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Frequently asked question
1. Shipping & Delivery
Q1: What should I do if I receive the wrong items or my order is incorrect?
A: We are so sorry about that! While we strive for perfection, mistakes can occasionally happen during packing. If you notice any discrepancies with your delivery, please contact our customer support team as soon as possible.
How to reach us: Send an email to our support team with your Order Number and a brief description (or photo) of the incorrect item(s) you received.
Our promise: One of our friendly customer service specialists will get back to you promptly to arrange a priority replacement or fix the issue for you, completely hassle-free!
Q2: How do I track my vape order?
A: Once your order has been processed and is ready for dispatch, you will automatically receive an email notification containing your courier tracking number and a live tracking link.
Simply click the link within the email to monitor your package’s real-time journey through our premium New Zealand courier portal.
Please note: As all vape deliveries strictly require 18+ signature verification, we highly recommend monitoring your tracking link to ensure someone is available to sign for the package upon arrival.
Q3: Can I buy vapes online if I live in a rural area of NZ?
A: Absolutely. We ship premium vaping products nationwide, including rural regions. Please ensure you select the Rural Shipping option at checkout to prevent any logistical delays.
2. Age Verification & Compliance
2. Age Verification & Compliance
Q1: What is the legal age to buy vapes online in New Zealand?
A: Under the Smokefree Environments and Regulated Products Act, you must be 18 years or older to purchase any vaping products in New Zealand. We implement a strict, secure age-verification process at checkout to ensure full compliance with Ministry of Health regulations.
Q2: Do I need to show ID upon delivery?
A: Yes. All orders are shipped via a strict “18+ Signature Required” courier service. The courier driver will ask for a valid photo ID (such as an NZ Driver’s License, Passport, or Kiwi Access Card) upon delivery. Parcels cannot be left unattended in mailboxes.
3. Products & Regulations
Q1: Are your disposable vapes and pod systems fully compliant with NZ regulations?
A: Yes, 100%. Every vape kit, disposable vape, and pre-filled pod we stock strictly adheres to the latest New Zealand vaping regulations, including nicotine concentration limits (maximum 20mg/mL), removable batteries, and child-safety mechanisms. We only source from official, authorized global distributors.
Q2: Why can't I find certain high-nicotine flavors on your website?
A: To comply with NZ law, non-specialist online channels must adhere to specific flavor and nicotine restrictions. We closely follow the Ministry of Health’s guidelines to ensure our inventory remains fully compliant while offering the best legal selection of top global brands.