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Free NZ shipping for orders over $50
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Labour Day shipping: Orders received after NZ time 8am Friday 22 Oct will ship Tuesday 26 Oct

FAQ

Order cut-off time is around 10am New Zealand time for your order to usually be dispatched from our warehouse the same business day. Orders received after this time will usually ship the next business day. Please note however we cannot guarantee your order will be shipped the same day even if you order before 10am.

For New Zealand customers delivery is via Courier Post. Their target is overnight business day delivery to main centres. Please allow extra days for delivery outside main centres. The parcel also has an R18 sticker on it which means the person signing for it needs to be over 18 years of age.

For Australian customers delivery is via DHL Express. Their target is three business days delivery to main centres. However with the current high demand for online shopping delivery services there is often additional delays with DHL processing, particularly around weekends and public holidays. Please also allow extra days for delivery outside main centres.

For other international customers delivery is also via DHL Express. Delivery times will vary depending on where you live. Contact us at support@premiumvape.co.nz for a delivery time estimate for your order.

Premium Vape uses signature required courier services for all orders. If you are not at the address to receive the parcel when delivery is attempted this will cause additional delays.

Please note that while we will do our very best to dispatch the orders within the usual timeframes information around delivery times are estimates only and delays do happen. Premium Vape will not be liable for any loss, expense or other damage caused by any delay in delivery.

You can easily track the whereabouts of your order online, as every Premium Vape package is delivered with a tracked courier.

The easiest option is to click on the link in the email you received from us when your order was dispatched.

Alternatively, for New Zealand deliveries, you can track your order via Courier Post/NZ Post. Simply enter the tracking number provided on your order here: https://www.nzpost.co.nz/tools/tracking You can locate your tracking number within the confirmation email from your order.

 For any order delivered outside New Zealand, you can track your order via DHL. Enter your tracking number here: http://www.logistics.dhl/nz-en/home/tracking.html You can locate your tracking number within the confirmation email from your order.

Premium Vape sends all parcels via signature required courier services.

New Zealand orders are sent via Courier Post. New Zealand parcels also have an R18 sticker on them which means the person signing for the parcel needs to be over 18 years of age. Authority to leave is not available so please set your delivery address to work or somewhere you can sign for it during business hours otherwise it may be re-directed to the courier depot.

International orders are sent via DHL Express. DHL will send you an SMS (please include your mobile number on your order) with instructions or authorising an Authority To Leave or re-direction to a different address. 

What is Authority To Leave/contact-less delivery?

DHL may offer you the option (via SMS or email) of bypassing the signature requirement on delivery meaning the courier will leave the parcel in a safe place on your property. If you authorise DHL to leave the parcel unattended YOU ARE SOLELY RESPONSIBLE for any loss or theft of the parcel. Please do not authorise DHL to leave the parcel then contact us if it goes missing as we will be unable to assist. Please see the additional FAQ section about Authority to Leave for more information.

Premium Vape sends all parcels via signature required courier services.

New Zealand orders

New Zealand orders are sent via Courier Post. New Zealand parcels also have an R18 sticker on them which means the person signing for the parcel needs to be over 18 years of age. Authority to leave is not available for R18 deliveries so please set your delivery address to work or somewhere you can sign for it during business hours otherwise it may be re-directed to the courier depot.

International orders

International orders are sent via DHL Express. DHL will send you an SMS (please include your mobile number on your order) with delivery details which may include giving you the option to authorise an Authority To Leave (ATL) or re-direction to a different address. 

You might decide to complete an ATL form if you’re unable to sign for your parcel because you know you won’t be at the address if the courier tries to redeliver it.

We strongly recommend that you organise delivery to an address where you will be during the day so the courier can deliver your order directly to you.

If you choose to complete an ATL this it’s really important there’s a safe place the parcel can be left. By giving authority for the courier to sign for and leave your parcel, you acknowledge that Premium Vape will not be liable in any way for any loss or damage to the parcel.

If you complete an Authority to Leave (ATL) form

By giving authority for the courier to sign for and leave your parcel, you acknowledge that Premium Vape will not be liable in any way for any loss or damage to the parcel.

