Frequently Asked Questions.
01. The order FAQs
Q: How do I place an order?
A: Simply browse our website, add your desired products to the cart, and proceed to checkout. You will need to provide your delivery details and select a payment method.
Q: What payment methods do you accept?
A: We accept Credit/Debit Cards (via Stripe – Mastercard and Visa), PayPal, Google Pay, Apple Pay, Afterpay, Klarna, and direct bank transfer. All transactions are encrypted for your security.
Q: Can I change or cancel my order after it’s placed?
A: If your order has not yet been processed or shipped, please contact our customer service as soon as possible. We will try to accommodate changes or cancellations. Once shipped, orders cannot be cancelled.
Q: Will I receive an invoice for my order?
A: You will receive an order confirmation email, but not an automatic invoice. To download an invoice, log into your account on our website, go to “My Orders”, and select the order to download the PDF invoice.
Q: Why was my payment declined?
A: This can happen due to incorrect billing details, insufficient funds, or bank security blocks. Please double‑check your information. If the issue persists, contact your bank or try another payment method.
02. Shipment FAQs
Q: How long does delivery take?
A: Standard shipping takes 5–12 business days, Express shipping 2–5 business days. All orders are processed within 1 business day (orders after 4pm Friday are processed the following Monday).
Q: Do you offer free shipping?
A: Yes – free standard shipping on all Australian orders over $129. For orders under $129, a flat $13 shipping fee applies.
Q: Can I track my order?
A: Absolutely. You will receive a shipping confirmation email with a tracking number once your order is dispatched. Track your parcel directly on the Australia Post website.
Q: Do you ship to regional or remote areas?
A: Yes, we ship across Australia, including regional and remote locations. Please note that delivery to these areas may take slightly longer than the estimated times.
Q: What if I entered the wrong delivery address?
A: Contact us immediately at info@ozvape.net with your order number and the correct address. If the order hasn’t shipped yet, we can update it. We are not responsible for parcels sent to an incorrect address provided by the customer.
03. The order
Q: What is your returns policy?
A: You may return an unused, unopened product in its original packaging within 7 days of delivery. Please contact us first to initiate a return. Sale items are non‑refundable.
Q: How do I return a faulty product?
A: All products come with a 90‑day limited warranty covering manufacturing defects (battery failure, device dead on arrival, workmanship issues). Email us at info@ozvape.net with your order number, a description of the problem, and a photo/video of the defect.
Q: How long does a refund take?
A: Once we receive and inspect your return, approved refunds are processed within 1–6 business days back to your original payment method.
Q: Can I exchange a product for a different one?
A: Yes. The new product must be of equal or higher value. You pay any price difference; we do not refund the difference if the new product is cheaper.
Q: What is not covered by your warranty?
A: Normal wear and tear, accidental damage, misuse, exposure to liquids, tampering, use of non‑compatible accessories, and subjective satisfaction are not covered.
04. Returns, exchanges and complaints
Q: Why do I need to verify my age?
A: Australian law requires us to sell vaping products only to adults aged 18 years or over. Age verification is mandatory at checkout and may involve checking your ID or using an electronic verification service.
Q: Is my personal information kept private?
A: Yes. We comply with the Australian Privacy Principles. Your data is used only for order processing, age verification, and customer service. We never sell or trade your information.
Q: Can I buy as a wholesale customer?
A: Yes, we offer wholesale pricing for retailers and businesses. Please contact us at info@ozvape.net for a wholesale account and pricing.
05. Product & Technical Questions
Q: How many puffs does each device provide?
A: Puff counts vary by model. For example, the ALIBARBAR INGOT 9000 offers up to 9,000 puffs, and the INGOT 15000 offers up to 15,000 puffs. Refer to the product description for each device.
Q: Are your devices rechargeable?
A: Some models (like the ALIBARBAR STAR series) are rechargeable via USB‑C. Others, like the INGOT 9000, have a built‑in non‑rechargeable battery calibrated to match the e‑liquid capacity.
Q: Do your devices leak?
A: Our devices are designed with leak‑resistant construction. However, improper storage (e.g., extreme heat or pressure) may cause leakage. Always store your device upright in a cool, dry place.
Q: How do I know my device is genuine?
A: Purchase only from authorised retailers like ALIBARBAR VAPE Australia Store. Our products are sourced directly from official distributors. If you have concerns, contact us with the batch number for verification.
06. Account & Support
Q: Do I need to create an account to order?
A: No, you can check out as a guest. However, creating an account allows you to track orders, view history, and download invoices.
Q: How can I contact customer support?
A: Email us at info@ozvape.net. We aim to respond within one business day. For urgent matters, please include your order number in the subject line.
Q: Do you have a physical store?
A: We operate primarily online with fast shipping across Australia. We do not have a public retail storefront, but our support team is available to assist you.
Q: What if my question isn’t listed here?
A: Feel free to email us. We’re happy to help with any other questions you may have.
Important Notice: Misrepresenting your age is a violation of our Terms of Service and may constitute a legal offence. All orders are subject to further age verification during the checkout process.