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FREQUENTLY ASKED QUESTIONS

>> What about secure and discreet packaging?
>> Why didn't I receive the confirmation email after ordering?
>> Do I have to register as a member to buy anything here
>> What areas do we send to?
>> How much you charge for delivery?
>> How long is the delivery process?
>> Are parcels insured?
>> Is tracking available?
>> Why do we require personal information?
>> What personal information we require?


What about secure and discreet packaging?
All of our parcels are packed with absolute discretion in mind. Packaging is plain and the return sender is the name of the staff member who packs the order and the address is our PO Box address. There will be no identifiable information on the parcel.

We pack all fragile products with multiple layers of bubble wrap, then we use an extra cardboard layer for added piece of mind. Our intact and unbroken delivery rate is above 99%.

Why did I not receive a confirmation email after ordering?
The system will automatically send a confirmation email ofter each online order. If you have not got the email in your Junk/Spam mail folder after a few minutes (less than 1% of emails may take up to one hour), a wrong email address may have been entered when ordering. In this case, please go to our Contact Us page and leave your message and correct email address. To avoid this happening again, the best way is to register a member. It is easy and completely free, plus you will get the added member rewards.

Do I have to register as a member to buy anyting here?
No, you do not need to be a member to purchase on our website. However, we strongly recommend that customers register. The main reasons:
1) A registered member does not need to input shipping details everytime when ordering.
2) You can log on and check your order details (tracking number etc.) 24/7
3) To avoid typo mistakes when inputting emails, shipping address etc..

What areas do we send to?
We post to any address in Australia, including P.O. Boxes, Parcel Lockers etc. We currently do not ship overseas.

How much you charge for delivery?
Please check our Shipping Policy for details.

How long is the delivery process?
We ship all orders paid before 3:00pm (AEST/AEDT | Monday-Friday, except public holidays) on the same day. Other orders will be shipped on the next business day. However we cannot guarantee when you will receive your order as we rely on a third-party (Australia Post).

For an estimated delivery time, please click the link https://ozsmoke.com.au/about-us/delivery-time and enter your postcode.

Are parcels insured?
For orders that are more than $20, all parcels are automatically insured. In the unlikely event that a parcel is lost, you will not be left out-of-pocket. This insurance is at NO cost to the buyer. With lost parcels there is a process we have to follow and this can take a couple of days (performing an enquiry with the postal service, as it could be a simple matter of a delay or a wrong address that was given), so patience is appreciated in this instance.

Is tracking available?
Please check our Shipping Policy for details.

Why do we require personal information?
We do not give out your personal information (aside from the chosen postal service), we require your phone number in the unlikely situation that we need to ring you to talk about your order, but more importantly the postal provider may need to contact you in regards to the delivery (i.e. when they have tried delivering a couple times with no luck). Your credit card details are automatically deleted once your order is processed.

What personal information do we require?
- Valid first and last name
- Valid email address (for your invoice and tracking number, and if we need to contact you in regards to any issue with the order)
- Valid phone number (for the above reasons mentioned in regards to issues with mail)
- Credit card name must also match the name of the person ordering