FREQUENTLY ASKED QUESTIONS

If you're unable to find the answer to your question, contact us and we'll respond ASAP.

Shipping & Delivery

Do You Have Free Shipping?

Yes. Spend over $150 and we will send your package Australia-wide for free.

Do You Offer Next-Day Delivery?

Maybe. It depends on where your package is being sent, when you order and which shipping carrier you choose. To increase your chances of receiving your package fast, we recommend ordering early in the week and choosing Australia Post Express.

Note: All orders made before 12pm AEDT (Monday - Friday) will be packaged and sent to your chosen carrier the same day.

What Are You Shipping Rates?

All orders made before 12pm AEDT (Monday - Friday) will be packaged and picked up by your chosen carrier the same day for a fast and quick delivery.

ORDERS OVER $150

  • Standard Australia Post: (3 - 10 days): FREE
  • Express Australia Post (2 - 7 days): $14.95 - $19.95

ORDERS UNDER $150

  • Standard Australia Post (3 - 10 days): $14.95
  • Express Australia Post (2 - 7 days): $14.95 - $19.95

INTERNATIONAL (NZ, Canada & UK)

Under 500g (10 - 14 days): $19.95 AUD
Over 500g (10 - 14 days): $29.95 AUD

Note: All packages require a signature upon delivery for security reasons

What Are Your Estimated Delivery Times?

All orders made before 12pm AEDT (Monday - Friday) will be packaged and picked up by your chosen carrier the same day for a fast and quick delivery. The below are estimates and your package may arrive faster.

Australia

  • Standard Australia Post: 5 - 14 days
  • Express Australia Post: 2 - 7 days

International (NZ, Canada & UK)

  • All Carriers: 10 - 14 days

Note: All packages require a signature upon delivery for security reasons

Where Do You Deliver To?

We ship to all states and territories in Australia to all residential and business addresses, PO Boxes and parcel lockers. We also ship internationally to New Zealand, UK and Canada.

Note: Glass Bongs Australia is not responsible for items purchased that don't comply with your country's or state's laws and regulations. All our transactions are conducted in the Australian Capital Territory (ACT). You assume full responsibility and release us from any liability in relation to where your purchases are shipped. You must be over the age of 18 years to purchase from Glass Bongs Australia. We encourage those users under the age of 18 to exit this website immediately. We sell to customers in the Australian Capital Territory only. Each Australian state and territory has its own laws regarding the use and ownership of some smoking products. It is the customer's responsibility to adhere to their local laws. Glass Bongs Australia is not responsible for customer's contravening these laws. By purchasing a smoking product from this site you agree that it will only be used for legal purposes.

Do You Ship To PO Boxes & Parcel Lockers?

Yes. If you choose a PO Box or parcel locker address, you must select Australia Post as your shipping option. Couriers cannot facilitate this service.

Is Your Packaging Discreet?

Yes. All our parcels and packages are extremely discreet. No information regarding the contents or Glass Bongs Australia is visible on the outside of the box, satchel or envelope. You can safely have our parcels delivered to home or office as there will be no indication of the contents inside.

Why Was My Package Returned To Sender & How Do I Get It Resent?

Possible reasons for your consignment being returned to the sender include:

  • The address provided was incorrect or wrong
  • The package was not collected from Australia Post or designated collection point within the timeframe provided

Reshipping your order will incur a new delivery fee as we have already paid for the return of the consignment. The fees are:

  • $9.95 - Standard
  • $19.95 - Express
  • $29.95 - Courier

We also offer refunds, but please be aware that we do not refund shipping or Premium Package Protection fees.

Payment Options

What Are Your Payment Options?

We have four payment options:

  • Credit card (Mastercard or Visa)
  • Shop Pay
  • Google Pay
  • Apple Pay
Are Your Payments Secure?

Yes. All our payment options are encrypted through the Payment Card Industry Data Security Standard (PCI-DSS).

Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa and Mastercard. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

Does 'Glass Bongs Australia' Appear On My Bank Statement?

Maybe. We work hard to keep your purchases with Glass Bongs Australia discreet. The majority of banks will show no direct reference to our business on your bank statement. It will appear as MWA*GBAUSTRALIA. However, we have no control over some banks and there is a chance it will appear as Glass Bongs Australia.

If you're unsure, please contact us before purchasing and we will provide the most up-to-date information with specific banks.

Do I Need Proof Of Identity?

Maybe. Occasionally we will ask for proof of identity via an email before processing your order. This may be because your order was flagged as fraudulent. We know that in most cases, orders are legitimate but we’d hate to let someone fraudulently place an order using someone else’s credit card.

To protect our customers from possible credit card fraud, our online security system is set at a high level. We may contact you if we require you to confirm cardholder details, when our security flags it for review.

My Orders

Can I Cancel My Order?

Maybe. If you'd like to cancel your order, contact us immediately. If your order has not been dispatched, we may be able to cancel it. We process orders quickly to ensure fast delivery and we cannot cancel your order if it has been dispatched. Cancellations are not guaranteed.

Note: All cancellations will incur a $5 fee to cover administration and processing costs.

