(NEW) Shipping and Return Policy


Domestic (NZ) Shipping:

All domestic (NZ) deliveries are made using NZ Post's overnight service and require a signature on delivery.

Shipping Rates: Shipping is charged at a flat rate of $8 for orders under $50. Postage is free for orders over $50.

Delivery times: Our overnight service aims to deliver within one working day. Orders to rural or remote areas may take an additional working day to arrive. Some delays may occur during peak periods.

Same day delivery cut-off: For same day delivery, please place your order before 12pm NZT, excluding weekends and public holidays. We will continue to pack orders until the daily NZ Post courier picks up (usually mid-afternoon). Orders placed after the daily courier picks up will be dispatched the next business day. Once your order has been dispatched, you will receive an email with your tracking details.

Age verification on delivery: All orders include an R18 sticker and require proof of age to be presented to the courier on delivery. Please note that the "Authority to Leave" option is not available and you must be present to receive your package to prevent it being sent to the nearest collection centre. If you are unable to be present for delivery, we recommend that you send it to a work address.

Contact details for delivery queries: If you experience any delivery problems or have any questions about your delivery, CourierPost's Customer Care team is here to help. Please contact them on 0800 COURIER (0800 268 743).



Disposables, prefilled pods and e-liquid: For hygiene reasons, consumables such as disposables, prefilled pods and e-liquid cannot be returned or exchanged once they have been used or opened, unless they are found to be faulty on arrival.

Hardware: All hardware items come with a 90 day warranty unless otherwise stated on the individual product listing. Please note that this warranty does not cover tanks, coils or wicking material. If an item is deemed faulty you will be responsible for the cost of returning the item. We will refund the postage if the item is found to be faulty.

Cancellations and returns: Once you have notified us of your cancellation, any payment taken from your original payment method will be refunded to your account. This refund is subject to the goods being returned and received by us within 14 days of your cancellation notice and being in the same condition as when they were originally dispatched to you.

Returns and warranty contact: For any queries regarding returns, warranty claims or faulty goods, please contact our customer service team at support@urbanvape.co.nz or call +64 27 777 9070. Our returns address is 34 Porana Road, Wairau Valley, Auckland 0627.