FAQs – PodVapes™ Australia

SAME DAY DISPATCH. DELIVERY TIME 2-5 DAYS. COVID-19 UPDATES

SAME DAY DISPATCH. DELIVERY TIME 2-5 DAYS. COVID-19 UPDATES

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FAQ

Here at PodVapes we stand by the quality of our products and are committed to bringing you the best technology in vaporization. We only stock genuine items - that's our promise!

We are fully committed to supporting you on your vaping journey and welcome you into our community.

Please see below a list of commonly asked questions and their answers. We strongly recommend you have a quick read through all of the below points before using your device.

SHIPPING

How long does shipping take?

All our products are shipped with tracking from our warehouse in CANADA via DHL Express. Shipping times to Australia are as follows:

All orders received on or before Midnight (00:00) AEST will be shipped that evening (Monday to Friday). Excluding CANADIAN National Holidays. Orders to NSW will arrive in around 3-4 days. For all other States, orders will arrive around 3-5 days. Please note that it can take longer for delivery if you are located in rural areas.

Can I update my address on my order?

Yes, if the update is required before receiving tracking information, please send an email to us at support@podvapes.com.au and include your Order #. However, if you wish to perform an address update after your order has been dispatched, please contact DHL directly on 13 14 06 and quote your tracking number.

Why do I need to provide my ID? This is my second order?

This process is done to ensure we comply with FDA (USA) and DHL courier requirements.

Do I need to pay for custom duties to receive my order?

The cost of duties and taxes are incorporated into our product pricing. At our Australian store, we do not allow orders greater than $1000 AUD to remove the chance of paying customs or duties.

Can you ship my order from NZ to my address in Australia?

Currently our NZ store ships exclusively to New Zealand customers only.

Do you reimburse the return shipping cost for replacements?

We will refund return shipping fees for defective merchandise if the issue is reported within 24hrs from date of receipt of item.

I received an incorrect device or pods. Who pays for the return shipping fee?

We will refund shipping fees for incorrectly received items.

Why do I have to return my faulty device if you will send me a replacement?

Defective devices must be returned for further investigation and assessment. It also allows us to process warranty claims with our suppliers.

SUBSCRIBE & SAVE

What is Subscribe & Save and how does it work?

Subscribe & Save is a new service from PodVapes to help you set up regular scheduled deliveries of your favourite pods. When you set up a subscription order, you remove the hassle and burden of repeatedly visiting our website to place the same order over and over again.

What’s even better is that your pods will be shipped automatically at the frequency you select. The days of worrying about running out of pods are over.

When you subscribe, our order processing overheads are reduced and we’re pleased to pass this saving on to you as a 5% Discount. This means you save money with every repeat delivery of your favourite pods.

You can join Subscribe & Save now and get your favourite pods delivered on time on your terms - and with a 5% discount!

How do I set up a subscription?

To set up a subscription, select Subscribe & Save before adding a product to your cart and then proceed to the checkout process.

  1. You can select the quantity and schedule that works for you, from week(s) to month(s).
  2. You can arrange to skip a delivery or you can cancel your subscription at any time by visiting “Manage My Subscription”.
  3. In advance, we will send you a reminder email showing the item price and the applicable discount for your upcoming delivery. Please note, prices may increase or decrease from delivery to delivery, depending on the price on our PodVapes™ website at the time we process your order. (Rest assured, either way, you will always get a 5% discount.)

How much do I save when I sign up for a subscription?

You will automatically save 5% on every order when you have a subscription set up with PodVapes™.

How to skip your next delivery?

  1. Go to Manage My Subscription, and look for the order subscription you want to skip.
  2. Click on view details and select Manage upcoming orders.
  3. On the right upper corner, click “Skip order”.

How to change your Subscribe & Save delivery date?

  1. Go to Manage My Subscription, and look for the order subscription you want to change the delivery date.
  2. On the order subscription, look for the Next Order Date.
  3. Beside the order date, click “Change date” to change the next delivery date.
  4. *This will also change the order date for all future orders according to the frequency of your subscription. Please note this change will also revert any choices made for upcoming orders back to their original selections. Your next order will process on the date selected.

How to change your Subscribe & Save product quantity?

  1. Go to Manage My Subscription, and look for the order subscription you want to change the quantity.
  2. Click on view details and select Manage upcoming orders.
  3. On the right upper corner, and click “Edit Quantity”

How to change your Subscribe & Save product frequency?

  1. Go to Manage My Subscription, and look for the order subscription you want to change the frequency.
  2. Hover your cursor over to Order frequency.
  3. Click “Change frequency” and enter the option you want to choose.
  4. Click Save Changes.

How do I pause my subscription?

  1. Go to Manage My Subscription, and look for the order subscription you want to pause.
  2. Hover your cursor over to Subscription Status.
  3. Click “Pause Subscription”..

How do I change my payment method or payment information?

