Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
OUR PRODUCTS
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.
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.
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.
We sell a multitude of puff capacities with our best-selling products being within the 2500-6000 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.
Common purchase queries answered
DELIVERY AND SHIPPING
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.
We 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,
Once you complete a purchase, you will have your order processed within 2-3 business day to pack up- 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 3-4 business days after your order has been handed over.
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.
Common purchase queries answered
SHIPPING SAFETY
All orders at Vapersteven 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.
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.
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.
Common purchase queries answered
PAYMENT AND PROCESSING
At Vapersteven, 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.
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.
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.