Frequently Asked Questions

Frequently Asked Questions

Vape Valley Australia

  1. What is Vape Valley Australia?

Vape Valley Australia is an online store offering a range of vaping products, accessories and related products to eligible customers in Australia.

  1. Who can purchase vaping products?

Vaping products are restricted to customers who meet the applicable legal age requirements. You may be required to provide age or identity verification before an order can be processed.

  1. Where do you ship?

We offer delivery within Australia for products and destinations where delivery is legally permitted.

  1. What payment methods do you accept?

Available payment methods are displayed during checkout and may change from time to time.

  1. Are your prices in Australian dollars?

Yes. Prices displayed on our website are generally shown in Australian dollars (AUD), unless otherwise stated.

Orders & Shipping

  1. How long does it take to process my order?

Orders are generally processed after payment has been received and verified. Processing times can vary depending on order volume, weekends, public holidays and other circumstances.

  1. How long does delivery take?

Delivery times depend on your location, shipping method and delivery provider. Any timeframe provided is an estimate and may be affected by circumstances outside our control.

  1. Will I receive a tracking number?

Where tracking is available, tracking information will be provided after your order has been dispatched.

  1. Why isn’t my tracking information updating?

Tracking information may take some time to appear after a parcel has been lodged with the delivery provider. If tracking remains unchanged for an extended period, contact our support team.

  1. Can I change my delivery address?

Contact us as soon as possible if you need to change your delivery address. We cannot guarantee changes after an order has been processed or dispatched.

  1. What happens if my parcel is delayed?

If your parcel appears significantly delayed, contact us with your order number and tracking details. We will assist with investigating the shipment where reasonably possible.

  1. What happens if my parcel is lost?

If a parcel is confirmed as lost, we will assess the situation and work with the relevant delivery provider. Any remedy will be handled in accordance with applicable Australian Consumer Law.

Returns & Warranty

  1. Can I return an item?

Returns depend on the reason for the return and the type of product. Faulty, defective or incorrectly supplied products are handled in accordance with applicable Australian Consumer Law.

Please contact us before returning an item.

  1. What if I receive a damaged product?

Contact us as soon as possible with your order number and details of the damage. We may request photographs or other information to assess the issue.

  1. What if I receive the wrong product?

Contact our customer support team promptly. We will check your order and assist with an appropriate resolution.

  1. Do your products come with a warranty?

Some products may be covered by a manufacturer’s warranty. Warranty periods and conditions vary by product.

Australian Consumer Law guarantees may also apply.

  1. Can I return an opened or used product?

Returns of opened or used products may be restricted depending on the product and reason for the return. This does not affect any rights that cannot legally be excluded under Australian Consumer Law.

Product Questions

  1. Are your products genuine?

We aim to supply products as described on our website and source products through our available supply channels. If you have a question about a particular product, contact customer support before placing your order.

  1. Do products come in their original packaging?

Packaging depends on the individual product and manufacturer. Product packaging may also change from time to time.

  1. Can I ask about product availability?

Yes. If you cannot find a particular product or flavour on the website, contact us and we can advise whether it is currently available.

Legal & Safety Questions

  1. Are vaping products legal everywhere in Australia?

Australian vaping laws and regulations can vary and may change. Customers are responsible for complying with the laws applicable to their state or territory.

We reserve the right to refuse or cancel an order where fulfilling it would be unlawful.

  1. Can you guarantee that my order will be delivered?

We cannot guarantee delivery where circumstances outside our reasonable control or applicable legal restrictions prevent delivery.

We will process eligible orders in accordance with our shipping policy and applicable laws.

  1. Do you sell to minors?

No. Vape-related products are intended only for customers who meet applicable legal age requirements.

  1. What should I do if I have a question that isn’t answered here?

Our customer support team is available to assist with questions about products, orders, payments, shipping, returns and warranties.

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

Shopping Cart