FAQ

  • What payment methods do you accept?
  • Why is the website not loading?
  • Can I place an order without creating an account?
  • Can I return or exchange an item?
  • Can I hold items in my cart?
  • How do I return an item?
  • Where is my order confirmation?
  • What currency will I be charged in?
  • Do you sell gift cards?
  • Why has my order been canceled?
  • How do I cancel my order?
  • My order has arrived damaged in transit. What can I do?
  • How Do I use my Discount Code?
  • Can I alter my order?
  • Can I use more than one discount code?
  • When will my order arrive?
  • What happens if I forget to use my discount code?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?
  • How do I receive free shipping?
  • When will my order be shipped?

General

Why is the website not loading?

If you do find yourself having technical difficulties while browsing our website, we suggest to clear your cache, refresh your internet browser, or try an alternate device. If you are still facing technical difficulties, please get in touch with our Customer Service Team via email support@northvapes.com.au

Can I hold items in my cart?

Unfortunately, items cannot be held or reserved in carts as Shopify does not currently allow this feature - mainly for security reasons. This way, spam accounts and bots cannot hold large quantities of items in carts to prohibit other customers from purchasing. Given the circumstances, you are unable to hold items in your cart for an extended period of time. If an item has dropped out of your cart before checking out and has now sold out, we do apologise for any inconvenience this has caused and we appreciate your understanding.

Do you sell gift cards?

We now offer gift cards with the denominations of $10, $25, $50 and $100 to choose from.

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express, Apple Pay and Bank Transfer. We only take payment once you order. For Bank transfer, funds must be cleared before the order is completed. We also accept payment by PayPal. If you decide to use this methods you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

What currency will I be charged in?

We show all of our customers the prices in Australian Dollars and since we are an Australian Based company, we also charge in Australian Dollars.

How Do I use my Discount Code?

Enter your discount code in the ‘discount code’ field at the checkout. Once your discount code is entered, press ‘Apply’. You can only use one discount code per transaction. 

Can I use more than one discount code?

You can only use one discount code per transaction.

What happens if I forget to use my discount code?

Unfortunately, once an order has been placed, we are unable to apply discount codes or gift cards. If you have any further questions, please contact our Customer Service Team via support@northvapes.com.au

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://northvapes.com.au/account/login and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@northvapes.com.au just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product or process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via support@northvapes.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

All Delivery Times Highly Depend On:

  • your location - the further you are from our warehouse in Brisbane, the longer it may take to receive your parcel
  • any other circumstances that may affect delivery times such as a pandemic, natural disasters etc.
  1. Standard Post (Australia Post) Estimated delivery time: 3 - 5 business days.
  2. Express Post (Australia Post - by air) Estimated delivery time: 1 - 3 business days. We cannot send orders that include lithium ion batteries with this service.

What countries do you ship to?

We currently only ship to Australia but we are hoping to expand our reach soon.

How much is shipping?

Postage Costs:

Standard Shipping: $7.99

Express Shipping: $14.99

 

Any order over $100 gets free express delivery (exluding orders with lithium ion batteries)

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

How do I receive free shipping?

Orders over $100 AUD (after discount) will receive free standard shipping, Australia wide.

When will my order be shipped?

We will pack and organize postage of your order within one business day of receiving your payment.

We process orders during the following times:

  • 9am to 2pm AEST on weekdays.
  • excluding weekends and major Australian public holidays.

Returns

Can I return or exchange an item?

Returns

We will happily accept a return and exchange a product if it meets our warranty terms and is found to be defective.

More information at https://northvapes.com.au/policies/refund-policy

How do I return an item?

Before applying for a return, please contact us at support@northvapes.com.au and let us know of the product issue. We may be able to solve the problem quickly. If not, we will ask that you return the product to us for further inspection.

Please do not skip this step. From our experience, there is a relatively quick fix for many issues.

If we agree that it needs to be returned we will let you know the steps required from there.

My order has arrived damaged in transit. What can I do?

If you receive products that have been damaged in transit, please take photos and contact us as soon as possible upon your order’s arrival. We may be able to replace the damaged products depending on our stock availability.

Contact us at support@northvapes.com.au