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FAQ

How can I make an order?
On the Home page you will find all the available brands. Select a brand and click on it. This will take you to the selected brand family page. Then click on the flavor of your choice. It will be automatically added to your shopping cart. If you want to buy more than one brand or style just select another brand from the "Chose Brand" column and repeat the process. When you are done click "Go To Secure Checkout". You will be taken to Secure Server and you should enter the required information. After that click "Click to purchase". At this point your credit card information is checked and u will receive an order confirmation at your e-mail address.

 

Can I make an order by fax or telephone?
No. You can only pay using Credit Card via the website

 

What payment methods are acceptable?
There is only one payment method acceptable at this time on Tobacco.net.au. We accept only VISA card.

 

Is it safe to pay credit card online?
Do note that you do not pay us, but the credit card company's secure server, so your credit card number cannot be intercepted and your personal data is 100% secured. All the information that you provide during the shopping process is encrypted by our credit card company. Your credit card details are not available for us and used only to process your order online. We collect your personal information only for processing an order and for Money Back Guarantee service.

 

Is there a maximum order?
Yes, this is due to our license restrictions. All of our brands are 100% genuine products made in Australia and hence we have a limit on how much you can buy at one time to make sure that the cigarettes you buy are not for re-sale.

 

How long will my order take to arrive?

The postage time from Australia is about 7-21 days depending on where you are.
If your time is longer than 24 days from the time you have placed the order, please send us an e-mail with the word URGENT in the header, quoting your order number, and we will follow it up.
It is Australia Post policy not to look into a lost item unless it is 24 days late, hence our hands are tied until then.

 

Does my parcel have order tracking?

To see if your order has tracking information please look in your order history, at the bottom of your order page you will see an “Order tracking” section.
Order Tracking
*** Please note that tracking numbers in the format LRxxxxxxxxxAU have been sent via regular international air mail and do not provide order tracking.

 

I’m from Australia, can I buy from your site?

Due to restrictions that apply to us, we are unable to supply Australian Residence with cigarette or tobacco.

The products on our site are ex-duty and GST and do not carry any form of tax and hence the sale of these products to Australian residence is ILLEGAL and we cannot sell them.

But we do have a wholesale business in South Australia and supply remote customers and retail outlets. Our prices are competitive and if you would like a price list, please e-mail us for a price list.

 

I ordered 5 cartons, you only sent me 2, where are the rest?

Due to Australian law we can only ship a maximum of 2 cartons of cigarettes, or 300grams of rolling tobacco per week.
As a result, your order has been split into several parcels. The remainder are still on their way to you.

 

What are these points that I see on my profile?

Every dollar you spend on our site is 1 point. Every 30 points = AUD$1.00 (Australian Dollar), so when you have enough points, you can use them to pay for your purchase.
During checkout, you have the option to pay with your Credit Card or with your points, if you want to pay with your points, make sure you tick the “Pay with Reward Points” option.
Points

 

What about Customs?

You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from our site, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

 


ABOUT PRODUCT

Is the quality of the tobacco products sold in your store good?
The quality of cigarettes we offer is the highest quality available on the market. Our tobacco products are made in Australia. There is only one way to find out the quality of our products. Try them!

Do you sell other brands of cigarettes in addition to those advertised at your site?
Not currently. The only brands we sell are shown on the Home page.

Will you be offering other brands in the future?
Yes. The assortment and type of available brands and products will extend in time.


DELIVERY

Which countries do you deliver to?
We deliver products to World Wide Customer. You must be of legal age in your country to order tobacco products from Tobacco.net.au

How long does it take to process my order?
All cigarettes at our site are available to be shipped - that means we have them in stock and can provide them to you immediately. All orders will be dispatched within 24 hours. All weekend orders will be sent on Monday. We make all efforts to ensure that your order is shipped promptly!

How long does it take to deliver my order?
We use Australia Post Air Mail to ship orders. It provides quite fast and inexpensive delivery to most countries of the world. In most cases the parcels are delivered to your door, but sometimes you will have to pick up your parcel at the local post office unit. Usually delivery takes 1-3 weeks for US from the date we shipped the parcel out. The deadline for the parcel is 4 weeks from the date we send the parcel out. Delivery time may vary depending on the country and the city you live in.

What are the shipping rates?
We have a very simple shipping and delivery price policy:

  • $12.99 Australian per carton
  • $6.99 per pouch of tobacco

If I make an order Saturday, when my order will be sent?
Usually, your order is processed in 24 hours. Orders received on Saturdays are sent on the first working day following reception (Sundays and public holidays).

Why can't I order more that the prescribed amount stated on the page of the product?
This is to make sure that all products bought on our site is not for re-sale


LEGALITY

Is it legal to resell cigarettes ordered from Tobacco.net.au?
No. This is against the law in any country of the world.

Is it legal to ship cigarettes and tobacco?
Absolutely! As long as YOU ARE OVER 18 YEARS OLD and are buying the tobacco products for personal consumption and NOT FOR RESALE. Buying cigarettes from our online store for resale could cause problems with the law, because the taxes of your country were not payed. But you can purchase tobacco goods for personal use without any problem.


GUARANTEE

Do you guarantee that no duty will be paid worldwide?
We cannot guarantee that no tax will be paid worldwide because some countries may occasionally apply the international postal regulations and standards.

Does Tobacco.net.au use personal data of customers (mailing address, e-mail address, etc.) for advertising campaigns or other promotional activities?
We do not sell or rent your personal information to others. The information provided to us as a result of your online purchase, such as your name, E-mail address, phone number(s) and point of delivery or forwarding address are only used for shipping.

Does Tobacco.net.au have a database containing the customer's credit card details?
No.

Does Tobacco.net.au store information on who bought cigarettes online on files?
No, we don't store this information.