Frequently Asked Questions

Shipping

We have free (normally $10) New Zealand Post shipping for orders over $50 and free (normally $18) DHL on orders over $150. However, DHL is currently refusing to ship vaping products, we have had to turn them off for the time being.

Australia Post is currently experiencing a metro average of 7.1 days in transit but can take a few weeks during busy periods.

Delays unfortunately do happen, these service times are not a guarantee. We obviously want you to receive your package as quick as possible and will do everything we can to ensure that.

A business day doesn’t include weekends, New Zealand public holidays, Auckland/Wellington regional holidays and Australian (and State) public holidays since the package will be travelling through both countries.

Customs should have no reason to stop your order as it is labelled correctly, GST paid, you have supplied us/customs a prescription and packaged safely.

The only other reason customs may hold your package is if you order more than $1000 worth of product. The Australian government requires import duties paid by the receiver on anything entering with this value or more.

To find of out how to upload your script [Click here...]

To find out more about scripts [Click here...]

We sure do!

No, we currently only ship and sell to Australia.

Our warehouse is situated in the North Island of New Zealand. We don’t have a shop front and can only process, package and send web orders. Unfortunately we don’t have the infrastructure in place to offer pick up.

Here is our shipping help centre!

With a few basic details found in your purchase history or emails, you can use this page [Click here...]

E-Liquid

All of our e-liquids contain nicotine, we do not carry 0mg.

If you are after 0mg or VG and PG this will need to be purchased from our sister company, www.wickandwireco.com.au!

We carry unflavoured freebase nicotine with 100mg per ml in 100% PG which is used to add nicotine to flavoured juices.

To view the range [Click here...]

Nicotine strength is the most common question we get asked business wide!

How much do I buy or add? … Well there’s no right or wrong, so this question can be hard. Here we’ve simplified the most common strengths that people use dependent on device to make it a little easier.

Freebase nicotine:

<3mg: Generally seen with DL devices, people who enjoy the flavour and those who enjoy the hand-to-mouth motion.

3mg: On the lighter end, generally used by those with higher wattage, DL devices and higher vapour production.

6mg: Commonly used with both DL and MTL depending on how much throat hit is wanted.

12mg: Primarily used for MTL and heavier smokers looking for a higher throat hit.

>12mg: Used for MTL devices and lower wattage devices where previously a highest cigarette consumption was had.

Salt nicotine in Pod Systems and pre-filled pods:

<20mg: On the lighter side for those not looking for much throat hit.

20-30mg: Still a little lighter but a little more throat hit.

30-40mg: For those looking for a higher amount of throat hit.

40-50mg: Much stronger with lots of throat hit for the heaviest smokers.

Pro Tip: Click the strength level to view the juices that can be purchased in those strength! Don't forget to check the selected strength before adding it to your cart.

You may drift outside of these recommendations but if you’re starting out these ranges are what we most commonly see with our customers.

For the full guide [Click here...]

Wick & Wire Co and Disco Clouds branded e-liquids are all manufactured by the award-winning juice company, Shijin, located in the sunny state of California in the USA. Here, we can maintain stringent quality and safety guidelines as they use a large ISO 7 laboratory to produce both our and their own e-liquid.

We are transitioning to local manufacturing since this stringent level of quality can be achieved right here in the North Island of NZ. So far Not Another Tobacco and Just Fruits have been transitioned.

We also choose the range we stock based on companies that produce their liquid to the same stringent levels as us before even considering the flavours. This is one way to ensure we sell the best products we can. Juices come from all over the world, we have included the country in each listing!

No, unfortunately we do not make the products per order. What is listed on the website, is what we stock.

Most of the time the range is similar if not the same although we are a different company.

The flavours themselves can vary from what you are used to with the post mix 0mg from Australia.

Several reasons for this include different brands of nicotine, not diluted, more steeping and in some cases a different mixing facility.

Our product lines (Wick & Wire Co, Disco Clouds, Not Another Tobacco etc) are mixed in a different facility in another country on a much larger scale, these will be affected too.

Some large manufacturers such as Candy King, The One and the likes may have multiple manufacturing plants that create minor variations in flavour that are unavoidable.

Making a purchase

Most products are restocked before they run out or fairly quickly after running out.

Although occasionally some products are back ordered with the manufacturer due to delays outside of our control, some are seasonal and only around for part of the year and some products might have been discontinued or rebranded.

The best option to find out when it is available is to click the ‘Notify Me When Available’ button under the ‘SOLD OUT’ sign and enter your email. This also helps us decide what products customers want back!

This is automated and when it is back in stock you will receive an email notifying you.

We do not give ETA’s out over emails as shipping delays are common.

PayPal no longer offers financial services to vape businesses. For more info [Click here...]

We currently only can accept Card payments and temporarily Poli Pay. We are working to add more. Once added they will be available through the checkout process.

The charge on your credit or debit card may display as 'USB Cable Shop Australia', this is nothing to be concerned about.

Of course, we offer a limited curated range of reliable and well-priced starter kits. Although, we don’t carry the full range of our Australian sister company as import fees into New Zealand are generally higher than Australia.

Head over to the 'My Rewards' page in the top right or bottom left. Choose your coupon, redeem and apply the discount code!

My Rewards and all the FAQs [Click here...]

A full guide on how to use your points [Click here...]

Prescriptions

You can chat to your local GP or use an online service like QuitClinics.

We will send your order as you supply it. It will be at your own risk since it your responsibility to ensure what you are doing is legal in your country.

It may get confiscated or it may not or you may be asked to supply it.

During checkout there is a big hyper yellow button, hit upload, select the script and Bobs your uncle.

For a more in depth version [Click here...]

No, we are based in New Zealand and are not qualified to decide on behalf of Australian Border Force. We have very little access to your prescription.

Emails are not as protected as the the upload option, please make sure to use that upload feature.

We may not be able to get your script to the packing team in time and is harder to protect your medical information.

After Placing Your Order

We aim to ship orders as fast as humanly and unfortunately the customer service team may not see your email in time.

Reply to your order confirmation or use the Contact Us section, include your order number and the changes you want to make as soon as possible to see what options are still available.

Please note that emails sent outside business hours may not be seen until after packing has already commenced even if the changes are sent minutes after an order is placed. Please choose wisely.

We aim to ship orders as fast as humanly and unfortunately the customer service team may not see your email in time.

Reply to your order confirmation or use the Contact Us section, include your order number and the changes you want to make as soon as possible to see what options are still available.

Please note that emails sent outside business hours may not be seen until after packing has already commenced even if the changes are sent minutes after an order is placed.

We may be able to retrieve your package from the local courier but fees will apply. Please choose wisely.

Most likely not, the local couriers collect many times a day and orders often only sit for an hour or two at most.

It may take up to 8 hours for the first scan once it reaches the depot after the couriers have finished all their runs for the day.

Reply to your order confirmation or use the Contact Us section as soon as possible letting us know of the changes.

If we are able to change the label before sending your package, we will.

However, if the customs paperwork has been approved, we cannot change it. The receiver (yourself) is the only person that can redirect the package.

You can contact DHL on 13 14 06, Australia Post on 13 76 78 or NZ Post on 0800 501 501

Order Confirmation is sent instantly, your tracking is sent the moment that it is available and all emails are responded to within 1-2 business days.

If you have been waiting longer that, please check your spam and junk mail folders.

One email is perfect if you have provided the information we need. We reply to the oldest email first, sending new emails unfortunately puts your email chain in the newest spot.

Reach out to via the Contact Us page or reply to an email about your order.

Please ensure that you include your order number or tracking number to ensure we can help you as quickly and efficiently as possible.