FAQ

Ordering & Stock

Q: Are the products I see on the website actually in stock in Australia?
Yes. Every item listed on iGet HQ is physically stocked in our Australian warehouse unless clearly marked otherwise. We do not drop-ship from overseas.

Q: How do I know my order has gone through?
After placing your order, you’ll receive a confirmation email to the address you provided. If you don’t see it within a few minutes, check your spam folder. If it’s still missing, contact [email protected] and we’ll confirm your order status.

Q: Can I change or cancel my order after it’s been placed?
We process orders quickly. If your order hasn’t been dispatched yet, we’ll do our best to accommodate changes or cancellations. Email [email protected] immediately with your order number. Once tracking has been generated, the order can no longer be cancelled and the Returns & Exchanges Policy applies.

Shipping & Delivery

Q: Where do you ship from?
Every order is shipped from our Australian warehouse. We do not send products from any location outside Australia.

Q: How long does delivery take?
Standard delivery to metro areas usually takes 3–7 business days after dispatch; express delivery is typically 1–3 business days. Regional and remote areas may take a little longer. You’ll find full details on our Shipping Policy page.

Q: Do I need to be home to sign for my delivery?
If age verification is required at delivery, someone over 18 must be present with valid ID. If you grant Authority to Leave at checkout and no signature is required, the carrier may leave the package unattended — but please be aware that iGet HQ cannot take responsibility for parcels after an ATL delivery is completed.

Q: How can I track my order?
Once your order is dispatched, we’ll email you a tracking link. You can use that link anytime to check the progress of your delivery.

Returns & Refunds

Q: What if I change my mind?
Unopened, sealed products can be returned within 30 days for store credit or exchange. You’ll need to cover return shipping. All the conditions are outlined in our Returns & Exchanges Policy.

Q: What if my product is faulty or damaged?
If something arrives faulty, damaged, or not as described, email [email protected] with your order number and clear photos or video showing the issue. We’ll assess your claim and provide a remedy consistent with the Australian Consumer Law — this may be a replacement, repair, or refund.

Q: How long do refunds take?
Once we’ve received and inspected a returned item, approved refunds are processed within 5 business days. The time it takes for the funds to show in your account depends on your bank.

Products & Use

Q: Are your products authentic?
Yes. We only source products through official or trusted supply channels. Everything we sell is genuine.

Q: How do I choose the right product?
Product descriptions include key details such as compatibility and specifications. If you’re unsure, email us at [email protected] with your question and we’ll give you a straight answer.

Q: Do you sell to people under 18?
No. It is illegal and against our policy to sell vaping products to anyone under 18. We use age verification systems and may require proof of age at delivery. Any attempt by a minor to purchase will result in order cancellation.

Account & Privacy

Q: Is my personal information safe?
We take privacy seriously. Your information is used only to process orders and improve your shopping experience. We do not sell your data. Full details are in our Privacy Policy.

Q: How do I unsubscribe from marketing emails?
Every marketing email has an unsubscribe link at the bottom. Click it and you’ll be removed from the list immediately. You can also request removal by emailing [email protected].

Still have a question?

If your question isn’t covered here, reach out. We’re available at [email protected] and we respond quickly.