To be clear, if you complete an Authority to Leave:

  1. Neither Premium Vape nor the courier company is liable for any loss or damage to the parcel.
  2. You are also releasing the courier company from providing the usual GPS tracking services provided for signature required deliveries. This means we cannot get proof of delivery for ATL parcels. We are not able to query delivery if the courier has signed for it as being delivered.
  3. Premium Vape strongly recommends that you organise delivery to an address where you will be during the day so the courier can deliver your order directly to you. We do NOT recommend ATL deliveries.

We currently deliver to New Zealand, Australia, Brazil, Canada, Chile, China, Czech Republic, Germany, Hong Kong, Indonesia, Israel, Japan, Malaysia, Philippines, South Africa, Vanuatu, UAE/Dubai and United Kingdom/Britain.

If your country is not on the list above please contact us at support@premiumvape.co.nz to see if we can ship to you.

We cannot ship to the United States.

We recommend customers outside New Zealand visit our international website: https://premiumvapeaustralia.com.au

Please note IT IS YOUR RESPONSIBILITY AS THE IMPORTER TO CHECK IT IS LEGAL TO IMPORT THE PRODUCTS YOU ORDER. NO REFUNDS WILL BE ISSUED IF YOUR PACKAGE IS SEIZED BY LOCAL CUSTOMS AT YOUR BORDER.

If you live in Australia you may be required by Australian Border Control to produce a doctors prescription in order to meet Australia’s nicotine importation for personal use regulations. Please ensure you have a prescription before ordering (see our FAQ on this for more information).

The information provided here cannot in any way be considered as binding legal advice. You are responsible for ensuring you research and meet any regulations for where you live before importing our products.

Yes, if you live in Australia, you need a doctor’s prescription to access vape products (including e-liquid and pods) containing nicotine.

From 1 October 2021, all nicotine vaping products (including nicotine e-cigarettes, nicotine pods and nicotine e-liquid) will be classed as prescription only medicine. It is important that you are aware of, and meet the requirements for legally importing vape products into Australia following this change.

For more information please see our Australian Prescriptions page.

The minimum order spend to get free shipping depends on where you live.

If you are a New Zealand customer delivery is free for orders over $50. Orders are sent via Courier Post.

If you are an Australian customer delivery is free for orders over NZD $100. Orders are sent via DHL Express.

For other international customers delivery is free for orders over NZD $150 to NZD $300, depending on where you live. When you place an order, have a look at the shipping details in the cart which says what the minimum spend is (or it will say shipping is free if you have already reached the minimum spend). You can also contact us at support@premiumvape.co.nz if you’re not sure.

Our system automatically limits orders to $1,000 as this reduces the likelihood of international customers needing to pay additional customs, tax and duty fees.

Please be aware that you will need to make sure you are meeting any regulations regarding the importation of nicotine e-cigarette products where you live before purchasing or importing our products.

Legally vaping products are only for use by adults over 18 years of age. Premium Vape takes this seriously and uses third party provider Cloudcheck for age verification.

You only need to do this once for your account. The first time you go to pay for an order you will be directed to Cloudcheck for age verification. A number of different ID options can be used including your New Zealand or Australian Driver’s Licence or Passport. You can choose from a dropdown list.

It’s important to note that Cloudcheck is a third party provider. Premium Vape does NOT see or store any information you provide during the Cloudcheck age verification process, we can only see if your account has been age verified or not. Once completed your Premium Vape account will show as age verified and you will not need to repeat the process for any future orders.

Note: Cloudcheck do not pass on your details during the verification process, they are only checked against a government database to verify age.

If you have any further questions please get in touch with our customer support team. Thank you for taking the time to age verify in support of the 18+ regulations.

No. Premium Vape uses third party provider Cloudcheck for age verification only. Premium Vape does NOT see or store any information you provide during the Cloudcheck age verification process, we can only see if your account has been age verified or not. You only need to do this once on your account (when you place your first order).

Note: Cloudcheck do not pass on your details during the verification process, they are only checked against a government database to verify age.

