FAQ
Frequently asked questions
The short answers to what we get asked most. If yours is not here, the contact page has email and WhatsApp.
How do I place an order?
Choose a device page, pick the flavour and quantity, add it to the cart and check out with your name, address, phone and email. You do not need an account. At the end you get an order number beginning VVIC- and the bank details to pay to. Nothing is charged automatically because there is no card step.
How do I pay, and when is the order confirmed?
By bank transfer — PayID or BSB and account number — using your order number as the reference. The order is confirmed once your transfer has landed in our account and been matched to it; PayID payments generally arrive faster than a standard transfer between banks. You receive an email when that happens; until then the order sits as awaiting payment.
Do I have to upload a receipt?
No, but it helps. A screenshot of the transfer uploaded on your order page lets us find your payment faster. We still dispatch only once the money has actually landed, so the screenshot on its own does not send the order out. If you skip it, we match the transfer by its reference when it arrives.
How long until it arrives?
Dispatch is usually within 2–3 business days of the payment being matched, then transit on top: typically a few business days to the eastern states, longer to Western Australia and the Northern Territory. The state-by-state guide and the free-shipping threshold are on the shipping page.
Can I track the parcel?
Yes. The tracking number is emailed, and texted if you gave us an Australian mobile, when the parcel is handed to Australia Post. You can also open your order page at any time to see the current status.
Do I need an account?
No. Guest checkout is the default, and your confirmation email links to your order page, where you can upload a receipt whenever you like. Signing in lets you see your past orders in one place and save addresses to pick from at checkout. Sign-in is by email only: enter the address you ordered with and we send a one-time link, so there is no password to create or forget.
Do I need to be 18?
Yes, and you confirm it when you enter the site. We do not sell to anyone under 18, and we cancel any order we believe was placed by or for a minor, refunding anything already paid.
Can I change or cancel after paying?
Before dispatch, yes — email or WhatsApp us straight away with the order number and the change. After dispatch the parcel is with the carrier and cannot be redirected or recalled, so the returns policy takes over. Not paid yet? Just don't pay and the order cancels itself after 14 days, or message us and we will cancel it now.
What if the device is faulty?
Film a 10–20 second video of it being used, email it with your order number, and we replace it — usually without needing the faulty one back. What counts as a fault, and what does not, is set out on the returns page.
Which flavours have a 'What the name tells us' note?
Flavours whose names tell you what is in them carry a short 'What the name tells us' note on the flavour page, written from the ingredients in the name rather than from a taste test. The CRWN Infinity flavours whose boxes print their ingredients, such as Don Juan, JK777 or Mango Smoothie, have no such note; their product pages repeat that box list instead, word for word. Where we have neither a descriptive name nor a printed list to go on, the page carries no note at all.