Frequently Asked Questions

Returns/Claims

Can I return something if I change my mind or I have ordered the wrong thing ?

We will generally accept returns or exchanges on items if you have ordered incorrectly or have changed your mind. You must obtain an RMA approval via the Helpdesk before returning any items. Exchanges or returns must be made within 30 days of purchase of the item.

Items returned must be unused and unopened. Due to health laws we are unable to accept returns of drip tips and e-juice, PG or VG.

Any items returned and not exchanged will receive a store credit less a 20% restocking fee.
What if I don't receive my order ?

If you haven't received delivery within a reasonable time, please contact us via our Help Desk so that we may investigate. Details of delivery time frames around Australia can be found at www.auspost.com.au

If you are not able to accept delivery, Australia Post will issue a card and you can collect from your nearest post office. If you would like your package left somewhere safe, please leave instructions in the comments section when placing your order with us - note that once the package is left it is treated as signed for.
Can I return a faulty item?

Yes, if the item is under warranty. Note that LR atomisers and Cartomisers do not come with warranty due to the nature of the item. If you wish to return a faulty item, please submit a return request with the details. Our usual return policy will apply regarding postage for returned items.

Shopping in store

Are your prices GST inclusive ?

Yes all prices of products shown in our store are inclusive of GST which is 10% as per Australian regulations and are not added onto your final purchase price.

Shipping charges are shown Exclusive of GST of 10% and will be added onto your purchase at checkout.

We are registered for GST and our ABN is 80 090 665 482.
How can I pay?

We offer a number of payment options:

PayPal. Pay using your PayPal account.
Credit Card. Payment is processed via the PayPal gateway however you don't need a PayPal account.
Direct Deposit. You can pay online from your account, or over the counter at your local branch. Our banking details are given after completing checkout.
Cheque. Paying by cheque is ok but please let us know you are doing so.
Fax/Post. Print off the order form after checkout, fill in your payment details and fax or post it to us.
Phone. Payments may be made with your credit card by phoning us during business hours.

For overseas orders, PayPal is the only acceptable payment method and will be subject to fraud checking.

In all cases, orders are not proccessed until payment has cleared.

If payment has not been recieved within 4 days (96 hrs) orders are automatically cancelled.
Can I add to my order?

If your order hasn't moved into Production/Packaging then generally you can.
Simply lodge a Helpdesk ticket stating exactly what you would like added, we will confirm and send you a PayPal invoice/request for the balance.
We can no longer ship Cherry Vapes drip tips outside of Australia

Unfortunately due to some fraudulent transactions, we are no longer shipping Cherry Vape drip tips outside of Australia.

Please contact the authorised Cherry Vapes suppliers in your country to purchase directly from them.
Do you ship overseas ?

We ship to most countries around the world. If your country is not listed when registering then unfortuately we cannot ship to you.

If you are not given a pricing option for shipping we will need to "quote for shipping" to your country and additional payment will be required.
You may pay for your order but it will not be sent until we have received payment for shipping after we have provided you with a quote.
In most cases we require that the items are send Registered so a signature will be required on delivery. Tracking of the delivery may also be required.

International packages MUST be delivered to the registered address shown in your PayPal account. We will no longer ship to a different address due to fraudulent transactions that have occurred with overseas shipment.

Our shipping charges do not include any applicable taxes and duties by Customs/Border Revenue in the country where your order is to be delivered. You are responsible for such taxes and duties.
Why did my order get cancelled ?

Orders that remain unpaid for more than 4 days (96 hours) are automatically cancelled by our system. While this is generally enough time for direct deposits and eCheques to clear, if you are sure payment has been made, and the order shows as cancelled, do please contact us via the Helpdesk.
At times Paypal may "hiccup" and your payment is not marked as paid. Please contact us if your order is still sitting as "pending" and you believe you have made a payment so that we may check and your order does not get cancelled.

We reserve the right to cancel any order we believe may be fraudulant. We also reserve the right to refuse patronage to customers who are abusive to our customer service staff both verbally and via our support system. These orders will be cancelled and payments refunded and the customer account suspended.
Why does it take more than a few days to supply my order ?

If your order contains hand made juice then these are made to order and not in large batches due to the number of variations we offer - ie; PG/VG ratios etc. We generally are able to complete orders for hand made juices between 1-3 days, however during peak times this can be slightly longer. Rest assured you will receive a quality product.

