FAQ
Shipping
Shipping Cost
To reach out and support all the Vapers in the Australia, we will do our best to reduce the shipping rate for you. Our shipping price is a flat rate of $15 for any order through our site under $150. Free express shipping is automatically applied for all orders over $150.
Shipping Time Frame
- All packages are sent through either Australia Post Express.
- All shipments will have a tracking number provided to you via email so you can easily track your order.
- To give you some idea of when you can expect your order if you choose Express Shipping, here’s the average shipping times for each capital city in Australia (if you place your order before 2:00 pm EST – otherwise add an extra day if you order after that time).
- Notice: We will have to wait until the transaction has been cleared. Processing time might be vary depends on which bank you are chose to pay.
Melbourne: 2-3 days
Sydney: 2 days
Brisbane: 3-4 days
Canberra: 3-4 day
Perth: 3-4 days
Hobart: 3-4 days
Darwin: 3-4 days
Cancel Shipping
We will happily cancel any unshipped orders up until the time that the order is due to ship out from our warehouse (generally at around noon EST). However, we can’t cancel order that is shipped out.
Payment
Payment Issue
1) I have made the payment for my order, yet why is the order status still on “pending payment”?
As our credit and transaction processors are internationally based, orders may take longer than usual. If an order is placed, your funds are not immediately withdrawn from your account, instead, it is held by our credit card company as the initial transaction goes under thorough assessment before it is fully processed, this is done to prevent credit card scams and to ensure optimum measures of safety when a purchase is made with us. Due to this, we do not have control over the duration of this process, so we advise you to stay patient and frequently review your email for a confirmation notice from our credit processors as well as ourselves.
2) Why didn’t the transaction go through/fail?
If your transaction is denied or fails to go through rest assure that your funds have not been taken out your account. If this occurs do not re-initiate the transaction, instead, we advise you to contact your debit or credit card issuer and or your trusted bank to resolve the matter whilst our credit card processor company will contact you via email informing you the reasoning behind the voided transaction and the steps in which they are going to take to resolve the matter, the main reasons may be:
a) ‘Do Not Honour’
This occurs when the bank and or your credit card issuer does not authorise your transaction, therefore not permitting the deduction of funds from the given card. In this situation, we advise you to contact your bank to gain authorization to proceed with the payment. Due to our credit card processors being an international company, your bank will initiate the payment procedure once given your instruction to do so. Once this is carried out you can re-initiate the transaction so we can successfully proceed with payment and fulfil your order.
b) Insufficient Funds
If this occurs, we recommend reviewing your credit or debit card balance and or choice of the card as it might be due to insufficient funds to deduct to complete the payment. Once the matters resolved, proceed to place a new order with the set funds ready in your account to fulfil the new order.
c)‘High Risk transaction’
If your order is determined a ‘High-Risk Transaction’, this is due to it being an international transaction. This precautionary measure is set for you as a customer to avoid credit or debit card scams and fraud. It is vital that you as a customer initiate the transaction yourself to prevent this anti-measure from being implemented. If this situation is to occur our credit card processing company will send you an email to which you will have to respond to. Once you are ready to proceed with the payment, they will request an image of your credit or debit card sent to them (Note: The credit card processing company will only need the first 6 digits and last 4 digits in order to confirm the owner of the credit card ), once this is complete you will receive a confirmation notice via email from them shortly after.
Order Status Explanation
Pending Payment
As our credit and transaction processors are internationally based, orders may take longer than usual. If an order is placed, your funds are not immediately withdrawn from your account, instead, it is held by our credit card company as the initial transaction goes under thorough assessment before it is fully processed, this is done to prevent credit card scams and to ensure optimum measures of safety when a purchase is made with us. Due to this, we do not have control over the duration of this process, so we advise you to stay patient and frequently review your email for a confirmation notice from our credit processors as well as ourselves.
Processing
Congratulations, your payment was received and will be on its way to you. If the payment is processed and received before 1pm AEST your order will be shipped the same day. You should expect an order confirmation notice and tracking number from us via email within the next 5 minutes.
Completed
Your order has been successfully complete. It will be transited to the address provided; no further action is required.
Failed
If your transaction is denied or fails to go through rest assure that your funds have not been taken out of your account. If this occurs do not re-initiate the transaction, instead, we advise you to wait matter whilst our credit card processor company contacts you via email informing you the reasoning behind the voided transaction.
Refund
The initial transaction is now null and void and your funds and or order has been refunded by our customer service team, no further action is required.
