Shipping & Online Order Information

Important Notice!

Please note that due to stock availability, your order may arrival in multiple parcels. You can verify by looking at your parcel (at the customer reference), if it looks something like NZN00012345-1 then the rest of your order is coming in another parcel. We do apologise for any inconvenience. 

Christmas Day

All orders made between Friday 22nd of December - Tuesday 26th of December will be processed on Wednesday 27th November due to Christmas Holiday.

New Year's Day

All orders made between Friday 29th of December - Tuesday 2nd of January will be processed on Wednesday 3rd January due to New Year's Holiday.

The packaging of my product is not the same as the old one.

Due to the Ministry of Health requirements - we are required to change our packaging and labelling to ensure that it complies with the requirements set out for us. Please note that this includes additional information on the ingredients list and also the nicotine strength. Example "20mg" will be "20mg/ml". 

My order is not showing up on my account.

For your order to show up on your account, you must sign in first before placing any order. Note that we cannot transfer your order to your account if you forgot to do so. 

When will I get a tracking number for my order?

When your order has been packed by our team, you will receive an email. Please be patient and only contact us if you have not received your tracking number after 3 business days (not including public holiday and weekends).

How do I track my order?

Please use the tracking number emailed to you on NZPost website or use the link in the email to track your parcel. Please note that the tracking number will only be emailed to you once our team has packed your order and it is ready to be dispatched. 

Where is my order shipped from?

All orders are shipped from our warehouse in Auckland, New Zealand. But to ensure that you have access to all of our products, your order may be shipped from one of our stores. 

How long does it take for my parcel to be dispatched?

We aim to dispatch all orders made before 3pm on the same day (excluding weekends and public holidays). However, sometimes this is not possible if there is something wrong with your order (mostly stock availability, invalid address, etc).

How long is shipping?

All of our parcels are shipped with overnight targeted delivery services. NZPost does not guarantee overnight delivery which means that NZPost will aim to deliver your parcel overnight. 

Approximate Timeframe

Non-rural: 1-2 working days

Rural: 2-4 working days

Is it possible to change the address on my order (or request a redirection)?

If you have not received a tracking number, give us a call at 0800 746 742 to update the address. If a tracking number has been emailed to you, you will need to get in touch with NZPost to arrange for a redirection.

Note: We cannot redirect your parcel on your behalf. This is to ensure that all parcels are delivered correctly. Customers are required to redirect their parcel on NZPost website or by calling NZPost with their tracking number.

Can I request ATL (Authority to Leave) or not have the parcel signed for?

No. Due to regulations, all our parcels are shipped with R18, No ATL and Signature Required. 

My tracking says it's delivered but I haven't received my parcel.

Please check your property surrounding, mailbox and with your neighbour. If you cannot find it, please give NZPost a call so they can verify the delivery with the driver.

Can I change the name on my order?

No. Once the order has been placed. We will not be able to change the name on the order. 

My parcel arrived damaged. What do I do?

Please submit a ticket under "Online Order Support". Please be sure to include a photo of the damage and do not dispose of this until our team has gotten in touch with you to confirm. 

Can I cancel an order or return a product that I don't want?

For any cancellation of an order or return of a product back to us, please submit a ticket to our team.

I'm missing some items from my order. 

For some orders, our team may ship your order in 2-3 parcels. This is due to stock availability. If you're missing some items, it is very likely that the rest is coming in another parcel and should arrive within 1-2 working days from each other. If it's been more than 2 days and you haven't received the remaining of your order. Call us or submit a ticket via the contact form. Make sure to provide your order number. 

I have received the wrong product. 

Let us know right away. Please give us a call or submit a ticket with your details. Do not use or dispose of the product. Please keep it aside and await our instructions. 

If you have used or dispose the product or have not contact us within our required timeframe. We may not be able to help. 

Can I add more products onto my order?

No. Once an order has been made we cannot add more products to your order. As doing so will cause delay to your order and other customer's order. 

Can I make changes to my order (E.g. colour, nicotine strength, etc.)? 

To avoid delays for you and other customers, we can only put in a request for any change - However, this will not be a guaranteed that the requested change will be done by our team. We recommend going over what you've ordered before placing it in.