FAQs
I forgot my password – No worries! You can reset your password easily. Just select the ‘forgot password’ button on the sign-in page and we will email you a link to reset your password.
What are the payment options? – We currently only direct deposit payments.
Will my item be shipped discreetly? - Yes of course, all of our products are shipped discreetly in plain packaging to give you confidence and peace of mind when ordering with us. This means that you can get your purchase delivered to your workplace.
What shipping options do you have? – We ship via standard, express and courier shipping options. All shipped items can be tracked with the tracking number that we provide you. A signature is required upon delivery for security purposes.
What are the shipping expenses? - We offer;
- Free standard shipping for orders over $75;
- Free express shipping for orders over $200;
- $19.95 standard shipping; and
- $30 express shipping.
How long will it take? - We ship orders daily (Monday – Friday). If an order is received before 12pm it will be shipped the same day. Any orders received after 12pm will be shipped the following day. Delivery time depends on both your location within Australia and your method of delivery. We cannot guarantee delivery estimates but it will usually be delivered between 1-10 business days from the time of your order. If we know that there is likely to be a delay in your delivery we will inform you immediately. Typical shipping times are seen here.
Standard Shipping: AusPost eParcel Registered (3 - 10 days)
Express Shipping: AusPost eParcel Express (1 - 4 days)
Has it been shipped? - Upon placing your order an automated confirmation email will be sent acknowledging receipt of your order. This email will provide instruction to complete your payment and finalise your order.
A subsequent email with your tracking details will be sent once dispatched. You can also always log into your account online and see the status of your delivery. Orders placed on weekends or public holidays will be dispatched the following business day.
Can I track my order? - An email with your tracking details will be sent once dispatched. You can also always log in to your account online and see the status of your delivery.
Can I change my account details? – Of course. Once you have logged into your account simply press the ‘account dashboard’ button. This will bring up your account details and from here you can ‘edit’ as required.
Can I cancel an order or item? – If we have not shipped your order you have the option to cancel and request a refund. If your order has already been dispatched then unfortunately we cannot complete a refund for your item. Some of our products, if completely unused and returned within 48 hours of delivery, can be exchanged for store credit. Please visit our ‘Delivery and Returns’ page for additional information.
Which personal details are required? – For all purchases we need a name, phone number, email address and postal address. You will only be contacted if necessary, such as if a delivery driver is having trouble delivering to your specified address.
Incorrect address entered – If you have entered an incorrect delivery address please contact us immediately at admin@smokemonkeys.com.au. If your order hasn’t been shipped by the time we receive this request then we will update the address and ship it accordingly. If your item has already been shipped we will not be able to update the address. For items that are returned to us as a result of not being picked up, we can resend these to you although you will incur the charge of any additional shipping costs.
Can I use a discount code on something already discounted? – Unfortunately discount codes are not applicable for items that are already at a discounted rate.
Can I use several discount codes? – Unfortunately only one discount code can be applied to each purchase. We are constantly updating our products and deals so be sure to keep a keen eye out to snag the next deal.
What if I'm not at home? - For all our deliveries we require a signature upon delivery. If no one is at the address provided or for any reason the parcel is undeliverable to the specified location then the item will be taken to the closest Australia Post. The delivery driver will leave a calling card at the address with instructions as to how to collect your item. The status and location of your item can be found at any time using the tracking number provided to you. We do not leave items ‘in a safe place on premises’ in order to avoid items going missing. If your item has been sent via a courier service then they will get in contact with you directly to organise an alternative delivery date and time.
Returns policy - Unfortunately we do not process refunds for Change Of Mind purchases due to the nature of the items that we sell. If an item is completely unused and returned within 48hours of delivery we are able to exchange or process an exchange or a credit to your account. We do not cover the shipping costs for this. Please ensure that the item you are returning is packaged appropriately in the same way that you received it. If an item is broken during the return journey due to poor packaging on your behalf then we will not be able to exchange or credit you for the item.
Faulty and damaged items - We will refund, replace or credit your account for any items that are broken or faulty upon delivery. If you believe that this is the case then please contact us immediately at admin@smokemonkeys.com.au with a description and photos of the issue.
Paypal – Unfortunately we are unable to accept payment through PayPal. This is because PayPal have strict terms and conditions related to the sales of smoking paraphernalia. As such, we are unable to use their payment facility.
Contacting us – The best way to contact us is via email at admin@smokemonkeys.com.au or by submitting an enquiry using the ‘Contact Us’ button at the top of the home page.