COVID 19 - NZ IS IN LEVEL 2 & 4 LOCKDOWN - DISTRIBUTION IS OPERATING AT ALL LEVELS
🚚 FREE Shipping in au/nz on orders over $50 - WE SHIP WORLDWIDE* 🚚

Shipping Information

COVID-19 Shipping Update

  • Orders are being dispatched at pre-COVID speeds.
    • We have re-introduced our regular dispatch teams operating at normal hours - we aim to have all vape-mail shipped within 24 hours of receiving your order (barring the Monday rush after the weekend, of course!)
  • Your order may take slightly longer to be delivered.
    • We have received advice from both DHL and NZ Post that deliveries may have an additional 1-4 days added to their delivery time due to reduced global air freight capacities. These delays may become longer if freight infrastructure falls under additional load.
  • Every single freight company, regardless of country of origin, is experiencing levels of disruption to their operations in one form or another.
  • Due to flow-on effects of COVID-19, estimated delivery times are fluctuating wildly. 90% of the time your package will be delivered as expected, but please allow for up to:
    • DHL - 4-10 working days.
    • NZ Post - up to 3 weeks.
  • To ensure that your package gets to you with the minimum of difficulty, please insure that you providing the following details:
    • Full name
    • Correct shipping address in the correct boxes (street address in the address section, suburb in the suburb area).
    • Contact phone number
  • These details will decrease the likelihood of your packages being stopped for customs clearance checks that can cause significant delays to your package.
  • In short:You willget your parcel, it will just take longer than usual.

GENERAL DELIVERY INFO

We highly recommend DHL Express shipping on all orders- it's extremely fast, avoids any customs clearance issues, and has excellent tracking every step of the way.

If you choose not to use the DHL Express shipping option, please bear in mind that our free standard shipping service is not instant.Australia is a very large country, it takes time for Australia Post to deliver parcels.

Your parcel is travelling thousands of kilometres across an ocean to reach you. In 99.9% of cases, your parcel will actually arrive in Australia less than 24 hours after we ship it. From that point onwards, your parcel is at the mercy of Australian Customs (DHL customs clearance is much faster), and then it's up to your local postal service (i.e, Australia Post) to actually deliver it to your house, and that process takes a lot longer and is completely outside of our control.

95% of our shipments arrive within the timeframes listed on this page, and the remaining 5% take an extra day or two, usually because the shipment is being manually inspected by customs - a process we have no control over.

DHL also asks that you list your full first and second names in your shipping information to prevent any delay. Parcels that have names that are initialed will be held by customs and confirmation will be sought from the shipper; leading to further delays in you getting your vape mail.

Standard shipping is not an express courier service. Your parcel will travel through your local postal system in exactly the same way as a standard domestic parcel travels.

We offer free shipping to Australia for orders over $50, which is a ridiculously cheap deal that no other vendor in New Zealand offers. For roughly $50 NZD (which is about $45 AUD) you can get three or four bottles of fully mixed liquid containing nicotine delivered to your doorstep from another country.

If you want them in the next 24 - 72 hours, splurge for DHL. It's pretty good, and still a heavily subsidised courier service.

SHIPPING METHOD COMPARISON

You might be wondering what the difference is between the two different types of shipping methods we offer - here's a breakdown of the pros and cons of each option.

Benefits DHL Standard/Free Post
Average Delivery Times
(in business days)
1-3 Days * 3-10 Days
Customs Clearance Team Yes No
Dispatch Priority Yes No
Deliver to PO Boxes/Parcel Lockers No ** Yes

** Please see tab below "WILL DHL DELIVER TO MY PARCEL LOCKER?"

 

DHL Express (highly recommended)

Pros
  • It's fast, super fast. Sometimes overnight fast.You can order before 9am our time, we ship it by 2pm, and DHL will very possibly deliver it to you the next business day, fast.
  • We prioritise DHL shipments in order to get them out the door by 2pm.
  • It's only $18 NZD (~$16 AUD), which is super cheap for a flat rate express international courier service. By comparison, with other stores, DHL from Asia/USA/UK usually costs $40 AUD or more. We actually subsidise the cost of DHL to keep the price low - we pay the extra out of our own pocket to make sure you're always getting the cheapest possible shipping.
  • DHL have a dedicated customs team to help clear your shipment, which Australia Post does not offer. We've sent literally hundreds of thousands of parcels to Australia via DHL and none of them have ever been rejected by customs.
  • No remote delivery charges.
  • FREE on shipments over 2kg
  • FREE on orders over $150
Cons
  • Not really a con, but for remote and regional areas DHL will sometimes pass off your parcel to a third-party courier for the final leg of the journey, which could add an extra day or two to the delivery window. However, even if you're in a remote or regional area it's still substantially faster than standard post.
  • Generally speaking, DHL don't deliver to Australia Post parcel lockers, unlessyou live in a remote / regional area where your parcel is carried by Australia Post for the last-mile of the delivery - in which case, the last-mile Aus Post delivery driver is able to deliver to a Parcel Locker. (It's complicated, we know, please see the "WILL DHL DELIVER TO MY PARCEL LOCKER?" tab below for further explanation).

