Need help with an order, payment issue, shipping question, or general support request? Please check the quick help section below first, track your order if needed, or send us a message through the contact form.
Quick Help
Please read the common questions below before contacting us. This may help you get a faster answer without waiting for email support.
1. I entered the wrong state, but my postcode is correct. Do I need to contact you?
If the postcode is correct and the address is otherwise valid, our system or shipping process may automatically correct a minor state mismatch. In this case, you usually do not need to contact us. Please make sure your full delivery address and postcode are correct before placing an order.
2. I was charged, but I received an order failed email. What should I do?
Please log in to your account and check your order history first. In some cases, successful payments or order approvals may require manual review, so there can be a short delay before the correct order status appears. Your account order history is the most accurate place to check.
If your order history also shows the order as failed, please email Sale@IGETsVapeAustralia.com and include a screenshot of the successful charge.
3. When will my order be shipped?
Orders are generally dispatched within 1–2 business days. Once your order has been processed, you can log in to your account to check your tracking number and shipping status.
4. Is the express shipping fee refundable?
Express shipping fees are generally not refundable. We pay the express shipping cost to the carrier on the customer’s behalf, and delivery speed remains subject to carrier operations. Express services may still experience delays after dispatch.
5. What happens if my parcel is returned due to an incorrect address, failure to collect, or missing clearance/signature requirements?
Please make sure your shipping address is accurate and that the parcel can be received or collected on time. If an order is returned due to an incorrect address, failure to collect, or failure to complete any required delivery or clearance step, refund eligibility may be affected.
In these situations, original shipping costs, express fees, return-related shipping charges, and other non-recoverable costs may not be refundable. In some cases, the parcel may not successfully return to our receiving facility, which can prevent a refund from being processed.
