Questions about an order, a product or a fault — we’re happy to help. Here’s how to reach us and what to include so we can sort it out on the first reply.
Ways to reach us
Email — best for order issues
The right channel for anything involving your order: payment confirmation, address corrections, tracking, faults and warranty claims. Email handles attachments properly, which matters because warranty claims need a short video. We reply within one business day, usually much sooner.
WhatsApp — best for quick questions
Good for the quick ones: is this flavour back in stock, has my transfer landed, which device suits me. If a conversation turns into a warranty claim we’ll ask you to email the video across so it’s attached to your order record.
Telegram — restock alerts and offers
Our channel is where restocks, new flavours and member discount codes are announced first. It’s a broadcast channel rather than a support desk, so for anything about your own order, email or WhatsApp will get a faster answer.
When we’re around
Messages are answered Monday to Friday, and we aim to respond within one business day. Weekend and public holiday messages are picked up on the next business day — that’s also when packing resumes, so an order paid Saturday starts moving Monday.
What to include
A message with these details usually gets resolved in one reply instead of three:
- Your order number — it’s in your confirmation email and identifies you faster than a name or address
- Which device and flavour the question relates to, if you ordered several
- For a fault: a 10–20 second video showing you drawing on the device with the indicator light visible. This is what lets us approve a replacement immediately rather than going back and forth
- For a payment query: the date you transferred and the name on the sending account
- For an address correction: the corrected address in full, including any unit number
Answers you might not need to wait for
A few things come up often enough that we’ve written them out in full:
- Delivery times, costs and tracking — Shipping & Delivery
- Faults, exchanges and who pays postage — Returns & Warranty
- Payment, authenticity, age and everything else — FAQs
- Device not working? — our troubleshooting guide fixes a good share of them in under two minutes
- Blinking light? — what the blink patterns mean
Bulk and repeat orders
Multi-pack pricing is applied automatically on site — the 3, 5 and 10-pack bundles improve the per-device price, and replacement pods are discounted more steeply again. For quantities beyond the bundles, message us with the products and numbers you’re after and we’ll come back to you.
Where we ship from
Orders are dispatched from our Melbourne warehouse. We’re an online-only store — there’s no counter to visit and no pick-up option, so everything goes out by courier.
ZealVape sells to adults of legal vaping age only.