Frequently Asked Questions (FAQ)
Before contacting us, we recommend checking our frequently asked questions. Many of the most common questions are answered here.
1. Will I receive an invoice for my order?
Yes.
Once your order has been placed and the relevant details have been confirmed, we can provide an invoice by email.
If you require an invoice, please contact our sales team:
Please provide your order number and all necessary billing information. We will send your invoice electronically by email.
For payments made through PayPal, you will also receive a payment confirmation and transaction receipt from PayPal.
2. What happens after I place my order?
After you place an order with KiwiCigs, we follow an established process to manage and prepare your order.
Payment Information:
Please email your order number to sales@kiwicigs.co.nz.
If you wish to pay by PayPal, please provide the email address associated with your PayPal account. We will then send you a PayPal payment request or invoice.
If you prefer to pay by Alipay or WeChat Pay, you may provide your WeChat contact details. We will then provide you with the necessary payment information.
Customers in the United States may also pay by Zelle when this payment method is available to them.
Order Verification:
We review the products selected, quantities requested, and delivery information.
Address Confirmation:
Before shipping, we may contact you by email to confirm your delivery address.
Processing & Shipping:
Orders are normally processed in the order they are received and are shipped within approximately 1–3 business days after payment confirmation.
Tracking:
Once your order has been shipped, you will receive the tracking number and a link to check the shipping status, when available.
Delivery:
When the tracking information shows “Delivered” or “Successfully Delivered,” the shipment will be considered delivered.
If the tracking information indicates that your package has been delivered but you cannot locate it, please first check whether it may have been received on your behalf by a family member, friend, neighbour, concierge, reception desk, or another person.
3. What payment methods do you accept?
We currently accept:
- PayPal
- Alipay
- WeChat Pay
- Zelle for eligible customers in the United States
After placing your order, please contact our sales team:
Your order will begin processing once the payment has been successfully received and confirmed.
4. How long does delivery take?
Delivery times depend on the warehouse of origin and the destination country.
- 🇺🇸 US Warehouse → United States: approximately 3–5 business days
- 🇨🇳 🇰🇷 🇯🇵 China, South Korea or Japan → New Zealand: approximately 10–15 business days
- 🇨🇳 🇰🇷 🇯🇵 China, South Korea or Japan → United States: approximately 10–15 business days
- 🌍 China, South Korea or Japan → Other countries: approximately 10–15 business days
These delivery times are estimated guidelines and are not guaranteed delivery times.
Actual delivery times may be affected by customs clearance, local logistics providers, public holidays, weather conditions, and other unforeseen circumstances.
5. Is shopping on our online store safe?
Yes.
We implement appropriate technical and organisational measures to protect your personal information.
Our website uses SSL/HTTPS encryption to protect information transmitted through the website.
Payments made through PayPal are processed directly through PayPal’s secure payment system.
We do not store your PayPal password or sell personal information to third parties.
When necessary to process and deliver your order, we may share essential information with service providers, such as payment providers and shipping companies.
6. What happens after my order has been shipped?
Once your order has been shipped, you will receive the available tracking information by email.
If the shipping status does not update for an extended period or there is a delivery issue, we will contact you when possible and assist you in resolving the issue.
Depending on the circumstances, you may need to contact the local postal operator or courier company responsible for delivery directly.
7. Is shipping free?
Yes. Shipping is free for all orders that meet the applicable requirements.
The shipping method used may vary depending on the destination country, warehouse of origin, product availability, and local logistics conditions.
8. Where do the products come from?
KiwiCigs specialises in tobacco products sourced from local markets in China, South Korea, and Japan.
Our selection is based on our experience in the retail and wholesale tobacco trade and our efforts to identify reliable sources of supply.
9. Can I track my order?
Yes.
After your order has been shipped, we will provide a tracking number and a link to check the shipping status, when available.
This allows you to monitor the progress of your order during transportation.
10. Can I return or cancel an order after it has been shipped?
Once an order has been shipped, returns, cancellations, and refunds are not automatically guaranteed.
Please always contact us first:
Before returning a package or refusing delivery, please wait for our instructions.
11. Is there a minimum age requirement for making a purchase?
Yes.
You must meet the legal minimum age required to purchase and receive tobacco products in your country.
Where required, we reserve the right to request proof of age or other information necessary to verify compliance with applicable legal requirements.
12. What happens if the tracking information says my package has been delivered but I cannot find it?
First, please check whether the package may have been received on your behalf by a family member, friend, neighbour, concierge, reception desk, building manager, or another person.
You should then check the delivery status with the carrier responsible for the shipment and, if necessary, contact the carrier directly.
If you need assistance, please contact us: