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Frequently Asked Questions

Company
What or who is Vape Canyon?

We're a specialized vape store, e-juice manufacturer, raw material supplier and accredited living wage employer located in the heart of New Zealand, Wellington.

Established in 2016 when sub-ohming became popular we had one simple goal in mind, to make vaping more affordable and accessible to the masses. At the time 30mls used to cost $30 and vaping was similarly priced to consuming analogs. After months of investment and building up Vape Canyon we launched with New Zealand's very first 120mls for $20NZD that pushed the market price down and allowed ordinary Kiwis (and some Australians) to keep more of their hard earned money inside their pocket!

Today we're still the local leader in affordable premium e-juices with prices as low as $18 for 120mls, even lower if you're a Club Canyon member and we also specialize in supplying raw materials and flavorants through flavourforest.nz

Are you guys a real company?

Vape Canyon Ltd. is as real as it gets, we're a registered company with our own clean room, office and warehouse staff. NZBN 9429045923470 & GST 6182585

How big is Vape Canyon?

We're massive, we're the biggest e-liquid manufacturer down Kenepuru Drive ha! all jokes aside we're small, but that's on purpose! To keep our prices stable in the face of increasing costs we try to keep our overheads as low as possible. To achieve this we've implemented automation and technological solutions on all levels throughout the company which has allowed us to maintain a small yet dynamic work force. The savings made here are passed directly on to you and is reflected in our pricing.

What environment is the e-juice made in?

All of our e-juices are manufactured to exacting standard inside our class 10,000 rated cleanroom. Our cleanroom operators are highly trained in creating premium quality e-juice and follow strict manufacturing guidelines and standard operating produces to ensure consistent, high quality product every time.

Ordering
What payment options are available?

New Zealand: We accept payment via direct credit (Bank transfer), bank deposit and cryptocurrency. If you live in Wellington you can pay in person by Credit Card, Eftpos and Debit Card at one of our specialised vape stores located at either 3/55 Kenepuru Drive, Porirua or 253 Cuba Street, Te Aro.

International Orders: Cryptocurrency, T\T

What cryptocurrencies do you accept?

We accept Bitcoin (BTC), Litecoin (LTC), Dogecoin (DOGE) & Ethereum (ETH).

I made a mistake in my order can I change it?

You sure can, if there's time and your order hasn't been picked up by the couriers yet, we can make alterations to your order. If issue is related to your shipping address please let us know as soon as possible.

I haven't recieved a payment confirmation email yet, help!

Once your payment has been matched up to an order you'll receive a payment confirmation email. Payments are matched with orders on the hour from Monday to Friday, 10am until 2pm, basically anytime before the couriers arrive. If your payment is received on our end outside of these hours or during a public holiday your payment will be processed on the following work day.

If more than 24 hours or one working day has passed and you haven't received a payment confirmation email yet please contact us immediately via email.

Can I combine my orders together?

You sure can, if your order hasn't been picked up the couriers we can merge your old order and new order together to save on postage. If you'd like to do this send us a message on facebook or send us a email with you order ID's

What will show up on my bank statement?

Our account name will be shown as VAPE CANYON LTD

I live in Wellington. Can I come pick up my order?

Sure can! When you've got everything you want head over to the checkout and select click and collect. Once we've received your payment (Typically takes an hour or so to clear) and your orders been fulfilled we'll send you an email or text to let you know that your order is ready to be picked up.

You can find our specialized vape store  at 253 Cuba Street, Te Aro, Wellington or you can pick up from our warehouse store at  Suite 3 / 55 Kenepuru Drive, Kenepuru 5022.  Cuba Street is open Monday-Friday 8:30am to 7:30pm and on Saturday 10am to 7:30pm.  Kenepuru is open Monday to Friday 9am to 3pm.

Shipping
Do you ship Internationally?

We sure do but we're only able to accept payment via international bank transfer or cryptocurrency. If you'd like to place an order get in touch with us via our contact form or email.

