Do you have a question for us? We have compiled a list of FAQís below to help.
PRODUCTS & E-JUICE
Are your products authentic?
Yes! HOV has a strict ëNO CLONEí policy. Our hardware is sourced from well renowned manufacturers around the world and are 100% authentic.
My mod/battery isnít turning on, is there something wrong with it?
It may sound simple, though you may not have turned it on properly. Most mods/batteries require you to click the power button 6 times very quickly to turn on and off. It is best to check the instruction manual of your specific mod/battery. If this doesnít work, please contact us to trouble shoot further.
Do I need to mix the e-juice?
When you purchase e-juice from our Blowiní Clouds range, we have included a ëready to vapeí option that does not require mixing. However, if you purchase 50/50 or 100% PG flavour doublers from our Blowin Clouds range or concentrates from T-juice or Pink Spot, you will need to mix them yourself. Click here for our range of mixing supplies.
Do your e-juices contain nicotine?
No! None of our e-juice ranges contain nicotine. It is illegal to sell e-juice containing nicotine in Australia.
How do I mix my e-juice?
Please click here for detailed instructions on mixing Blowiní Clouds Doublers. We recommend the use of an ejuice mixing calculator ñ e-juicemeup
My e-juice tastes burnt, what should I do?
Change your coil! Be sure to prime your coils and break them in to ensure they last longer. For more information on coils and how to get the most from them, please Click HERE
When will my order arrive?
All packages are dispatched from Sydney. All orders placed before 1pm NSW time (Mon-Fri) will be dispatched the same day. Delivery times will depend on whether you have selected Standard or Express Shipping. Click here for Aus Post delivery times. Note: We ship from postcode 2045.
Do I qualify for Saturday delivery?
If you live in NSW/ACT and are within the Saturday delivery area, YES! Order by 1pm NSW time on Friday, select Express Post and you will receive your order on Saturday (usually between 9am and 1pm). You can check if your postcode qualifies HERE. (we ship from postcode 2045)
How much does shipping cost?
Standard shipping within Australia:
$6.95 (below 500g)
$9.95 (500g and above)
Express shipping within Australia:
$8.95 (below 500g)
$11.95 (500g and above)
All weights are calculated at checkout.
How do I qualify for free shipping?
Just spend $130 or more and Standard shipping is free. You can upgrade to Express Shipping for an extra $2, just select the option at checkout.
Do you ship internationally?
Yes we do, though please contact us via email at email@example.com to place your order.
How will I know when my order has been shipped?
Once your order is dispatched, you will receive an email from us to notify you. Shortly after dispatch, you will receive an email from Australia Post which will contain the tracking number for your package. You can track your package on the Australia Post website.
Is my signature required on delivery?
Yes, we require a signature from the recipient upon delivery. If you are not home, you can collect the item from your local Australia Post outlet. If you have any particular preferences regarding leaving items on front/back doors, please let us know via the comments section on your order. Please note that we cannot be held liable for any items that go missing.
WARRANTY & RETURNS
Do your products have a warranty?
Some of our products do, others do not. Please click here for details on warranty.
How do I return a faulty item?
Before you return anything, please email us at firstname.lastname@example.org and explain the fault (please provide a picture/video if possible). You will need to return the item (in its original packaging) to us for assessment and we will advise of the outcome. Return postage for faulty items is at the expense of the customer. If a replacement is necessary, we will cover postage of the replacement item. If we find no fault with the item or there are signs of damage or misuse, the return postage will be at the customerís expense.
How do I use my store credit?
Itís very easy! Go to ëMy Accountí at the top of our website. In your account page you will see the store credit code. Copy the whole code (without the dollar value) and paste it in the coupon code field at checkout.
How do I pay for my order?
HOV accepts payment via the following:
- Bank Deposit (order will be on hold until payment is cleared)
Are my credit card details safe?
Yes! Our online system encrypts all your details through the latest SSL encryption standard to ensure your details are safe.
How does the HOV Rewards program work?
You can earn HOV Dollars by registering an account, purchasing products or reviewing products. Click here for all the info you need on the program.
How do I use my HOV Dollars?
Once you have added all items to your cart, go to ìview cartî. Within the shopping cart, just click ìApply discountî and the amount will be deducted from your order total.
How do I know how many HOV Dollars I have?
Log into your account on our website and go to ìMY ACCOUNTî. You will see your HOV dollars, along with all your previous orders.
Why havenít my product reviews been approved?
HOV appreciates your product reviews as our customers rely heavily on these reviews when purchasing our products. Reviews should be honest and based on your true use of the product. Approval of product reviews and the allocation of HOV Dollars will be at the discretion of HOV management.