Shopping Online FAQ
Our shipping information can be found here.
Our returns and refund policy can be found here.
I placed an order online, what happens now?
Once your order is received, our fulfilment team will prepare your order ready for dispatch. Following this, you will receive an email confirmation containing the tracking number for your order.
You will receive further email notifications when your order is collected by the courier and when it is out for delivery.
When will I receive my order?
All of our New Zealand orders (excl. Rural addresses) are shipped with NZ Post’s overnight service, and same day dispatch is guaranteed on all orders placed prior to 2.00 pm. This means if you place your order before 2.00 pm, there’s a good chance you’ll receive it the next business day!
For NZ rural addresses, your order will typically arrive within 2-3 business days.
If you’re shopping from Australia, we have a couple of different freight options available! DHL Express is our fastest freight service with orders typically arriving within 2-4 days depending on your location. NZ Post Tracked Economy is a slightly slower service but typically your order should arrive within 5-7 business days.
Once your order leaves our dispatch location it is in the hands of the freight provider and unfortunately, we are unable to guarantee that your package will arrive by the expected date.
How do I track my order?
Once your order has been processed for dispatch, you will receive an email notification containing the tracking number for your shipment.
- For New Zealand customers or Australian customers that have selected the NZ Post Tracked Economy shipping option - track your shipment here.
- For Australian customers that have selected the DHL Express shipping option or for International customers - track your shipment here.
What countries do you ship to?
VAPELAB ships worldwide but please check your local importation laws for nicotine vaping products before placing an order. Shipping times will vary depending on your location.
Do I need to sign for my package upon delivery?
Yes. As of July 1 2021, NZ Post/Courier-Post require all packages containing age-restricted goods to be signed for upon delivery. This helps to ensure that our vaping products are not ending up in the hands of a minor. If you appear to be under the age of 25, you should expect that your courier driver will request to view your ID.
For more information on this please read here.
I received the wrong products with my order - what should I do?
We’re really sorry about this! Unfortunately, sometimes mistakes are made. If we have made a mistake with your order, please get in touch with us here as soon as possible - include your order number and details of the incorrect products in your message. Following this, one of our friendly Support Specialists will be in touch with you to rectify this mistake as quickly as possible!
A product I received is faulty - what should I do?
If possible, please head in-store with your faulty product(s) and order information. Our knowledgeable team will assess your faulty product(s) and provide an appropriate resolution.
If you are unable to head in-store, please get in touch with our friendly Support Specialists here. Please provide a detailed explanation of the fault as well as your order information.
I set up a VAPELAB Rewards account in-store, can I use this online as well?
Absolutely! To activate your VAPELAB Rewards account online, please follow these simple steps;
- Select ‘Create an account’ in the top right-hand corner of our website.
- Enter your name and the email address that was used to register in-store.
- Create a password, and select ‘create’ found at the bottom of the form.
- You should receive an email titled VAPELAB NZ Customer Account Activation, make sure you press ‘Activate your account’ to complete set-up.
If you have any trouble with the above steps, please reach out to our customer support team here.
My account details are incorrect, how can I update them?
If you notice the details on your account are incorrect, please get in touch with our customer support team here to update these for you.
Can I use a part-payment service to pay for my order?
Yes, you can! VAPELAB is partnered with both Humm and Zip providing you with multiple payment options. Simply select your preferred part-payment method at checkout - if you don’t already have an account set up with Humm or Zip, you will need to register before you can place an order.
I don’t have a debit or credit card, can I still place an order online?
Yes! If you don’t have a debit or credit card, you can instead pay using your internet banking. At checkout simply select POLI Internet Banking. Once you click ‘complete order’ you will be redirected to a secure payment screen where you can log in to your internet banking account.
POLI Pay is trusted by some of New Zealand’s biggest brands including Air New Zealand, The Warehouse and 2 Degrees so you can rest assured that your information is secure!
Can I order online for pick up at one of your vape shops?
Absolutely, Click & Collect is available from our 33 Ghuznee Street store. When checking out, simply select ‘Pick up’ as your delivery method and you will receive an email notification once your order is ready for collection (typically within 1 hour).