Shipping & Returns
Shipping & Delivery Policy
Fees and ETA Shipping Time
We will use the information of the third-party courier company to calculate the freight.
New Zealand
Courier Post Price: From 5.00 NZD OR FREE SHIPPING FOR ORDERS OVER $40!
Courier Post ETA shipping time: non-Rural area 1-2 working days, Rural area are 1-4 days.
Overnight shipping is targeted but not guaranteed.
Australia
DHL Price: 20.00 NZD OR A FLAT RATE OF $25 FOR ORDERS OVER $100!
DHL ETA Shipping Time: 1-5 working days
Rest of the world
DHL Price: From $45.00 NZD
DHL ETA Shipping Time: 2-10 working days
New Zealand Shipping
Tracking Number
All parcels dispatched by Hi Vape will contain a tracking number. The tracking number is required to locate and make changes to your parcel during delivery. It is your responsibility to not share your tracking number with others. Hi Vape will not be liable for any unauthorized changes made on your parcel with your tracking number.
Shipping Dispatch
1.All orders placed before 2 PM NZST on weekdays will be processed and dispatched the same day.
2.All orders places after 2 PM NZST on weekends will be processed and dispatched on the next business day.
3.All orders placed on New Zealand public holidays will be processed on next business day.
4. Please note that some orders may not be dispatched the same day due to stock or Courier Post services and may take up to 3 days to dispatch.
5. Hi Vape bears no liability for delay caused by shipping company.
Authority to Leave (ATL)
Hi Vape is not responsible for any lost, damaged or stolen parcels if your parcel has been successfully delivered with Authority to Leave (ATL) by Courier Post. If your property is under ATL with Courier Post, it is your responsibility to make sure that the parcel is delivered successfully. For more information, please visit the Courier Post website.
Redirection
Once the parcel is dispatched from our warehouse, we are no longer accountable for redirection. The buyer needs to get in touch with the respective shipping company along with the shipment details and organize the redirection by themselves. Hi Vape will not be held responsible for any lost, stolen or damages if the parcel is redirected.
Lost or Stolen Parcels
Hi Vape is not responsible for any lost or stolen parcels upon delivery. If your parcel has been lost or stolen, please contact Courier Post to open an investigation. Failure to do so may result in no compensation from Courier Post.
Parcel not received
1. If your parcel has been marked as delivered but you have not received it:
2. Contact us within 48 hours from the time it has been marked as delivered.
3. Please check around your property to ensure that it may not be left out of sight.
4. Please allow up to 10 working days from the time that you have contacted as an investigation will be opened with Courier Post.
5. As the delivery is made by Courier Post, we can not ship a replacement parcel until Courier Post has completed their investigation. Our team will keep you updated once the investigation has been completed.
6. Failure to notify us within the required timeframe will result in Courier Post not being able to accept a claim/investigation. No refunds, replacements, or credits will be provided by us should this occur.
7. If you wish to dispute any outcome by Courier Post Investigation, please contact them directly.
Invalid shipping address
At some events, Hi Vape may halt your shipment and ask the buyer additional information in order to book a delivery, if the delivery address is not correct and should there be any shipping related issue, we will contact you via phone or email to rectify the issue. Hi Vape bears no liability for delay caused by invalid shipping address.
Additional Fees
At the unlikely event, we may require you to pay shipping fees should you have provided us an address that does not accurately charge you the correct shipping fee. Should this occur, we may place your order on hold and will contact you (via phone/email) to let you know.
Prescriptions for Nicotine in Australia
Obtain a nicotine prescription.
Apply for a prescription online at Quit Clinics Doctors or from a prescribing Australian Doctor.
Australia and Rest of the world shipping
1. Due to different laws and regulations in different countries, we do not guarantee that your parcel will arrive at you. As such, we will not take any responsibilities should your parcel be seized by customs or other parties involved in shipping your parcel. No refund will be provided should this occur.
2. We reserve the right to place your order on hold or cancel your order should we suspect that the product may not be able to be shipped to you. If such a case arises, you will be notified via email.
3. If your parcel has been returned back to us if it could not be delivered, we will contact you via email to advise you. Should we deem that your parcel could not be delivered in this case, we will cancel your order and process a refund. We will not refund the cost of shipping and will deduct any extra cost of the parcel being returned back to us from your purchase price.
4. Parcel(s) being returned must be received by us prior to a refund/replacement being issued.
5.International buyers should contact their local custom authorities for any information on duty and taxes. All duties and taxes are the responsibility of the buyer.
Returns & Exchanges
HiVape will fulfil its obligations in relation to faulty goods under the Consumer Guarantees Act but please be advised that we do not accept returns on in-store purchases in “change-of-mind” situations.
Smoking products, e-cigarettes or vaping devices must remain unused. E-liquids must remain sealed.
Any item purchased on SALE is non-refundable.
If you encounter any product problems, please CALL or SEND email to us first, we will provide suggestions for corrective measures to correct such problems.
1. Returning Online:
We will use the information of the third-party courier company to calculate the freight.
We may refuse to exchange or refund an item where the item has been used, worn or damaged and is no longer in an acceptable sell-able condition.
we will handle the rest as quickly as we can; whether you want a replacement, a new product.
2. Returning in-store:
Please be aware that we currently do not accept returns of online purchases in our stores.
Warranties only cover manufacturing faults and do not cover any physical damage that has occurred after leaving the shop.
Please, therefore, check all purchases before leaving the shop.
Sale Product
For returns on promotional items, all items included in the promotion need to be returned. When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.
Exceptions
1. Glass Items
There is no warranty for glass items (such as shisha glass vases and bowls or parts) broken, chipped or scratched after leaving the store.
When you are pushes in store, please check the items carefully with staff before leaving the store.
2. Vaporizers
The Vaporizers must be cleaned after each use, otherwise it may be blocked. No guarantee is provided for tobacco dyeing, as this is an inevitable result of product use.
The Vaporizers is only used for vaping purpose. Different Vaporizers will produce different amounts of smoke and taste, so please choose carefully before buying, because the warranty does not cover changing ideas or improving smoke or taste.
3. E-cigarette Device
Ensure that all electronic cigarette devices have no manufacturing defects within 3 months. If you encounter any product problems, please call us first, we will provide suggestions for corrective measures to correct such problems.
The discount group does not guarantee damage caused by misuse, incorrect installation or incorrect storage. We assume no responsibility for any accidental or indirect losses. Except for faulty batteries, e-cigarette accessories cannot be replaced or refunded.
- Disposable e-cigarette within 7 days of purchase
- Closed pods system is within 30 days of purchase
- Vape pen is within 90 days of purchase
Please confirm the warranty period with the staff
4. Batteries, Chargers & Scales
Like Batteries, Chargers and Scales are not all created equal. Accordingly, their prices and warranty periods differ. In any event, none are for more than one month.
please check the warranty period at the time of purchase.
–Batteries
- Different electronic gadgets use different types of batteries also with different price
- Different types of batteries have different life-spans and recharging cycles. None of them last a human “life-time”.
–Scales
- All scales do not include calibration weights
- scales cannot be exchanged after use due to a change of mind or the like, so please choose carefully;
5. Non-returnable items
- Unfortunately, we cannot accept returns on sale items or gift items.
PLEASE BE ADVISED THAT WE DO NOT ACCEPT RETURNS ON IN-STORE PURCHASES IN “CHANGE-OF-MIND” SITUATIONS.