Can I Make Changes To My Order?

Maybe. If your details are incorrect, contact us immediately. If we have not dispatched your order, we may be able to change it. However, once your order is dispatched, your details or address cannot be changed by us, the postal service or you. We have to wait until your order returns to us before we can reship.

Parcels which are returned to us as undelivered will incur a re-dispatch fee of $9.95 for standard and $29.95 for express. Freight charges paid on the original dispatch are not refundable under any circumstances.

Why is my discount not applying to products in my cart?

There are a number of reasons why a discount code may not work. These include:

  • Some of our products are custom made and have been meticulously set at a price to account for the design and manufacturing process for that specific product.
  • Sale items, bundles, vaporizers and gift cards are excluded from discounts as these are already competitively discounted.
  • Pre-sale products are also excluded from any discounts, as these have been discounted at an exclusive pre-sale price for customers before being set to full price once the product is stocked at our warehouse.
  • If we are running a storewide sale you may not be able to add another sale as you would already have a better discount combination.
  • Discounts cannot be applied to any bundles as these are bundled together at a discounted price. 

Contact us if your discount code is still not working.

How Can I Track My Order?

After we receive your payment and have dispatched your order, you will receive a shipping confirmation email. This email will include your shipping number and a link to track your order via your respective carrier.

Alternatively, you can log in to your account, view your order and its tracking number. If you did not receive an order confirmation email, please contact us.

Note: It can take up to 24 hours for your tracking information to update.

What Happens If I'm Not Home When It's Delivered?

We always require a signature upon delivery to prevent missing, damaged or stolen parcels. If a parcel is undeliverable or no one is home to sign for your parcel, it will be taken to your closest Australia Post office or depot for collection. A card will be left advising where you can pick your parcel up from. Alternatively, you will be contacted by phone, SMS or email from the courier with further instructions. You can see the status and location of your order with the tracking details provided via email.

We are not responsible for consignments being returned to sender if you have not collected them or arranged redelivery with the courier.

Contact us if you did not receive your original shipping confirmation email and we will resend it to you.

Can I opt to "leave my order in a safe place on premises"?

No. To eliminate parcels going missing, damaged or stolen in transit, signatures are required to track all orders from our warehouse to you. If you are not at home to sign for your parcel, it will be sent to your nearest Australia Post office. If shipped with a courier, they will be in touch with you directly to arrange re-delivery.

Returns & Exchanges

What Is Your Returns Policy?

Returns or exchanges will only be accepted if you have received an incorrect or damaged item. You must contact us within 7 days of your parcel being delivered.

If you have a damaged or incorrect item, contact us with photo or video evidence of what was received and we will contact you for further action. Ensure you thouroughly inspect all your products for breakages, faults or incorrect and missing items beore use.

If you do not report any problems about your item within seven days of your parcel being delivered, we assume you received it without damage and it is in working order.

We take no responsibility in providing refunds, exchanges or credit for items you damaged yourself after the fact. We also cannot accept returns for items that have been used.

What if I receive a faulty/broken/incorrect product?

We apologise if you received a product that was broken in transit, is faulty or is incorrect. Despite our diligence with packing, we cannot fully prevent breakages. 

Contact us within 7 days of your parcel being delivered with a photo or video of what you received, the box it came in and the address label.

Please do not use the item and don't attempt to fix it. We cannot accept returns for used or repaired items. There are zero exceptions to this rule - it's against federal law.

How long will it take for me to receive my refund?

If you have received a faulty product and a replacement is not available, you should expect to receive your refund within a week of returning your order to us. This time period includes the transit time for us to receive your return from the shipper (5 - 10 business days), the time it takes us to process your return once we receive it (3 - 5 business days), and the time it takes your bank to process our refund request (3 - 5 business days).

Premium Package Protection

What Is Premium Package Protection?

Premium Package Protection is Glass Bongs Australia's own package protection add-on which provides you 'peace of mind' for all your orders at an affordable price. By adding Premium Package Protection to your order, you'll have complete protection if your parcel is lost, damaged or stolen as well as dedicated priority support from our customer service team. The cost of Premium Package Protection varies depending on the subtotal of your order:

  • Orders up to $50: $1.99
  • Orders $50 - $100: $2.99
  • Orders $100 - $200: $3.99
  • Orders over $200: $4.99

If you have purchased Premium Package Protection and there is an issue with your order, please contact us immediately. You will need your email address and order number to begin this process.

What does Premium Package Protection cover?

Glass Bongs Australia's Premium Package Protection covers lost, stolen, and damaged items. If you would like to make a claim, please contact us immediately. 

Note: When refunding an item, we cover the subtotal of the order. Shipping costs, taxes, and the premium are not included. We do not pay custom/duty fees.

How do I receive a replacement or refund via Premium Package Protection?

If you have purchased Premium Package Protection with your order and need to claim a lost, stolen or broken package, please contact us immediately. You will need your email address and order number to begin this process.

Rewards Program

What is the Rewards Program?

Our Rewards Program is our way of rewarding you for being a loyal Glass Bongs Australia customer. Create an account, earn points and redeem them for cash towards your next purchase. You can also receive discounts by referring friends or family.

