Frequently Asked Questions

Shopping at The Vape Store

Shipping Information

Do you have FREE SHIPPING?

We sure do!

All orders $75 and over are instantly eligible for Free Shipping. You don't have to do anything at all for this to happen. If you'd like to add Signature on Delivery for peace of mind, it's an extra $2.95.

Want it to ship Express Post even if you've got Free Shipping? No problem! You can add this option for just $4.50 instead of the usual $10.95.


How much does shipping cost?

Our shipping price is a flat rate of $8 for any order through our site under $75. Free shipping is automatically applied for all orders over $75.

Signature on Delivery is available as an option for all packages at a cost of $2.95.

Australia Post recently altered their delivery methods and now will do a "Safe Drop" for all parcels that do not include Signature on Delivery. If your postal delivery person does a Safe Drop and your item goes missing, unfortunately this can only be chased up with Australia Post by the recipient (yourself) and not the sender (us). Contact Australia Post on 13 76 78 with your tracking number to follow up missing items. You can request a photo of the item and where it was left from Australia Post.


How long will it take for me to receive my order?

Your package is dispatched from our warehouse in Collingwood, Victoria. We use Australia Post and in most cases you will see your order one day after dispatch if you live in a major metropolitan area in your state and choose Express Post.

To give you some idea of when you can expect your order if you choose Express Post, here's the average shipping times for each capital city in Australia (if you place your order before 9.00 am EST - otherwise add an extra day if you order after that time).

Melbourne: Next Day
Sydney: Next Day
Brisbane: Next Day
Canberra: Next Day
Perth: 2 days
Hobart: 1 - 2 days
Darwin: 2 days


Can I cancel my order before it ships?

We will happily cancel any unshipped orders up until the time that the order is due to ship out from our warehouse (generally at around noon EST).

Please phone us ASAP on the number provided at the top of our website with your name and order number to cancel an order that has not yet been shipped.

Items that have left the warehouse can no longer be cancelled, and recalling an item through Australia Post generally takes a lot longer than delivery. We suggest contacting us regarding a Change of Mind return (see below), and if allowed, accepting delivery and sending the parcel back to us.


Can I have my order sent to a Parcel Locker?

We can ship to a Parcel Locker, provided we can verify your identity.

As The Vape Store sells a restricted product, we are required to have identification verified if a customer wishes for their items to be sent to a Parcel Locker. We will request identification be provided before we ship your order. Only identification that provides photographic proof is acceptable. This includes:  

  • a state government issued Proof of Age card
  • a driver’s licence or learner’s permit
  • an Australian or international passport. 


Payment Options

What payment options do you accept?

The Vape Store accepts payments via credit card (through Merchant Warrior), POLI Internet Banking, various Buy Now, Pay Later services and even cryptocurrencies.


What cryptocurrencies does The Vape Store accept?

The Vape Store accepts Bitcoin, Bitcoin Cash, Dai, Ethereum, Litecoin and USD Coin payments.


Is my information secure while using your site?

Your information is secure while using The Vape Store website.

The Vape Store's website is secured by Shopify. Shopify security includes PCI-DSS Level 1 compliance with all payment methods, including certification of this from both VISA and MasterCard.

We use secure servers for our website (SSL), hence you should see https:// before the address of this page in your web browser address bar, along with a padlock icon. Our SSL certificate is provided by Let's Encrypt Authority X3, and details of the certificate can be obtained by clicking the padlock icon in your web browser address bar. Shopify's back-end SSL certificate is provided by DigiCert SHA2 High Assurance Server CA.


Do you retain my payment information following a purchase?

The Vape Store does not retain payment information following a purchase. We do not have access to credit or debit card numbers, bank account numbers, etc.

When making a purchase from The Vape Store, your bank or card issuer makes an authorisation against the funds required to complete the purchase, allowing us access to those funds and only those funds. When we verify that we have items in stock we capture that payment. We are unable to capture additional funds over and above the amount authorised.

Please consult our Privacy Policy for more information.


Returns Policy

What is your store's returns policy?

