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Do you need to be over 18 to buy these products?
Yes. These products contain nicotine which is a very addictive chemical. Just like when you buy cigarettes from the store you need to show ID and be over the age of 18, e-cigarettes are the same. The courier will check our ID when delivering your first order to ensure that you are of legal age to purchase the products on this site.
Is it legal to buy these products?
Although these products cannot be sold from within Australia the TGA does allow you to import nicotine-based vaping products for personal use. We assume that you have obtained a prescription for nicotine from a registered Australian medical practitioner as required by the TGA personal importation scheme.
Where is my order shipped from?
We source our products from licensed wholesalers in the USA, Canada and UK and import them to our New Zealand warehouse. Once you have placed your order our warehouse is notified and will ship your order same day if before 12 pm or next day for any time after that.
How long does shipping to Australia take?
If you place your order before 12 pm Christchurch NZ time your order will be shipped the same day. If you place an order after that time your order will be shipped the following day. Once the order is picked up by DHL it should be delivered within 1-2 business days to most cities in Australia. It may take an extra day if you live in regional or country areas.
Can I track my order during the shipping?
Yes. Once your order has been picked up by DHL you will have the ability to track your order via the DHL tracking tool on their website. After you order has been packed we will send you an email with the tracking number a link to where you can monitor your package. You will also receive SMS notification along the way so you have plenty of time to arrange the delivery.
How much does shipping cost?
The flat rate we charge for shipping includes DHL express courier and the picking fee which is $25 AUD. This will ensure that you will get your order within 1-2 business days and offer full tracking with SMS updates.
Can I update my address after placing my order?
This will depend on what time you contact us. If you order has been picked up by DHL already then we cannot change the delivery address. If the order is yet to be picked up then we should be able to update the address before it is shipped. Contact our customer support as soon as possible if this is required.
Do I need to sign for the package upon delivery?
There is a requirement to sign for the package once your order is out for delivery from the courier. For your first order, you will be required to show ID to prove that you are over the age of 18. Once that has been confirmed you will have the ability to have your package left in a safe place if you are not home for any future orders.
Are these real JUUL pods or fakes?
Yes, the JUUL pods are from licensed wholesale distributors in the USA, UK and Canada. This is why there are different flavours and nicotine levels available that you may have seen before.
What countries are these pods from?
Our JUUL pods are sourced from Canada, United States and United Kingdom from licensed wholesale distributors or JUUL products. We then import them to our warehouse in Christchurch New Zealand.
My pods are leaking, what should I do?
Take a photo of them where they are leaking and email our customer support along with your order reference number. We will organise a refund of your order once the faulty products and order information has been confirmed.
My pods are not producing any vapour, what is wrong?
Make sure that your JUUL device is charged. Then ensure that the pod is fully placed in the device and you felt a click. One other issue is that there may be an air bubble at the bottom of the pod. Flick it with your finger a few time to move the air bubble to the top. If that does not work, check the bottom of the pod and wipe off any black or dark markings/dirt on the metal part of the pod. If all that doesn’t help then contact our customer support team.
Do all the pods contain nicotine?
Yes, all of the JUUL pods contain levels of nicotine. The USA and Candian pods contain 3mg or 5 mg of nicotine. The UK pods contain 9mg, 18mg or 20mg of nicotine. Please check to see which level of nicotine you have selected before you purchase.
Are these real JUUL starter kits or fakes?
The JUUL starter kits we sell are real and sourced from licensed wholesalers in Canada, USA and UK.
Will I be able to charge the device in Australia if they are from overseas?
All devices use USB connectors to charge. You can use any USB port around the world to charge your device.
How long does the battery last on the devices?
This depends on how much you use it but you should get a full day’s use out of the device if you are a heavy smoker.
My device is not charging, what is wrong?
Make sure that the bottom of your device has been wiped and there are no dark markings or dirt on the metal part of the JUUL. You need to ensure that JUUL device is sitting in the charger correctly so wiggle around to see if the blinking light starts on your device. If it is still not charging then contact our customer support.