Frequently Asked Questions
Zero. is on a mission to get smoking to 0 in Australia. Find our helpful FAQs here.
Getting Started
How can I become a Zero. patient?
To access over-the-counter nicotine vaping products (≤20mg/mL), simply sign up for an account here. Once approved, you'll be able to shop our catalogue of products.
How do I access your products?
Once your account is set up, you’ll be notified by email. You'll be able to shop our catalogue of products and place your order.
How do I change my account details?
If you need to make any changes to your account simply email or call and one of our friendly staff will be happy to help.
Shipping and Returns
How much is shipping?
Orders over $180 qualify for free shipping, otherwise we charge a flat rate of $9.99 for express post delivery Australia-wide.
Who is your logistics partner?
All our parcels are shipped via Australia Post Express Mail (signature required).
What happens if I have an issue with my delivery?
If you experience any issues with your parcel or have any questions about your delivery, please contact us via email and we will be able to assist.
What are your order processing times?
Our cutoff time for same-day shipping is 2pm AEST.
Support
What is your return policy?
Please see our returns policy here. We do not offer refunds or exchanges for change-of-mind situations. However, if you notice any defects in the product, please contact us and we will be able to assist you further. Please do not use the defective product as it may affect the return process.
What should I do if my device isn't working properly?
If your device is malfunctioning, check the user manual for troubleshooting tips. Common issues include battery problems and coil replacements If the problem persists, please contact us for assistance.
How can I get more information and support?
You can contact our friendly team via email. Our knowledgeable staff are here to assist you with any questions or concerns you may have.
Do you have any other resources on quitting smoking?
We've created a helpful guide which can be found here.