We aim to sort out any issues you have, and you can always contact us at or via telephone at the number listed at the top of this website. If an error has been made in your order (e.g. a missing or incorrect item) please contact us immediately and we will rectify in our next shipping cycle.

Returns are accepted dependant upon some terms and conditions. If a product is faulty immediately then a refund or replacement will be issued once we have received and assessed the item. We offer a further refund or replacement warranty on all of our products, depending on the item. In some cases the item will be replaced with a 'for-like' product depending on availability (we will always liaise with you before doing this).

Australian law provides some guarantees for purchasers regarding faulty items. However, returns are not necessarily allowed if any of the following apply:

  • The product's condition has been worsened by the use of the product.
  • There has been significant use of the product.
  • The product has been used incorrectly.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

E-Liquids contain food grade ingredients and as such are non-returnable. Atomisers ("coils") are disposable items and as such only a Dead On Arrival (DOA) warranty is provided. Please contact us within 24 hours if an atomiser is DOA. DOA warranties are only valid if correct use has been applied (i.e. proper "priming").

If more than three months have gone by since your purchase, your product reverts to the manufacturer's warranty. Information regarding manufacturer warranties can be found in the product box or on the manufacturer's website, and The Vape Store is happy to assist with these warranty claims.


How do I submit a request for a return?

Faulty Products

Potentially faulty products must be accompanied with the following information:
(1) Your full name and order reference number;
(2) A brief overview of what you wish to return and why you believe it is faulty;
(3) Any steps you have taken to alleviate the fault;
(4) Your desired resolution (refund, replacement, etc.)

(Please note that whether or not you receive a refund or replacement, or any other form of resolution, is at the discretion of The Vape Store. Generally faulty products will be replaced rather than refunded.)

Incorrect Item Received

If we have sent an incorrect item in an order, please notify us as soon as possible and we will rectify the issue. We may or may not request the incorrect item to be returned to us, and this must be in an unused condition and is at our discretion. 

Item Arrived Damaged

If your item arrives damaged during transit, please notify us as soon as possible and we will rectify the issue. We may or may not request the incorrect item to be returned to us, and this must be in an unused condition and is at our discretion.

Change of Mind

Change of mind return requests can be made here and are entirely at our discretion. These items must be unused and in their original sealed packaging. Any used change of mind return requests will be rejected.


As e-liquids contain food grade ingredients we cannot accept a return on these items.

All return requests must be accompanied by an explanation of the reason for return as well as supporting images (incorrect item, fault in question, etc.). Return requests without these may be rejected and more information sought. Resolution is at the discretion of The Vape Store.

Submitting a Return Request

Please email with all relevant information, and we will get back to you within 24-48 business hours.

(1) Your full name and order reference number;
(2) A brief overview of what you wish to return and why you believe it is faulty;
(3) Any steps you have taken to alleviate the fault;
(4) Your desired resolution (refund, replacement, etc.)


Will I be reimbursed for the cost of shipping my item back to you?

You will be responsible for the return postage cost of your items in some instances. We will be accept the return postage cost of your item to you should it be deemed not faulty, and for any return postage costs of your replacement item should your returned item be deemed faulty.


Am I able to return my item if I've changed my mind about it?

We reserve the right to accept or deny "change of mind" ("buyer's remorse") returns at our sole discretion. These returns will only be accepted if the item is unused and unopened in its original packaging.


When will I receive my refund?

If you are approved for a refund rather than replacement, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 48 hours. Please note that depending on your card issuing bank or method of payment, refunds could take several days to be applied to your account.


I received Doublers instead of Singlers (or vice versa). Why?

Our juice manufacturers frequently label their bottles of juice as 'Doublers' as that is often how they are provided to us originally. If you have ordered a Singler and it states Doubler on the label, check to see if the bottle is filled up. If it is full, it is a Singler. We mix each order according to your specifications, but the labels unfortunately remain the same.


I received 50/50 Singlers instead of High-VG Singlers (or vice versa). Why?

Our juice manufacturers frequently label their bottles of juice with the ratio of the Doubler mix - that is how they are provided to us originally. If you have ordered a High-VG Singler and it states 50/50 on the label, the label is inaccurate. We mix each order according to your specifications, but the labels unfortunately remain the same.


