You're anxious waiting for your vape-mail, we know, we're vapers too! The following information should help put your mind at ease.
Order Fulfilment Process
We ship packages on a first come first shipped basis. Choosing "Express" or "Standard" shipping doesn't change your position in the queue, it just changes how quickly Australia Post delivers your parcel.
Orders received before 11am Sydney time will typically be shipped out on the same day. Bear in mind that on Mondays we typically have a rather large backlog of orders received over the weekend so we can't always get orders out the same day.
Tracking numbers get issued as soon as your order is processed. When we print out your packing list to process your order, we generate a shipping label at the same time. Your order is then packed and the shipping label is applied to your package. The packing team (The VK Vixens) carefully pack your goodies and put the parcels in a huge stack in our mailing bay. At 4pm, Australia Post picks up all the mail and takes it to the Australia Post Parcel Facility for sorting and distribution. This is the first time your package is scanned, so if you're wondering why your F5 refreshing of the tracking page is showing no results 10 seconds after receiving your tracking number, you know why :)
The process of applying a tracking number to your order and sending you a notification email is entirely automated. We don't do it manually, and we don't have any way to figure out your tracking number before your parcel has shipped, so if you're wondering what your tracking number is there isn't much point emailing us about it - all you need to do is wait to receive the automated email.
Shipping Times and Postage Costs
Regular Post: $7.95 (2-7 business days)
Express Post: $9.95 (1-2 business days)
Whilst we'd love to be in control of your order from start to finish, unfortunately once the package leaves the premises we are at the mercy of Australia Post to get your package to you on time. In instances where there is a delay, please be patient and allow an extra day or two for your package to arrive. If it's way overdue, feel free to vent your frustrations at our Customer Support Team, they have developed thick skins over the years :) Hint: The nicer you are to them, the more helpful they seem to be, they are a weird bunch I know :)
If you have any issues, such as lost mail, damaged mail etc.. Shoot through an email on the Contact Us page and we'll be more than happy to follow things up for you.
Frequently Asked Questions
Q. Where are you located?
A. We are located in Sydney, NSW.
Q. What is the cost of Shipping?
A. The cost of shipping differs based on the shipping method chosen. You can get a shipping quote for your order at checkout before making payment. View our shipping information to find out more.
Q. Has my order shipped?
A. Once your order has shipped you will receive a despatch email from Australia Post. Your order status on the website will also show shipped.
Q. How can I track my shipments?
A. Once your order ships you will receive a despatch email which contains information on tracking your order. A tracking number will be assigned to your order on our website at the end of the day. Please use the link to track your parcel.
Q. My package is lost, what do I do?
A. Send us an email via our contact page and we'll find a solution for you.
Q. How long will it take for my order to reach me?
A. Typically 1-2 business days for our Express Shipping option and 3-7 business days for Regular Post.
Q. What if I get faulty/wrong/missing product?
A. Simply contact us and we'll organise to have the correct product sent out to you.
Q. Do you ship internationally?
A. No, we ship within Australia only.
Q. I paid for Express Shipping, should my order arrive next day?
A. Choosing Express Post does not affect how fast your order is processed, it is simply the method of shipping used once your order has been processed. During busy periods it may not be possible to send orders the same day they are received.
Q. My Order Status says "Awaiting Fulfilment". What does this mean?
A. Awaiting Fulfilment means funds for your order have been received and your order is now being processed.