over NZ$50. Rural delivery is charged at a flat rate of NZ$6.90, and is free for orders over NZ$50.
Orders placed and paid for before 2:30pm, Monday to Friday, are guaranteed to be dispatched same day. Orders placed after 2:30pm may still be dispatched same day depending on order volume, but if not they will be dispatched on the following business day.
Saturday delivery is available for an additional $4 for orders placed between Thursday 3pm – Friday 3pm.
Courier Post has an overnight delivery target for all major towns and cities and you can reasonably expect your package to arrive on the following business day. However please be aware that we cannot guarantee overnight delivery, only that we will get your package to Courier Post in time for them to meet their target. Rural addresses are not eligible for overnight delivery, and an extra 1-2 working days should be allowed.
If you enter a rural delivery address but do not select the rural delivery shipping option this will delay processing of your order as we will have to contact you to request that you pay the difference. Please use the Courier Post address checker to check your address if you are unsure.
We strongly recommend requiring a signature upon delivery to protect against lost or stolen packages. In the event that Courier Post attempts delivery but nobody is available to sign for your package a Card To Call will be left which gives you the option of requesting redelivery or picking your package up from the nearest depot. If you would prefer that your package be left in your letterbox or at your front door and you are willing to accept liability in the case of a lost or stolen package then we can send your package without the requirement for a signature.
You will receive an email with a tracking number once your order is physically in the hands of CourierPost. You can track the status of your package on the NZPost tracking site.
SHIPPING TO AUSTRALIA
Standard shipping to Australia is charged at a flat rate of NZ$10.00, with an option for DHL Express charged at a flat rate of NZ$18. Free standard shipping on all orders over NZ$80 and Free DHL Express shipping for orders over NZ$150.
Orders placed and paid for before 1pm (NZ time), Monday to Friday, are guaranteed to be dispatched same day.
All orders require a signature, so we recommend having your package delivered to a work address if possible.
Once your order has been handed over to the postal courier you will receive an automatic email notification with a link you can use to track your package.
All products are protected at minimum by DOA (defective on arrival) warranty against manufacturing defects. Devices containing electronic circuitry are typically protected against manufacturing defects and faults for an extended period of time after the original purchase date (typically 90 days).
Specific warranty periods are listed on individual product pages. If a product listing does not specify the warranty period then it is covered by DOA warranty only.
As a general rule of thumb, the warranties by product category are as follows:
MODs and Vapes are covered against manufacturing defects and faults for an extended period of time after the original purchase date (see individual product page for exact warranty period).
Tanks, clearomizers, RTAs, RDTAs, RDAs and RBAs are covered by DOA warranty against manufacturing defects only.
Replacement coil heads are covered by DOA warranty against manufacturing defects only.
External batteries (18650, 26650, etc.) are covered by DOA warranty against manufacturing defects only.
Battery chargers are covered against manufacturing defects and faults for an extended period of time after the original purchase date (see individual product page for exact warranty period).
Accessories, spare parts, drip tips and DIY supplies are covered by DOA warranty against manufacturing defects only.
If you have a problem with a product you have purchased please contact us as soon as possible. If the product is covered by DOA warranty only then you must contact us within 72 hours of receiving the product in order to be eligible to receive a replacement under warranty.
When reporting a problem with a product please give us your order number, a detailed description of the problem, and tell us what steps you’ve taken to try and remedy the problem. The more detail you give us the better, as it will reduce the number of questions we have to ask you. In a lot of cases we’ll be able to help you resolve the problem through troubleshooting.
If the problem cannot be resolved through troubleshooting then you will be responsible for shipping the product back to us for testing, and this will be at your own cost. Please do not ship the product back to us without confirmation.
If the product is found to be defective then you will be sent a replacement, or if no replacement is available you will be offered store credit for the original purchase price. If the problem is found to be the result of user error, or the result of damage through misuse/abuse, then you will be asked to cover the cost to ship the product back to you.
Returns & Cancellations
We accept returns in exchange for store credit within 14 days of the original purchase date as long as the product has not been used and all of the original packaging is intact. Returns for e-liquid and external batteries (18650, 26650 etc.) will not be accepted under any circumstances.
If you wish to return a product please contact us first and let us know your reason for returning it. Please do not ship the product back to us without confirmation. Shipping costs will not be reimbursed.
If you’ve placed an order but wish to cancel it before we send it out then please contact us as soon as possible. If the order has already been shipped then our standard returns policy applies.
Packing errors are extremely rare, but in the event that we send you the incorrect product we will ask that you first ship the product back to us before we ship the correct product. We will reimburse the shipping costs, so please keep your receipt from the shipping company.