Frequently Asked Questions
Clear answers
Frequently asked questions
Browse 24 practical answers about ordering, dispatch, tracking, product details, packaging and order help.
Ordering
What should I confirm before adding to cart?
Confirm the exact variant name and wait for the main product image to match it.
Are shown options always available?
Availability is variant-specific and can change. Use the current selector and stock state on the product page.
Dispatch & Delivery
What is the dispatch cutoff?
2pm Sydney time (AEST/AEDT) on Monday–Friday, excluding public holidays.
What happens before 2pm?
An eligible in-stock order dispatches the same business day when payment and order checks are complete.
What happens after 2pm or on a weekend?
The order is handled on the next business day.
How long does delivery take?
Estimated delivery is 3–7 business days after dispatch. It is not guaranteed.
Tracking
When will I receive tracking?
Tracking is supplied after dispatch.
Why does tracking say label created?
Shipment data exists, but the first physical carrier scan may not appear yet.
What if tracking has not moved?
Read the tracking guide, then use the Help Centre if the carrier scan gap or delivery estimate needs review.
Products & Variants
Are puff counts guaranteed?
No. They are manufacturer estimates and actual results vary with usage conditions.
Why can packaging look different?
Artwork, colours and packaging can change between production batches.
How should I compare models?
Use exact-model specifications, controls, display information, current variants and verified product images.
Packaging & Authenticity
How does OZ present authenticity evidence?
OZ keeps product imagery, packaging context, warehouse photographs and source information in their correct evidence categories.
Should every box look identical to the product image?
Not always. Production artwork may change, so compare the model and selected variant as well as packaging.
What should I keep after delivery?
Keep the parcel, label and retail packaging until you have confirmed the order is correct.
Wrong, Missing or Damaged Orders
What if the wrong item arrives?
Keep the parcel and photograph the shipping label, retail package, item and selected variant details.
What if something is missing?
Photograph all received contents together with the outer parcel and label before discarding anything.
What if the parcel is damaged?
Photograph unopened outer damage, the label, internal packaging and affected item.
Can I discard the packaging immediately?
Keep it until the order review is complete.
Returns
Should I send an item back immediately?
No. Start with the verified return-help path and follow the supplied next steps.
What information helps a return review?
Order number, selected product and variant, a concise description and relevant parcel and item photographs.
Contact & Support
Where do I get order help?
Use the Help Centre to choose tracking, delivery, wrong, missing, damaged, return, authenticity or team contact help.
Does OZ show fake online status or response times?
No. OZ does not use invented live-agent status, avatars or unsupported response-time claims.
How do I protect private information?
Do not post order numbers, addresses, labels, barcodes or tracking numbers publicly.