If you have any further questions please get in touch with our customer support team. Thank you for taking the time to age verify in support of the 18+ regulations.

Premium Vape uses third party provider Cloudcheck for age verification. We can only see if your account has been age verified or if it has not been accepted. We cannot see what you have entered or why it is not working.

However if your ID is not being accepted it is usually something really simple, most often that one detail (usually the name) does not match what is on your ID. You need to enter everything exactly as it is on your ID.

For example if your legal name (what is shown on your ID) is JONATHAN but you go by JONNY you need to enter JONATHAN (not JONNY). Enter your name exactly as it is shown on your ID.

Another example is if your ID includes your middle name or the first letter of your middle name, you will need to enter that. So if your ID says JOHN B DOE but you enter only JOHN DOE it will not work. Enter your name exactly as it is shown on your ID. The same goes for all the other details.

You only need to go through this process once on your account (when you place your first order).

If you’re still having problems please get in touch with our customer support team. Thank you for taking the time to age verify in support of the 18+ regulations.

No, Premium Vape is a fully independent importer and retailer and are in no way affiliated with or endorsed by any manufacturer of vape products. This allows us the independence to offer premium products to our customers.

Premium Vape cover all product warranties in house.

You can read our Returns Policy here.

If you have an issue with a device or product you have purchased from us please get in touch.

At Premium Vape we do not sell fakes. We stock many top brands of genuine vape devices, pods and liquids from the best manufacturers around the world. Some products we sell are “compatible” with other products and other manufacturers -these products are not in anyway affiliated with or endorsed by the original manufacturer and are clearly labelled as a compatible product rather than genuine.

If this is your first time visiting Premium Vape, you’ve probably noticed that pod vaping systems comprise the majority of what we sell here. The reason for that is simple. Pod systems are so good that, especially if you’re new to vaping, there’s little reason for you to buy anything other than a pod system as your first device.

Here’s why.

  • Pod systems are easy to use. In fact, they’re probably the simplest of all rechargeable vaping devices. When the device decreases greatly in vapour production or stops working entirely, it’s time to charge the battery. When the pod is empty, replace it. To vape, just puff. When you’re trying to switch from smoking to vaping, you need the process to be as simple as it can possibly be. That’s the experience a pod system gives you.
  • Pod systems are the most modern small vaping devices. They’re designed to produce some of the biggest and most satisfying vapour clouds that you can possibly get from something barely larger than a cigarette. Many of them also have advanced features like automatic temperature limiting, which helps to prevent the harsh “dry hits” that can occur if you vape with an empty pod.
  • Pod systems are as satisfying as cigarettes. That’s because they use high-strength nicotine salt e-liquid, which delivers about the same nicotine per puff that you’d get when smoking a cigarette. The older cigarette-shaped vaping devices, on the other hand, generally use lower-strength e-liquid and aren’t nearly as satisfying as pod systems.

If you’d like to learn more about pod vaping systems check out our Vaping Info pages packed with useful articles or reach out to our support team with any questions you may have.

Caring for a pod system is easy. Just follow these four steps to keep your device working its best.

  • Charge your pod system only with your computer and only with the manufacturer-supplied dock or cable. The batteries in vaping devices are sensitive, and they’re not tested to withstand the harsh treatment that a device like a smartphone often receives. Smartphone batteries can handle high-speed charging, but most vaping devices can’t. To ensure that your vaping device receives the correct charging current, charge it with your computer. Don’t attempt to charge a vaping device with the wall adapter for your mobile phone or tablet.
  • Inhale gently when you vape. Vaping feels very similar to smoking, but the airflow characteristics of a vaping device are very different from those of a cigarette. If you puff as firmly on your vaping device as you would puff on a cigarette, you’ll draw e-liquid from the pod’s reservoir into its centre air tube. If that happens, the e-liquid will either end up in your mouth, or it’ll leak out of the pod’s bottom air vents. When you vape, use only the amount of air pressure necessary to make your device’s indicator light turn on. To get a bigger vapour cloud, don’t puff harder – puff more deeply.
  • Dry the battery promptly if e-liquid leaks from the pod. A pod vaping system usually has spring-loaded pins that create an electrical connection by touching metal plates on the bottom of the pod. If e-liquid leaks from the pod, it’s possible for the e-liquid to travel down the pins and damage the device’s electronic components. If you see a pool of e-liquid when removing the pod from your device, remove the e-liquid promptly with a cotton swab to minimize the chance of damage.
  • Store pods in a cool, dark place. A vape pod isn’t a sealed environment because air needs to travel through it. Heat and high altitudes may cause vape pods to leak. In addition, direct sunlight can cause the quality of the e-liquid in the pods to degrade.