What Is Vaping?


The Basics

How does a vape device work?

A vape device is made up of three parts: the battery, the tank and the coil.

The battery powers the device, which heats up the coil, which takes juice from the tank and turns it into vapour. You inhale and then exhale this vapour in much the same manner as inhaling from a cigarette.

The coil itself is made from wire and cotton. It sits at the base of the tank, which is filled with your e-liquid. The juice soaks into the cotton within the coil, and when you hold down the button on the battery, the wire heats up and turns the juice on the cotton into vapour. After you've finished inhaling, more juice from inside the tank soaks into the cotton.

All e-liquid vapes work in this basic manner, with the differences coming in the amount of power required by the device for certain tanks and coils to run.


How long will my bottle of e-liquid last?

This question differs based on a number of factors. These include the device in use, the tank and coil in use, the liquid you're using and the way you vape.

In a pen-style starter kit, you'd expect to get at least a week out of a 30ml bottle of e-liquid. In a high-wattage kit, this same 30ml bottle may last you only a day or two, especially if you use it often.

Unfortunately we can not give concrete details about how long your e-liquid will last due to this large number of variables. A low-powered starter kit will always use less e-liquid, though, and as you work your way up in power and wattage you will use more e-liquid.


How long will my coil last?

Again, there are a number of factors which affect coil life, including the juice you use, the power or wattage you are vaping at, how often you vape, and how long your inhale is.

A general rule of thumb is that a coil, properly primed, should last you between 1-2 weeks. Some coils will last less than this, and some will last longer.


When do I change my coil?

Coils can be changed whenever you'd like, but generally they will be changed for one of three reasons:

  • The coil continually tastes burnt when you vape.
  • The coil is difficult to inhale from or may have become clogged or flooded.
  • The flavour is not as good as it used to be.

If any of these are true, you may choose to change your coil to enhance performance.


You say a coil must be "properly primed". What does that mean?

Priming a coil is the process of ensuring that a coil has been fully saturated with e-liquid so that it does not dry burn when it is first used.

There are different ways to prime a coil. Some people prefer to drop some liquid directly onto the cotton contained in the coil, then fill up the tank and vape. This will generally work fine, however you must be careful not to oversaturate the cotton when doing this as it can lead to the coil being flooded. When this happens, you'll hear a lot of spitting and gurgling when you fire the device, and this may not go away, resulting in another coil change almost immediately.

We recommend to customers that they insert a new coil, put the tank back together and then fill the tank with e-liquid. At this point, the tank must be left for a period of time - five minutes for starter kits, 10 minutes or longer for larger sub-ohm tanks and advanced kits. Simply put it aside and leave it alone.

If you have a starter kit, you can start taking short puffs on the device now to 'break in' the coil. Over the course of the next few minutes, it will start to take more juice into the cotton, give off more flavour and become easier to inhale through. If this occurs, then you have primed your coil properly!

If you have an adjustable wattage kit, you should set your device to the lowest wattage recommended for the coil you're using. Usually a coil will have a wattage rating written on its side, or on its box (e.g. "40-60W"). You can now follow the above instructions - take short puffs for the first few minutes, and gradually turn up your wattage 5-10W at a time until it's at the point that you prefer.

Congratulations! You've now successfully primed your coil and extended its life. Happy vaping!


Do I need to change the coil when I swap flavours?

You do not need to change the coil when you swap flavours. On occasion, a strong flavour (particularly a darker juice, or a tobacco-flavoured juice) may reside in the coil for a longer time and you may prefer to swap coils at that point. Most flavours, however, will take over from the old juice on the coil after a few minutes of vaping.

Following the steps we've detailed on cleaning your tank when you swap flavours will also cause less of your previous juice to be present in the tank.


How do I clean my tank?

We recommend cleaning your tank out once per week in the following manner.

Additionally, if you find that your tank is leaking a little bit either at the base through its airflow holes, or at the top due to condensation from the vapour, giving it a proper clean can help to alleviate those issues.

