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 (if you are in the express post network)
FREE standard shipping Australia-wide applies to orders over $100
Orders are shipped daily on weekdays from our Canberra location (excluding public holidays in ACT). Express post orders placed before 2pm weekdays, will leave our warehouse on the same day. Express orders placed after 2pm will be shipped the following business day. Orders with standard shipping will be processed after express orders, and there may be a dispatch delay on these depending on the quantity of express orders, which take priority.
Orders will be delivered within 2-7 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. For a delivery time frame estimate, click here
If you need your order faster than that, we recommend Express Post, as express orders will always be prioritised over standard shipping orders.
Flat rate $30. Australia Post guarantee next business day delivery to postcodes within their Express Post Network. Additional delays will be incurred for postcodes outside of this area. We ship from postcode 2609. Please check delivery timeframe to your postcode on the Australia Post website. - click here. Orders must be placed before 2pm (AET/AEDT) weekdays to leave our warehouse same day. Orders placed after 2pm weekdays, or on weekends, will leave our warehouse on the next business day. Australia Post offer the next business day guarantee - it is the responsibility of Australia Post to uphold that guarantee. The Bong Shop is not responsible for delays in delivery once Australia Post is in possession of your parcel.
POSTAGE 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 Australia Post, air mail or regular Express Post, and cannot be delivered to Parcel lockers. As they cannot travel by air, we are also unable to ship to Tasmania.
These products are required to be delivered by road freight with Star Track, and may take slightly longer to arrive, depending on your location.
For express orders containing these items, they will travel express by road with Star Track - 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. Please check Star Track website for delivery estimate to your location.
Please note: bookings for collection of dangerous goods packages are made at 12pm 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 next business day.
We are currently not shipping outside of Australia.
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, 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 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.
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 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.
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 email@example.com
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 firstname.lastname@example.org 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, can I get an exchange or refund?
We will refund, credit or replace any items that are found to be faulty on arrival, or within the warranty period (on warranty applicable items). If you feel your item is faulty, please contact us as soon as possible at email@example.com Please include photos of the fault if applicable. We’ll assess your query and if it’s found to be faulty, or we need to physically assess it, we’ll be in touch with you to let you know what the next step is.
My item is broken!
While all care is taken with packaging of fragile items, breakages may occur in transit. If your item has arrived broken or damaged, please contact us as soon as possible at firstname.lastname@example.org. Include photos of the broken or damaged item/s.
Please inspect your items thoroughly on arrival. If you do not report any problems with your item when you receive it, we assume that you received it in good working order without damage. We have no responsibility to provide refunds, exchange or credit for items that you have damaged or broken yourself after the fact.