Delivery

How long will my order take to get to me?

We believe that quality is also about availability. We hold our stock in our Auckland warehouse and proudly offer 1-3 day shipping throughout Australia and New Zealand.

Our orders are processed mornings and afternoons on business days. 

    OVG ships our packages with, Courier It (NZ) and DHL (AUS). We have found these companies to be the most cost effective and efficient.

    Courier It aims for 1-3 day delivery. DHL aims for 1-2 day delivery. Orders will not be shipped on weekdays or public holidays.

    If you have a problem with your item arriving, but you can see the tracking details as being active, we recommend you contact the relevant courier company with the tracking number you have been sent. They work independently from us, so we can not control their service (even though we would like to!) However please get in touch if your parcel does not arrive and we will organise a refund or replacement.

    How much does shipping cost? 

    New Zealand
    For orders under $150, shipping is $10. For orders over $150, shipping is free. 
    Australia
    We offer a tracked courier service with DHL throughout Australia for $25.
    Wholesale
    For wholesale orders under $750, shipping is 2.5% of the total cart value. For orders over $750, shipping is free. This is excluding taxes. 

    My delivery is taking along time to arrive

    Please remember that once the packages have left OVG, all control over delivery times is held with couriers and we do not accept any liability for costs associated with delivery delays.

    Keeping track of the package and following up with the courier company regarding delays or redeliveries are in the hands of the customer. Unfortunately we get a lot of orders and do not have the time to check up on the courier companies delivery of each and every package.

    If your item is missing, please flick us an email at office@ovg.co.nz and we will either get this sorted, or offer you a refund / replacement.

    Returns

    Change of mind refunds or exchanges

    Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    To be eligible for a refund or exchange, your item must be unused and in its original packaging. If you would like to receive a refund or exchange your unused product for a same priced item (minus shipping costs), send us an email at office@ovg.co.nz. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange. If your refund is approved, then it will be processed, and a credit will automatically be applied to your original method of payment. If your exchange is approved, we will contact you to ship your exchanged item.

    Faulty product refunds or exchanges

    Our faulty returns warrantee lasts 3 months. If 3 months have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    To be eligible for a refund or exchange on a faulty product, your item not be damaged from poor customer care. If you would like to receive a refund or exchange your product, send us an email at office@ovg.co.nz. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange. If the product is damaged due to poor customer care, we reserve the right to reject your refund or exchange. If your refund is approved, then it will be processed, and a credit will automatically be applied to your original method of payment. If your exchange is approved, we will contact you to ship your exchanged item. If the product is damaged due to a quality issue, we will refund you your shipping cost.

    Sale items (if applicable)

    Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

    Shipping your items back

    To return your product, you should mail your product to: Oceania Vape Group C/O Vape Bandit, Unit B5, 1066 Great South Road, Mt Wellington, Auckland, 1060.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless otherwise stated.

    Depending on where you live, the time it may take for your product to reach us may vary.

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

    Late or missing refunds

    If you haven’t received a refund yet, don't be alarmed. Refunds can take up to 7 days to process. 

    If after 7 days, you have still have not received your refund, please contact us at office@ovg.co.nz.