Delivery Policy

1. Standard delivery times

Our usual estimated delivery period is 1–5 business days after cleared payment and confirmation of an in-stock order. This estimate includes ordinary order preparation and courier transit. The following business day is counted as day one.

The estimate is not a promise of delivery on a particular day or at a particular hour. A specific delivery date or service commitment applies where we expressly confirm it as part of your order. Where a date or period has been agreed, the applicable rights relating to that agreement remain in place.

• Orders received over a weekend or public holiday ordinarily enter processing on the next business day.
• Delivery depends on the destination, route availability, product availability and the service accepted for the order.
• Remote or limited-service areas may require a longer period. Where known, we will disclose a different estimate before you commit to the order.
• Peak periods, severe weather, road disruption and courier network interruptions can affect an estimate.
• A tracking estimate is an update from the delivery provider and does not necessarily represent a separately agreed appointment.

If an order has not arrived by the end of the estimated period, contact us so we can investigate. An estimate does not give us an unlimited extension or remove a right to cancel or obtain another remedy under an agreed delivery term or applicable law.

2. Same-day delivery by prior arrangement only

Same-day delivery is not a routine or automatically available service. Contact Vape Queen before placing an order if delivery on the same day is essential.

Before you rely on a same-day arrangement, we must confirm:

1. That the requested products are available and can be prepared in time.
2. That your address falls within an available delivery route.
3. That a suitable delivery provider is available and the service can be booked.
4. The applicable fee, payment requirement and any ordering or collection cutoff.
5. The agreed delivery arrangement and any relevant service limits.

A same-day arrangement is confirmed only when Vape Queen expressly accepts it in writing, including email or another recorded message. An automated order confirmation, an order note marked “urgent”, a customer request or a previous same-day delivery does not amount to that acceptance.

If we cannot offer same-day delivery, we will explain the available alternatives. Standard or free delivery does not include a same-day upgrade unless that is expressly stated.

If we accept and charge for a special service but cannot provide it, we will notify you, discuss the available resolution and refund any special-service charge that is no longer properly payable. This does not limit a broader cancellation or refund right that may apply.

3. Order preparation, payment and stock

Orders are prepared once payment is confirmed and the information reasonably needed to fulfil the order is available. A payment screenshot alone may not establish that funds have cleared.

We may contact you to clarify an address, resolve a payment discrepancy or perform proportionate fraud or eligibility checks. Please respond promptly. These checks will not be used to create an indefinite processing period or avoid an agreed or statutory delivery obligation.

If a product is unavailable or a stock discrepancy prevents fulfilment, we will notify you promptly. We will not substitute a different product, flavour, strength or model without your agreement. Any alternative, revised delivery arrangement or refund will be handled in accordance with your applicable rights.

If we propose sending an order in separate parcels, we will explain the arrangement and any effect on delivery. We will not add an unagreed delivery charge because we choose to split an order.

4. Third-party delivery services

We use independent couriers and delivery providers. Vape Queen does not directly operate their vehicles, depots, routing systems or delivery schedules. Matters such as route changes, vehicle breakdowns, inaccurate tracking scans and driver availability may be outside our direct operational control.

We cannot promise an exact delivery hour unless a suitable service and commitment have been expressly agreed. We will take reasonable steps to prepare and dispatch orders correctly, supply delivery information and assist with investigating delays or other problems.

Courier limitations do not remove your consumer rights.

We do not treat an order as delivered merely because it has been handed to a courier. If we arrange delivery, we remain your point of contact for a parcel that is lost, damaged, misdelivered or not received. Any liability, redelivery, cancellation or refund will be determined by the circumstances and applicable law.

A courier’s internal conditions, insurance limit or claim outcome does not automatically determine or reduce your rights against Vape Queen. We will not require you to recover your money from the courier as the only route to a remedy for a delivery we arranged.

5. Delivery areas, fees and special services

Delivery is available to addresses supported by the checkout options or a separate arrangement we expressly confirm. Please enquire before ordering if your address is remote, requires unusual access or is outside the available delivery area. International delivery is available only if specifically agreed.

The delivery charge will be displayed at checkout or quoted for your approval before the relevant service is arranged. Charges may depend on the destination, parcel, delivery method and any special requirements.

Any free-delivery promotion applies only under the terms displayed with that offer. It does not automatically include urgent delivery, an upgraded service, redirection or an additional delivery attempt caused by customer-supplied information.

If an address cannot be served at the quoted rate or by the selected service, we will contact you before proceeding with a different arrangement. We will not impose an undisclosed surcharge or unilaterally substitute a materially different delivery service.

