Shipping and Refund Policy
Everything about how your order gets to you, and what happens if something goes wrong. Our team is here to help.
We ship with six carriers
We pick the carrier per order based on your address, parcel size and the fastest service available that day. Your dispatch email tells you which one has your parcel.
Australia Post
Standard and express metro coverage, plus PO boxes and parcel lockers nationwide.
StarTrack
Fast metro road freight, used for most same-day dispatch capital-city orders.
UPS
International-grade network used for time-critical and priority express orders.
Toll Group
Strong regional and remote reach where metro couriers do not run daily services.
Aramex Australia
Cost-effective regional coverage and reliable last-mile in outer suburbs.
DHL Express
Premium express option for urgent orders and larger trade consignments.
Orders and Shipping
Orders placed before 2pm AEST on a business day are dispatched the same day. Anything later, or over a weekend or public holiday, leaves the next business day.
Metro addresses in Sydney, Melbourne, Brisbane, Adelaide and Perth typically arrive in 1 to 3 business days. Regional and remote addresses run 3 to 6 business days, with Tasmania and the Northern Territory at the longer end of that range.
Every order ships with a tracking number, emailed to you as soon as the label is created.
We use six carriers and choose per order based on your address, parcel size and the fastest available service on the day: Australia Post, StarTrack, UPS, Toll Group, Aramex Australia and DHL Express.
Metro deliveries usually go via Australia Post or StarTrack. Regional and remote addresses often route through Toll Group or Aramex, which have better coverage outside the capitals. Express and time-critical orders go with DHL Express or UPS.
Your dispatch email tells you which carrier is carrying your parcel and gives you the tracking link for that carrier.
You will receive a dispatch email with your tracking number and a direct link to the carrier handling your parcel as soon as the label is created.
Tracking can take a few hours to show movement after dispatch — the first scan happens when the parcel is collected, not when the label is printed. If tracking has not updated within one business day of dispatch, email us and we will chase the carrier.
Email us immediately with your order number and the correct address. If the order has not yet been dispatched we will update it at no cost.
Once a parcel has left the warehouse we cannot change the address ourselves, but most carriers allow redirection through their own tracking portal. We will send you the link and talk you through it.
We ship to every state and territory in Australia: NSW, VIC, QLD, WA, SA, TAS, ACT and NT, including regional and remote addresses.
We do not ship internationally.
Australian customers are responsible for ensuring their purchase complies with the laws that apply in their own state or territory.
Yes. Single devices and multipacks all ship as one consignment with one tracking number.
Very large trade orders are occasionally split across two cartons for weight limits. If that happens you will get a tracking number for each and we will tell you in the dispatch email.
Every order goes out in a plain, unbranded satchel. There is no company name, no logo and no product description anywhere on the label, and the sender details show a neutral business name.
Nobody handling the parcel can tell what is inside it.
Yes. Proof of age is required at checkout and again on delivery — someone aged 18 or over needs to receive the parcel, and we do not authorise leaving orders unattended.
If you will not be home during the day, use a work address or a parcel locker instead.
Returns and Refunds
If a device is faulty, send us a photo or short video showing the problem within 30 days of delivery and we will ship a replacement. You do not need to post the unit back at your own cost.
If you would rather have your money back than a replacement, we will refund the faulty item to your original payment method instead. Refunds are processed once we have seen the evidence — you do not wait on a supplier decision.
Faulty means the device does not perform as it should: it will not fire, will not charge, leaks, arrives with a burnt taste from the first puff, or fails the manufacturer’s authenticity check.
Email us your order number with a photo or a short video of the fault. All of the above are covered without argument, and we aim to resolve it the same day.
Our mistake, and we fix it at our cost. Email your order number and a photo of what arrived, including the flavour name on the carton.
We will send the correct device immediately and arrange a reply-paid satchel for the wrong one. You are never out of pocket for a picking error on our end.
Photograph the parcel and the contents before unpacking any further — carrier damage claims need images of the outer satchel as well as the devices.
Email those to us with your order number within 7 days of delivery. We will replace the damaged items and lodge the claim with the carrier ourselves. You do not need to deal with the courier.
No. Flavour preference is personal and an opened device cannot be resold, so we cannot accept returns on used units that work correctly.
This is exactly why we recommend buying a single device before committing to a multipack — a $56 experiment is a far better way to find your flavour than a $280 one. Our multipacks are mix-and-match for the same reason.
Unopened devices in their original sealed carton can be returned within 14 days, provided the seal and scratch panel are intact. Return postage is at your cost.
We process approved refunds within 1 business day of agreeing them. After that it depends on your bank: card refunds typically appear in 3 to 5 business days, and PayPal is usually faster.
The refund goes back to the original payment method. We cannot redirect it to a different card or account.
Devices that have been physically damaged, opened, tampered with or refilled fall outside the policy, as does normal end of life — a device that tastes burnt after several thousand puffs has simply reached the end of its coil, which is not a fault.
Claims made more than 30 days after delivery cannot be accepted.
Email info@alibabavapesflavours.com with your order number and a human replies, usually within the hour during business hours (AEST).
There is no ticket queue and no chatbot. The person who answers can action a replacement or refund on the spot.
Still need help?
Email us with your order number and a human replies, usually within the hour during business hours.