Frequently Asked Questions
What currency does your website charge in?
All prices are in New Zealand Dollars (NZD). International customers please refer to a currency conversion website such as xe.com for the latest rates.
What shipping options do you have?
At the first step of the checkout process there is a shipping calculator. At the second step after entering your address the shipping options to your region or country are shown for selection. International customers - if options to your country are not shown please contact us for a quote via the Contact Form
Do you allow pick ups?
We do! Once you have placed the order please send us an email to organise a suitable time for collection in Newtown via our Contact Form that can be found here: Contact Us!
Do you ship to PO Boxes and Parcel Lockers?
We cannot ship to PO Boxes in New Zealand. We can ship to PO Boxes and Parcel Lockers in Australia by our standard post service. DHL does not deliver to PO Boxes nor parcel lockers as signature upon delivery is required, your package will either be handed over to Australia Post for delivery or you will have to collect from a DHL branch.
How long does standard shipping to Australia take?
Depending on location 1-7 business days. Every shipment is fully trackable and requires signature on delivery. Using our standard service shipments to Sydney, Melbourne, Brisbane and Adelaide metro are typically taking 3-6 business days. Canberra, Hobart, Darwin and Perth metro typically 4-7 business days. Add an additional day or two for regional areas. During busy periods such as late December these transit times are increased due to the large volume freight carriers are processing.
DHL Express Worldwide is typically 1-3 business days in their standard delivery network. Rural areas outside of this take an extra day or two but do not attract an additional "out of delivery area" fee.
The rates we offer are already discounted therefore until we can negotiate better rates with our carriers we unfortunately cannot offer free shipping. Insurance is available for a small additional charge. Please contact us prior to placing your order should you wish to add insurance.
Is my address rural?
You can check by submitting your postcode in to the online service found here: Rural and Saturday Delivery Locations
Do you ship to other countries?
Yes we offer standard and expedited shipping options with DHL and NZ Post.
How long will it take for my order to be shipped?
While we strive to dispatch all orders the day they are received or in the case of weekends on Monday, sometimes this is not possible. If we are not able to ship the same day we will let you know and who knows you might get something free added to your order ¯\_(ツ)_/¯
How does your rewards program work?
Create an account on the website or sign in to the rewards program and link it to your previously created website account. Whenever you make purchases on the website using your account you acquire 5 Ploom Points for every $1 spent which you can use to purchase further discount codes.
What is vaping?
Vaping is the process where vapour liquids (also known as e-liquid or e-juice) are heated in devices called personal vaporisers (also known as electronic cigarettes) to the point of where the liquid evaporates. Since there is no tobacco and combustion taking place within a PV there is no ash, no tar, no bad smell nor the multitude of different carcinogenic chemicals and toxins which are found in the smoke of traditional tobacco products. In fact after only a few days of vaping you notice all the benefits of a normal quitting process i.e. breathing easier, smell and taste returning etc.
What is in the liquid?
There are four main ingredients that make up the vapour liquids we sell:
- Pharmaceutical/USP/BP grade propylene glycol (PG)
- Pharmaceutical/USP/BP grade vegetable glycerin (VG)
- Pharmaceutical/USP/BP grade nicotine
All these ingredients in all of the products we carry are food safe and/or meet USP and/or BP standards. These organisations establish written and physical standards for medicines, food ingredients, dietary supplement products and ingredients. These standards are used by regulatory agencies and manufacturers to help to ensure that these products are of the appropriate identity, as well as strength, quality, purity, and consistency.
What items do I need to assist in the safe handling of nicotine solution?
Basic protective equipment that can be found at supermarkets and hardware stores. Protective eyewear, gloves (latex is usually more comfortable), roll of paper towels, an apron and a long sleeved loose-fitting shirt. It's best to have a dedicated work space with all mixing materials in place and ready before beginning. It's extremely important to store your nicotine solution in a safe place not accessible by children or animals just as you would with any other household poison.
How do I mix doublers and nicotine solutions?
This is a great application to assist with mixing: http://ejuice.breaktru.com/
It has a flavour mixing program and a dilution program for nicotine etc. It can also be downloaded and used offline.
If you need more help, the How-To Guide can be found here: http://breaktru.com/smf/index.php/topic,205.msg421.html#msg421
Do your products carry warranty?
All products carry limited warranty and under New Zealand consumer law the customer is responsible for the return postage of the product to us. If the warranty issue is found to be valid (not caused by fault of the consumer) we will happily send a replacement item and cover the shipping costs. If no manufacturer fault is found then return postage will be at the customer's expense.
Prebuilt atomisers and coils: A DOA policy of 36 hours on atomisers and coils applies as these are classed as consumables (designed to be used and thrown away after a certain amount of time). Keep in mind that coils must have adequate liquid in the wicking material prior to firing to ensure the coil doesn't burn out.
Regulated mods and atomisers: DOA policy of 36 hours. All mods manufactured in China carry a 30 day limited warranty for manufacturer faults. USA made are dependant on the manufacturer with some providing up to 90 days.
Batteries: While batteries are also considered a consumable, in the case of an item being DOA we will happily replace it within two weeks from the purchase date (14 days).
Vapour liquids: As all our products contain food grade ingredients we do not allow returns.
Is your packaging environmentally friendly?
All boxes and packing materials we use are made in New Zealand and are 100% biodegradable and compostable.