FAQ's

Shop Online:

What payment options do you offer?

We currently have Direct Bank Deposit or Pay It Later as our payment options.

If you have selected to pay with direct deposit, please use the following details to transfer your payment into our account.
This can be done by online banking, your mobile banking app or head into a bank branch to make a deposit. Once payment has been cleared in our account, we will ship your order.

Account Name: THENDRO
BSB: 083-153
Account No: 705-211-326

Please use your ORDER NUMBER as a reference (will be in your confirmation email) for your deposit and make sure the amount paid matches the amount on the order as this will help us match up and dispatch your order as quickly as possible.

Please note: Payments made with direct deposit may take 2 business days to clear. Orders will only be dispatched once payment has been cleared.

Orders must be paid within 10 days. Orders not paid in this time will be cancelled.

 

For Pay It Later, you can follow the prompts at checkout to make your payment in weekly installments.

Do you have a store I can go into?

YES! We have a Bong Shop factory outlet store at 76 Gladstone Street in Fyshwick ACT. Open Monday to Friday 11am-4pm.

OFF YA TREE – While bongs and bong parts aren’t legal to sell in some states, most of the other items online here can be purchased in store at Off Ya Tree.

The following Off Ya Tree stores sell ALL of the Bong Shop products in store:

Off Ya Tree Canberra ACT – 83 Petrie Plaza, Canberra

Off Ya Tree Tuggeranong ACT – Hyperdome Shopping Centre

Off Ya Tree Hobart TAS – 37 Elizabeth Street, Hobart 

Off Ya Tree Perth WA – 705-707 Hay Street, Perth (except vaporisers)

I’ve just received an email from The Bong Shop that asks for proof of identity? Is this legit?

Indeed it is. We take our customers security very seriously and occasionally we will ask for proof of identity before processing your order. We know that in most cases, orders are legitimate but we’d hate to let someone fraudulently place an order using someone else’s credit card. We would feel better to be safe than sorry. Please email us at info@thebongshop.com.au if you have any questions about this process.

To protect our customers from possible credit card fraud, our online security system is set at a high level. We may contact you if we require you to confirm cardholder details, when our security flags it for review. 

My Account

I forgot my password! Help!

Don’t worry – you can reset your password here! Just click on the forgot password link before signing in to your account and we’ll send you an email with details on how to reset it.

Can I change my account details?

Of course you can! Just login to your account and go to your account dashboard. You’ll see all your account details listed and have an option to ‘edit’ if necessary.

Is it possible to cancel my whole order or an item within my order?

If your order or item hasn’t been shipped yet, then yes we can. Email us at info@thebongshop.com.au or call or text us on 0456 965 744 for assistance. However, if your order has already been shipped then unfortunately we’re unable to cancel it. Some items are able to be returned so once your order arrives, feel free to email us for further information.

Deliveries

What kind of shipping do you use?

We send our parcels with Australia Post – eParcel & express post. For Dangerous Goods such as butane gas, lighters and flammable cleaning products, we ship with Star Track Express. All parcels are tracked and require a signature upon delivery for security reasons.

How much does shipping cost?

We have 4 shipping rates which are as follows:

$15.95 – All bongs, hookahs & large items

$8.95 – All other products

$30 – Express Post

$45 – International Standard Shipping to USA & Canada

FREE standard shipping applies to orders over $120 – Australia Only

How long will delivery take?

Australian orders will be delivered within 2-7 business days. Please note that some rural locations such as NT and WA can take an extra 3-5 days to arrive.

International orders to USA & Canada should be delivered between 5-14 business days.

Delivery Times are calculated once the item leaves our warehouse. 

We ship daily on weekdays. Orders placed before 2pm (AEST/AEDT) on weekdays are dispatched the same day. Orders placed after 2pm weekdays, or on weekends will ship next business day.

Express Post

Express Post is $30 for next business day delivery within Australia. Order before 2pm AEST/AEDT for same day dispatch. Please check Australia Post website to see if your postcode is within the Express Post guaranteed next business day delivery network, as areas outside of this will have additional delays. We ship from Fyshwick ACT 2609. Check your postcode here

Has my order been shipped yet?

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.

Can I track my order?

Of course! We’ll include the tracking number in your order confirmation email. You can then visit the Australia Post website here: https://m.auspost.com.au/view/tracking enter the tracking number and view the status of your order.

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

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

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. 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 info@thebongshop.com.au

Returns

What is your returns policy?

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 email us at: info@thebongshop.com.au.

If an item arrives damaged or faulty, please contact us as soon as possible, so that our customer service 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.

We are not required to provide a refund for Change of Mind purchases. Brand new and unused items can be returned at the customers own cost for exchange or credit only. 

Due to the nature of the items we sell, unfortunately we’re unable to accept some returns. We do not accept Change of Mind returns at all on used vaporisers or used smoking paraphernalia. 

 

My item is faulty or damaged? Can I get an exchange or refund?

Of course! We will always replace, refund or credit faulty items or items that arrive damaged – See our Breakage Replacement Guarantee 

Contact us at info@thebongshop.com.au and include details of the issue, along with any evidential photos or videos to support your claim