Frequently Asked Questions

Buying a vape can be surprisingly confusing. How can you make the whole process a little bit easier on yourself? Here are some of our most frequently asked questions so you always know what you are dealing with. If you cannot find an answer to your question, do not hesitate to Contact Us today.

 

Our Products

What kind of vapes do you sell at iGet Vape?

We sell numerous different vape types. Our primary product is Australia’s famous iGet Vape brand. However, we also currently sell a mixture of other big-name brands. This includes Gunnpod vapes, HQD vapes, PuffBar vapes and other popular brands. Check out our stock and see what we have available – we regularly bring new products to market, too, so check back again regularly to see our latest wares.

 

How old do I need to be to buy an iGet Vape?

We are strictly limited to selling our products to aged 18+. If requested you may need to provide us with proof of age, otherwise we won’t be able to complete your order. We regularly ban IP addresses and cancel orders for those who are suspected of being underage that cannot provide evidence otherwise.

What happens if I'm found making a unauthorized or illegitimate purchase? 

At iGetOz, we take every possible step to minimize the risk of fraudulent purchases. To do this, we employ several avenues of fraud detection. If an order is proven to be made using false details, we will work hard to report the offender and cooperate with any further inquiries that are made.

 

How long does an iGet Vape last for?

We sell a multitude of puff capacities with our best-selling products being within the 2500-4500 puff range. There are a number of deciding factors that influence how long your vape might last. For the larger puff capacities, some users report that certain vapes can last as much as a week or more but this depends on how often you choose to use it.

 

Deliveries and Shipping

I have changed my mind – can I cancel my order?

If you’ve made payment and your order has not yet been shipped, then we can cancel it for you without any issue. Once an order has been shipped though, we cannot cancel your order until you’ve received it and returned it to us.

 

Do you ship internationally?

iGetOz can ship orders internationally after reviewing the order. No matter where you are, we can get you top-quality vapes. While we used to fulfill all international orders, due to issues out of our control, we have currently suspended automatic approval of international orders with some exceptions. International orders may be processed on a case to case basis with varying factors. To see if you are eligible for international shipping, please Contact Us.

 

When will my order be shipped?

Once you complete a purchase with iGet Oz, you will have your order processed within 1 business day - from when payment is received. Once your order has been processed, it will be handed over to our delivery partner who will lodge it with the carrier. The carrier may take a short duration to progress your order to the transit stage, but this will generally occur within 1-2 business days after your order has been handed over.

 

Can I track my order?

The carrier will send the tracking number to you via email so you can easily follow where your delivery is at the moment in time. Once you receive the email, you may notice a ‘pending’ status. This does not mean that your order hasn’t been shipped. It just means that your order has yet to be scanned by the carrier, but in no way affects the speed of delivery. In most cases, the tracking information will be updated and shown within 2 business days of your order being posted.
- Please note that the 24-hour processing timeframe only applies to business days. Unfortunately, we are unable to dispatch orders on weekends.

 

How long will delivery take?

Delivery times are dynamic and vary depending on where you are based. Once you’ve received your tracking information and it has been scanned by the carrier, you will be able to enter your postcode on the carriers website for a more precise delivery timeframe. Orders are always shipped from the nearest fulfilment center that has the items in your order stocked. The main locations are located within NSW, VIC and the ACT. The cities we ship from are typically Sydney, Melbourne and Canberra. Some circumstances may also see your order shipping from cities in SA, QLD and WA and are generally Adelaide, Brisbane and Perth. Unfortunately, we cannot guarantee which location your order will be dispatched from and the sender will vary depending on stock availability.

To get a better estimation of delivery timeframes, as well as to view current delays and more information, please view the Australia Post domestic delivery times.

Shipping safety

Will my delivery be safe?

All orders at iGet Oz are covered throughout the entirety of their journey. Once your order has been processed, you'll receive an email, either from us or the carrier with the tracking information. Once your order has been finalised for dispatch, the carrier will generally update its status straight away.

While your order is on its way, it will pass through several facilities and stages. These will generally be updated by the carrier and reflected onto your tracking information but are dependent on scans performed.

If for whatever reason, your order is damaged or experiences abnormal delays, we will investigate and identify the issue. Once the issue has been found, if your order is unlikely to reach you, we'll send out a replacement - free of charge.

 

What is shipping protection?

Shipping protection is an optional service you may purchase for your delivery. It is charged at a rate of 8% of the order value (before discounts are applied). Shipping protection is an additional assurance that your order will be covered for any issues that arise and provides a fast-track to order replacement. If your order includes this optional extra and and issue is identified, a replacement will be sent out without the requirement of a full investigation. Then, if your original order does turn up, you will get to keep both the original order and the replacement order - at no extra cost.

 

How do I disable shipping protection?

Shipping protection is easily disabled by toggling the green switch located under the "Check Out" button. Please note that if you choose to disable shipping protection, you agree that you are prepared to wait the period of time required for us to make inquiries with the carrier regarding the issues pertaining to your order. Although all orders are covered regardless of whether or not shipping protection is enabled, shipping protection offers the fastest possible resolution, in the unlikelihood that a problem occurs.

 

Returns 

I want to return an item – how can I do this?

If you want to process a return, please note we will only do so for defective products. If you have received a faulty product, contact us and we will be happy to take a look at your issue. To assist us in finding a resolution for you as quickly as possible, please ensure that you have prepared photos/videos of the issue, as well as a photo of the verification code located on the back of the box. Depending on the circumstances of your request, we may require the product to be sent back. The more information you are able to provide to us, the quicker we’ll be able to process your return and compensate you for the issue. The things we might request from you are primarily for the purpose of research purposes. We work closely with our manufacturers and suppliers to minimize the potential of similar issues occurring again. Please note, returns are only eligible for up to 14 days after you've received your order.

 

How will my refund take?

If you have been approved for a refund from iGet Oz, then you will be provided with your refund within three to five working days.  Depending on the refund method, we may require further verification of your account. Please contact us if you have any further questions or issues with your refund, we will always be happy to assist.

 

Payments and Processing

What kind of payment methods can I use?

At iGet Oz, we currently accept a number of payment methods such as bank transfer and PayID payments to our ABN. Card payments are currently being finalised for integration and we have also been in discussion with BNPL (Buy Now Pay Later) providers such as AfterPay and ZipPay and these are hoping to be finalised soon.
All payment details and instructions will be displayed on the final stage of checkout and to avoid delays, please ensure you read them thoroughly before finalising your transfer.
If you have any issues with your payment method, do not hesitate to let us know.

 

Do you charge any sales taxes?

All of our sales are charged the required amount of tax. If you wish to inquire more on the relevant duties, please contact us for more information.

 

Do I pay taxes if I order to another country?

This often comes down to the customs of your own country. You should check with your own government customs to find out what their policy would be – we cannot say for certain if you will have to pay taxes for imported goods from Australia.

 

Security and Safety

Is my information safe on iGet Oz?

Yes, all information that we have for client reference purposes is kept on our SSL-secured servers. Your information is secure when using our platform.