My order is lost/damaged/missing items

If your order has damaged or missing items

We pride ourselves on our quick same day dispatch, and always aim to get your orders out on time and safely packaged for transit. We operate high definition cameras on our dispatch tables to make sure that all our orders are picked and packed correctly before dispatch, but in the event we do mess up your order and you find we’ve sent the wrong item/s or something is missing or damaged, please get in touch with our Support Team who will resolve this for you immediately. 

Please reach out to our support team by filling out the contact form.

Contact Support


If your order is lost in transit / stolen from your property

Overnight Delivery / Saturday Delivery (NO Signature)
If you opt in and choose No Signature Required on checkout Caktus Vape nor NZ Post are able to refund or replace items that have been lost or stolen after being successfully delivered to your property. If your parcel has been marked as Delivered but you have not received the parcel please call NZ Post on 0800 501 501 and quote your tracking number to launch an investigation.

Overnight Delivery / Saturday Delivery (Signature Required)
If you opt in and choose Signature Required on checkout, please ensure someone is available to receive the item(s) on arrival. If your parcel has been marked as Delivered but you have not received the parcel please call NZ Post on 0800 501 501 and quote your tracking number to launch an investigation. Alternatively you can contact our support team and we can launch an investigation with NZ Post on your behalf.

Please reach out to our support team by filling out the contact form.

Contact Support

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