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Frequently Asked Questions
Find answers to common questions about ONE-VAPE.COM, our business operations, and how to get in touch with our team.
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- Payments and Order Changes3
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- Australian Legal and Compliance Information3
General Information
What is ONE-VAPE.COM?
ONE-VAPE.COM is an online store operated by HONGYE JIAXIN LIMITED (trading as ONE VAPE). The business began in 2019 as a Shenzhen-based international logistics operation focused on Australia routes, HONGYE JIAXIN LIMITED was established in Hong Kong in 2021, and ONE-VAPE.COM began operating in 2026, connecting its online operations with local warehousing and order processing.
Where does ONE-VAPE.COM operate?
We ship to addresses within Australia only. Products shown as available are dispatched from our Sydney warehouse. Our registered company address is Unit 9, 1/F, The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Hong Kong.
How can I contact ONE-VAPE.COM?
Email sales@one-vape.com, message us on WhatsApp at +61 421 691 937, or send a message through the form on our Contact page.
How can I learn more about the company?
Our About Us page explains how the business developed, what our logistics, trade and online operations do, and includes a short video from our warehouse.
Orders & Shipping
Where are your products shipped from?
All orders are dispatched from our local warehouse in Sydney, Australia. There is no international shipping wait for Australian customers.
Do you deliver across Australia?
Yes, we offer delivery services across Australia; even if you are in a very remote location, we can still provide door-to-door delivery.
How long does delivery take?
Delivery usually takes approximately:
- Sydney metro: 1–3 business days
- Other major cities: 2–4 business days
- Regional or remote areas: 3–5 business days
Delivery times are estimates and may vary depending on the destination and carrier.
Which delivery company do you use?
We primarily use Australia Post and selected local delivery partners, depending on the delivery address and service availability.
Do you provide tracking?
Yes. Once your order has been dispatched, we’ll email you your tracking number. You can also find this information in your order details. We’d prefer that you stay in touch with us via WhatsApp, where our team can provide further assistance.
Are your products genuine?
Yes. We serve as authorized Tier-1 distributors for numerous e-cigarette brands in China, sourcing only 100% authentic, original products. We utilize a robust international logistics network to ship goods to Australia and, following customs clearance, store the products in our own local warehouses. Unlike other sellers, we manage the entire supply chain ourselves, allowing us to guarantee with 100% certainty that every single product is authentic and original.
Will my order need to go through Australian Customs?
No. The products listed on our website are already stocked in our Sydney warehouse. Once you place an order, our warehouse team in Sydney, Australia, will pack and dispatch it as soon as possible, so your order does not need to go through international import customs clearance.
Is my order being shipped from overseas?
No. Australian customer orders are dispatched directly from our local warehouse in Sydney, rather than being individually shipped from overseas.
Could my parcel be held by Customs?
Your order is shipped from our warehouse in Sydney, Australia, so it will not be presented to the Australian Border Force as an international import parcel or go through the usual import customs clearance process.
Do I need to pay customs duties or import fees?
No additional import customs duties are charged to the customer upon delivery because the order is dispatched domestically from our Sydney warehouse. You only pay the order total and any delivery fee displayed at checkout.
How can I confirm that the parcel was shipped locally?
Once your order is dispatched, you will receive an Australian domestic tracking number. The tracking information will show the parcel entering the Australian carrier network from our local dispatch location.
Can I mix different flavours in one order?
Yes. You can choose different in-stock flavours and combine them in a single order. Our Sydney warehouse team will process your order according to the flavours you select.
Is the packaging discreet?
Yes. Orders are shipped in plain, discreet outer packaging, and there are no obvious product details outside. We have carefully considered how to carry out transportation safety.
Can I buy in bulk? Do you offer discounts for larger orders?
Please contact us via WhatsApp to discuss your order, and we’ll offer you a discounted price. If your preferred vape brand isn’t listed on our website, we may still be able to help. Our team includes colleagues based in Shenzhen, China, who can source products directly from manufacturers and arrange shipping to Australia and customs clearance. You won’t need to provide any Australian documentation. Once customs clearance is complete, the goods will be available for collection from our Sydney warehouse.
Payments and Order Changes
How do I place an order?
Browse the Shop, add the products shown as available to your cart and complete checkout. Our website and products are for adults aged 21 and over, and we may ask for proof of age and cancel any order where age cannot be verified. Product availability also depends on applicable Australian requirements (see Australian Legal and Compliance Information below).
What payment methods do you accept?
The payment methods available for your order are shown at checkout before you pay. We do not store full card details; payments are handled by our payment provider, as explained in our Privacy Policy.
Can I change or cancel an order?
Contact us as soon as possible with your order number. Orders placed before 2pm (AEST) on a business day are normally processed the same day, so please get in touch quickly. Under our Terms & Conditions, an order is accepted when we dispatch it.
Product Information
Where can I find product information and specifications?
Each product page in our Shop includes the available product description and details. If you need more information about a product, contact us and include the product name.
Returns and Refunds
What is your returns policy?
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Change-of-mind returns are not accepted on opened or used products. Unopened accessories in their original packaging may be returned within 14 days. Read the full Refund & Returns Policy.
How do I request a refund?
Email sales@one-vape.com with your order number and the reason, then wait for our return instructions before sending anything back. Refunds are made to the original payment method, usually within 5–10 business days after we receive and check the item.
What should I do if my order arrives damaged or incorrect?
Contact us with your order number and photos. Our Refund & Returns Policy asks you to report faulty, damaged or incorrect items within 14 days of delivery, and our Shipping Policy asks you to report parcels damaged in transit within 7 days. We will arrange a replacement or refund once the issue is confirmed.
Can I return an opened product?
For hygiene and safety reasons, we cannot accept change-of-mind returns on opened or used products, including disposables, pods and e-liquids. This does not affect your rights under the Australian Consumer Law if a product is faulty.
Customer Support
Who responds to customer enquiries?
Customer service enquiries are answered by our human support team.
How can I get help with a product or order?
Use the form on our Contact page and choose the subject that matches your enquiry, such as Order Support, Product Question or Returns & Refunds. You can also email or WhatsApp us.
What information should I include when contacting support?
Include your order number (if you have one), the product name and a clear description of your enquiry. For a damaged or incorrect item, attach photos. Never send payment card details or passwords.
Australian Legal and Compliance Information
Are all products available for sale in Australia?
Not necessarily. Vaping products are regulated in Australia by the Therapeutic Goods Administration (TGA) and by state and territory laws, so whether a product can be lawfully supplied depends on the product and current requirements. As set out in our Terms & Conditions, you are responsible for making sure that buying, owning and using any product complies with the laws that apply to you. Current information is available on the TGA vaping hub.
Are there age or eligibility restrictions?
Yes. This website and our products are for adults aged 21 and over only. We may ask for proof of age at any time, and orders must be received by an adult. Confirming your age on this website is not legal advice and does not on its own determine whether a purchase is permitted under the laws that apply to you.
Where can I find more information about applicable policies?
Read our Shipping Policy, Refund & Returns Policy, Terms & Conditions and Privacy Policy. Our Terms also include health information, including that nicotine is an addictive substance. For official information about vaping regulation in Australia, visit the TGA vaping hub.
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