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 →
Frequently asked questions
When will my order arrive?
Standard NZ express shipping takes 2–4 working days. If your order hasn't arrived 3 working days after the estimated delivery date, contact us with your order number.
How do I track my order?
Once your order has been processed and shipped, a tracking number will be emailed to you. Use this to track your delivery via NZ Post.
Can I change my delivery address?
Yes — contact us at customerservice@vapemerchant.nz before your order is processed and we'll update it for you.
Do all stores offer Click & Collect?
Yes. All 13 stores offer free same-day Click & Collect. Simply choose "Pick up in store" at checkout and select your nearest location.
What is your returns policy?
We accept returns within 14 days for faulty or defective products. We do not offer refunds for change of mind. Proof of purchase is required for all returns.
Is there an age requirement to order?
Yes — all products are R18. A valid ID is required on first-time deliveries. Accepted ID: NZ Drivers Licence, Passport, or 18+ Card.
How do I get a refund on a cancelled order?
If you cancel before your order is processed, your bank may hold the funds for 7–14 days depending on your banking provider. Contact your bank for more information.
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. We have strict age verification in place both in-store and online. View our responsible retailing policy.
Read more →