6. Accurate delivery details and address changes

Please provide a complete physical delivery address, including the recipient’s name, street number, building or unit number, suburb, town, province, postal code and a working contact number. Include necessary access instructions and relevant business or estate receiving hours.

You are responsible for checking the information you submit. Missing or incorrect details can delay delivery or require a change of route.

If you need to correct an address, contact us immediately. Once a parcel has been dispatched, a change is subject to verification and courier feasibility. Sending a request does not mean the destination has already been changed; wait for confirmation.

Where an error you supplied causes an additional delivery cost, we may ask you to pay a reasonable, actual and lawfully recoverable charge, explained before it is incurred where possible. You will not be charged to correct an error caused by Vape Queen or a delivery failure for which you are not responsible.

7. Tracking and delivery communication

Where the delivery service provides tracking, we will make the available reference or tracking details available to you. Some tracking records update only after a parcel is collected or scanned at a depot.

A dispatch notification means the order has entered the dispatch process; it is not confirmation that the recipient has received it. An “out for delivery” status indicates the courier’s intended route activity and does not, by itself, guarantee a particular arrival time.

Check the contact details on your order and respond to legitimate delivery communications. Contact Vape Queen if a message requests an unexpected payment or appears suspicious. Do not disclose banking passwords or banking one-time PINs to arrange delivery.

8. Receiving an order and proof of delivery

Please ensure that you or an authorised adult recipient is available at the agreed address during the applicable delivery period. If you want a reception desk, workplace representative or estate security officer to receive the parcel, provide clear authorisation and suitable instructions in advance.

A signature, delivery code, recipient details or photograph may be used to record the handover. We may request reasonable identity or age verification appropriate to the order. Our products and ordering service are intended for adults aged 18 and over.

Do not give a delivery confirmation code before the parcel is actually presented for handover. Delivery to a neighbour, security desk or another person is not automatically authorised simply because they are nearby.

For delivery that we arrange, handing the parcel to the courier does not transfer transit risk to you. We undertake to complete delivery to you or your authorised recipient, subject to the agreed arrangement and applicable law. Valid receipt does not remove rights relating to concealed damage, missing contents or defective goods.

A tracking entry marked “delivered” or a signature on a delivery record is evidence we may investigate; it is not conclusive proof against a genuine non-receipt complaint.

9. Unattended delivery and customer-arranged collection

Requests to leave a parcel unattended

We do not promise to leave parcels unattended or outside a property. A request for a “safe place” delivery must be expressly accepted and remain consistent with the service’s safety and age-verification requirements. We may decline an unsafe or unsuitable handover instruction.

Any agreed instruction will be assessed on its facts if a dispute arises. It is not a blanket waiver of your rights or an automatic release from liability for negligent or incorrect delivery.

A courier appointed independently by you

If you wish to appoint your own courier to collect an order, arrange this with us in advance. We will confirm the collection point, authority to collect and handover arrangement. Receipt by a person genuinely appointed to accept the goods on your behalf may constitute delivery to you, depending on the agreement and applicable law.

This does not excuse an incorrect order, inadequate packaging or another failure for which Vape Queen remains responsible. We will not treat our usual delivery provider as your independently appointed agent merely because you selected an option at checkout.

10. Failed delivery attempts and returned parcels

A delivery may be unsuccessful if the address is incomplete, access is unavailable, no authorised recipient is present or a necessary verification cannot be completed. We will use the available information to help arrange the next appropriate step.

Where a failed attempt is attributable to information or arrangements you control, a further attempt or redirection may incur a reasonable additional fee. Any such fee must be explained, agreed where required and permitted by law. No fee is automatically due merely because a courier records a failed attempt.

If the courier attended the wrong address, did not make a genuine attempt or arrived contrary to an agreed arrangement, we will investigate and will not automatically pass the cost to you.

If a parcel is returned to us, we will contact you regarding redelivery, collection or any cancellation and refund entitlement. A returned or uncollected parcel does not automatically cause you to forfeit the purchase price.

11. Delayed, lost, damaged or incorrect orders

Please report problems as soon as reasonably possible so evidence can be preserved. We do not impose an automatic 24-hour or 48-hour cutoff that removes statutory rights, and an unboxing video is not a mandatory condition of a valid claim.

If an order is established to be lost, misdelivered, damaged or otherwise not properly supplied, we will arrange the appropriate replacement, redelivery, refund or other remedy required by the facts and law. Where the law gives you a choice, we will respect it.

