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Online Ordering FAQ

Where is my order?

You can always check the progress of your order by logging into your account and checking on your orders.

You will receive a shipping confirmation email once the parcel has been dispatched. Our dispatch emails can sometimes end up in the spam/junk folder please make sure to check these folders.

If there is no tracking link available in your email, please contact our friendly customer service team and they will track it down for you!


How do I track my order?

We use NZ Post to deliver parcels around New Zealand. Paste your tracking code here, to track your order.

We always use the overnight service for all orders but the time frames are not guaranteed by NZ Post. They may be delays with delivery during busy period of the year such as during lockdowns, public holidays, Christmas etc. Unfortunately, these delays are out of our control.

Please check for NZ Post delay updates here.

 

Why has my order not been dispatched yet?

We are so sorry for the wait, we aim to dispatch orders within 24 hours, and 48 hours during busy periods such as lockdowns, public holidays, and Christmas. Please contact our friendly customer service agents if it has been over 48 hours since you have placed your order. 


How do I update my subscription?

Please log into your account and go to 'My Subscriptions' to update your subscription details. If you are unable to see this section it means your account has not been set up completely. If this is the case, please contact our friendly customer service team and they will assist you.

 

Please note, changes cannot be made on the date of your subscription order date as your order has already been processed. Make sure to make changes before your next subscription order date.

 

I have received the incorrect products, what do I do?

Oops! Mistakes can happen, and we are sorry for this! Please get in contact with us here with a photo of the product you received, order reference number, and email address that was used to place the order. Our friendly customer service agent will get back to you ASAP to advise you of the next steps.


Why can’t I log in to my account?

You are welcome to reset your password on our login page here. Please note, the reset password email may end up in your spam or junk mail box, so make sure to check!

If you are still having issues, please contact our friendly customer service agents and they will look into this for you.


How can I update my account details?

You can do this by logging into your account and updating your details through your account portal.


My address is wrong on the order, how can I change this?

If your order has already been dispatch, to have it quickly re-directed you can sometimes do it through your tracking link or by contacting NZ Post here

If the parcel has not been dispatched, get in touch with our friendly customer service agents. We will try our best to intercept your order before dispatch in our warehouse and have the addressed changed. This cannot be guaranteed as our warehouse handles many orders a day and it can be difficult finding your order.


There is something wrong with my product, who do I speak to about this?

If this has been purchased from a store please go back with your purchase information, they can replace this for you and get a replacement or credit from their VAPO/ALT Representative.

If it was purchased online please get in touch with our friendly customer service agents with the following information:

  • Order reference number or email used to place the order
  • Batch number from the pod or packaging
  • Flavour
  • Nicotine strength
  • Description of the issues (you can send a photo or video also)