FAQs

Last updated: 16 October 2026

Straight answers about stock, payment, delivery, tracking and returns — the questions our team is asked most.

Ordering and stock

How do I know whether a product is in stock?

Each product page shows its current availability, and the options available to you are listed on the product page itself. Stock moves quickly, so if an item sells out between your visit and your order we will contact you to offer an alternative or a refund.

Do I need an account to order?

An account lets you track orders and reorder in a couple of clicks from My Orders, but it is not required — you can check out as a guest.

Can I order more than one carton?

Yes. Where a product has options, choose the quantity and variant on the product page before adding it to your cart. If you need a larger quantity than the site allows, message us on WhatsApp and we will confirm availability.

Payment

What payment methods do you accept?

PayPal, Apple Pay, Google Pay and major credit or debit cards. The options available for your basket appear at checkout. See Payment Methods for the full detail.

What currency are prices in?

All prices are in Australian dollars (AUD) and the checkout total already includes any shipping charge.

Is it safe to pay on your site?

Yes. Payment is processed by established providers over an encrypted connection, and we never see or store your full card number.

My payment was declined — what now?

Check the card details and billing address, confirm with your bank that the card is enabled for online purchases, then try again or use another method. No order exists until payment is approved, so nothing is charged on a declined attempt.

Delivery and tracking

How much is shipping?

Free on orders of AUD $200 or more. Below that, a flat AUD $15.99 with Australia Post tracking. The exact charge always appears at checkout before you pay.

When will my order be dispatched?

Within 48 hours of payment confirmation, on business days. Weekends and public holidays can add time, as can a bank verification step.

How long does delivery take?

Usually 2–3 business days to metro areas after dispatch, 3–7 to regional centres, and 7–12 for remote locations. These are carrier estimates, not guaranteed dates. Full detail is in our Shipping Policy.

How do I track my parcel?

Your Australia Post tracking number is emailed to you at dispatch and is always available in My Orders, so you can follow the parcel yourself.

Is the packaging discreet?

Yes — plain, unbranded outer packaging, with nothing on the label that describes the contents.

Returns, refunds and problems

What if my parcel does not arrive?

We will offer a replacement or a refund. Contact us with your order number and we will handle the Australia Post investigation for you. See our Return Policy.

What if my order arrives damaged or incorrect?

Send us your order number, a description and a photograph of the item and packaging. For genuine faults, incorrect items or transit damage, we cover the cost of putting it right.

Can I return something I changed my mind about?

Yes, within 14 days of delivery, provided the item is unopened, unused and in its original packaging with any seal intact. For health and hygiene reasons, opened or seal-broken tobacco cannot be taken back on change-of-mind grounds — but that restriction never applies to faulty, damaged or incorrect items.

How long does a refund take?

We process approved refunds within 3–5 business days, back to your original payment method. Your bank may then take a further 5–10 business days to show it on your statement.

Can I cancel or change an order?

Often yes — while it is still being packed. Message us as soon as you can. Once a parcel is with Australia Post it can no longer be stopped.

Age and legal

Do I need to be 18 to order?

Yes. Our products are for adults only and you must be at least 18 to place an order. We may ask for proof of age, or cancel and refund an order where eligibility cannot be confirmed.

Do you ship outside Australia?

Not currently. We deliver Australia-wide only.

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