Vuse Delivery Policy | Vaping e Liquids | Vuse NZ
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Our Delivery Policy

1. When did we last update this Delivery Policy?
June 2021

2. About this Delivery Policy
This delivery policy (our Delivery Policy) outlines how British American Tobacco (New Zealand) Limited (BATNZ, we, our, or us) dispatches and delivers any items that you order.

3. How can you contact us?
If you have any questions about your delivery or this Delivery Policy, you can contact us by:

(a) writing to us at: British American Tobacco (New Zealand) Limited, P.O. Box 2618, Auckland 1010, New Zealand
(b) emailing us at: info.nz@vuse.com (if you are in New Zealand) or info.au@vuse.com (if you are in Australia)
(c) calling us on: 0800 897 369 (if you are calling from within New Zealand) or 1 800 413 805 (if you are calling from Australia)


4. How are our deliveries made?
4.1. In New Zealand, deliveries for:

(a) Vuse devices or Vuse e-liquids (including cartridges) are made by tracked standard courier deliveries;
(b) Vuse Skins are made by untracked deliveries using NZ Post.

4.2. To Australia, deliveries for all orders are made by tracked standard courier deliveries.


5. What timeframes do we try and meet?
5.1. We aim to:

(a) dispatch your item(s) on the same day that we accept your order; and
(b) deliver:

(ⅰ) tracked standard courier orders within one (1) to three (3) working days of dispatch (provided your order is placed before 4 pm Monday to Friday); and
(ⅱ) untracked orders within fifteen (15) working days of dispatch.

These dispatch and delivery times are estimates only and are not guaranteed times.

5.2. We are not responsible for dispatch or delivery delays that are outside our control.
5.3. Please contact us if you:

(a) have not received your:

(ⅰ) tracked standard courier order within five (5) working days of the date we sent you an email confirming that we have dispatched your order; and
(ⅱ) untracked order within fifteen (15) working days of the date we sent you an email confirming that we have dispatched your order; and

(b) you have not heard from us to explain the delay.


6. What happens if our delivery is delayed?
6.1. If our delivery is delayed, including by an event outside our control, we will:

(a) endeavour to contact you to let you know; and
(b) take steps to minimise the effect of the delay.

6.2. Some of the reasons that may delay your delivery include:

(a) technical problems or changes;
(b) a need to update the item(s) you have ordered to reflect changes in relevant laws or regulatory requirements;
(c) because the item(s) you have ordered is (or are) out of stock; or
(d) if you are ordering from Australia, there are issues with the details you have provided about your valid Australian prescription for the purchase of nicotine products under the Therapeutic Goods Administration’s personal importation scheme.

6.3. You will have the option to cancel your order (in which case we will refund any payments you have made to the credit or debit card that you used to pay (based on the method that you used to pay)).

7. What addresses do we deliver to?
7.1. For New Zealand orders:

(a) we are only able to deliver to:

(ⅰ) addresses in New Zealand; and
(ⅱ) the address you registered with when you created your account; and

(b) we cannot deliver to P.O. Box addresses.

7.2. For Australian orders:

(a) we are only able to deliver to:

(ⅰ) addresses in Australia; and
(ⅱ) the address you registered with when you created your account; and

(b) we cannot deliver to P.O. Box addresses.

8. When do you own (and become responsible for) the item(s) you order?
You will own the item(s) you order, and they will become your responsibility, once they have been delivered to your registered delivery address.

9. What information do we require?
9.1. For New Zealand orders, as we are delivering an age-restricted product, our courier will require a signature and ID from an adult (18+) on delivery.
9.2. For Australian orders:

(a) we will require details of your valid Australian prescription for the purchase of nicotine products under the Therapeutic Goods Administration’s personal importation scheme before we send an order; and

(b) as we are delivering an age-restricted product, our courier will require a signature and ID from an adult (18+) on delivery.

10. What are our standard delivery fees?
10.1. For New Zealand orders, our standard delivery fees are:

(a) NZ$2.99; or
(b) FREE for orders over NZ$50.00 (including GST and all applicable promotional discounts).

10.2. or Australian orders, our standard delivery fees are:

(a) NZ$20.00; or
(b) FREE for orders over NZ$100.00 (including GST and all applicable promotional discounts).

11. Order limits for Australian orders?
For Australian orders:

(a) the maximum permitted size of your order is NZ$999.00 (including GST and all applicable promotional discounts); and
(b) under the Therapeutic Goods Administration’s personal importation scheme:

(ⅰ) you may only import a three (3) month supply at a time;
(ⅱ) your order needs to be for your own treatment or the treatment of your immediate family; and
(ⅲ) you cannot supply (sell or give) your order to any other person; and
(ⅳ) the total quantity imported within a twelve (12) month period does not exceed fifteen (15) months’ supply.

More information on the Therapeutic Goods Administration’s personal importation scheme can be found here: https://www.tga.gov.au/personal-importation-scheme