CUSTOMER SERVICE – VAPEPIE AUSTRALIA

Welcome to VAPEPIE Customer Service.

Here you will find information about customer support, shipment enquiries, returns, refunds and privacy.

🌐 Website: www.vapepieaushop.com
📧 Email: [email protected]
📱 WhatsApp: +86 16769925882

⚠️ Australian Supply Requirements

Q: Does being over 18 automatically allow me to purchase vaping products?

No. Age verification alone does not establish eligibility to purchase vaping products in Australia.

Vaping products, including nicotine-free vapes, may only be supplied through legally permitted pharmacy channels and subject to applicable requirements.

A website, Australian warehouse or payment facility does not establish that a supplier is authorised.

🚚 Shipping and Tracking Enquiries

Q: How can I check an existing shipment?

If you have received a dispatch confirmation, use the tracking number provided to check the carrier’s website.

If you need assistance locating your tracking details, contact us with your order reference.

Q: How long will delivery take?

Orders are dispatched from our Australian warehouse. Estimated delivery is 5–8 days after dispatch.

Delivery times may vary depending on the destination, carrier, public holidays and operational conditions.

Q: My tracking information has not updated. What should I do?

Tracking information may take 24 to 48 hours to appear after a shipping label is created. A label being created does not necessarily mean the carrier has received the parcel.

If tracking remains unchanged beyond the expected timeframe, please contact us:

📧 [email protected]
📱 WhatsApp: +86 16769925882

Please include your order reference and tracking number, if available.

💳 Payment Enquiries

Q: Who should I contact about a payment problem?

For an existing transaction, contact our customer support team with:

Your order reference;
The transaction date;
The payment method used;
A brief description of the issue.

Please do not send your full card number, card security code, account password or one-time authentication code by email or WhatsApp.

Q: How can I check the status of a refund?

Once a refund has been issued, your bank or payment provider may require additional processing time before the funds appear in your account.

🔄 Changes, Cancellations and Returns

Q: Can I request a change or cancellation?

Please contact us as soon as possible regarding an existing order.

Whether a change or voluntary cancellation can be processed depends on its fulfilment status. If a shipment has already been dispatched, it may not be possible to intercept it.

This does not limit any cancellation, refund or other remedy available under applicable law.

Q: What should I do if an item is missing or incorrect?

Please contact us with:

Your order number or other proof of purchase;
A description of the issue;
Photos of the received items, packaging and shipping label, where reasonably available.

We will investigate and explain the available resolution.

Q: What if an item is damaged or faulty?

The 48-hour period is not a deadline for exercising your statutory consumer rights.

Do not use a product that appears unsafe. Do not post damaged batteries or leaking products without first obtaining appropriate handling instructions.

Q: What are the return conditions?

Please refer to our Returns and Refunds Policy.

Our voluntary change-of-mind return period is 30 days from receipt, subject to the conditions in that policy.

Hygiene and safety restrictions may apply to voluntary returns of opened, unsealed, activated or used products.

These restrictions do not exclude your rights under the Australian Consumer Law where a product is faulty, unsafe or otherwise fails to meet a consumer guarantee.

Q: Where should I send a return?

Contact us before sending anything back so that we can provide the designated return address and appropriate instructions.

Please do not send products to an unconfirmed warehouse or business address.

🔒 Privacy and Security

Q: How is my personal information handled?

Please refer to our Privacy Policy for details about the information we collect, its uses, service providers, overseas disclosures and your available rights.

Relevant information may be used to:

Respond to customer enquiries;
Manage existing transactions;
Investigate delivery or product issues;
Process eligible returns and refunds;
Prevent fraud;
Meet applicable legal obligations.

We do not sell, rent or trade your personal information.

Q: How can I request access to or correction of my information?

Email [email protected] with your request.

We may need to verify your identity before providing access or making changes. Please do not send identity documents unless we have explained why they are required and how to submit them securely.

⚠️ Product Safety

Nicotine is highly addictive.

Keep vaping products, liquids and batteries out of the reach of children and pets.

Follow applicable product safety instructions and advice from a qualified healthcare professional.

Age restrictions do not replace Australian legal supply requirements.

📩 Contact

For enquiries about an existing transaction, shipment, return, refund or privacy matter, contact: