Shipping and returns
First off, we DO NOT drop ship, we hold all stock in Australia, so not only is it super fast shipping but also backed by an Australian company in Australia. All items are packed in bubble wrap to ensure they arrive to you in A Grade condition.
We can ship to virtually any address in Australia including PO Boxes. We do not ship to international destinations except for New Zealand.
We only ship via Australia Post express satchels within Australia which costs $9.45 for packages 500 grams and under which covers most orders. For those orders over 500 grams it costs $14.45 these are very rare as most large packages will qualify for our free express shipping for orders over $100. In most cases customers will have their items in one day but to some rural and remote areas such as WA & NT it can take 3-4 days. Please check your tracking link which is emailed to you before calling, if the tracking displays in transit please allow 5 business days before contacting us regarding your delivery if the tracking displays as delivered and you do not have your package contact us immediately.
All orders are guaranteed to dispatch on the next business day, orders placed before 3pm will in most cases be shipped the same day. We don't charge packaging and handling fees, We always endeavor to only charge the real cost of posting all our items.
Ecigify takes no responsibility for items lost in the post, all our shipping options are traceable and can be followed up with Australia Post if they do not arrive.
Warranty & Returns Policy Warranty Policy:
All electronic cigarette products feature a 1 month warranty on manufacturers defects, this doesnt include wear and tear or misuse of the products. Replaceable items such as coils and clearomizers below $10 are only covered for DOA (dead on arrival).
The purchaser must check all merchandise straight away and document any damage or issues to us by email within 48 hrs of obtaining the products. Ecigify retains the right to deny complaints that are made after this time frame. The customer will pay to send back the faulty merchandise to Ecigify, we usually refund or give credit or freebies to make up for postage cost of products found to be faulty.
Contact must be made immediately with Ecigify for consent prior to returning any goods as many times the problem can be simple to resolve as many times the products may not be set up properly and only require instruction as to how they are used. We will exchange or repair where possible and refunds will only be granted where a replacement is not in stock.
Claims are non transferable beyond the original purchaser.
All free or bonus items are not under any warranty.
Invoices or order numbers will be required as proof of purchase. Warranty is valid in Australia and New Zealand only.
Warranty Does Not Cover: wear & tear, used equipment, Misused, abused, neglect or use of a product for which it was not intended. Neglect and careless storing or unauthorized repairs.
Refunds will not be offered after 30 days. Refunds are for DOA on items like clearomizers/ coils etc. as they are disposable, we suggest buying a few extra of these products as they last from days to months but the time frame is unknown as they are the throw away part of an e cigarette.
Refunds will not be granted if the buyer changes their mind, or if the item does not meet expectation. Original postage or courier charges are non refundable. Photos or other forms of evidence may be requested from the buyer as proof of damage. Ecigify is liable for shipping the replacement equipment back to buyer, with the exception that the returned item is tested and found not defective or not in the same condition that the purchaser documented. In which case, the purchaser will be obligated to pay for return postage costs.
Goods must be returned with all accessories, including their original packaging materials, cartons and boxes. Ecigify must receive all returns within 7 days from the date of agreeing that the goods may be returned for inspection. If an item is returned after the 7 days from accepted delivery, we reserve the right to refuse the claim.
Equipment returns must be accepted and recognized by Ecigify before a return is performed. You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error you received an incorrect or malfunctioning equipment. Make contact via email or phone to coordinate the return of any goods.
The above is the official company line but if there is a problem with any of our goods or postage errors or anything else please phone or e-mail us and we will do our very best to fix/replace any faulty items or errors. We place a very high value on customer service and will do our best to make you the customer enjoy their purchasing experience with us.