We ship to the following countries Albania, Armenia, Austria, Belgium, Bosnia & Herzegovina, Bulgaria, Canada, China, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dubai (UAE), El Salvador, Egypt, Estonia, Finland, France, Germany, Gibralter, Greece, Honduras, Hungary, India, Ireland, Israel, Italy, Japan, Latvia, Maldives, Malta, Morocco, Netherlands, Norway, Paraguay, Peru, Poland, Portugal, Romania, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Turkey, United Kingdom, Ukraine.

We are unable to ship to the following countries Australia, Argentina, Brazil, Brunei, Cambodia, Columbia, Hong Kong, India, Indonesia, Jordan, Lebanon, Lithuania, Malaysia, Mexico, Nicaragua, Oman, Panama, Philippines, Russia, Saudi Arabia, Seychelles, Singapore, Suriname, Taiwan, Tajikistan, Thailand, Turkey, United Arab Emirates, United States, Uruguay, Venezuela, Vietnam 

How long will my order take to arrive?

If you live within a metro / residential area within New Zealand we estimate that your order will take anywhere from 1 to 3 working days to arrive after it's been dispatched from our warehouse. If you live in a rural / township add another 2 days for good measure.

International orders vary widely depending on the shipping option selected, this can be anywhere from 3 days up to 15 days.

How do I get free shipping?
Enjoy complimentary shipping within New Zealand on all orders over $100
Why do I need ID for Delivery?

If you look under the age of 25 showing your ID to the courier is necessary to verify that you are over the age of 18, ensuring compliance with New Zealand Vape Regulations.

Can you alter the customs value or description?

We're unable to alter the value, name, description or make any misleading remarks to the contents of the order, all customs manifest data provided by us is true and accurate.

E-juice
What's the lifespan of your e-juices?

The lifespan of our e-juices, also known as vape juices or e-liquids, can vary depending on the ingredients and storage conditions. Typically our e-juices have a shelf life of 2 to 3 years from the date of manufacture if stored properly. Here are some factors that can affect the lifespan of e-juices:

  • Storage: Proper storage is essential for maintaining the quality of e-juices. They should be stored in a cool, dark place away from direct sunlight and heat.

  • Nicotine Strength: Higher nicotine strength e-juices tend to have shorter lifespans. When nicotine is exposed to heat, light, and air, it can oxidize, leading to changes in the colour and flavour of the e-juice. Oxidation can also result in a harsher taste.

  • Flavours and Additives: Some flavors and additives may degrade faster than others, affecting the taste and quality of the e-juice.

To determine if an e-juice is still good to use, check for changes in flavour, harshness or consistency. If the e-juice is harsh give it a shake for 30 seconds and try again, if it's still harsh or has an off taste, it may be time to replace it. Always check the expiration date on the packaging.

To maintain the quality and extend the lifespan of higher nicotine strength e-juices store them in a dark, cool environment to minimize exposure to light, heat, and air.

Help my e-juice tastes harsh!

Empty your tank, shake your bottle for 30 seconds, and refill your tank. This usually resolves the issue, If not there are several reasons why your e-juice may taste harsh:

  1. Nicotine Strength: High levels of nicotine can cause a harsh throat hit. If you find your e-juice too harsh, consider using a lower nicotine strength.

  2. Flavourings: Some flavourings, particularly strong or concentrated ones, can contribute to a harsh taste.

  3. Oxidation: If your e-juice has been exposed to heat, light, or air, nicotine may oxidize, resulting in a harsher taste. Proper storage in a cool, dark, and airtight container can help prevent this.

  4. Device Settings: Incorrect settings on your vaping device, such as too high a wattage or voltage, can lead to a harsh vaping experience. Adjusting your device settings to suit the e-juice may help.

  5. Dry or Burnt Coil: If your vaping device's coil is dry or burnt, it can result in a harsh taste. Make sure your device is properly maintained and that the coil is saturated before use.

  6. Expired E-Juice: Old or expired e-juice can develop a harsh taste due to changes in the ingredients over time. Check the expiration date and replace the e-juice if necessary.

If you continue to experience harshness, try adjusting the nicotine strength, PG/VG ratio, or experimenting with different flavor profiles until you find a smoother option.

My e-juice is changing colour is it gone off?

