Shipping & Returns
Shipping & Delivery Policy
New Zealand
Rest of the world
Shipping Dispatch
- All orders placed before 2 PM NZST on weekdays will be processed and dispatched the same day.
- All orders places after 2 PM NZST on weekends will be processed and dispatched on the next business day.
- All orders placed on New Zealand public holidays will be processed on next business day.
- 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.
- HiVape bears no liability for delay caused by shipping company.
New Zealand Shipping
Age Restrictions
Due to the vaping regulation change to prevent underage vaping, all parcels containing R18 products are now required to be sent with age restriction and require an ID to be sighted upon delivery.
If the ID request is declined, the package will be taken away and shipped back to us (the sender). The customer will then need to contact us to arrange reshipping at your cost.
For this reason, we can't mark the parcel as ATL (authority to leave). If you have missed your delivery, please get in touch with NZPost direct for further assistance regarding your delivery.
Tracking Number
All parcels dispatched by HiVape 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. HiVape will not be liable for any unauthorized changes made on your parcel with your tracking number.
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. HiVape will not be held responsible for any lost, stolen or damages if the parcel is redirected.
Lost or Stolen Parcels
HiVape 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
- If your parcel has been marked as delivered but you have not received it:
- Contact us within 48 hours from the time it has been marked as delivered.
- Please check around your property to ensure that it may not be left out of sight.
- Please allow up to 10 working days from the time that you have contacted as an investigation will be opened with Courier Post.
- 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.
- 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.
- If you wish to dispute any outcome by Courier Post Investigation, please contact them directly.
Invalid shipping address
At some events, HiVape 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. HiVape 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.
International Shipping
Customs and import regulations vary widely between countries. Some of the products we sell via this website could be prohibited for importation into certain countries.
Unfortunately, it’s not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, We endeavour to make note of this on the product detail page. It’s entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. Hivape accept no liability for the refund/replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body.
Likewise, any import duty or tax payable on your order is not our responsibility and is beyond our control. If an order is returned to us by your countries import authorities in resalable condition, we’ll refund you the value of the order less any postage costs incurred to us. We can’t provide a refund until we’ve received the products back. We don’t provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited.
We recommend you contact your local Customs Office for further information on import regulations in your country.
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.
Note: Import regulations for nicotine and vaping products vary by country and may change at any time. It is your sole responsibility to ensure compliance with the laws of your destination country before placing an order. HiVape does not ship vaping products to Australia.
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.
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.
Unfortunately, we cannot accept returns on sale items or gift items.
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.
Different type of vapes have different warranty periods. All products from the date of purchase are not eligible for warranty.
- 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. Please note items purchased on sale are not eligible for return, exchanges or refund, all sale are final.
**PLEASE BE ADVISED THAT WE DO NOT ACCEPT RETURNS ON IN-STORE PURCHASES IN "CHANGE-OF-MIND" SITUATIONS.
