FAQ
SHOP WITH CONFIDENCE — OUR 4 PROMISES
1. 100% Genuine & Verified Stock — every device is sourced from authorised Australian suppliers and carries a scannable anti-counterfeit code you can verify on the manufacturer’s official website.
2. Plain, Discreet Packaging — orders ship in unbranded satchels. No product names, no logos, nothing that reveals what’s inside.
3. Fast Australia-Wide Delivery — dispatched from our Australian warehouse within 1 business day and delivered to every state and territory. Free shipping on all orders over AU$149.
4. Strictly 18+ Only — age is verified at checkout, and again on delivery where required by law.
1. Authenticity & Genuine Products1. 100% Genuine & Verified Stock — every device is sourced from authorised Australian suppliers and carries a scannable anti-counterfeit code you can verify on the manufacturer’s official website.
2. Plain, Discreet Packaging — orders ship in unbranded satchels. No product names, no logos, nothing that reveals what’s inside.
3. Fast Australia-Wide Delivery — dispatched from our Australian warehouse within 1 business day and delivered to every state and territory. Free shipping on all orders over AU$149.
4. Strictly 18+ Only — age is verified at checkout, and again on delivery where required by law.
Q: How do I know your products are genuine and not counterfeit?
A: Every device we sell is sourced directly from authorised Australian suppliers. Each pack carries an anti-counterfeit scratch panel — scratch it off and enter the code on the manufacturer’s official verification website. If the code does not validate, contact us and we will replace the item or refund you in full.
Q: Do I receive a receipt and warranty?
A: Yes. Every order includes an itemised tax invoice, and all devices carry the standard manufacturer’s warranty covering faulty workmanship. If a device fails to operate on arrival, contact us within 7 days for a replacement.
2. Age Verification (18+)
Q: Do I need to be 18 or over to order?
A: Yes — you must be at least 18 years old to purchase from this website. Nicotine vaping products are age-restricted in Australia, and we take this seriously.
Q: How is my age checked?
A: Age is confirmed at checkout. In line with Australian regulations, the courier may also request photo ID confirming you are 18+ at the point of delivery. Any order that cannot be age-verified will be cancelled and refunded in full.
3. Discreet Packaging
Q: Will my order arrive in discreet packaging?
A: Yes. All orders are shipped in plain, unbranded Australia Post satchels or boxes. There is no product name, flavour or branding visible on the outside of the parcel.
Q: What will appear on my bank or card statement?
A: Your statement shows a neutral trading name — no vape-related wording appears. If you cannot locate your charge, contact us and we will help you find it.
4. Delivery Times by State
Q: How long will my order take to arrive?
A: We dispatch within 1 business day (Mon–Fri). Estimated delivery time after dispatch:
• NSW / ACT — 2–4 business days
• VIC — 2–4 business days
• QLD — 3–5 business days
• SA — 3–5 business days
• WA — 5–7 business days
• TAS — 5–7 business days
• NT — 5–8 business days
Q: Do you deliver to regional and remote areas?
A: Yes. We deliver Australia-wide, including regional and remote postcodes. Remote areas may add 1–2 business days to the estimates above.
Q: Do you ship internationally?
A: No. We are an Australian store and ship within Australia only — we do not deliver to any overseas address.
Q: How much is shipping, and when is it free?
A: Delivery is by Australia Post and is priced by parcel weight, which is calculated automatically at checkout based on your cart. Every order of AU$149 or more ships free anywhere in Australia.
5. Orders & Delivery
Q: How long does order processing and delivery take?
A: Orders are processed and dispatched within 1 business day (Mon–Fri). For delivery times by state, see section 4 above.
Q: What delivery methods do you offer?
A: We partner with Australia Post to provide delivery services.
Q: Why can't I track my parcel even though I have a tracking number?
A: No need to worry — tracking updates may take up to 5 business days to activate. For the most accurate status, we recommend checking the tracking system 7 days after receiving your tracking number.
6. Payments & Security
Q: What payment methods do you accept?
A: We accept credit / debit cards.
Q: Are payments secure?
A: Yes. We use SSL encryption and partner with trusted payment gateways. We do not store your card details.
7. Product-related Questions
Q: What if an item is out of stock?
A: Out-of-stock items are labelled as 'Restocking' on the product page. You can subscribe to restock notifications or contact us for estimated availability.
Q: How do I know which flavour or strength to choose?
A: Each product page lists every available flavour, nicotine strength and puff count. If you are unsure, start with a lower-strength option and contact us for advice — we are happy to help you choose.
8. Promotions & Discounts
Q: How do I use a promo code?
A: Enter the code in the 'Promo Code' field at checkout, and the discount will apply automatically. First-time customers can use code FIRST5 for 5% off.
9. Other Questions
Q: What should I do if the website isn't working properly?
A: Try clearing your browser cache or accessing the site from a different device. If issues persist, contact technical support.
Q: How can I contact customer service?
A: Email us at theresilion@gmail.com, use the live chat on our website, or message us on WhatsApp at +852 5509 2464