 Standard Post / Free Shipping

Pros
  • It's free on orders over $50, even internationally.
Cons
  • It is the customer's responsibility to communicate with their national carrier (usually Australia Post), we don't have any ability to speak with Australia Post to follow up with your parcel as we are not an Australia Post customer, we are an NZ Post customer.
  • We can't re-direct or change/correct address details once sent.
  • We can't speed up the customs clearance process.
  • It can be fast, or it can be slow, depending on how Australia Post and Australian Customs are feeling.
  • Delivery can take 4-10 business days, give or take a couple days for customs clearance occasionally. Our average total delivery time is 5 business days.
  • We can't see any more tracking information than you can.

ESTIMATED DELIVERY TIMES

These delivery times are estimates (notguaranteed), assuming no transit delays due to extenuating circumstances - potential delays will be posted at the top of this page, and override the dates below.

Please note that DHL only deliver directly to metro addresses - for all regional/rural addresses outside of the metro area, your package is handed off to Australia Post for last-mile delivery which can take an extra day or two.

Estimated delivery times (in business days - weekends and public holidays not included):

Metro Areas DHL Standard Shipping
Adelaide Overnight - 2 4 - 7
Alice Springs N/A 4 - 8
Ballarat Overnight  - 3 4 - 6
Brisbane Overnight  - 2 4 - 8
Cairns 2 - 4 4 - 8
Canberra Overnight  - 2 4 - 8
Darwin 2 - 4 4 - 8
Melbourne Overnight  - 2 3 - 7
Perth CBD Overnight - 3 4 - 8
Sydney Overnight  - 2 3 - 7
Hobart 2 - 4 4 - 8

DHL TRACKING STATUS EXPLAINED

We never, ever have customs issues with DHL shipments. To date, we've shipped many tens of thousands of parcels to Australia and have not had a single one confiscated by Australian Customs.

Remember, you can call DHL on 13 14 06at any time to seek clarification about the tracking status of your order. Their operators usually answer all calls immediately.

Status

Translation

Shipment information received

Vapoureyes has printed your shipping label and your parcel is sitting in a stack awaiting pickup by the DHL courier.

Shipment picked up

Your parcel has been picked up by the DHL driver.

Customs status updated

Customs have processed your parcel. Click the red "further detail" link on the tracking page to see any relevant information about the customs process.

DHL Needs further information from the importer

Typically, this status will be automatically cleared and you don't need to provide any further information. In very rare cases, DHL will contact you via phone or email if they need information, but the status usually just clears automatically and the parcel is delivered. You do not need to contact us or DHL if you see this tracking status.

Shipment has been given a release by Customs

Customs have inspected your parcel and cleared it for delivery.

Shipment on hold

Your parcel is in a holding area with thousands of other parcels waiting to be moved to a different part of DHL's delivery network. This is completely normal, and doesn't affect the speed at which your parcel is delivered. Almost every single DHL parcel will show this status at one point or another, it's nothing to worry about and you do not need to contact us or DHL about it.

Unless there is an adhoc exam or a stop by another regulatory authority the shipment will proceed to delivery

Your parcel has been cleared for delivery, and the only thing that might interrupt it is if customs decide to arbitrarily pull your parcel out of the queue for further inspection. This almost never happens, and if it does you don't need to do anything and you don't need to contact us or DHL about it, customs will clear the parcel shortly afterwards.

standard POST TRACKING EXPLAINED

99% of packages will clear Australian customs in 24 hours but occasionally your package may take 2-4 days to clear a spot check.

This is normal, and to date we have not had a single package rejected by Australian Customs.

Please note that Australia Post does not offer high resolution tracking on international parcels - sometimes several days can go by with no new tracking events, even though your parcel is travelling through multiple sorting facilities and depots. Australia Post does not scan the parcel each and every time it changes hands, so if your tracking status hasn't changed for a few days don't panic, nothing is wrong and your parcel will be delivered.

Status Translation

Processed at outbound depot

NZ Post have received the parcel at their outbound sorting facility in Auckland and are getting ready to load it onto one of the various planes that fly to different parts of Australia.

International departure

Your parcel has been loaded onto an NZ Post plane and is bound for Australia.

