Shipping & Online Order Information

 My order is not showing up on my account.

For your order to show up on your account, you must sign in first before placing any order. Note that we cannot transfer your order to your account if you forgot to do so. 

When will I get a tracking number for my order?

When your order has been packed by our team, you will receive an email. Please be patient and only contact us if you have not received your tracking number after 3 business days (not including public holiday and weekends).

How do I track my order?

Please use the tracking number emailed to you on DHL website or use the link in the email to track your parcel. Please note that the tracking number will only be emailed to you once our team has packed your order and it is ready to be dispatched. 

 How long is shipping?

All of our parcels are shipped with overnight targeted delivery services. NZPost does not guarantee overnight delivery which means that NZPost will aim to deliver your parcel overnight. 

Approximate Timeframe

3-21 working days depending on the country

My tracking says it's delivered but I haven't received my parcel.

Please check your property surrounding, mailbox and with your neighbour. If you cannot find it, please give DHL a call so they can verify the delivery with the driver.

Can I change the name on my order?

No. Once the order has been placed. We will not be able to change the name on the order. 

My parcel arrived damaged. What do I do?

Please submit a ticket under "Online Order Support". Please be sure to include a photo of the damage and do not dispose of this until our team has gotten in touch with you to confirm. 

Can I cancel an order or return a product that I don't want?

For any cancellation of an order or return of a product back to us, please submit a ticket to our team.

I have received the wrong product. 

Let us know right away. Please give us a call or submit a ticket with your details. Do not use or dispose of the product. Please keep it aside and await our instructions. 

If you have used or dispose the product or have not contact us within our required timeframe. We may not be able to help. 

Can I add more products onto my order?

No. Once an order has been made we cannot add more products to your order. As doing so will cause delay to your order and other customer's order. 

Can I make changes to my order (E.g. colour, nicotine strength, etc.)? 

To avoid delays for you and other customers, we can only put in a request for any change - However, this will not be a guaranteed that the requested change will be done by our team. We recommend going over what you've ordered before placing it in.