Contact Us

  • If you have an account with us, you can check the status of your order(s) here.

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Orders

  • Orders can be placed via our website or by calling us on 1300 088 112 between 9 am and 5 pm AEST Monday to Friday.

    Please note that phone orders can only be paid for by credit card or bank deposit. ZipPay and Paypal are only available for online orders.

  • Order confirmations are automatically sent once the order has been placed. Please be sure to check your junk folder as confirmations often end up there. If you are unable to find it, please get in touch with us to confirm your order and to have your confirmation email resent.

    Please note many of our Gmail customers have found our emails are being directed to their “Promotions” folder.

  • Please get in contact with us as soon as possible by phone or email with your order number and any changes that need to be made. For same day dispatch orders, please get in touch with us before 1 pm to ensure changes can be made before your order is dispatched.

  • Yes, please get in touch with us so we can send you an invoice or a code for combined shipping.

    Please note our platform only allows for one discount code to be used at a time, so the combined shipping code won’t work with sale discounts.

  • Orders can be combined as long as they are being dispatched on the same day. Please get in contact with us.

  • Yes, please get in touch with us before 1 pm on the day of dispatch.

  • We apologize for any packing errors and endeavour to fix them as soon as possible. Please get in touch with us and send through a photo of what you have received.

  • We’re sorry to hear it, please get in touch with us so we can get a working product to you as soon as possible. If you have purchased a vaporizer, please complete our warranty form here

Payment

  • We accept credit cards, bank deposit, Paypal and zipPay.

  • Bank deposit payments can be made through banking apps, online banking or via a cash deposit at your local branch. You will need to reference your payment with your order number to identify the funds as yours. Our account details are:

    Account Name: Australian Vaporizers

    Bank: Commonwealth Bank

    BSB: 064 401

    Account Number: 1074 3306

  • Cash deposits are accepted via the “bank deposit” option.

  • Occasionally, Paypal transactions are processed via eCheck which can take up to 5 business days to clear. These often occur when credit card or account details have expired or are invalid. We encourage you to check your Paypal account or get in contact with them directly. We are unable to send orders until payment has cleared.

  • You will need to create an account and be approved before you are able to use zipPay. For more information, visit our zipPay page here or their website.

Shipping

  • All orders placed before 1 pm (AEST) are sent the same day. Orders placed after 1 pm and on weekends are sent the following business day.

  • Unfortunately we don’t offer same day delivery at this time.

  • Unfortunately we don’t offer Saturday delivery at this time.

  • Yes, we ship worldwide via express courier. 

    COVID UPDATE - INTERNATIONAL SHIPMENTS ARE CURRENTLY SUSPENDED

    Please note we are currently unable to ship to the UK, New Zealand, Russia, India, Thailand and Brazil due to customs complications with previous orders. Orders including spare batteries are unable to be sent due to customs restrictions and we advise against ordering herbs or essential oils.


  • Once your shipping address is added in the checkout, shipping quotes will appear. These prices are determined by weight, so adding or subtracting items in your order will increase or decrease the price.

  • We offer letter, regular and express shipping options. For an accurate shipping estimate, please enter your shipping address at checkout or visit Australia Post's website.

    All orders are sent from our warehouse in Newmarket, Queensland. Once your order is sent, you will receive a tracking number with your shipping confirmation to track the progress of your parcel. 

    Please note letters cannot be tracked and Australia Post can experience delays during busy holiday periods such as Black Friday/Cyber Monday and Christmas.


  • All orders are sent in plain satchels via Australia Post. The company on the return address is simply written as "AV".

  • Yes, all regular and express orders are sent with signature required on delivery. If you would like your order to be sent with authority to leave, please get in contact with us after you place your order.

  • Shipping confirmations are sent automatically by our system in the afternon of the day of dispatch. We recommend checking your junk folder as our emails often end up there. If you are unable to locate it, please get in touch with us and we will have it resent for you.

  • Auspost’s tracking system can occasionally fail to update. Please rest assured that orders are usually still delivered on time regardless. If however your order is taking longer than the estimated delivery time frame, please contact us.

  • If any changes need to be made to your address, please get in touch with us as soon as possible to ensure there are no shipping issues. For orders that have already been shipped, we are unfortunately unable to change the address for you. We recommend using Australia Post’s redirect option via their website. For more details, please see here.

  • If you have received your shipping confirmation, your order can be tracked via Australia Post’s website with the tracking number provided. You may find that your order was redirected to the post office if you weren’t home to sign for the delivery. If you are unable to track your order or it hasn’t arrived within the estimated delivery time, please get in touch with us.

  • Our storefront is currently closed and the pick up option isn’t available, we apologize. All orders are currently shipping from our Newmarket warehouse and a free shipping option is available for Brisbane locals. For the latest updates, please see here.

Returns and Exchanges

  • We accept returns of unopened and unused products within 14 business days of delivery. Please complete the return form here.