In transit with airline

99% of the time, "in transit with airline" means that the parcel has actually arrived in Australia but it's waiting to go through a customs inspection. This process can sometimes take a few days if customs has a backlog of international parcels to inspect. It's not unusual to see this status for several days in a row. We have no way to influence customs or ask them to expedite their inspection.

International arrival

The parcel has been released by customs and is now with Australia Post. At this point, Australia Post will treat the parcel the same as a domestic parcel and it's up to them to deliver it to your house. We have no control whatsoever over this process; we are a New Zealand company, we have no relationship with Australia Post at all and we can't influence the delivery of your parcel in any way. This status may stay the same for several days while Australia Post routes the parcel through their network, it's not unusual at all for Australia Post to never scan the parcel again until it's actually delivered, so don't panic if you don't see any updates after this point. Your parcel is fine, it will be delivered.

** WILL DHL DELIVER TO MY PARCEL LOCKER?

Yes, but only in certain situations.

DHL do not deliver directly to Australia Post parcel lockers...

...unless you live in a rural area where Australia Post are contracted to make the last-mile delivery.

To put it another way, if you live in a city or regional center which is serviced by DHL delivery vans right to your door, then DHL won'tdeliver to an Aus Post parcel locker.

However, if you live in a rural area where DHL don'tmake direct deliveries to your door, DHL will hand off your parcel to an Aus Post delivery driver for the last-mile delivery, who are then able to deliver to parcel lockers (because they actually work for Australia Post).

Unfortunately we don't have a comprehensive list of which areas are serviced exclusively by DHL drivers (and conversely, which areas are handled by Aus Post for the last-mile delivery), so it's safer to simply assume that DHL shipments can'tbe delivered to parcel lockers (unless of course you live in the middle of nowhere).

Yes, we know it's confusing. Welcome to international freight.

WHAT DO I DO IF MY PACKAGE HASN'T ARRIVED IN TWO WEEKS?

If your package hasn't arrived within two weeks (10 business days), please check your tracking link (sent to you via email) to see if there are any apparent issues.

Please then call your shipping provider and provide your tracking number;

  • DHL :13 14 06
  • Australia Post :13 76 78 (13 POST)

If Australia Post or DHL are unable to locate the package, please reply to your order confirmation email or email us on hello@vapoureyes.co.nzso we can sort this for you.

GENERAL DELIVERY INFO

For deliveries within New Zealand we have partnered with CourierPost, who offer by far the fastest and most reliable domestic deliveries. All shipments are sent with signature on delivery.

Shipping costs for ALL orders within New Zealand are completely FREE (regardless of how much you spend, your location or rural delivery!!)

Too easy!

ESTIMATED DELIVERY TIMES

Estimated delivery times (in business days - weekends and public holidays not included):

North island: Overnight - 2 days
South island: Overnight - 3 days

Rural delivery addresses: Add 1-3 days.

GENERAL DELIVERY INFO

We use DHL Express for our international deliveries, with shipping costs calculated at checkout.

Vapoureyes is not responsible for customs or duties payments in your country, and we unfortunately cannot under-declare the value of our outgoing shipments, nor edit our invoices.

ESTIMATED DELIVERY TIMES

These delivery times are estimates (notguaranteed), assuming no transit delays due to extenuating circumstances.

Please note that DHL only deliver directly to metro addresses - for all regional/rural addresses outside of the metro area, your package is handed off to your local postal service for last-mile delivery which might take an extra day or two.

Estimated delivery times (in business days - weekends and public holidays not included):

Europe   ETA: 3 - 6 Days  
Albania Finland Italy Poland
Andorra France Jersey Portugal
Armenia Georgia Kosovo Reunion
Belarus Germany Latvia Romania
Belgium Gibraltar Liechtenstein San Marino
Bosnia And Herzegovina Greece Lithuania Serbia
Bouvet Island Greenland Luxembourg Slovakia
Bulgaria Guadeloupe Macedonia, Republic Of Slovenia
Croatia Guernsey Malta Spain
Cyprus Holy See (Vatican City State) Moldova, Republic of Sweden
Czech Republic Hungary Monaco Switzerland
Denmark Iceland Montenegro Turkey
Estonia Ireland Netherlands Ukraine
Faroe Islands Isle Of Man Norway United Kingdom
Asia   ETA: 2 - 4 Days  
Cambodia Hong Kong Malaysia Vietnam
China India New Caledonia Taiwan
Cook Islands Indonesia Pakistan Sri Lanka
Fiji Japan Samoa  
North America ETA: 2 - 5 Days  
Canada Mexico  

DHL TRACKING STATUS EXPLAINED

 

Status

Translation

Shipment information received

Vapoureyes has printed your shipping label and your parcel is sitting in a stack awaiting pickup by the DHL courier.

