FAQ

Account & Membership

Why do I need an account to place an order?

HaveAVape operates a member-based ordering system. An eligible registered account allows us to manage your orders, account information and Rewards Points.

Certain products and services may also be subject to age, eligibility or other legal requirements.

How do I create an account?

Select Register / Create Account on the website and provide the required information.

You must provide accurate information and meet all applicable eligibility requirements.

Can I have more than one account?

Each customer should maintain only one account unless otherwise approved by HaveAVape.

Multiple or fraudulent accounts may result in account suspension and cancellation or adjustment of Rewards Points.

Rewards Points

How can I earn Rewards Points?

Eligible members may earn points through qualifying activities such as registration, eligible purchases, check-in activities and other promotions offered by HaveAVape.

The current earning rules are displayed in the Rewards section of your account.

Can I use my Rewards Points for my next order?

Eligible Rewards Points may be used toward qualifying purchases according to the current Rewards Program rules.

Minimum redemption requirements or other restrictions may apply.

Can Rewards Points be exchanged for cash?

No.

Rewards Points are promotional benefits and have no cash value. They cannot be exchanged for cash unless required by applicable law.

What happens to my points if I cancel or refund an order?

Where points were earned from an order that is later cancelled, refunded or otherwise becomes ineligible, the related points may be reversed or adjusted.

Orders

How long does it take to prepare my order?

Eligible orders generally require 1–2 business days for preparation before dispatch.

Additional time may be required if an order requires verification or other processing.

How long does delivery take?

After dispatch, delivery generally takes approximately 3–7 business days.

Delivery times are estimates and may vary depending on the destination, carrier, public holidays, weather and other circumstances outside our reasonable control.

Where are orders dispatched from?

Where applicable, eligible orders are dispatched from our Sydney-area fulfilment operation.

The actual dispatch location may vary depending on inventory, operational arrangements and applicable requirements.

Will I receive tracking information?

Where tracking is available, tracking information will generally be provided after your order has been dispatched.

Why hasn't my tracking information updated?

Tracking information may take some time to update after a parcel has been handed to the carrier.

If tracking remains unchanged for an extended period, please contact customer support with your order number.

Returns & Refunds

What should I do if I receive a damaged product?

Please contact us as soon as reasonably possible.

We may ask you to provide photographs or other information to help us investigate the issue.

For more information, please see our Returns & Refunds Policy.

What if I receive the wrong product?

Please contact us before using the product and provide your order number and relevant details.

We will investigate the issue and provide an appropriate resolution in accordance with our Returns & Refunds Policy and applicable law.

Can I return an order if I change my mind?

Change-of-mind returns are subject to applicable law and our Returns & Refunds Policy.

Certain products may not be eligible for voluntary change-of-mind returns due to health, safety or regulatory requirements.

This does not affect any consumer rights that cannot legally be excluded.

Product & Safety

Are your products suitable for everyone?

Vaping products may contain nicotine and are not risk-free.

Products should only be accessed, purchased and used by people who are legally permitted to do so.

Customers should review product information and applicable warnings before use.

Do you perform age or eligibility verification?

Where required, HaveAVape may request age or eligibility verification during registration, checkout or order processing.

Orders may be delayed, refused or cancelled if required verification cannot be completed.

What should I do if a product appears defective or unsafe?

Stop using the product if it appears damaged, defective, leaking, overheating or otherwise unsafe.

Contact our customer support team as soon as possible.

Payments & Security

What payment methods do you accept?

Available payment methods are displayed during checkout and may change from time to time.

Payments may be processed by third-party payment providers.

Is my payment information secure?

Payment information may be processed by third-party payment providers.

Please refer to our Privacy Policy for information about how personal information is handled.

Never send your full payment card details, passwords or security codes through email or WhatsApp.

Customer Support

How can I contact HaveAVape?

You can contact us through:

Email: [email protected]

WhatsApp: +86 173 0448 6315

For order enquiries, please include your order number whenever possible.

How can I make a complaint?

We encourage customers to contact our support team first so that we can investigate and attempt to resolve the issue.

You can email [email protected] or contact us via WhatsApp at +86 173 0448 6315.

For more information, please see our Complaints Policy.

Still Have Questions?

If you cannot find the answer to your question here, please contact our customer support team.