Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Standard delivery within Australia takes 1-3 business days. Express delivery is available with same-day shipping for orders placed before 2PM AEST (Metro areas only) or next-day delivery for most other locations. Remote areas may require an additional 1-2 business days.
Creating an IGET account is quick and easy. Simply click the “Register” button in the top right corner of our website, enter your email address, create a password, and provide the necessary details. You can also register using your social media accounts for faster access. Upon registration, you’ll receive a welcome discount and loyalty points.
After logging into your IGET account, go to “My Account” > “Addresses” and select “Edit” next to your shipping address. You can update your details and save the changes. If you need to change the address for an order that has already been placed, please contact our customer service team immediately.
You can track your order by logging into your IGET account and visiting the “Order History” section. Alternatively, you’ll receive a tracking number via email once your order has been dispatched. Click the tracking link or enter the number on our website to view real-time updates on your delivery.
For your security, we do not store complete credit card details on our servers. Our payment system uses industry-standard encryption and tokenization. You can choose to save your payment method for future purchases, which will be securely stored by our payment processor in compliance with PCI-DSS standards.
Yes, all prices on our website include GST (Goods and Services Tax) as required by Australian law. The GST amount will be clearly displayed on your invoice.
Our IGET Australia store primarily serves the Australian market. We currently offer shipping to all Australian states and territories. For international shipping inquiries, please contact our customer service team.
We strive to ship all items in a single package whenever possible. However, if certain products are shipping from different warehouses or if part of your order is on backorder, you may receive multiple packages. Rest assured, you won’t incur additional shipping charges for split deliveries.
If you need to swap an item
Returns and Exchanges
We offer a 14-day return policy for unopened products in their original packaging. For defective items, the return period extends to 30 days. Please note that for hygiene reasons, vape products that have been opened cannot be returned unless they are defective.
We apologize for the inconvenience. Please contact our customer service team within 48 hours of receiving your order. Include your order number and photos of the incorrect item. Our team will arrange for collection and delivery of the correct product at no additional cost to you.
Please contact us immediately with photos of the damaged product and packaging. We’ll promptly send a replacement or issue a refund. We recommend inspecting your package upon delivery and noting any damage with the delivery driver if possible.
Once your return is approved, you’ll receive a prepaid return label and detailed instructions. Please send authorized returns to: IGET Returns Department, 123 Vape Street, Sydney, NSW 2000, Australia. Remember to include your return authorization number on the package.
Our customer support team is available via live chat on our website from 9AM to 9PM AEST, 7 days a week. You can also email us at support@ or call 1300-IGET-AU (1300-443-828) during business hours. For urgent after-hours inquiries, please use our 24/7 support form.
Contact our customer service team immediately. If your order hasn’t been dispatched yet, we can update the address. If it has already shipped, we’ll coordinate with our delivery partner to redirect the package when possible. Please note that address changes after dispatch may incur additional fees.
You can modify or cancel your order within 1 hour of placement. After this window, orders enter our processing system and cannot be modified. For urgent cancellations, please contact customer service immediately, though we cannot guarantee cancellation if the order is already being processed.
Yes! Look for the “Notify Me” or “Pre-order” button on sold-out product pages. Pre-orders require a small deposit and guarantee you’ll receive the item from our next shipment. We’ll notify you with an estimated arrival date, and your card will only be charged when the product is ready to ship.