"Important Note to Aussie Vapers"
Customer Service Email: info@xvape.co.nz

Level 3 Alert Update:
All Xvape retails store open as normal hour.
Contactless Pick Up In-store available now.


Service Timeframe:
1. Delivery($10): Please ensure you choose "Delivery" as the shipping method
Same-day delivery for orders placed before 3 pm. (For orders within 10 km radius of any Auckland Store), no ETA on the day but we ensure you the order will get delivered before midnight.
2. Shipping: We will process your order through courier post for orders with shipping and free shipping method, ETA depends on the courier company.
Please note orders may get delay due to heavy courier traffic
3. Pick Up(Free): For orders with the in-store pickup method will get prepared and ready within 4 hours.
4.. Australia Orders: Same as usual.

Warranty, Cancellation and Refund  Terms

1. What kinds of warranties does Xvape supply?

We offer 3-month warranty period for starter kits(excluding coils), box mods and batteries; 1-month warranty period for atomizers (excluding coils). The warranty starts from the day you purchase the good. If you receive goods by courier, please do check if there is any damage on good.

Warranty does not cover any physical damage.

2. What do I need to do to claim the warranty?

You can either bring the faulty product back or send by mail.

If you send it back by mail, we will need some details about the order and product such as

1) Defective description:

2) Order number/date:

3) Serial number and warranty code

4) Product name and quantity:

5) Defective Video or pictures:

Note: Video/video links or pictures must be straight to the point and show the problem clearly.
When defects are found, please email us at info@xvape.co.nz as early as possible. We will solve your problem as soon as possible.

3. What do I need to pay attention to when I am using or selling?

Keeping records (serial number) of products;

4. How do I handle the dead on arrival or not as ordered?

If the items received are not the one you ordered or not as described, please take a picture or video of the item you received and contact with us. We will get back to you within 24 hours in business days.

5. When will Xvape give me replacement?

1) Generally, it will take 3-5 working days to contact the manufacturer for warranty process.

2) Sometimes when the replacement is not available, we will need to get it ordered. It will most likely take 7-14 working days.

 

6. Order Cancellation and Refund

Please email info@xvape.co.nz if you need cancel order or get refund for certain order. We are aiming to process refund in same day, but it may take about 3 to 5 days till you get your refund bank to your bank account.

If there are any questions, please email us to info@xvape.co.nz, thank you.

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