Most tanks can easily be disassembled. Just unscrew the top section of the tank and the bottom section of the tank, and remove the coil. Put the coil aside and run the rest of the pieces under warm or hot water until clean. Dry with paper towel and ensure that as much moisture as possible has been absorbed. Most tanks allow plenty of space to scrunch up some paper towel and get the centre tubes, glass, bases and caps dry.

Insert your coil again, put all of the parts back together and refill the tank. It should be operating properly at this point unless there are different issues.


Choosing Your Kit

I'm brand new to vaping. Which kit should I choose?

Congratulations on making the switch! We're here to help.

If you're brand new, you should read "The Basics" section above to get a little bit of knowledge about vaping, and how vape devices work. Once you've done that, go to our Beginner Kits page.

All of the kits on the Beginner Kits page are suitable for new vapers. We recommend the Innokin Endura T18 II Starter Kit for most people who want a vape that's very similar to inhaling from a cigarette. But there are plenty of options, so choose what appeals to you.


Is there anything else I need to buy?

When buying a kit, you will also need to buy e-liquid to go into it.

We also recommend buying replacement coils. Check the "You Will Also Need" box on the page for the kit you're buying, which will provide a direct link to the coils you need to buy.

Some kits also require external batteries (18650 or 21700 batteries). This will be specified on the product page for each kit, and a direct link will also be provided in the "You Will Also Need" box. Generally, most basic starter kits have a built-in battery and do not require this purchase, but please make sure before buying.

We stock replacement parts for most kits available from our store, including replacement glass, drip tips (mouthpieces) and more. These are available in the Accessories section of our site.


Which e-liquid should I buy? And what are Doublers and Singlers?

This is all down to your personal taste, but if you need a guide then it's a good idea to check out our Top 20 Juices. This will give you an idea about some of the most popular flavours we sell.

When you decide upon a flavour, you'll see a drop-down menu which asks if you'd like a Singler or a Doubler. This can be confusing, but basically:

  • If you're adding nicotine, choose a Doubler.
  • If you're not adding nicotine, choose a Singler.

You should read more about Doublers and Singlers to get more familiar with them before making your purchase. Check out our Blog for more information: What are Doublers and Singlers?


What about nicotine?

It is illegal to supply nicotine in Australia. We do not provide nicotine to anybody, regardless of circumstances.

If you choose to use nicotine in your liquids in Australia, you’ll need to obtain a prescription from a medical professional and then either import it for personal use or head to your local pharmacy and discuss your options with them.

Nicotine is listed as a Schedule 7 Dangerous Poison, and as such is not available for sale within the country. Why is it available in cigarettes, you ask? There’s exemptions in Australian law allowing the sale of nicotine “in preparations for human therapeutic use or in tobacco prepared and packed for smoking”. Since electronic cigarettes are not an accepted smoking cessation device, there’s currently no exemption that exists for the sale of nicotine for this purpose.


Safety & Laws

Do I have to be over 18 to shop with The Vape Store?

Yes. From 1 August 2017, the Tobacco Amendment Act 2016 will amend the Tobacco Act 1987 to regulate all e-cigarettes in the same way as tobacco products. As such, you must be over the age of 18 to purchase our products. We utilise fraud tracking software and undertake age and identity checks on all customers. We may request identification be provided before we continue processing an order. 

Only identification that provides photographic proof of age is acceptable. This includes:

  • a state government issued Proof of Age card
  • a driver’s licence or learner’s permit
  • an Australian or international passport. 

We DO NOT accept Student IDs. It is against the law to use a fake ID to purchase restricted products. If you are under 18 and you are caught doing this you may be reported to the relevant authorities. You could be fined $233.19 on the spot or be convicted by a court and have to pay as much as $777.30.

If we have requested identification and you do not provide it within 48 hours your order will automatically be cancelled. 


Is vaping safe?

If you're not a smoker, we generally don't recommend that you start vaping.

Vaping is used primarily as a smoking cessation method for entrenched smokers. People who have tried other methods of quitting but failed to give up smoking, including patches, lozenges, sprays, medication, hypnotherapy and cold turkey, often find that vaping is the way to go.

