Real operations · Clear delivery

After you order

Real warehouse and dispatch context, with the conditions that matter shown upfront.

* Subject to stock, payment and order checks. Excludes public holidays. Delivery timing is estimated, not guaranteed.

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Customer help

One click to the right support path

Straight answers

Frequently asked questions about dispatch, delivery, tracking and order support.

  • What happens if I order before 2pm?

    Orders placed before 2pm Sydney time on Monday–Friday, excluding public holidays, are dispatched the same business day when stock is available and payment and order checks are complete.

  • What happens after the 2pm cutoff?

    Orders placed after 2pm are dispatched on the next business day. Weekend and public-holiday orders are processed on the next business day.

  • How long does delivery take?

    Estimated delivery is 3–7 business days after dispatch. This is an estimate, not a guarantee; remote destinations, address issues, weather, public holidays and carrier disruption can add time.

  • Will I receive tracking?

    Tracking is supplied after dispatch. A label-created status can appear before the carrier records its first physical scan.

  • How do I choose the correct variant?

    Select the exact variant name and wait for the matching image to update before adding the item to your cart. Packaging artwork can change between production runs.

  • Are puff counts guaranteed?

    No. Puff figures are manufacturer estimates and actual results vary with draw length, frequency, selected mode and other conditions.

  • What should I keep if something arrives wrong or damaged?

    Keep the outer parcel, shipping label, retail packaging, item and clear photographs until the order review is complete.

  • Where can I get help with an order?

    Use the Help Centre for tracking, wrong, missing or damaged item steps and the currently available verified contact path.