Shipping & Returns

Effective Date: [05.02.2020]

Updated: [01.01.2025]

1. Shipping Policy

1.1 Order Processing

  • Processing Time: Orders are processed within 24 hours after payment confirmation.

  • Business Days: Monday through Friday, excluding public holidays.

1.2 Shipping Methods and Delivery Times

  • Standard Shipping: Estimated delivery between 7 and 10 business days.

  • Express Shipping: Estimated delivery between 2 and 5 business days.

1.3 Shipping Rates

  • Standard Shipping: [Insert rate]

  • Express Shipping: [Insert rate]

  • Free Shipping: Available for orders over $179

1.4 Shipping Restrictions

  • Domestic Shipping: We ship to all states and territories within Australia.

  • International Shipping: Currently, we do not offer international shipping.

1.5 Order Tracking

  • Tracking Information: You will receive an email notification once your order is shipped. 

2. Returns Policy

2.1 Return Eligibility

  • Time Frame: Items must be returned within 7 days of receipt.

  • Condition: Items must be unused, in original packaging, and in the same condition as received.

2.2 Non-Returnable Items

  • Custom Orders: Personalised or custom-made items are non-returnable.

  • Perishable Goods: Due to health and safety regulations, perishable goods cannot be returned.

2.3 Return Process

  • Initiate Return: Contact our customer service at +61 8 9217 0288 / 1300 JOE BOX to initiate a return.

  • Return Shipping: Customers are responsible for return shipping costs, except in cases of defective or incorrect items.

  • Refund Processing: Refunds will be processed within 2 business days after receiving the returned item.

2.4 Exchanges

  • Exchange Policy: We offer exchanges for items of equal value, subject to stock availability.

3. Damaged or Incorrect Items

3.1 Reporting Issues

  • Time Frame: Report any damaged or incorrect items within 24 hours of delivery.

  • Contact Information: Contact our customer service at +61 8 9217 0288 / 1300 JOE BOX to initiate a return with your order number and details of the issue.

3.2 Resolution

  • Replacement: We will arrange for a replacement item to be sent at no additional cost.

  • Refund: If a replacement is not available, a full refund will be issued.

4. Legal Compliance

4.1 Age Restrictions

  • Legal Age: You must be 18 years or older to purchase products from our store.

  • Age Verification: By placing an order, you confirm that you meet the legal age requirements for purchasing tobacco products.

5. Contact Information

  • Customer Service Email: joe@cigarbox.com.au

  • Customer Service Phone: +61 8 9217 0288

  • Business Hours: 10am to 9pm Australian Eastern Standard Time

 

Note: This policy is subject to change without prior notice. Please review it periodically for any updates.