- Bongsmart delivers to Australia only – no shipping international or to New Zealand.
- We can ship limited stock to QLD customers. We can ship all items on our website to Queensland except dry/glass pipes.
- When adding items to your cart, you will be informed if it cannot be shipped to Queensland.
- Please note a flat rate of $14.95 applies to orders under $100.00 within Australia.
- Free standard shipping on orders $100 and over.
- Express Post is available at a rate of $30.00 per satchel bag.
- Orders placed on weekends or public holidays will be dispatched the next business day. We do not dispatch orders on weekends or public holidays.
- Standard delivery orders are shipped by Australia Post or XL Express. XL Express courier is used over Australia Post when the order is large or contains lighters. You should receive your order within 2-7 days of us receiving payment. Please note that standard delivery may take longer in some rural areas. If you do not receive your order within 7 business days please email email@example.com.
- Express Post is charged at $30.00 and sent in a satchel bag. 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. Please note Lighters and other flammable items cannot be sent via Express Post. If you do not receive your order within 3 business days please email firstname.lastname@example.org.
- Upon placing your order, an automated confirmation email will be sent to you confirming receipt of your order. A subsequent email detailing your tracking number will be sent once the goods are dispatched.
- You can track your delivery for Australia Post here – http://auspost.com.au/track/
- Estimate delivery times with Australia Post here: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
- XL Express orders can be tracked here- https://my.xlexpress.com.au/XL/constatus.aspx
- PO BOX delivery addresses or Parcel Lockers are welcome but we cannot send lighters to these addresses. A residential address must be supplied to dispatch lighters by XL Express courier. If the goods are being delivered to your home, please ensure someone is there to accept the delivery. We recommend your work or other suitable daytime address to ensure someone is available to accept your order. We cannot instruct delivery drivers to leave parcels unattended. The courier will decide to leave it if they deem it safe to do so (safe drop).
- If no one is present to accept delivery, your purchase will be taken back to your local post office and a notification card will be left entailing pick up information. Please ensure you collect your purchase within 4-5 business days. After that time, the post office will return the parcel to us. A redeliver cost of $9.95 will be issued if you do not collect the parcel in time and it has to be resent.
- If you have any questions regarding your shipping please contact us on email@example.com
ONLINE RETURNS / EXCHANGE POLICY
At Bongsmart, we want you to be completely satisfied with your purchase. That’s why our returns policy has been designed to make dealing with Bongsmart as easy as possible.
- We will provide you with a refund or exchange where goods are faulty, wrongly described, different from the style shown or do not do what they are supposed to do. You must provide Bongsmart with image/s of the product you would like refunded or exchanged. If you do not, Bongsmart will not provide you with a refund or exchange.
- We are happy to offer you a full refund or exchange of your purchase, minus the cost of shipping provided it is returned within 3 days of you receiving it, the goods are returned with the purchase receipt, in an unused condition and in the original packaging. Used merchandise cannot be returned.
- Please request a returns form and fill in the appropriate fields. We will send the replacement back to you with no additional charges. However, you must pay the delivery cost of returning the goods to Bongsmart.
- If you cancel your order after you have sent payment and your reason for doing so complies with our returns/ exchange policy, we will refund the amount paid back to your account. If you paid by bank transfer, we will request your bank details so that we can refund the amount back to your account. This should take between 2-3 days to process. If you paid via credit card, we will process the refund through Square immediately and it will take up to seven days to reflect in your account.
RETURNING / EXCHANGING YOUR PURCHASE
- Send an email to firstname.lastname@example.org with a picture of faulty items.
- Ensure the product has not been used.
- Ensure the product is returned in its original packaging.
- Return goods with all the documentation enclosed to:B.Smart
PO Box 367
Dickson ACT 2602
* All items need to be returned to us unmarked, unused, and in their original, undamaged packaging. If the returned item shows sign of damage, wear or use we have the right to decline a refund. In this unlikely event, we will notify you by email.
** Bongsmart recommends sending return parcels via registered post, as we are not liable if your return is not received.
*** Any refunds will be made in the same way as you originally paid and will be processed against the original credit cardholder details. Please be advised that when we have received your returned item/s, you should receive your refund within 3-5 days (it can take longer depending on your bank).