About Sarah Mitchell – Customer Support & Compliance Manager

G’day, I’m Sarah Mitchell, a proud Sydneysider with over 7 years in the vaping industry, currently serving as the Customer Support & Compliance Manager at Prime Vape Store. Born and raised in New South Wales, I kicked off my career in retail before diving into vaping in 2018, right as the Aussie market started heating up. I’ve handled everything from warehouse ops to TGA audits, and I’m passionate about making sure every vaper gets fair dinkum service and compliant gear. As of December 2025, I’m still based in our Revesby warehouse, helping thousands of customers navigate the ever-changing world of vaping in Australia.

My Journey in the Vaping Industry

My vaping story began in 2018 when I joined a small Sydney shop as a sales assistant. I quickly moved up to compliance roles, dealing with the TGA’s evolving rules on nicotine imports and product safety. By 2021, I’d helped audit over 10,000 products for authenticity and led training sessions on age verification. In 2023, I joined Prime Vape Store full-time, where I’ve streamlined our support systems and ensured we stay ahead of 2025 law changes – like the shift to no-prescription nic vapes for licensed retailers. Outside work, I’m active in local vaping communities, sharing tips on spotting fakes and safe storage.

2018: Started in vaping retail in Sydney, focusing on customer education.
2020: Promoted to compliance officer, handling TGA submissions.
2021: Led authenticity checks for 10,000+ products.
2023: Joined Prime Vape Store as Support & Compliance Manager.
2025: Oversaw updates for new TGA rules, ensuring seamless customer transitions.

My Expertise Areas

I specialise in the practical side of vaping – from compliance to customer care – helping Aussies get the right gear without the headaches. My key areas include:

TGA Compliance & Laws

Explaining 2025 rules, state differences, and how to buy legally in Australia.

Product Authenticity

Spotting fakes, verifying brands like IGET and Elf Bar, and ensuring TGA-approved stock.

Shipping & Returns

Express delivery tips, discreet packaging, and hassle-free 30-day policies.

Customer Support Strategies

Quick fixes for common issues, like coil troubleshooting or order tracking.

Safe Vaping Practices

Storage advice, battery safety, and age verification best practices.

All my insights come from hands-on experience in the warehouse and dealing with real customer queries – keeping things straightforward and reliable.

Mission & Authority at Prime Vape Store

As Customer Support & Compliance Manager, my mission is to make Prime Vape Store the most user-friendly vape shop in Australia. Working with the team like Elias Vance and Dr. Rachel Chen, I ensure our processes are transparent, compliant, and customer-focused. I’m committed to:

Providing lightning-fast support that resolves issues on the spot.
Maintaining 100% TGA compliance to protect our vapers.
Building a community where Aussies can shop with confidence.

My authority comes from years on the front lines, including certifications in Responsible Service of Vaping Products (NSW) and direct work with Australian distributors.

Trust & Transparency

In an industry full of knock-offs, trust is key. That’s why I:

Only promote verified, authentic products from licensed sources.
Keep everything transparent: Full disclosure on shipping times and returns.
Base advice on real experiences and TGA guidelines – no sales spin.

This isn’t expert medical advice – for health queries, see your GP or Dr. Rachel Chen’s reviews. We’re here for practical support only.

Get in Touch

Need help with an order, compliance question, or just a chat about vaping? I’m your go-to.

Disclaimer: Nicotine is addictive. Vaping products are for adults 18+ only. This page is informational – consult professionals for personalised advice.