Vape Merchant NZ
Customer Service
We're here to help. Reach us by phone, email or live chat — or visit any of our 13 stores across New Zealand.
Phone
0800 11 57 57
Mon–Fri: 9am–5pm NZST
Email
customerservice@vapemerchant.nz
Mon–Fri: 9am–5pm NZST
Quick links
Track your order
Once your order has been shipped, a tracking number will be emailed to you. Use this to track your delivery via NZ Post.
Track on NZ Post →
Shipping information
Free express shipping NZ-wide on orders over $30. PHIX 2-hour delivery available in Auckland, Nelson and Linwood.
View shipping info →
Returns & refunds
Returns accepted within 14 days for faulty or defective products. Proof of purchase required.
View returns policy →
Warranty information
All devices come with a manufacturer warranty. Contact us with your proof of purchase if you have an issue.
View warranty info →
Store locations
13 stores across New Zealand. Free same-day Click & Collect available at all locations.
Find a store →
Job vacancies
Interested in joining the Vape Merchant team? View our current vacancies across all NZ stores.
View vacancies →
Age verification
Verifying your age before we ship
Why we verify
All our products are R18. Customers are required to pass age verification before their order can be shipped.
How it works
Age checks are handled by CloudCheck, a third-party verification service from GBG. It's a simple process — just confirm your identity using a valid NZ Driver Licence or Passport. CloudCheck is built to protect your privacy, using your ID only to confirm your age. If verification fails, your order is cancelled immediately.
Important information
NZ Vaping Laws 2025
The NZ Government has introduced new regulations from June 2025, including tighter rules on promotions, product visibility, and a full ban on disposable vapes. Stay informed.
Read more →
Our commitment to responsible retailing
Vape Merchant is R18 only. Customers are age-verified before their order ships, using CloudCheck (GBG) — a secure process that protects your privacy while confirming you're of age. View our responsible retailing policy.
Read more →