If your e-juice is changing colour, it is not necessarily expired. This colour change is often perfectly normal and is usually due to the nicotine in the e-juice oxidizing over time and. As nicotine oxidizes, it can cause the e-juice to change colour, typically becoming darker, starting from a yellow hue to a dark orange hue. Here are some key points to consider:

  • Nicotine Oxidation: Exposure to light, heat, and air can cause nicotine to oxidize, which may result in a change in colour.

  • Flavour Interactions: Some flavourings may also contribute to the color change due to interactions with other ingredients, including nicotine.

  • Storage Conditions: Proper storage can help minimize colour changes. Store your e-juice in a cool, dark place in an airtight container to reduce exposure to light and air.

While color changes in e-juice are typically normal, you should still monitor the taste and consistency. If the e-juice tastes off or is harsh, it may be time to replace it. Always follow the manufacturer's guidelines for storage and usage to maintain the quality of your e-juice.

Where is the e-juice made and why is it so cheap?

Our e-juice is made in New Zealand, and it's affordable because we want to help you save more of your hard-earned money for the things that matter most to you. By manufacturing our products in-house and minimizing overhead costs, we're able to offer you the best possible prices. This approach allows us to maintain high quality while keeping the cost to you as low as possible.

What ingredients are used in your e-juice?

Our e-juice is made with the following ingredients to provide a smooth and enjoyable vaping experience. The main ingredients in our e-juice include:

  1. Vegetable Glycerin (VG): A common base ingredient that provides a smooth, thick vapour. VG is derived from plant oils and contributes to the production of vapour clouds.

  2. Propylene Glycol (PG): Another common base ingredient that carries flavours effectively and provides a stronger throat hit. PG is a food-grade compound used in many consumable products.

  3. Flavourings: We use a variety of food-grade flavorings to create a wide range of taste experiences. These flavours are carefully selected to ensure they are safe for vaping and deliver a consistent, enjoyable flavor.

  4. Nicotine (optional): Some e-juices contain nicotine in varying strengths, while others are nicotine-free. We use high-quality, pharmaceutical-grade nicotine in our products.

Our commitment to quality ensures that all ingredients are carefully sourced and blended to create e-juices that offer a satisfying and consistent vaping experience.

What's the best way to store my e-juices?

The best way to store your e-juices is to keep them in a cool, dark place away from direct sunlight and heat. Here are some additional storage tips:

  • Use Airtight, Opaque Containers: Store your e-juices in airtight, opaque containers to protect them from light and air, which can cause oxidation and affect the quality.

  • Maintain a Stable Temperature: Avoid storing e-juices in areas with extreme temperature fluctuations, as this can impact the quality and lifespan of the liquid.

  • Keep Away from Strong Odours: Store e-juices away from strong-smelling substances, as they can absorb odours and potentially affect the flavour.

  • Keep E-Juices Upright: Store e-juices in an upright position to prevent leaks and spills.

Additionally, it's essential to keep e-juices out of reach of children and pets at all times. Nicotine-containing e-juices can be harmful if ingested, so proper storage ensures safety for everyone in your home. By following these storage tips, you can maintain the quality and longevity of your e-juices.

Returns
Do you accept returns?

Yes, we accept returns for all unopened and/or unused products within 14 days of purchase. To initiate a return, please reach out to us via email.

Furthermore, all hardware purchased from us is covered by a 6-month warranty against manufacturing defects arising from normal daily use, excluding misuse and abuse.

For e-juice, coils, and cotton, we offer a 72-hour Dead On Arrival (DOA) warranty.

I don't like this peice of hardware / e-juice can I send it back?

We're unable to accept returns on any products that have been opened or used unless the product is faulty or not fit for purpose.

The machine I brought off you started vaping on its own and I think it's faulty, can I send it back?

Yes get in touch with us! As long as the reason it's vaping on its own is caused by a manufacturing defect and isn't caused by the item falling down 2 flights of stairs or by having of e-juice flooding the internal components we can usually help you out.

We understand the importance of value for your investment and strive to ensure you don't have to frequently replace hardware. Therefore, all hardware purchases are backed by a 6-month warranty against future manufacturing defects, except for instances of misuse and abuse.

E-juice, Coils & Cotton is covered by the 72 Hour Dead On Arrival Warranty