COVID-19 FAQ

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COVID-19 FAQ

Read below for our FAQs for more information.

  1. Which Shosha stores will be open?
  2. All Shosha stores will remain open under business normal hours.

    For Auckland stores, Hamilton stores and Northland stores, they are open under Alert Level 3. Entry into these stores will still be prohibited.

    To find which stores are open in Alert Level 2 and Alert Level 3, click here.

  3. Will I still be able to enter the store?
  4. For stores in Level 3 regions: Entry into the store is prohibited. You will be served at the entry and payment will be contactless.

    For stores in Level 2 regions: Entry into the store is allowed. Please maintain social distancing from others and follow our team's instruction when visiting the store. For the safety of our staff and customers, PPE and safety protocols are in place.

  5. Will I have to do anything before visiting my local Shosha store?
  6. Please ensure to wear a mask and maintain social distancing. If you feel unwell, do not visit our store and order online.

  7. Will there be contact tracing available?
  8. Yes, all our stores that are open will have a unique government QR code available at the front of the store. Please ensure to scan the code whenever you visit the store.

  9. Can I still order online?
  10. Absolutely, all online orders will be processed normally. Our team is working 7 days to ensure that your parcel is dispatched on time. Please note that due to delays with NZPost, your parcel may be delayed. For more information, please visit NZPost’s website.

  11. How long does shipping take?
  12. Our team is working 7 days to process all orders as quickly as we can. Currently, NZPost has increased safety measures at their depot. As such, NZPost has advised to expect delays even when moving to Alert Level 2. For more information, please visit NZPost’s website.

  13. My order has been shipped. Can I change the delivery address for my order?
  14. To change your delivery address, please call NZPost on 0800 268 743. Alternatively, you can visit their website with your tracking number and change the delivery address online.

  15. My parcel has been marked as delivered but I have not received it.
  16. Please check around your property as the driver may have placed it out somewhere out of sight. If you are not able to find it, please get in touch with NZPost on 0800 268 743 to check with the courier driver. If an investigation is required, please email our team at [email protected].

  17. I missed my delivery, what happens now?
  18. NZPost will try to re-deliver your parcel again.

    Alternatively, you can also re-arrange delivery using your tracking number on NZPost’s website.

  19. Can I make changes to my order once it has been placed?
  20. During this time, we are unable to make changes to your order once it has been made. We do apologize for any inconvenience this may cause.

Please follow our Facebook page for more updates.

Should you have any concerns or have any further questions, please feel free to give our team a call on 0800 746 742 or email us at [email protected].

For COVID-19 prevention tips when vaping, click here.