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Customer Care & Support
Contact Us & Customer Support
Official central service desk for parcel tracking, device authentication, and warranty claims across Australia.
WALA Vape Australia operates a centralized customer service desk via our primary email address: [email protected]. Our support team is online Monday to Friday, 11:00 AM to 8:00 PM AEST (09:00 – 18:00 UTC+8), providing prompt order assistance, security PIN validation, and technical hardware troubleshooting within 24 business hours.
1. Customer Service Operating Hours
Monday – Friday (Active Support):
11:00 AM – 8:00 PM AEST (09:00 – 18:00 UTC+8)
Saturday & Sunday:
Closed (Warehouse Fulfilment Queue Only)
Major Public Holidays:
Closed
Response Turnaround: Every enquiry lodged via our central email inbox is assigned a tracking ticket and answered within 24 business hours. Tickets submitted over the weekend are prioritized and addressed promptly on Monday morning.
2. Centralised Assistance Desk
To prevent misplaced requests and ensure prompt resolution, all inquiries are managed exclusively through our primary support channel:
Consignments
Orders & Parcel Tracking
Australia Post tracking number status, address amendment requests, and dispatch confirmations.
Subject: [Order Tracking – #OrderNumber] [email protected]
After-Sales
Authentication & DOA Claims
Scratch code authenticity checks, smart display troubleshooting, and 14-day replacement support.
Subject: [Warranty Claim – #OrderNumber] [email protected]
B2B Supply
Trade & Wholesale
Bulk order queries, authentic master carton allocation, and retailer account setups.
Subject: [Wholesale Inquiry – Business Name] [email protected]3. Guidelines for Immediate Assistance
To help our service agents resolve your request on the very first reply, please ensure the following details are provided in your email to [email protected]:
- Full Name & Order Number: The exact invoice identifier provided upon checkout.
- Delivery Postcode: To enable instant cross-referencing with Australia Post transit logs.
- Clear Media Attachments: If lodging a Dead-On-Arrival (DOA) replacement claim, include a short 5-second video demonstrating the hardware issue alongside a clear image of the scratch-off authenticity code.
- Device Model: Specify whether your inquiry pertains to the WALA POP 10,000 or WALA YO 18,000 series.
walavapes-au.com strictly caters to verified adults aged 18 and older. Customer service communications are handled in compliance with the Australian Privacy Act 1988 (Cth).