When ordering in stock hardware items, orders are usually sent the next business day. If we are able we try to include in the same days shipping but this is not always possible due to the high volumes of orders we receive.

Our business is open Monday to Friday and closed on weekends and public holidays. Of course the website is open 24 hours/7 days a week.

Please note that if you choose Express shipping this relates to the postal service and NOT our services, it still takes us the same amount of time to produce your juices.
How do Loyalty Points work ?
We have introduced Loyalty Points for returning customers. Each purchase will receive 3 points for every $1 spent in store (shipping not included).
- You are able to redeem your accumulated points at any time when making subsequent purchases, your available points will be shown on the checkout page. Enter the number of points you wish to use for that purchase and click on Apply Changes for your discount to appear.
- Points are only recorded in your account once the order is completed.
- 100 points = $1 in redemption
- Discount Coupons will still work with redemption of points
If you are having problems redeeming loyalty points please submit a support ticket via our Help Desk.
Do you offer samples ?

Unfortunately because all of our juices are hand mixed, it is not practical to make up small batches to have available as samples. The smallest size available is 10ml in a single pack.

We do have some 'Try Me' Packs available that contain five of our juice doublers in 5ml size and we also offer flavours that are in the development phase that you will be able to receive with each order (free of charge). Go to our "Development" category and choose one (1) product and add it to your cart. If you choose more than one (1) sample we will choose which one (1) to send you as there is a limit of one (1) sample per order. You must also place an order for a product to receive a sample juice.

The only thing we ask is that you come back and give us some feedback on the flavour. This can be done in the Development category, click on the product you want to review and on the product page click on the "review this product" link.

Once flavours are added to our sales line, you can still review the flavour by searching our store.
Why don't you keep juices ready made ?

We decided when we started the business to provide juices as fresh as possible without them sitting on shelves. This also allows us to offer you a range of different choices with your juices regarding PG and VG levels.

Orders can take between 1-3 days to supply when there is juice being ordered. At peak times this can even be as long as 4 or 5 days, but please be assured you will receive a fresh product.

The only juices that at times are made in batches are our development juices or our Try Me Packs. Even these don't sit for long as we only make very small batches at a time.

Using Juicewhore Juices/Concentrates

Why is my juice a different colour to last time ?

We get asked quite a lot about the colour of juices which can change from batch to batch. The reason for the colour change is because of variations in colour of concentrates that we receive from our suppliers. We can assure you that we always use the same recipe, however the colour may vary quite dramatically.

For instance the latest Citrus Tart is much lighter in colour than it used to be. One of the concentrates has gone from being orange to clear in colour, however the flavour remains the same. This is also the case with Del's Ultimate Pipe which will vary greatly in colour.

Things can go wrong though and if you try your juice and still feel that it's not the same as what you used to be supplied with, please don't hesitate to lodge a support ticket so we can try and work out what the problem might be.

Be aware also that juices react to Nicotine being added and changing your brand of Nicotine can also change the flavour of a juice and the colour.

Always let your juices steep for a few days when you have mixed them, go back and try again.
What is PG/VG?

PG (Propylene Glycol) and VG (Vegetable Glycerin) are the carrier liquids that produce the "smoke" when you vape. They make up the bulk of the juice.
PG and VG perform the same task but have slightly different characteristics:

VG produces more vapour. It is usually sweeter in taste.
VG gives a smoother vape but can mute flavours.
VG is thicker which slows juice flow, this can cause 'dry hits' (burnt taste).
VG tends to burn more easily, meaning the coil/atomiser may need cleaning or replacing more often.

We can make up your juices in either 100% PG, 100% VG, or mixture of both. We recommend a ratio of 80% PG / 20% VG to begin with.
How do I mix Doublers or Triplers with Nicotine ?

We get asked quite often what ratios to use when mixing our Doubler and Tripler juices.

As the name suggests, Doublers have double the flavour concentrate and are designed for mixing 1:1 with unflavoured Nicotine.

Nicotine is available from a number of overseas suppliers, in various strengths, eg: 24mg(per ml).

Example mix:

If you purchase 36mg Nicotine and mix 10ml of it with 10ml Doubler you will have 20ml of full flavoured juice at 18mg

Triplers are 50% stronger in flavour than Doublers, you can use these in a few ways.

