Currently, we offer shipping via Australia Express Post. We process all orders during our working hours, Monday to Saturday, from 1:00 pm till 10:00 pm AEDT.
*Australia Post closed on weekends.
There will be a processing time with AUPost to scan your items once we update your tracking number from the website. You might received 'pending' status on your orders on weekends.
Can I redirect my order to a different address if my order has already shipped?
Sorry, we can only provide shipping to the original destination specified in the order details. However, you may contact Post Express directly for redirect your parcel if they can accept your request.
What should I do if I receive wrong items or if any of my ordered items are missing?
In the event that there’s an issue with your order contents (whether wrong or missing items), please contact HQD vape shops customer support (email@example.com) with photo evidence to back up your claim ASAP, and we will process it immediately.
What should I do if my tracking has not been updated for an extended period of time?
If you’ve been checking the tracking system for over 5 days without any updates, please contact HQD vape shops customer support (firstname.lastname@example.org).
What should I do if my parcel was damaged upon delivery?
If the damage to the parcel affected the contents inside, please take adequate photo evidence and contact HQD vape shops customer support (email@example.com)
How do I track my order?
Once you order has been shipped, you will receive our notification email with the tracking number. If you have not received the tracking number after 2 business days of completion of your order, please contact HQD vape shops customer support (firstname.lastname@example.org).
When will I receive my order?
Please expect to receive your order within 5 business days depend on your location. Don’t be surprise if you receive your parcel same day as well.
What shipping methods do you offer?
All orders will be delivered to you by Australia Post Express Shipping.
What should I do if my parcel is lost?
In a situation where you have not received your order within 5 days of purchase, please contact HQD vape shops customer support (email@example.com) and send us your order number along with your concerns.
How do I cancel my order?
You can cancel your order only before it has been processed for shipping; if your order has already been shipped, we are unable to cancel your order.
Once placed your order successfully, you should receive
A purchase confirmation from your payments provider and
An order confirmation from us
Once your order is ready to be sent, you should receive
A shipping confirmation.
You could find the order tracking number in the notification email / SMS thereby.
How to Use Your Order Tracking Number Please check your email and text messages inbox to see if you have already received your tracking number, usually sent after 1-3 days upon order confirmation. Use Tracking Number to search for shipping details. If it does not return any tracking information, it may be for the following reasons:
The delivery carrier has not yet received or scanned your package.
The delivery carrier has not submitted your tracking information.
The order number you submitted is incorrect or invalid.
The order number you submitted has expired.
It takes time to process your order before the tracking is updated. Hence the tracking may not be immediately queried after the package is shipped. Check it later. If you are unable to locate the shipment for days, contact shipping carrier directly or turn to us for help via firstname.lastname@example.org
Tracking Number Update Delay
Once we receive your order, the information is received by the logistics wing, who then processes and puts together your orders in full items, and finally forwards them to the shipping company, which then generates your relevant tracking number. Since this process involves multiple steps of coordination between internal and external parties, it doesn’t happen instantly.
If you still have any questions please do not hesitate to contact us via email@example.com