Frequently Asked Questions

  • Warranty
    • My vaporizer is faulty
      • If you are having problems with a faulty vaporizer, please submit a warranty claim by filling out our warranty form .
    • I received a broken, incorrect or missing item.
      • I received a broken, incorrect or missing item. If we made a mistake when packing your order, we sincerely apologise. If you received the incorrect item, a broken/defective product, or we forgot to include something in your package, please let us know by using our contact form. Please provide photo evidence where applicable.
  • Store Pick Up
    • I live in Brisbane. Can I pick my order up to save on postage?
      • Yes! We offer a store pickup option at the checkout for customers who live in Brisbane. Simply select “store pickup” in the shipping options when you check out. Your order will be held for collection at our Brisbane warehouse. You should receive a confirmation email with our address and instructions for picking your items up.
  • Shipping
    • I live in Brisbane. Can I pick my order up to save on postage?
      • Yes! We offer a store pickup option at the checkout for customers who live in Brisbane. Simply select “store pickup” in the shipping options when you check out. Your order will be held for collection at our Brisbane warehouse. You should receive a confirmation email with our address and instructions for picking your items up.
    • How discreet is your shipping?
      • All orders ship from our warehouse in plain satchels, with the sender’s name simply written as “AV”. There is no mention or indication of your parcel’s contents. If you cannot have a parcel sent to your home or workplace, Australia Post parcel lockers are free and a discreet alternative.
  • Payment
  • General
    • I have some questions about vaporizers.
      • We are always happy to answer any questions you have about vaporizing or vaporizers themselves. You can check out our buyer’s guide or read the many helpful articles on our blog if you need some information about vaporizing, different types of vaporizers, recommendations, or vaporizer care. If you’re still unsure and would like to speak to someone, please get in touch using the contact us form.
  • VapePoints
  • Vape Troubleshooting
    • I’m not getting any vapour
      • Vapour is much thinner than smoke, and as such it can be very difficult to see or detect. If you are underwhelmed with the amount of vapour you are getting from your device, it may not mean that your vaporizer is faulty. Temperature, draw speed, grind consistency and the type and moisture content of your blend all play a part in the kind of vapour your device produces. If you want more or thicker vapour, try these tips:
        • Increase the temperature of your device.
        • Make sure that your blend is ground to a fine consistency.
        • Make sure the chamber is packed full but not too tight.
        • Slow down your draw speed. Taking slow, full draws allows more time for heated air to pass through your blend.
        Think your vaporizer may be faulty? Please submit a warranty claim here .
    • My vaporizer’s battery doesn’t last very long.
      • Battery life is hugely dependent upon what temperature you're running your device at, as well as your draw speed. Drawing enough current to heat a tiny device to temperatures well over 180 degrees C is very demanding on a single or dual-cell lithium battery. Most vaporizer manufacturers will state their battery life based on continuous use running at a low temperature. This means running the vaporizer non-stop and not letting it cool down. If it needs to reheat from a cold state this will consume more battery than usual. It is also, sadly, quite normal for lithium batteries to deplete over time, and most manufacturers do not cover this under warranty. Please see our article Vaporizer Battery Life for more information.
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