Delivery & Returns
WE OFFER FREE STANDARD SHIPPING ON ALL ORDERS OVER $100 AUSTRALIA WIDE
Deliveries & Returns:
We have 3 shipping rates which are as follows:
$15 standard shipping – All bongs, hookahs and large items
$8.95 standard shipping – All other products
$30 - Express shipping - Next business day delivery
Standard shipping - orders will be delivered within 1-7 business days calculated once the item leaves our warehouse. Please note that some rural locations such as NT and WA can take an extra 3-5 days to arrive.
Orders are shipped daily on weekdays from our Canberra location (excluding public holidays in ACT). Orders placed before 2pm weekdays, including standard post and express post, will ship the same day. Orders placed after 2pm will be shipped the following business day.
Express Shipping - Flat rate $30. Express Post is next business day delivery. (not same day delivery) Please note, some locations may be outside of the guaranteed next business day delivery area. Please refer to the Australia Post website for further details on delivery estimate to your postcode - click here. Orders placed before 2pm (AET/AEDT) weekdays will ship from our warehouse same day. Orders placed after 2pm, or on weekends, will ship next business day.
International Orders: It is your responsibility to ensure that you are compliant with the laws in your country in regards to the importing of the items that you are purchasing. Items confiscated by customs will not be refunded or re-shipped. Any additional customs fees, fines or tariffs are at your own cost, and not included in the shipping rate. For international orders other than New Zealand, the shipping rate will need to be calculated. Please contact us to place your order.
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 ID in that name to collect your parcel.
Return to Sender: If a parcel is un-deliverable or not collected from a post office, it will be returned to sender. We will contact you if we receive your order back to let you know. If the return was due to postie error, or error at our end that your parcel was returned, we will re-ship it for free. If it was due to error at your end, such as wrong address, or not collecting your parcel, and you would like your order re-shipped, you will be required to pay another shipping fee. We can invoice you for this & will re-ship once the fee is paid. Alternatively we can refund your items, minus 15% restocking fee.
Will my order be shipped discreetly and unmarked?
Of course! We pack and send all orders in plain 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. Our parcels and boxes are plain & generic looking, with no reference to bongs or The Bong Shop, and shipped 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.
Can I track my order?
Of course, 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 Australia Post website.
What happens if I’m not home when my order is delivered?
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 will be left for you, letting you know where to pick up your parcel from. You are also be able to track your parcel's location online.
I haven’t received my order yet, where is it!?
We try to make our delivery estimates as accurate as possible. Keep in mind though, deliveries can be delayed in the post especially around the busy times. Allow extra time for public holidays. Please check the status of your order on the Australia Post website using your tracking details provided by email. If you have any questions about your order, please contact us at firstname.lastname@example.org
Can I return my order?
Due to the nature of the items we sell, unfortunately we’re unable to accept most returns. Please ensure you select the correct items before placing your order. If you have any questions about an item, you can talk to out live chat agent on the website, or email us at email@example.com before placing your order, or if there are any issues with your items once received. Returned items will incur a 15% restocking fee. Shipping fees will not be refunded.
My item is faulty or damaged, can I get an exchange or refund?
Every case is different but in short, yes. We always need further information so you’ll need to email firstname.lastname@example.org and include your order details, photo (if applicable) and a description of your item. We’ll assess your query and if it’s found to be faulty, damaged or we need to physically assess it, we’ll be in touch with you to let you know what the next step is.