Hey there, thanks for getting in touch!
The people who check this inbox are just regular ol’ humans in Adelaide who love vaping, and we’re excited to talk to you. We get a lot of support requests throughout the day, so for now this is just a quick note to let you know we’ve definitely received your email and we’ll be in contact as soon as possible.
We aim to answer all enquiries within six hours, or within 30 minutes if it’s an urgent matter (sometimes it can take a little longer if it’s a weekend, public holiday, or after business hours.)
While you’re waiting, here are some common questions we get asked, maybe you’ll find them helpful:
What’s the status of my order, and can you give me a tracking number?
You can check the status of your order by following the link in the confirmation email we sent to you when you placed your order. If your parcel has been shipped, you’ll automatically receive a shipping confirmation email which will contain your tracking number.
Do you have a particular E Cigarette in stock, or can you let me know when you have more?
All of our stock is fully tracked on our site, so if the site says a particular E Cigarette is out of stock, then I’m afraid we don’t have any at the moment. If you’d like to receive a notification when the E Cigarette you’re looking for is back in stock, simply enter your email address into the space provided on the E Cigarette Factory page and we’ll send you an email as soon as more stock comes in.
How long does shipping take?
Standard parcels within Australia are typically delivered within two to seven business days, and express post parcels are usually delivered overnight (as long as you’re within Australia Post’s express delivery network.)
If you’d like a specific estimate based on your address, simply enter your postcode and our postcode (which is 5000) into Australia Post’s delivery time calculator:
For more information about how our shipping process works, including international delivery options, please see our shipping information page:
How do I return a faulty device under warranty?
Simply follow the instructions on our warranty and returns page and we’ll take care of it for you:
Can you sell me nicotine?
Sorry, it’s currently illegal to sell or supply nicotine within Australia. However, you may wish to visit our New Zealand sister-site, E Cigs Factory NZ, which offers our entire range of E Cigs Factory liquids and a bunch of other brands with nicotine already added, as well as unflavoured nicotine for people who want to mix their own juice.
Check it out here:
I don’t have PayPal, can I pay with a credit card?
Sure, you don’t actually need to have a PayPal account to pay via PayPal. During checkout, just select PayPal as the payment option and you’ll be redirected to PayPal’s login screen. Simply click the link underneath the login button which says something like “Don’t have an account? Pay with your credit or debit card.”