Delivery & Returns

Got a few questions? Quickly answer them using our FAQs below!

SHIPPING COSTS

We have 3 shipping rates which are as follows:

  • $11.50 - Cheapest Standard Shipping
  • $15.00 - Auspost Standard Shipping
  • $30.00 - Auspost Express Shipping
CARRIERS

We use 2 carriers: Australia Post and Couriers Please with cheapest currently being Couriers Please.

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

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 login 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 carriers website.

DELIVERIES WHEN YOU'RE NOT HOME

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.

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.

For proof of delivery reasons, we require a signature upon delivery. If no one is home to sign for 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.

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.

WE USE DISCREET PACKAGING

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 TO 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'.

ORDER CONFIRMATION EMAILS ARE SENT

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.

ORDER DELAYS

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 customers 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 item to be sent back for inspection and assessment
  • Can be refunded or exchanged.
  • Any associated costs with returning items are covered bt The Bong Shop.