A courier investigation may be necessary, but it will not be used to postpone your remedy indefinitely or beyond an applicable legal deadline. A refund or replacement that is legally due is not conditional on our receiving compensation from a courier or insurer.

12. Delivery delays and cancellation rights

If we become aware of a material delay, we will communicate the available information and discuss a revised arrangement or other appropriate resolution. You are not required to accept every proposed extension.

Where ECTA section 46 applies, an order must be executed within 30 days after receipt of the order unless a different period was agreed. If the applicable period is not met, section 46 provides a right to cancel on seven days’ written notice. This does not prevent an earlier cancellation or another remedy where the agreement or another applicable legal rule allows it.

If we cannot fulfil an electronic order because the goods are unavailable, we will notify you immediately and refund payments within the period required by ECTA, which is no later than 30 days after that notification.

Where CPA section 19 governs a delivery, its rules concerning the agreed place, date, time and acceptance of delivery apply. The CPA excludes section 19 where the transaction’s performance is governed by ECTA section 46; the relevant legal regime will be applied to the transaction.

The statutory 30-day rule is not an automatic extension of an earlier delivery period we have agreed with you. The ordinary 1–5 business-day estimate remains the service expectation described on this page.

Submit cancellation requests through our contact page and keep a copy. If a parcel has already been dispatched, we may need to arrange interception or return. Dispatch alone does not extinguish a statutory cancellation right.

13. Circumstances outside our reasonable control

Severe weather, floods, road closures, civil disruption, industrial action, power or communications failures, theft in transit and courier network disruptions can affect delivery. Whether a particular event excuses a failure or changes the available remedy depends on the agreement, the actual circumstances and applicable law.

We will take reasonable steps to reduce the impact, communicate material changes and consider alternative arrangements. An event outside our control does not automatically permit us to retain payment without supplying the order, require you to wait indefinitely or exclude a statutory refund.

Limits on claims for additional losses

To the extent permitted by South African law, Vape Queen does not accept liability for indirect or consequential losses, such as lost business profits, caused solely by a third-party delivery disruption outside our reasonable control and not caused or contributed to by a breach of duty for which we are legally responsible.

This limitation does not exclude liability for fraud, wilful misconduct, gross negligence by us or a person acting for us, or any other liability that cannot lawfully be excluded. It does not limit a right to delivery, cancellation, redelivery, replacement, a refund or compensation that the law requires.

14. Collection, delivery refunds and returns

If store collection is offered at checkout or separately agreed, wait for confirmation that the order is ready before travelling. Collection is from the confirmed store during its applicable opening hours and may require reasonable proof of the order and authority to collect.

When a refund is due, delivery charges will be treated according to the reason for the refund and applicable law. We do not apply a blanket “delivery fees are non-refundable” rule to a service we failed to provide or a statutory refund that includes those charges.

For a voluntary change-of-mind return, return costs and any replacement-delivery charge are governed by the applicable return terms. For a valid ECTA cooling-off cancellation, only the direct cost of returning the goods may be charged and the required full refund must be made within 30 days after cancellation, subject to the Act’s scope and exceptions.

Product exchanges, defective-goods remedies and commercial warranties are explained in our Refunds, Exchanges & Warranty Policy. Neither that policy nor this delivery policy reduces mandatory legal rights. Contact us before sending back a product, particularly a device containing a damaged battery, so suitable return arrangements can be made.

15. Delivery information and privacy

We provide relevant information to the delivery provider to fulfil your order, such as your name, delivery address, contact number and necessary access instructions. Delivery providers may also generate tracking events, recipient details, signatures or other proportionate proof of delivery.

This information must be handled for lawful purposes and in accordance with applicable privacy requirements, including POPIA. Please supply only information reasonably needed for delivery and ensure that any alternative recipient knows their details have been provided.

Do not place banking credentials, unrelated identity documents or other unnecessary sensitive information in delivery instructions. Further information is available in our Privacy Policy or through our contact page.

16. Contact, complaints and policy changes

For same-day requests, tracking assistance or any delivery problem, use the Vape Queen contact page. Include your order number, recipient details, tracking number where available and a short explanation of the issue.

If the form is unavailable or inaccessible, use a store contact listed on that page. A valid statutory notice may also be given by another lawful method; it does not depend on us first issuing a support reference.

Unresolved matters can be escalated to management, with Hivex assisting where appropriate. You retain the right to approach a competent consumer ombud, the National Consumer Commission or another appropriate body under its applicable process.

This policy is governed by South African law. It should be read with the delivery details expressly agreed for your order. An update to this page will not retrospectively remove an agreed service commitment or consumer right relating to an existing order.

Contact Vape Queen about delivery