If you’d like to learn more about pod vaping systems check out our Vaping Info pages packed with useful articles or reach out to our support team with any questions you may have.

Here are some important tips along with stuff you have to know so you can be sure you are using your vape device’s batteries correctly. Batteries in vape devices, like your smart phone or tablet batteries, are safe as long as they are used and charged correctly.

Whether your vape device uses removable batteries or has a built-in battery it’s very important that you are super careful not put your vape batteries under unnecessary stress as this may cause the battery to overheat or even explode – this is rare but it can happen so be careful!

Now for the Do and Don’t List …

DO

  • Read your instructions carefully
  • Read and make sure you understand the manufacturer’s recommendations for the use and care of your device
  • If your vape device did not come with instructions or you have questions, contact us at support@premiumvape.co.nz
  • Always use the correct charger
  • Again, always use the correct charger
  • Always follow manufacturer’s instructions
  • Always keep your device, e-liquids, batteries, charger and parts and AWAY from pets and children
  • Always charge your vape device on a flat, hard and clean surface and make sure it is well away from anything that can catch fire
  • Keep a close eye on your vape device when charging and never leave unattended when charging.

DON’T

  • Never use a wet or damaged battery – if your batteries get wet or are damaged replace before use
  • If your vape device doesn’t have replaceable batteries and it gets damaged, contact us at support@premiumvape.co.nz
  • Always check for any signs of visible damage, this includes checking the outer insulation jacket
  • If the insulation jacket is damaged do not use the battery
  • Never remove the insulation jacket on the battery
  • Don’t expose your device to extreme temperatures
  • Don’t leave your vape device in direct sunlight or in freezing cold temperatures as this may damage it
  • Never keep your vape in your car as it gets REAL hot in there
  • Never use the wrong charger to charge your vape device
  • Never use a phone or tablet charger to charge your vape device
  • Keep a close eye on your vape device when charging and never leave unattended when charging
  • Never charge the vape device overnight as if it catches fire your house may burn down with you in it.
  • Never remove or disable safety features.

DON’T USE THE WRONG BATTERY

  • Only ever use the correct batteries recommended for your device
  • Never use batteries with different capacity (mAh ) ratings
  • Don’t mix and match different battery brands
  • If you are replacing multiple batteries in your vape device be sure to replace all of them
  • Don’t use batteries if they are at different charge levels
  • Don’t use new batteries and old batteries together in the same device
  • And again, always use the battery specifically designed and rated for your device
  • Don’t keep batteries loose in your pocket
  • Always keep loose batteries in a protective case so they can’t contact with metal objects such as coins, keys, or other metals
  • Never install batteries backwards – check the manufacturer’s markings for the correct battery polarity
  • Incorrect battery charging of installation is a fire hazard and may cause personal injury or death.

A small amount of leaking from your vape pods of any brand sometimes happens during use but by following these drawing tips it should stop during normal use. A pod that is leaking a little can still be used, just be sure to wipe off any leaked liquid before you insert it back into your vape device. Leaking may be caused by liquid being pulled up into the air path. Some common causes:

  • Don’t squeeze the wide sides of the pod when inserting into the vape device. When clicking the mouthpiece into place grip the hard outer sides.

  • Don’t bite or squeeze as you puff on the pod, your mouth should be relaxed on the mouthpiece. 

  • Hard puffing on the mouthpiece, try a more gently approach.