  1. Go to Manage My Subscription, and look for the order subscription you want to change the payment method or payment information.
  2. Click on view details and select Payment information.
  3. Click Edit and enter your payment details.
  4. Click Save Changes to save your new payment details.

ABOUT OUR PODS

Do pods have an expiry date?

There isn't an expiration date on our pods, but you may experience a natural flavour decrease after one month. It's best to store your pods at room temperature in a dry environment in their sealed compartments until use. Pods should be re-capped with their cover when not in use.

At PodVapes we encourage you to dispose of your pods responsibly.

Do Juul Pods Expire?

Nicotine e-liquid pods don’t "go bad", but they do discolor. They can also lose potency in both flavor and nicotine strength. In time, oxidation turns the vaping liquid in pods a darker yellow or even dark brown. Although a discolored Juul pod won’t taste the same, it has not ‘gone bad’ and has not become dangerous to use. Even though pods are a closed system which can’t (or shouldn’t) be refilled, this doesn’t mean it’s airtight. Oxygen molecules eventually work their way into the pod and start a process called oxidation. This process happens slowly and is impossible to avoid. Nicotine reacts strongly to sunlight and oxygen, so by keeping your pods sealed and out of direct sunlight you can lengthen their shelf life. We recommend storing your pods in a dry area at room temperature and in their packaging as it will help them stay fresh for longer.

DO YOUR PODS CONTAIN NICOTINE?

Yes, currently all of our pods contain nicotine. Nicotine is not appropriate for use by minors. Nicotine is addictive. If you do not currently use nicotine-containing products, we recommend that you do not start.

DO YOU HAVE PODS THAT DON'T CONTAIN NICOTINE?

At this time all our pods include nicotine but please subscribe to our newsletter to keep up with the latest PodVapes™ developments as we are currently investigating this option.

Why are there order quantity limits on JUUL Mango Pods?

JUUL has stopped production of Mango pods. By limiting the number of packets per order we allow as many customers as possible the ability to purchase.

E-LIQUIDS AND PODS

Can I refill my pods?

Currently none of the pods at PodVapes are designed to be refilled but please subscribe to our newsletter and follow us on Instagram to keep up to date with new products and services.

For health and safety concerns, please do not attempt to refill your pods.

For health and safety concerns, please do not attempt to open your pods.

At this time we sell many delicious flavours for each device but please subscribe to our newsletter to keep up with the latest PodVapes flavour developments and updates. Don't worry, we won't annoy you with spam emails.

MY POD IS LEAKING, WHAT SHOULD I DO?

Pods subject to excessive humidity or a drastic altitude change (like flying on a plane) may experience a minor amount of condensation or leakage.

Minor leaking from your pods is not uncommon during use and shouldn't persist under normal use by following our suggested drawing tips below. If your pod is leaking slightly, you can continue to use it no problem, but please wipe off the juice before inserting back into your device.

Leaking can occur when juice is pulled up into the air path due to one of the following reasons:

  • Puffing aggressively on the mouthpiece - try puffing more gently.
  • Squeezing or biting the pod as you puff - relax your mouth on the mouthpiece.
  • Squeezing the wide sides of the pod when you insert it - place your fingers on the outer edges of the hard plastic mouthpiece as you click it into place.
  • If you encounter an excessively leaky pod or continue to experience leaking after making these adjustments, please contact the PodVapes team.

The pods are built for easy, smooth drawing and produce an optimal vapour and nicotine experience under normal drawing pressure.

It may take a little extra suction on the first draw to get the pod to get it going, we always recommend a gentle puff on the mouthpiece.

Popping and crackling sounds are normal - this noise is merely the evaporation of air bubbles on the ceramic coil.

WHAT IF I GET E-LIQUID ON MY HANDS?

If your pod leaks, it's best to avoid direct contact with the liquid. If you do get liquid on your hands simply wash with soap and water. You may continue to use the pod if some liquid has escaped, but carefully wipe the juice off with a clean cloth or tissue before inserting back into your device.

USING, CLEANING & CARING FOR YOUR VAPING DEVICE

How does my pod vape work?

Pod vape devices use a closed loop temperature control algorithm to deliver the ideal amount of power at any given time to the pod. The e-juice is heated using a porous ceramic coil to deliver the truest tasting vapour.

How do I clean my pod vape?

Our devices are designed to be maintenance free, however encourage you to clean the charge contacts from time to time as the magnets can attract dust. We recommend using a dry or slightly moistened cotton tip or cloth to clean the charge contacts.

Storing my pod vape?

It is best for the battery's health to ensure that the device is not stored for more than 2 weeks with an empty charge. When storing the device for a month or longer, it is best to charge the device fully and remove the pod and replace its cap before storage.

We also recommend storing your device on a scrap piece of paper (with the pod removed) vertically on the mouthpiece end - this will allow any e-juice that may have entered into the device to drain away.

Can I travel with my pod vape?