Vaping gives many long-term smokers exactly what they need to quit - the hand-to-mouth action of smoking, the inhale of vapour, and the visual exhale of a cloud. This covers the mental hurdle of quitting; adding nicotine into your e-liquid covers the physical cravings, too, however nicotine can be avoided by many who are simply addicted to the action.

For people looking to quit smoking, vaping is a great option and should be considered.

While we're not legally allowed to say it's "safer than smoking", here's a report from Public Health England, a government association, which states that vaping is at least 95 per cent safer than smoking. Read the report and make up your own mind. There's plenty of other independent research out there, too.


What is Propylene Glycol (PG)?

Propylene Glycol is an organic liquid compound, colourless and odourless with a faintly sweet taste. It’s produced from propylene oxide for food-grade purposes, purified at between 150 and 220 degrees with trace amounts of sulfuric acid or alkali, and then further purified to result in the 99.5%+ USP-grade propylene glycol used in e-liquids.

PG is used as a humectant, solvent, and as a preservative for food and tobacco products. It’s in coffee-based drinks, liquid sweeteners, ice cream, whipped dairy products and soft drinks. It’s in many pharmaceuticals that are insoluble in water. It’s also in cake mixes and icings, food colourings and even salad dressings. Chances are, you’ve consumed some propylene glycol during the course of your day.

In e-liquids, PG is the flavour carrier. It’s the slightly thinner liquid (still far thicker than water) in which flavour extracts are delivered; even “Max VG” e-liquids contain up to 10-15% PG. It also creates the “throat hit”, or the roughness on the back of the throat upon inhale that many vapers enjoy, and which makes vaping somewhat similar to smoking. An absence of PG makes for a very smooth liquid with muted taste.

A very small percentage of the population has a sensitivity to propylene glycol. It’s generally accepted that the percentage of people with even a slight sensitivity to PG is between 1.5 and 3.5%, and this is usually only this high among people who suffer from allergic contact dermatitis. PG sensitivity manifests itself mostly in inflamed dry skin or small red dots on the body, but through inhalation can also introduce a dry or sore throat, or a worsening of existing tinnitus (ringing in the ears). These side effects are reported in as few as 1 in 5,000 people, however, so chances are that if you’re experiencing symptoms from vaping, it’s not PG but rather the body readjusting to your quitting smoking.

Oh, and it’s not the “key ingredient in anti-freeze”, despite what the mainstream media would have you believe. That’s ethylene glycol, a highly-toxic substance which is almost completely different.


What is Vegetable Glycerin (VG)?

Vegetable Glycerin, often called Glycerin (with or without an ‘E’ at the end) or Glycerol, is another colourless and odourless liquid with a sweet taste. It’s thick (much thicker than PG) and non-toxic. It’s produced from triglycerides found in plant and animal sources; soybeans and palms are common plant-based sources, and tallow is a common animal-based source. These are treated with ethanol and a catalytic base such as activated carbon or alkali to produce glycerol at the 99.5%+ purity used in e-liquids.

VG is also used as a humectant, solvent, preservative and sweetener for food products. It’s a thickening agent in some liqueurs, as well as a filler in cookies. It’s used in cake icing to stop it from hardening, but so that it can remain thick. It’s found in cough syrups, toothpaste, mouthwash, skin care and shaving products, hair products, soaps, and is the main ingredient in personal lubricants. It’s even used as a replacement or additive to water during film shoots to slow down the drying out process.

In e-liquids, VG is used as the cloud producer. It’s the thicker liquid that is often used in higher-wattage devices as it’s more difficult to wick up onto the cotton coils in low-powered vapes. It reduces throat hit, smoothing out a vape when it’s too harsh. It can also mute a flavour when used in high concentrations, but it’s the main reason you see people blowing large amounts of vapour. If you’re going for “mad clouds”, go high VG.


Is vaping legal?

Vaping is legal in all Australian states.

Vaping with nicotine in any Australian state requires a valid doctor's prescription.

Consult your state's health department laws regarding the specifics of what's legal in your area. These laws change quickly and often as Australian states bring in regulation, so please do your research.

We generally recommend that you do not vape where you can not smoke, and do not vape obnoxiously in public when it can be avoided.