Delivery & Returns

WE OFFER FREE STANDARD SHIPPING ON ALL ORDERS OVER $120 AUSTRALIA WIDE

How Much Does Shipping Cost?

Delivery & Returns:

We have 4 shipping rates, which are as follows:

  • $16.50 - Auspost Standard Shipping *
  • $19.50 - Auspost Standard Shipping with Signature Required *
  • $30.00 - Auspost Express Shipping *
  • $33.00 - Auspost Express Shipping with Signature Required *
  • Free Standard Shipping Over $120 Australia Wide *

* Items classified as dangerous goods by the courier companies will be sent via Direct Freight
* Orders that AUSPOST deem dangerous goods will be sent via direct freight, and also orders that AUSPOST can't send (some regional areas)

When are orders Shipped?

Orders are shipped daily on weekdays from our Canberra location (excluding public holidays in the ACT). Express post orders placed before 2pm Tuesday to Friday, will leave our warehouse the same day. Express orders placed after 2 pm will be shipped the following business day (excl. weekends). Orders with standard shipping will be processed after express orders, and there may be a dispatch delay on these depending on the number of express orders, which take priority.

Shipping Updates

We’ll send you an email when we have sent your order, but you can also log in to your account and check your order status. we’ll include the tracking number in your shipping confirmation email.
All shipping updates will be shown on the carrier's website.

Who do you use for your Shipping? 

We use 2 carriers:

  •  Australia Post
  • Direct Freight (Direct Freight are for dangerous goods and orders that AUSPOST can't deliver). 

Please refer to the shipping rates above, Please note that orders with dangerous goods will be sent via Direct Freight road transport and may take longer to arrive. 

Restricted Items (Dangerous Goods)

Some products, such as gas-filled lighters, butane gas, Randy’s Black Label Cleaner and Orange Chronic Cleaner, are considered Dangerous Goods due to flammable contents. 

For that reason, these items cannot be shipped with Express Post or air mail and cannot be delivered to Parcel lockers. As they cannot travel by air, we are also unable to ship to Tasmania or overseas. 

These products are required to be delivered by road freight via Couriers Please and may take slightly longer to arrive, depending on your location.

For express orders containing these items, Either your whole order will travel express by road – (which will still be faster than standard shipping, but may take an extra couple of days more than regular Express Post, depending on your location), OR your order will ship by Express Post, and the flammable items will be sent separately by road, arriving a couple of days later than the rest of your items. 

Please note: bookings for the collection of dangerous goods packages are made at 12 pm daily. If your order is made after this time frame, and we have no prior orders booked that day for collection, your order will ship the next business day.

Your Details: 

Please ensure that you check that your address details are accurate and correct when placing an order so that it can be delivered. It’s also important that you use your real name on your order – If the parcel is for any reason undeliverable and goes to a post office, you will need an ID in that name to collect your parcel.

Return to Sender: 

If a parcel is undeliverable or not collected from a delivery centre, it will be returned to the sender. We will contact you if we receive your order back to let you know. Please respond in a timely manner to ensure this is resent as soon as possible.

Will my order be shipped discreetly and unmarked?

The Bong Shop use discreet packaging for your orders, We got you!

Of course! We pack and send all orders in plain, generic packaging. You can get your order shipped to your workplace, and there won’t be any branding that says The Bong Shop. We continue to maintain our discreet and unmarked packaging to give you confidence when ordering from our site. The sender's name is Canberra Online, and we ship like regular parcels with Australia Post.

How will I know if my order has been sent to me?

Don’t worry, we’ll send you a shipping confirmation email with your tracking number once your order has been shipped. You can also log into your account, which will show you the status of your order at any time.

Are Order Confirmation Emails Sent?


Yes, they sure are!
We’ll send you a shipping confirmation email with your tracking number once your order has been shipped. You can also log into your account, which will show you the status of your order at any time.

Can I track my order?

We’ll send you an order confirmation email once your order has been created.

You can also log into your account which will show you the status of your order at any time

We’ll send you a tracking number for your order in an email once it’s shipped and you can check the status on the carrier's website and this can also be viewed by logging into your account and viewing 'My Orders'.

What happens if I’m not home when my order is delivered?

When you receive tracking, the tracking portal for each courier should provide you the option to 'Leave In A Safe Place' where you should also be able to designate where to leave it on their system.

If no place is specifically designated

This should be if no one is home to sign for your parcel, it will be at the postie’s discretion if there is a safe place to leave it where it won’t be damaged by weather or easily stolen. If not, it will be taken to your closest Australia Post outlet. You can always see the status or location of your order with the tracking number.

If no one is home to receive your parcel, and there is not a safe place for the postie to leave it, it will be taken to your closest Australia Post outlet. A postcard should be left for you, letting you know where to pick up your parcel from, but if not, you can still track your parcel’s location online.

Order Delays - I haven’t received my order yet, where is it!?

Keep your pants on!!!

We try to make our delivery estimates as accurate as possible. Keep in mind, though, that deliveries can be delayed in the post, especially around busy times. Allow extra time for public holidays. Please check the status of your order on the carrier's website using your tracking details provided by email. If you have any questions about your order, please contact us.

Returns:

Policy is in addition to customers' rights that you may have under Australian Consumer Law.

Please ensure you take care to do your research and make an informed decision to select the correct item when ordering. If you have any questions about any of our items, please contact us.

Damaged in Transit:

  • If an item arrives damaged or faulty, please contact us via the 'Get in Touch' link in the footer below as soon as possible, so that our customer support team can assist you with a replacement, exchange or refund.
  • Claims must be made within 14 days of purchase and be supported with photographic or video evidence.

Change of Mind

  • We are not required to provide a refund for Change of Mind purchases - exchange or credit only.
  • We do not accept Change of Mind returns at all on used vaporisers or used smoking paraphernalia. Brand new and unused items only
  • Returned at the customer's expense
  • Due to the nature of the items we sell, unfortunately, we’re unable to accept some change of mind returns.

Faulty Goods

  • Must be provided with Photographic evidence
  • We may ask for the item to be sent back for inspection and assessment
  • Can be refunded or exchanged.
  • Any associated costs with returning items are covered at The Bong Shop.