Pod vapes are safe for travel and we recommend you take them with you on the plane, most airlines however restrict their use whilst on the plane. Exposure to extreme altitude changes like flying on a plane may cause slight leakage in the pods especially if they are partially used.

We recommend not flying with partially used pods or disposing of them before getting on a plane and using a fresh one when you land.

My pod vape is not making any vapour?

If you're seeing little to no vapour when you draw, double check that the device LED is lighting up when you draw on the pod. Ensure the pod is seated firmly in the battery. You may want to try using an alternate pod to see if that helps. If you continue to have problems, please contact our team at support@podvapes.com.au.

In the event that you need to dispose of you pod vape please dispose responsibly and as you would with any lithium polymer battery.

No tobacco product should be considered “safe”. If you have any health concerns about the use of our PodVapes, we recommend that you consult with your physician. Inhalation of e-vapour may aggravate existing respiratory conditions.

CHARGING YOUR VAPING DEVICE

How do I charge my pod vape?

All devices come with either a magnetic USB charging dock or micro-USB cable. There is a magnet at the base of the devices that allow the device to clip into the USB charger. Charging the device to full charge takes 45 – 60minutes.

Your pod vape should also be kept away from key cards, credit cards, and other items with magnetic strips to prevent damage.

How long does the battery last?

Depending on the frequency of use, a full charge will last roughly a full day.

Our devices use lithium-ion polymer batteries.

The devices smart-charge technology will ensure there is no risk of overcharging.

Our devices are not intended to be a nicotine cessation devices, and have not been tested as such.

My device is not charging?

Make sure your pod vape charger is connected to an adequate power source - (1 Amp charging) and that the device is making a secure connection to the charging base. Before contacting the PodVapes team, please also try cleaning the charge contacts on the device as well as the charging base itself using a dry or slightly moistened cloth. (Cotton tips are a perfect choice here).

TROUBLESHOOTING

My device is not charging?

Make sure your pod vape charger is connected to an adequate power source - (1 Amp charging) and that the device is making a secure connection to the charging base. Before contacting the PodVapes team, please also try cleaning the charge contacts on the device as well as the charging base itself using a dry or slightly moistened cloth. (Cotton tips are a perfect choice here).

My pod vape is not making any vapour?

If you're seeing little to no vapour when you draw, double check that the device LED is lighting up when you draw on the pod. Ensure the pod is seated firmly in the battery. You may want to try using an alternate pod to see if that helps. If you continue to have problems, please contact our team at support@podvapes.com.au.

In the event that you need to dispose of you pod vape please dispose responsibly and as you would with any lithium polymer battery.

No tobacco product should be considered “safe”. If you have any health concerns about the use of our PodVapes, we recommend that you consult with your physician. Inhalation of e-vapour may aggravate existing respiratory conditions.

What if I get e-liquid on my hands?

If your pod leaks, it's best to avoid direct contact with the liquid. If you do get liquid on your hands simply wash with soap and water. You may continue to use the pod if some liquid has escaped, but carefully wipe the juice off with a clean cloth or tissue before inserting back into your device.

My pod is leaking, what should I do?

Pods subject to excessive humidity or a drastic altitude change (like flying on a plane) may experience a minor amount of condensation or leakage.

Minor leaking from your pods is not uncommon during use and shouldn't persist under normal use by following our suggested drawing tips below. If your pod is leaking slightly, you can continue to use it no problem, but please wipe off the juice before inserting back into your device.

Leaking can occur when juice is pulled up into the air path due to one of the following reasons:

  • Puffing aggressively on the mouthpiece - try puffing more gently.
  • Squeezing or biting the pod as you puff - relax your mouth on the mouthpiece.
  • Squeezing the wide sides of the pod when you insert it - place your fingers on the outer edges of the hard plastic mouthpiece as you click it into place.
  • If you encounter an excessively leaky pod or continue to experience leaking after making these adjustments, please contact the PodVapes team.

The pods are built for easy, smooth drawing and produce an optimal vapour and nicotine experience under normal drawing pressure.

It may take a little extra suction on the first draw to get the pod to get it going, we always recommend a gentle puff on the mouthpiece.

Popping and crackling sounds are normal - this noise is merely the evaporation of air bubbles on the ceramic coil.

What if I get e-liquid on my hands?

If your pod leaks, it's best to avoid direct contact with the liquid. If you do get liquid on your hands simply wash with soap and water. You may continue to use the pod if some liquid has escaped, but carefully wipe the juice off with a clean cloth or tissue before inserting back into your device.

Do you offer refunds for leaking pods?

Yes however, it will be subject for review. Slight leakage of pods can often occur due to pressure changes during flying/delivery of your order. Please note that we will require you to email/send a video or picture of the leaking pods when you make a claim.

HOW PROMO CODES WORK

Can I use two discount codes on my order?

Only one discount code can be used per order.

I'm a first-time buyer, any coupon code I can use?

Kindly subscribe to our Social Media pages and Newsletter to earn discounts.

PodVapes™ Australia

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