  • We accept returns of unopened and unused products within 14 business days of delivery. Please complete the exchange form here. Once we have received your product, store credit will be issued to purchase the correct product.

  • We are unfortunately unable to accept returns of used vaporizers, as per our terms and conditions.

    If your unit isn't operating correctly, please get in touch with us. If it is displaying a fault, please complete the warranty form so we can make a claim for you.

Products/General

  • Unfortunately we don’t sell gift vouchers at this time.

  • No, we specialize in dry herb vaporizers.

  • We unfortunately aren’t able to special order parts or order in parts for vaporizers we don’t stock.

  • Yes, we are able to price match other Australian online retailers selling genuine Australian units. Please email us with a link to the site you’d like to price match from and we will have a discount code created for you.

    Please note this only applies to vaporizers and grinders, not accessories or parts.

Sales and Promotions

  • Yes, we do. If you’d like to be notified when the sale starts, we recommend signing up for our newsletter. The sign up field is located on the bottom of every page.

  • Unfortunately we aren’t able to discount orders placed before the sale begins or orders that have already been dispatched. This applies to all sales offers, including free gift inclusions. 

  • Unfortunately our platform only allows for one discount code to be used per order, so only one discount can be used at a time. 

Vaporizers

  • A vaporizer is a device which heats up herbs to a temperature at which they release their active ingredients into vapour. This vapour contains almost none of the toxic elements found in smoke. See our 'What is Vaporization?' page for more information.

  • When herbs are heated to a certain temperature their active ingredients begin to boil and are released. As the temperature used is low, the herbs do not get burned and there is little or no smoke created. The vapours which are released are much more concentrated and cleaner than smoke.

    • Minimal Odour - ideal for use in small, shared or unventilated rooms.

    • Efficiency – You will actually use far less herbs for the same effect. Burning the plant material actually burns over 40% of the active ingredient as well. Vaporizers are far more economical than traditional methods of smoking.

    • Reported Health Benefits - Studies have found that vaporizing is easier on the lungs and contains far less harmful carcinogens and tar normally found in smoke.

  • There are two main types of vaporizers: those that use conduction and those that use convection.

    • Conduction vaporizers heat herbs through direct contact with a hot surface.

    • Convection vaporizers heat herbs by passing heated air over them. Convection vaporizers are considered the superior option because they heat herbs more evenly and there is little risk of burning them, which may sometimes occur with conduction vaporizers.

  • The odour produced by a vaporizer is almost non-existent when compared to smoking. Within a few moments of using a vaporizer, most if not all odour vanishes.

  • The vapor material is done when your plant material changes in colour to a much darker color. Practice makes perfect.

  • Yes, you can re-vaporize your herbs to extract any remaining active ingredients.

  • We’re sorry to hear you’re not getting any vapor from your vaporizer.

    Please be aware that despite what you see in videos, vaporizers are not meant to produce dense clouds of smoke. Vapor by its nature is a mist-like substance and can be difficult to see, much like when you exhale on a cold morning and see your breath.

    Furthermore, some strains or batches of material do not produce much, or any, visible vapor at all. Generally speaking, if you can feel the unit heating, your material is discolouring inside the chamber after several draws and you can taste the material, then the vaporizer is most likely functioning normally. However there are a number of things you can do maximise vapor production.

    • Temperature Adjustment - Try a higher temperature if possible.

    • Draw Speed - Most units respond better to slow, deep inhalations.

    • Material Consistency - A fine grind will usually work best for most vapes.

    • Loading the Chamber - If you're only partially filling the chamber, this can have a negative impact on vapour production (especially for smaller portable vaporizers). Try filling the unit between 3/4 and full for best results.

    • Heat-Up Time - Some vaporizers (especially those with quick heat-up) will benefit from being left for a minute or so after heat up has completed. This will heat-soak your material and aid vapour production.

    • Try a Different Kind or Batch of Herb - As previously mentioned, some types of material are inherently going to produce less vapour. If possible, try a different type or batch to rule this out as the cause of the issue.

    • For more tips and tricks please try the following video guide.

    Lastly, please note that most video vapour demonstrations and photographs are heavily illuminated with a white light and are performed using materials that are known to produce decent vapour production. You can try exhaling directly into a light source and see if there is visible vapour present but please do not be discouraged if you are still not seeing anything.

    If you have any further questions or concerns, please don’t hesitate to contact us.

Warranty

  • Please complete our warranty form here. We will contact you with all the details to complete your claim. If you are unsure of your order number, please put a “0” in the order number field and we will check our records for you.

    Please note in store purchases will need to provide proof of purchase if an order number isn’t available (located at the bottom of the receipt).

  • Once we receive your unit at our warehouse, we aim to complete your claim within 2 - 5 business days. We will contact you once your assessment is complete and if a replacement is issued, it will be sent to you via express post.

    Please note these times may vary during busy sale periods.

  • If we are able to confirm the fault, a brand new replacement unit will be issued and sent to you via express post.

  • Unfortunately we don’t offer a repair service at this time.