Shipping &Return Policies
The Vape Boutique provides free standard postage and handling costs Australia-wide for orders over AU$50, but we now also offer FREE EXPRESS SHIPPING country-wide if your order is over AU$75! For purchases AU$50 and below, we charge a flat AU$9 standard shipping fee across Australia. If you want express shipping, it is a AU$12 express shipping fee for order $75 and below. All purchases will be dispatched via Australia Post eParcel service within 24 hours of receiving cleared payment, Monday to Friday only, excluding public holidays. Please buy and pay for your item before 9:00am ACST (UTC/GMT +9:30 hours) for your order to be dispatched on the same day, otherwise your order will be dispatched the next business day. Once your order has been dispatched, you will receive an email with your tracking number from Australia Post after 5pm (please check your “Inbox” as well as your “Junk Mail” as it is an automated e-mail). To use your tracking number, please visit www.auspost.com.au/track.
Below delivery timetables are guidelines only and based on reasonable expectations and experience by Australia Post. The Vape Boutique will not be liable for any loss or damage resulting from a failure to deliver in accordance with these timetables. The timetable shows the expected number of business days to deliver parcels within Australia. For delivery times between specific points, please confirm at your local Australia Post retails outlet, as local conditions can affect normal standards.
Within same state for Standard shipping:
a) Within metropolitan areas of capital cities or within the same city or town or environs – up to 2 business days after posting
b) Between a metropolitan area of a capital city and a country location* – up to 4 business days after posting
c) Between country locations* – up to 5 business days after posting
To other states for Standard shipping:
1. Between Sydney/Brisbane; Sydney/Melbourne; Melbourne/Canberra; Melbourne/Adelaide – 2-3 business days after posting
2. Between Sydney/Adelaide; Melbourne/Brisbane; Melbourne/Tasmania; Adelaide/Canberra – 3-4 business days after posting
3. Between other capital cities* – 5-6 business days after posting
4. To other interstate locations* – please ask at your local Australia Post retail outlet
*For more detail, visit auspost.com.au/pac or call 13 POST (13 7678)
For guaranteed delivery of your purchased item to your doorstep, a parcel acceptance sign-off is required. If no one is around to receive the delivery, the parcel will be redirected to the nearest Australia post outlet. An email will be sent to you for collection at the post office.
Please permit up to 10 business days from the time of despatch before contacting us for missing parcel(s), as we can only submit a missing parcel(s) claim with Australia Post after 10 business days of lodgement. To file a missing parcel claim, please Contact Us and provide your order number or the full name on the order.
We now not only ship within Australia, we provide international shipping as well at a fee of AU$25. If you have queries about international shipping, please Contact Us
Returns & Warranty
We aim to solve every problem you face with your vaping device, however vaping devices can be confusing and complex to use for some users, especially if you are a beginner and for everyone else too as technology changes all the time and new models are constantly appearing in the market. We recommend that you do your due diligent research on how to operate the unit you are purchasing or have purchased, and how to operate it with much care. There are many forums, reviews, tips and videos on Google, Facebook, Youtube, etc regarding vaping gears, good practices, common faults/errors, troubleshooting tips, etc. Please go through them as much as you can before use and/or should you face any problems with your device.
We have a no-cancellation, no-refund policy upon placing an order with us, unless the item delivered is defective or different from what you had ordered (due to our mistake) and before usage. Should you receive a defective or incorrect product, please contact us immediately (or within 7 days of your receiving the item) with your order details and photos/videos (total file size not to exceed 2MB) of the item. We will assess the case and if appropriate we will do an exchange or refund the cost, based on the discretion and final decision by The Vape Boutique, only if the item is returned to us unopened and unused within 14 days upon your receipt of our acceptance email of the exchange or refund. The item must be returned with its original packaging and items/accessories intact.
However, before you return a product, please start with simple troubleshooting steps first – for example, if your mod won’t fire, check if the mod is reading the ohmage of the coil in the atomizer/tank, check your coil (is it time for a change?), try changing the batteries (if they’re replaceable), try using a different atomizer/tank to eliminate the possibility that it’s actually your atomizer/tank that’s faulty, try detaching the tank from the mod and re-attaching it, try turning the mod off and on again (like a reboot), etc.
It is key to ensure you have done everything you can to troubleshoot the problem before you return a device to us, because if we receive a returned item that isn’t faulty you’ll need to pay a return postage fee of $10 in order for us to send your device back to you.
- Liquids: As our products contain food grade ingredients, we do not allow returns at this time. Please keep in mind that taste is subjective. While we hope to please your taste buds, we cannot guarantee their satisfaction.
- Hardware: Under Australian consumer law in the event of a warranty issue you are responsible for the return postage of the product to us. Please ensure If the warranty issue is valid (not caused by fault of the consumer) we will gladly replace the device and cover the shipping costs (for online orders). However if no fault is found with the item, the return postage will be at the customer’s expense. Our warranty for the hardware is ONE month upon receipt of your order. However, this may take up to 1 to 1.5 months to replace the unit upon receipt of the return to us, as we need to send the device off to get assessed to determine it’s a manufacturer’s fault and not caused by the consumer (eg consumer fault due to wear and tear, juice damage, etc). In the event that the device is out of warranty with us, you may contact the manufacturer directly (this process may take up to 6 months or more). Alternatively, we offer a hardware repair service at $25 (exclude return postage fee) should you want to send your device in for repair. If the unit is non-reparable, we will issue you a store credit of $25.
- Coils / Clearomizers / Atomizers: With a DOA (Dead on Arrival) policy of 36 hours on atomizer coils, we do not offer a standard warranty on these items as they are considered consumables (designed to be used and thrown away after a certain amount of time). Please keep in mind that coils must have adequate e-liquid in the wicking material before firing to ensure the coil doesn’t “burn out”. We recommend that you change your coils regularly, at least once every 2 weeks and/or when they taste burnt, etc. Other signs that the coil needs changing is when you see excessive leaking or when the unit reads “no atomizer” or when it does not fire, etc etc.
- Batteries: while batteries could also be considered a “consumable”, in the case of an item dead on arrival (DOA) we will happily replace a faulty battery within 1 week from the purchase date (7 days).
PLEASE NOTE: Please ensure your return postage has tracking with it and do keep your tracking number. And in cases where we are to refund you the return postage, please email us a copy of your receipt for us to issue you a refund. All return items are shipped at the customer’s risk and The Vape Boutique will not take responsibility and/or liability for any items that are lost or damaged due to the negligence or fault of a third party. In addition, they must have all the original accessories (that were included with the item) with the original packaging/box (with serial number) intact. Please indicate clearly your name, order number, contact number/email address, description of fault with the package when you return the device to us. Kindly reach us through our Contact Us page and we will advice on further return procedures.
In rare instances, we may email you to inform you of important and/or critical issues related to our products. These may include promotional offers and sales. We value and respect your privacy, and will never release or sell your information to third parties.
These products are intended for those 18 years of age or older. While there is no current Australian legislation prohibiting the sale of Vapourisers/Electronic Cigarettes to minors as these products contain no nicotine, we cannot condone the use of these products by minors and will cancel and refund any order we discover processed by someone under the age of 18.