Visit Rewards Program for more information.

How do I join the Rewards Program?
How do I earn points?

Earning points is easy! Earn points for completing certain actions including:

  • Place An Order: 1 point for every $1 spent
  • Sign Up To Rewards Program: 50 points
  • Like On Facebook: 15 points
  • Follow On Instagram: 15 points
  • Share On Facebook: 20 points
  • Write A Review: 15 points
  • Celebrate A Birthday: 150 points

Visit Rewards Program for more information.

How do I redeem my points?

You can redeem your points for store cash to put towards your next purchase when you reach certain point milestones. You will receive an email with a unique discount code to use during checkout when you reach these point totals: 

  • 15 Points: $1 voucher
  • 75 Points: $5 voucher
  • 150 Points: $10 voucher
  • 200 Points: $15 voucher
  • 350 Points: $30 voucher
  • 500 Points: $60 voucher
  • 1000 Points: $150 voucher

Visit Rewards Program for more information.

How do I refer a friend?

Log in and share your unique referral code to your friends or family via Facebook, Twitter or email.

Encourage your friend or family member to make their first purchase using their $10 off coupon. After your friend makes their first purchase, you will then receive your own $10 off coupon.

Visit Rewards Program for more information.

My Account

How do I create an account?

Visit My Account and register your personal details including name and email address.

Why should I create an account?

Creating a Glass Bongs Australia account elevates your shopping experience. Here are a few reasons why you should create an account with us:

  • Faster Checkout: Save your personal details including payment and shipping options for a faster checkout.
  • Track Your Order: Keep tabs on where your order is and when you can expect it to be delivered.
  • Reorder Your Favourites: Reorder a previous order filled with all your favourites with a click of a button.
  • Earn Reward Points: Create an account, earn one Reward Point for every dollar spent and use them towards a discount on your next purchase.
Can I change my account details?

Yes. Log in and go to your account dashboard. Click 'My Details'. Once edited, click 'Update Address'. Any incorrect details are the customer's responsibility. Ensure your details including postal address are correct before placing an order.

I forgot my password. What now?

Visit My Account and click 'Forgot Your Pasword?'. Enter your email and we will send you an email with instructions on how to reset your password.

Can I view my previous orders?

Yes. Log in to your account and you will see every one of your orders. You can view each order, when it was placed, the payment status, your tracking number and link and whether you added Premium Package Protection. You can also reorder the exact same order by clicking 'Re-Order' within this page. 

Can I reorder previous orders?

Yes. Log in to your account and you will see all your orders. Click the 'Re-Order' button and you will be taken directly to a cart prefilled with these items. 

Note: If you reorder and your products are not in stock, they will be removed from your cart. You can only reorder products that are currently in stock. If you would like to be notified when an out of stock item returns, please visit the specific product page and click 'Notify Me When Available'. Or, contact us for more information.

About Us

Who Is Glass Bongs Australia?

Glass Bongs Australia is the country's ultimate destination for all your smoking needs including bongs, grinders, papers and accessories. Our massive selection of high-quality products from the world's biggest brands at the cheapest prices means you don't have to shop anywhere else for your 420 supplies.

We're a 100% Australian owned and operated online headshop famous for our glass bongs and cannabis lifestyle accessories.

Founded in 2017, we have bolted to the forefront of Australia's tight-knit 420 community with our mission to elevate the smoking experience to one that is pleasurable, safe and affordable for all.

Are We Reliable & Trusted?

Yes. Since 2017, we have fulfilled the needs of thousands of smokers across all of Australia and have grown into the country's leading online shop for bongs, papers and smoking accessories. We have over thousands of five-star reviews and continue to maintain a great reputation in the Australian smokeshop scene than any other online store. We are well established and have a relationship with some of the world's biggest and best names in the industry. We are committed to providing the highest quality smoking products on the market at the lowest prices. We also pride ourselves in providing exceptional customer service.

Do You Price Match?

Yes. If you find an identical product with a competitor, we will either match it or beat that price. We strive to provide the highest quality and most affordable range of smoking products on the market. When comparing the quality of glass with our competitors, please be sure to ask for the weight or thickness of the glass to ensure that you are getting the best possible value for your money. Contact us if you've found a product to price match and we will get back to you ASAP.

Do you have a newsletter, Instagram and Facebook?

Yes. Subscribe and be the first to know about specials, new products, discounts and more. As a subscriber, you can expect 1 - 2 emails per week. Plus, you can unsubscribe at any time. Subscribers also get 10% off their first order (discount code will be emailed after subscription is confirmed). 

You can follow us on Facebook (@glassbongs.com.au) and Instagram (@glassbongs.com.au) for discounts, product launches and to join our growing smoking community.

What is your Privacy Policy?

Visit Privacy Policy for more information.

What are your Terms & Conditions?

Visit Terms Of Service for more information.

How Do We Contact You?

Complete the form or email hello@glassbongs.com.au and we'll respond to your message as soon as possible. Our office hours are Monday - Friday (8:30am - 4pm AEDT), so you can expect a response during this time.