Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

Do you ship to my country? How are shipping rated calculated? 

We provide shipping to both domestic (New Zealand) and international. 

What are delivery methods you provide for online orders and what are costs? 

We provide a Click-and-Collect service for you to collect your orders at any of our retail stores AND delivery services on online services.


Free of charge

Domestic (New Zealand) Shipping:

All New Zealand orders over $50 qualify for free shipping*.

Any order under $50 is subject to a $5 flat shipping fee*.

* There may be additional shipping charges for rural deliveries.

International (Australia only) Shipping

We charge shipping fees on Australian orders based on weights as follows:

0 – 999 g: $25

1 – 1.99 kg: $30

2 – 2.99 kg: $50

Over 3 kg: $60

What are delivery methods you provide for online orders and what are costs? 

Typically, orders are processed and shipped within 1-2 business days.

We aim to process all orders as soon as possible and that normally we process and ship orders on the same day if placed before 12:30 p.m. (NZT).

Orders placed after 12:30 p.m. (NZT) will be processed and shipped on the next working day (excluding weekends and New Zealand public holidays). You will receive tracking information via email once your order ships.

How long does shipping take? When will I receive my order?

We send all shipments via NZ Post (EMS) with tracking and signature.

Domestic (New Zealand) Shipping

We always use NZ Post’s overnight service with tracking and signature for all orders, but the time frames are not guaranteed and that there may be some delay with delivery during busy periods.

Please check for NZ Post delay updates here.

Please expect around 1 – 5 working days.

International (including Australia) Shipping

We always use NZ Post’s EMS service with tracking and signature for all orders, but the time frames are not guaranteed and that there may be some delay with delivery during busy periods.

Please expect around 3 – 10 working days.

My order has been dispatched. Can I track it? 

Yes. Once you receive our email with tracking information, using the allocated tracking number/s of your order, you will be able to your shipment/s from NZ Post’s tracking tool ( or at 

Can I change or cancel my order? 

We can only change or cancel your order before it has been processed and shipped.

Due to the rapid processing of our orders, there is a small window of opportunity to cancel or change orders.

Please call us on (09) 303 2777 as soon as you require to cancel or make an adjustment. 

What forms of payment are accepted? 

You can shop using the following payment methods:

 • All major credit & debit cards

 • Laybuy (BNPL)

Currently, we are only accepting bank transfer temporarily for international orders.

For international orders, please contact OR Tidio chatting.

I am from Australia. What do I need to know before placing my order? 

Things to know before purchasing TOBACCO products (e.g. IQOS products)

Most tobacco products are ‘prohibited imports’ in Australia. These include cigarettes, molasses tobacco, heat-not-burn products, and loose-leaf tobacco.

To purchase tobacco products, you must provide us with a copy of your tobacco import permit issued by the Australian Border Force (ABF). If you do not have a current valid tobacco import permit, you will need to obtain one before we can ship your order. We are happy to hold your order for, up to 30 days before automatic cancellation/refund takes place.

Information on obtaining a permit to import prohibited tobacco can be found at ABF website.

As a buyer, you must pay the applicable custom duty and taxes (approximately $120 - $125 per carton) on all imported tobacco at the time of importation in order to receive your order. If you do not pay the duty and tax within 30 days of the invoice date, the goods will be treated as abandoned and destroyed (ABF will not return tobacco or tobacco products to the sender).

Things to know before purchasing VAPE products (including ejuices, pre-filled pods, and disposable vape devices)

From 01 October 2021, consumers must present a valid prescription from an Australian medical practitioner for all purchases of nicotine vaping products, such as nicotine e-cigarettes, nicotine pods and liquid nicotine. This includes products dispensed in Australia and products imported directly by the patient from overseas.

For details on AU shipping click here.

Warranty/Return Policy

E-cigarette and vape products/items are made up of different parts and are therefore subject to different warranties.


• E-cigarette kits and devices (that use external batteries) have a 3-month warranty starting from the date of purchase. However, longer manufacturer warranties may apply to certain products/items, including IOQS (from Philip Morris New Zealand) and VUSE (from British American Tobacco New Zealand).

 • Disposable e-cigarette products/items, clearomisers, atomisers (also known as coils or heads), pods, and tanks, are consumable items and are not covered under warranty. However, if they are deemed to be Dead on Arrival (faulty on receipt), we may replace them at our discretion.

 • E-liquids are consumable items and are not covered under warranty. The only exception to this rule is if there is a manufacturing fault, in which case we will replace them.

 • Batteries and Mods have a limited lifespan that is determined by usage. They are guaranteed for 30 days from the date of purchase. This warranty is void if the unit has been damaged due to misuse and/or tampering.

