Ordering FAQs

What products can I order?

Customers will need a verified and active prescription on their account to purchase a nicotine product from VAPO. Our product pages will have a red warning to inform you if the product needs a valid prescription.
You do not need a prescription to purchase products that do not contain nicotine products, such as devices, coils, replacement glass etc.

What happened to the HAIZ replacement batteries, alt. replacement batteries, and external batteries?

Since we send our products from New Zealand to Australia, custom regulations do not allow us to ship batteries on their own. Unfortunately this means sometimes we will have to cancel any order that contain an external battery without an accompany matching device to the battery. We apologise for the inconvenience in advance. 
To purchase a HAIZ replacement device you will have to purchase a starter kit here.
To purchase an alt. replacement device you will have to purchase a starter kit here.

How many products can I order at one time?

Customers can purchase up to 3-months supply at a time. However, we encourage customers to purchase as-needed to ensure product quality is maintained. There are no limits on how many purchases they can make during the time the prescription is valid for.

When will my prescription be verified?

Prescriptions are verified daily during the week and usually within 48 hours. If it has been over 48 hours and your prescription has not been verified, please contact us and will look into it for you!

I’ve uploaded my prescription when I placed an order, when is my order being sent?

Once we receive your order and prescription submission, we will review your prescription within 48 hours. Once it has been verified, you will receive an email notifying you, and we will start working on dispatching your order as soon as possible. 
If your prescription was unable to be verified by our customer service team, we will also email you to inform you of why it was unsuccessful.
If you have not heard from us within 48 hours please contact us and we will look into it for you.

Where is my order?

You will receive a shipping confirmation email once the parcel has been dispatched, however, these can end up in the spam/junk folder - we recommend they check those along with the information available in their online account. If there is no tracking link available in your email, please contact our friendly customer service team and they will track it down for you!

Why has my order been cancelled?

There may have been an issue with the system pulling the prescription through, please get in touch with our friendly customer service team and they will provide assistance.
Please send through a screenshot of the transaction in your bank account to help us identify the correct transaction, as well as the order reference number. 

What are the shipping costs and delivery time frames?

You can find our shipping and delivery information here. 

How do I return my order?

You can find our refund policy and returns process here.

What is Route+ Package Protection?

Please note we no longer offer Route+. You can find information on Route+ Package Protection here.