Your Order Has Arrived: A Five-Minute Checklist

Most orders arrive exactly as expected. When something is wrong, though, the time limits for reporting it are short, and a quick check on the day the parcel arrives makes everything easier to fix. This takes about five minutes.

1. Look at the outside of the parcel

Before you open it, check the packaging. If it is crushed, torn or wet, take a photo of it as it arrived. If a driver hands it to you and the damage is obvious, mention it at the door.

2. Compare the contents with your order

Open your order in your account, or on the order confirmation page, and check each line:

• the right products, in the right flavours,
• the right strengths for pouches and e-liquids,
• the right quantities, including every device in a multi-pack.

3. Check the seals

Products should arrive in their original, sealed packaging. Leave anything you aren't using yet sealed — unopened products in their original packaging can be returned within 30 days of delivery, while opened disposables, e-liquids and pouches can only be returned if faulty.

4. Try one device

If you've ordered disposables, it's worth trying one from the order rather than discovering a problem weeks later. A device that doesn't fire, leaks, or has no flavour from the first puff is worth reporting.

5. Report anything wrong within 7 days

If an item is wrong, missing, damaged or faulty, contact us within 7 days of delivery with:

• your order number,
• which item is affected, and
• a photo or short description of the problem.

For genuine faults and mistakes on our side, we arrange a replacement or refund, and cover the return postage. See our returns page for the full policy. None of this limits your rights under Australian Consumer Law.

If a device or battery is damaged

Don't use or charge a device that is swollen, cracked, leaking, unusually hot, or smells of burning. Keep it away from anything flammable, take a photo for us, and don't put it in your household bin. Devices with batteries belong at a battery or e-waste drop-off point — your local council can tell you the nearest one.

Store the rest properly

Keep products somewhere cool and dry, out of direct sun and out of reach of children and pets. Our supply planning guide has more on storing an order you'll use over several weeks.

Keep reading

• Returns and refunds
• Tracking statuses explained
• Contact us

Sources & further reading

ACCC consumer guarantees, Recycling Near You.

For adults 18+ only. Nicotine is an addictive chemical.