 • Chargers, charging cases, leads, and wall adapters (only for products/items sold separately, not for bundled products/items) are warranted for 3 months from the date of purchase. If an item has an electrical fault, including but not limited to failure to charge, we will replace it. We reserve the right to change our warranty terms without notice. We also reserve the right to refuse any item returned to us that does not meet our stated requirements.

We reserve the right to change our warranty terms without notice. We also reserve the right to refuse any item returned to us that does not meet our stated requirements.

Warranty Exceptions

All warranties outlined above will not be applicable for:

 • Normal wear and tear;

 • Intentional damage, abnormal storage or working conditions, accidents, negligence by you or by any third party;

 • Failure by you to operate or use the products/items in accordance with instructions;

 • Failure by you to carry out normal maintenance of the products/items, including regular cleaning of components and connectors;

 • Any alteration or repair by you or any third party other than our authorised repairers;

 • or Any specification provided by you.

This does not affect your legal rights in respect of products/items which are defective or do not conform to the description.

Defective or Damaged Products/Items

In the unlikely event that any product/item is defective, damaged, not as described or an item is missing from your order, you must notify us within 48 hours of receipt of the products/items. Any claims made after this period will not be accepted. Please do not dispose of any products/items before reporting the problem as we may require batch numbers, photographic evidence and/or request that the products/items is returned to us.

On receipt of defective products/items, we will test and inspect the products/items. If the product/item is found to be defective, we will offer you a refund or replacement within 7 days of purchase. All refunds will be processed using the same payment method used to place the order. If the products/items is no longer available, we will issue a refund, including postage fees, or an exchange for an alternative product/item of your choice.

If the products/items are deemed not to be defective or the damage is due to misuse, accidental damage or wear and tear, we will not issue a replacement or raise a credit and you will be responsible for all costs incurred in returning the item to us.

We may ask you further questions either before or during the returns process or give you advice on products/items use to reduce any unnecessary returns. Please assist our staff by providing as much information as possible about the reported defect.

Returns & Refunds

Please contact us before returning any products/items by post. Any unsolicited or unauthorised returns may be discarded.

Also, please make sure that the products/items you are returning are placed in their original retail box with all accessories.

We are not responsible for items that get lost or damaged in transit. We recommend that you send returns by recorded delivery, fully insured for the full value of products/items, to ensure that the correct postage is paid. You have a duty to take reasonable care of the products/items while they are in your possession.

Returns must be received within 10 working days of contacting us. If an item is not returned within this time frame, we may not be able to accept it.

Once we have received the returned item, we will fully inspect it to verify the fault. Please allow up to 7 days for the products/items to be inspected and a replacement or credit issued.

Please ensure all returned products/items are securely packaged and sent to the address below along with the completed customer return form.


34 Porana Road

Wairau Valley,

Auckland 0627

Alternatively, returns can be made in person by visiting one of our three retail stores in Auckland.

1. URBAN VAPE – Wairau Valley located at 34 Porana Road, Wairau Valley, Auckland 0627

2. URBAN VAPE – Albany located at 5/215 Rosedale Road, Albany, Auckland 0632

3. URBAN VAPE – Auckland City located at 161 Hobson Street, Auckland CBD, Auckland 1011 

Do You have any retail stores?


Please visit our Store Locator page for additional information including maps and addresses.

Below are the opening hours of our stores as of January 2023.

Wairau store – 34 Porana Road, Wairau Valley, Auckland 0627

Monday 9am - 6pm

Tuesday 9am - 6pm

Wednesday 9am - 6pm

Thursday 9am - 6pm

Friday 9am - 6pm

Saturday 9am - 5pm

Sunday 9am - 5pm

Albany store – 5/215 Rosedale Road, Albany, Auckland 0632

Monday 9am - 7pm

Tuesday 9am - 7pm

Wednesday 9am - 7pm

Thursday 9am - 9pm

Friday 9am - 9pm

Saturday 9am - 7pm

Sunday 9am - 7pm

Auckland City – 161 Hobson Street, Auckland CBD, Auckland 1011

Monday 11am - 8pm

Tuesday 11am - 8pm

Wednesday 11am - 8pm

Thursday 11am - 8pm

Friday 11am - 8pm

Saturday 11am - 8pm

Sunday 10am - 6pm 

I have a question not answered here 

If you have a question that is not answered here, please contact our friendly customer service teams directly.

You can either visit our retail stores to ask in person, send your questions to, or leave your comments by clicking ‘Chat with us’ button located on the right-hand side (desktop) or lower-right-hand side (mobile).