Welcome to Smoke Warehouse. We're pleased to have you shop with us. Below you'll find our shipping policy to help you understand how we process and deliver your orders.
 

Order Processing Time

All orders are typically processed within 24 hours after payment has been confirmed.

We generally ship orders on business days. Orders received before 12:00 PM are generally dispatched on the same business day, subject to product availability, payment confirmation and any applicable verification or regulatory requirements.

Orders placed after 12:00 PM, on weekends or on public holidays will generally be processed on the next business day.

Processing and dispatch times may occasionally be affected by unusually high order volumes, public holidays, carrier disruptions, payment issues or circumstances outside our reasonable control.

Shipping Rates and Delivery Estimates

Domestic Orders — Australia

We offer AU$10 flat shipping rates on order below AU$199, Free shipping for orders over AU$199.

Shipping rates and available services may be provided through our nominated delivery carriers and may vary depending on the destination, package size, weight and selected service.

Express shipping may be available for eligible domestic orders.

Available shipping options and estimated delivery times will be displayed at checkout where available.

Delivery estimates provided at checkout or by the carrier are estimates only and are not guaranteed delivery dates.

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Customs, Duties and Import Charges

International orders may be subject to customs duties, taxes, import fees, quarantine requirements or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, any customs duties, taxes or import charges are the responsibility of the customer.

Smoke Warehouse is not responsible for delays, additional charges, seizure or refusal of goods by customs or other authorities in the destination country where this occurs as a result of local laws or import restrictions.

Customers should check the applicable laws and import requirements of their country before placing an international order.

We reserve the right to refuse or cancel an international order where we reasonably believe that the product cannot legally be shipped to the destination.
 

Order Tracking

Once your order has been dispatched, you will generally receive a shipping confirmation email containing your tracking information.

You can use the tracking number provided to monitor the progress of your delivery through the relevant carrier's tracking system.

Tracking information may take some time to become active after an order has been dispatched.
 

Shipping Address

Please ensure that your shipping address is accurate and complete when placing your order.

We are not responsible for delays, failed deliveries, additional delivery charges or returned parcels resulting from an incorrect or incomplete address provided by the customer.

If you realise that you have entered an incorrect shipping address, please contact us as soon as possible at: info@smokewarehouse.net
 

We will make reasonable efforts to assist where the order has not yet been dispatched. However, we cannot guarantee that an address can be changed once an order has been processed or dispatched.
 

Shipping Restrictions

Some products may be subject to shipping restrictions based on:

• Product type;

• Size or weight;

• Delivery location;

• Carrier restrictions;

• Commonwealth, state or territory laws;

• International import restrictions;

• Customs requirements; or

• Other regulatory requirements.

We reserve the right to restrict or refuse shipment of an order where shipping the product to the selected destination would not be permitted or reasonably possible.
 

If we are unable to ship an order that you have already placed, we will contact you and, where appropriate, arrange a refund for the affected product or order.

Age-Restricted Products

Certain products sold by Smoke Warehouse may be subject to minimum age requirements or other legal restrictions.

Where applicable, we may require age verification before dispatch or delivery.

The customer is responsible for providing accurate information and ensuring that they are legally permitted to purchase and receive the products ordered.

We reserve the right to cancel an order where required age verification cannot be satisfactorily completed or where we reasonably believe that the sale or delivery would breach applicable law.
 

Delivery Delays

While we aim to dispatch orders promptly, delivery times are determined by the relevant carrier and may be affected by circumstances outside our control.

These may include:

• Severe weather;

• Natural disasters;

• Public holidays;

• Carrier disruptions;

• Industrial action;

• Customs processing;

• Incorrect delivery information;

• High parcel volumes;

• Remote-area delivery requirements; or

• Other unforeseen circumstances.

Where a delivery is delayed, please first check the tracking information provided by the carrier.

If you believe there is an issue with your delivery, please contact us and we will make reasonable efforts to assist.
 

Lost or Stolen Packages

Once an order has been delivered to the address provided at checkout and the carrier has confirmed delivery, Smoke Warehouse is generally not responsible for theft or loss occurring after delivery.

If you believe your package has been lost, delayed or stolen, please contact us so that we can assist with investigating the delivery where possible.

You may also need to contact the relevant carrier directly to lodge a delivery investigation or claim.

Nothing in this section limits any rights you may have under applicable consumer protection laws where those rights apply.

Returned or Undeliverable Packages

If a package is returned to us because of:

• An incorrect or incomplete address;

• The recipient being unavailable where a signature or collection is required;

• Failure to collect the package;

• Refusal of delivery; or

• Other circumstances attributable to the customer,

we will contact you regarding the available options.

Additional shipping charges may apply if the order needs to be reshipped.

Where a refund is requested for an undeliverable order, any refund will be handled in accordance with our Refund & Returns Policy and applicable law.

Shipping Policy Updates

We reserve the right to update, modify or change this Shipping Policy from time to time.

Any changes will be published on this page.

The latest version of this Shipping Policy will apply to orders placed after the updated policy has been published, except where otherwise required by law.

Contact Us
If you have any questions or concerns about shipping, please contact us:
Smoke Warehouse
Legal entity: Goat Group 999 Pty Ltd
Email: info@smokewarehouse.net
Phone: 1800 929 292
Address: Melbourne, VIC, Australia
ABN: 99 694 991 216
Thank you for choosing Smoke Warehouse.