Shipment picked up

Your parcel has been picked up by the DHL driver.

Customs status updated

Customs have processed your parcel. Click the red "further detail" link on the tracking page to see any relevant information about the customs process.

DHL Needs further information from the importer

Typically, this status will be automatically cleared and you don't need to provide any further information. In very rare cases, DHL will contact you via phone or email if they need information, but the status usually just clears automatically and the parcel is delivered. You do not need to contact us or DHL if you see this tracking status.

Shipment has been given a release by Customs

Customs have inspected your parcel and cleared it for delivery.

Shipment on hold

Your parcel is in a holding area with thousands of other parcels waiting to be moved to a different part of DHL's delivery network. This is completely normal, and doesn't affect the speed at which your parcel is delivered. Almost every single DHL parcel will show this status at one point or another, it's nothing to worry about and you do not need to contact us or DHL about it.

Unless there is an adhoc exam or a stop by another regulatory authority the shipment will proceed to delivery

Your parcel has been cleared for delivery, and the only thing that might interrupt it is if customs decide to arbitrarily pull your parcel out of the queue for further inspection. This almost never happens, and if it does you don't need to do anything and you don't need to contact us or DHL about it, customs will clear the parcel shortly afterwards.

COUNTRY-SPECIFIC DELIVERY ISSUES

Vapoureyes is not responsible for customs or duties payments in your country, nor can we fraudulently mis-declare shipments containing vape products.

Below is a table of countries we've had issues with in the past, and is not a definitive list.

General clearance difficulty High import taxes/duties Seizure / destruction

China
Cambodia
Cook Islands
Hong Kong
Malaysia
Pakistan
Taiwan
Vietnam

Canada
England
EU
Fiji

Indonesia
India

Country-specific notes.

Japan - Limit of 120ml nicotine-containing e-liquid per person, per month + $100 USD limit per shipment.

USA - Due to recent USA regulatory changes regarding the transportation of vaping products, we are not able to deliver Vaping Products to the USA as of March 26, 2021. This prohibition includes all vape devices, products and accessories. For more information related to this new policy, you can click here (p. 2669) to review the “Preventing Online Sales of E-Cigarettes to Children Act” outlined in the Consolidated Appropriations Act, 2021.

"Shits' fucked", as the kids say.

COVID-19 Shipping Update, continued.

The short version:  
  • Mail will be delayed, but is very unlikely to stop.
  • Delivery drivers will opt for contactless signature.
  • Locally-made e-liquids and nicotine will remain fully stocked.
  • Imported e-liquids may run short due to production shutdowns in the USA.
  • Hardware will remain stocked.

✈️️ FOR OUR AUSTRALIAN FAMILY

Australia Post
To minimise the risk of contracting or spreading coronavirus, all parcels — whether collected from your local post office or delivered to your home — Australia Post will no longer require your direct signature for delivery or collection. Instead, an Australia Post staff member will ask for your name and sign on your behalf.
DHL Express
Your local DHL delivery driver will ask for your identification, then sign on your behalf. To avoid theft or other delivery issues, DHL records the geo-location of their drivers at the time of signature. If you are really trying to avoid all life-forms outside of your living room, you should also consider taking advantage of DHL's "On Demand Delivery", which allows DHL to deliver signature-required parcels safely, without a signature. Neat.

🚚 FOR OUR KIWI WHĀNAU

Courier Post
NZ Post has advised that due to COVID restrictions, deliveries within New Zealand may be delayed - but in our experience, during Level 1 most packages are being delivered overnight.
NZ Post couriers (including CourierPost and Pace) will knock on the door as usual and step back two metres (or as far back as they can.) They will wait for someone to come to the door and greet them as usual. They will then ask for the recipient’s name (to record proof of delivery) and leave the parcel on the doorstep. The person receiving the parcel will not sign for the delivery directly.
If no one comes to the door and there is no Parcel Leave authority in place, the courier will follow the standard process which is to leave a calling card with details of the delivery, and return the parcel to depot for later collection.
We highly recommend setting up "Parcel Leave" to minimise contact between you and postal workers wherever possible.

Vapoureyes NZ proudly supports Nourished For Nil, a local non-profit organisation whose sole aim it is to rescue surplus food and redistribute it to the local Hawke’s Bay community.

The highest quality nicotine e-liquids, vaping supplies, and vape starter kits, produced in an ISO-7 clean room, with super fast free shipping to Australia.
Australian and New Zealand nicotine vaping ejuice, e-juice, e-liquids.

© 2021 Te Wairua Limited trading as Vapoureyes.