Example mix:

If you purchase 36mg Nicotine and mix 10ml of it with 7.5ml Tripler you will have 17.5ml of full flavoured juice at approx. 21mg

Stronger flavour:

Mix as you would a doubler (1:1) to get more flavour at the same nicotine level.

Weaker flavour:

Mix 2:1, eg: If you have 36mg nicotine and mix 10ml of it with 5ml of Tripler you will get 15ml of juice with not as much flavour but a higher nicotine level (24mg).

Due to the amount of concentrate used in some flavours, some of our juices are not available as Triplers (which is why we cant offer Quadruplers!)

Simple mg maths:

1. Multiply the ml of nicotine by its mg level, eg: 10ml x 36mg = 360

2. Add the ml of nicotine to ml of doubler/tripler, eg: 10ml + 10ml = 20

3. Divide 1 with 2, eg: 360/20 = 18(mg)
Can you help me with using concentrates ?

Whilst we are happy to help people choose the right products for DIY (do it yourself) mixing, we are unable to provide advice on how much concentrate to use with your base of PG or VG.

We have worked hard to develop recipes for juices, some of which have taken months to get right, so please understand that we can't share all of our secrets with you.

Concentrates are for your own useage and experimentation. There are quite a few online resources for mixing advice and help. The Australian Vapers Forum at www.aussievapers.com has a section for this and is a good place to start.
How long should I wait before I use my juice ?

We suggest that you allow a week for your juice to mature, this is known as steeping. Of course you can vape it as soon as you receive it, but because we make the juice to order the flavours take time to meld together and develop - just like a fine wine. You will receive the best taste experience if you can wait just that little bit longer to try it. We know it's hard to wait, but it will be worth it!
Why did I receive a 120ml bottle instead of 4 x 30ml bottles ?

When you order in multiples of 4 x 30ml we offer a discount. The reason we can offer the discount is because we save on labour, packaging and labelling costs by combining the bottles into one. We use a 120ml Dropper Bottle for ease of use and provide you with a 30ml dropper bottle to dispense your juice into.

Hardware

What is the difference between an atomiser and a cartomiser?

A typical eCigarette (ecig) contains 3 main parts - a cartridge to hold the juice, an atomiser to heat & vaporise the juice, and a battery.

Cartridges (carts) are refillable and can be cleaned, ie: they rarely need replacing.
Atomisers (attys) do burn out over time, this can however be measured in weeks and often months. Can be cleaned.

Cartomisers (cartos) are a combination of cart and atty in one unit, they can be refilled a number of times, but most cannot be effectively cleaned - they are designed to be disposible, hence their lower cost.
What is LR, SR, etc?

Atomisers and cartomisers have a tiny wire coil inside them, when power is applied they heat up - how much heat produced is largely dependent on battery voltage and the electrical resistance of the coil itself.
Since we typically use 510 or eGo batteries which have a fixed voltage, in order to produce more heat we select an atomiser/cartomiser with a lower resistance coil.
Resistance is measured in Ohms.

LR (Low Resistance) - 1.5 - 2.0 Ohms
SR (Standard Resistance) - 2.2 - 3.0 ohms
HV (High Voltage) or HR (High Resistance) 3.5 - 4.5 Ohms
VHV (Very High Voltage) 5.0 ohms and above

The above figures are just a guideline but are fairly typical.

Most of our kits come with SR Joye atomisers, at 2.2 Ohms. This for many gives a nice vape with good battery life between recharges.
Those looking for a bit more heat can go to LRs, however this comes at the expense of some battery time. It is NOT recommended you pair 1.5 Ohm LRs with batteries below 650 mAH due to their inability to sustain high current draw leading to failure.

HV and HVH atomisers are designed for "mods" that produce higher voltages than the 510/eGo range.
What does the mAH of a battery mean?

mAH stands for milliAmpHours. In non-technical terms it is the measurement of battery capactity - the higher the mAH rating the longer it will last between charges.
The trade off for more capacity is a physically larger battery.
Eg:
A 510 battery is slightly thicker than a cigarette, it is rated at 180mAH and will last the average vaper 1-2 hours before requiring a recharge.
An eGo battery is more cigar like in size, the largest is rated at 1000mAH and will last the best part of a day.