Frequently Asked Questions
Find answers to the most common questions about ordering, shipping, products, and age verification at SmokerAU.
🛒 Ordering & Account
Do I need an account to place an order?
You can checkout as a guest or create an account. Creating an account allows you to track orders, save your details for faster checkout, and view your order history.
Can I change or cancel my order after placing it?
We process orders quickly (usually within a few hours). If you need to change or cancel, please contact us immediately at info@smokerau.com. Once dispatched, we cannot modify or cancel the order.
What payment methods do you accept?
We accept major credit/debit cards, bank transfers, and other secure payment options as shown at checkout. All payments are processed securely.
🚚 Shipping & Delivery
Do you ship Australia-wide?
Yes, we ship to all states and territories within Australia. We do not ship internationally at this time.
How long does delivery take?
Orders are dispatched within 24 hours on business days from our Sydney warehouse. Delivery typically takes 2–4 business days for metro areas and up to 7 business days for remote and regional locations.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and order weight. Orders over $250 qualify for free shipping.
Do you ship to PO boxes or parcel lockers?
Yes, we can ship to PO boxes and Australia Post parcel lockers where carrier services allow.
Can I track my order?
Yes. Once your order is dispatched, you will receive a shipping confirmation email with a tracking number. You can use this to track your delivery in real time.
What if I am not home when my delivery arrives?
Our carriers may require a signature to confirm the recipient is 18+. If no one is available, a card will be left with instructions for redelivery or pickup at your local post office.
🔞 Age Verification
Who can purchase from SmokerAU?
You must be 18 years or older to purchase tobacco, nicotine, and vaping products from SmokerAU. By placing an order, you confirm that you meet this age requirement.
How do you verify age?
We verify age at checkout through our secure age verification system and at delivery (carriers may request ID and a signature). You may be asked to provide valid photo ID upon delivery.
What happens if someone under 18 attempts to order?
The order will be cancelled and refunded. We take age-restricted sales compliance very seriously.
📦 Products & Stock
Are your products genuine?
Absolutely. We source directly from trusted brands and authorised distributors. Every product is 100% authentic.
Do you sell nicotine-containing vapes?
Our product range complies with current Australian regulations. For specific inquiries about nicotine products, please refer to TGA guidelines or contact us directly.
Will you restock sold-out items?
Yes, we restock popular items regularly. Sign up for notifications or check back soon. You can also contact us to ask about specific restock timelines.
🔄 Returns & Refunds
Can I return a product if I change my mind?
Due to the nature of our products (tobacco, nicotine, and related items), we do not accept returns for change of mind. This does not affect your rights under the Australian Consumer Law for faulty, damaged, or incorrectly supplied products.
What if my order arrives damaged or faulty?
Please contact us within 7 days of delivery at info@smokerau.com with your order number and photos. We will arrange a replacement or refund under the Australian Consumer Law.
How long do refunds take?
Approved refunds are processed to the original payment method within 5–10 business days.
📞 Still Have Questions?
Contact our support team via the Contact Us page or email info@smokerau.com. We aim to respond within 24 hours.