FAQ
Q. How can I contact you?
A. You can contact us through our email enquiry form, or send an email to our customer service team at [email protected]. Our post address is P.O.Box 1036, Belconnen Post Shop, ACT 2616, Or call us on 02 6100 8581
Q. Would you keep my credit card information?
A. No, we don't keep any credit card details so it is very safe to pay by card on our website.
Q. How can I track my order?
A. Once your order is placed you can log in to your account and click on order history to view your orders. Your order will be shown as one of the following statuses. We will also send you an email when the order status has changed. Please check your email spam folder if you didn't receive it.
Order Received: The Order has been placed and is awaiting processing.
Payment Received: Credit card has been charged and the order is ready to ship
Order Complete: The order has been shipped and tracking information is available.
Q. When can I receive the order items?
A. We usually ship your order within 24 hours after payment is received, but during public holidays or weekends, the shipment might take up to 5 working days. Please take into consideration the delivery time from our warehouse to you.
Q. What's the Policy for Refund and Exchange?
A. At onlinesmoke.com.au we want you to be happy with your purchase. If for some reason you are not satisfied - please contact us at [email protected] and we will arrange an exchange or refund in accordance with the policies below.
Refunds will only be issued within 7 days of the purchase and only where the goods are shown to be faulty. Please contact us at [email protected] BEFORE sending the item back. We will arrange to refund your payment AFTER the inspection of the returned items. However, the original freight and the cost of sending the goods back will have to be paid by the customer.
A refund can not be issued due to:
- Damage caused by accident, misuse, or negligence.
- Change of mind, no longer want the products, just do not like them, or find that goods are the wrong size or colour.
- Able to purchase the same or similar products elsewhere for a cheaper price.
- Any defect was found before the purchase, for example, when goods are clearly labeled as faulty.
Exchanges
We will be happy to exchange your product within 7 days of the purchase, for goods of the same value, provided products are returned to us in the original condition and able to resell. You may exchange for higher-priced items by paying the balance. However, we are unable to refund if you choose a cheaper one. There will be a delivery charge on the exchange. To arrange an exchange, please contact us first at [email protected].
Q. Do you charge Tax or GST?
A. onlinesmoke.com.au shall automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within Australia. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other states.