Premium Package Protection
Protect your bong and smoking accessories order from loss, damage and theft with Premium Package Protection. Premium Package Protection is our in-house insurance product designed to keep our deliveries safe even in the most challenging situations.
We give customers access to buyer protection at checkout to cover product loss, theft or damage, and our dedicated in-house investigation team is here to resolve issues in hours, not days. You can count on Premium Package Protection to provide peace of mind, so you know we have you covered even if something goes wrong.
100% Package Protection
Shop confidently knowing if your package is lost, stolen or damaged, you'll be completely covered with Premium Package Protection.
Priority Customer Service
Have your issue resolved quickly with our dedicated support team who will prioritise your issue and guide you through the resolution process.
Peace Of Mind
Sometimes things go wrong but with Premium Package Protection you'll rest easy knowing your package is safeguarded no matter what happens.
ORDERS UP TO $50
ORDERS $50 - $100
ORDERS $100 - $200
ORDERS OVER $200
Premium Package Protection FAQs
Why Should I Add Premium Package Protection?
Protect your order from loss, damage and theft with Premium Package Protection. Premium Package Protection is our in-house insurance product designed to keep our deliveries safe even in the most challenging situations.
We give you access to buyer protection at checkout to cover product loss, theft or damage, and our dedicated in-house investigation team is here to resolve issues in hours, not days. You can count on Premium Package Protection to provide peace of mind, so you know we have you covered even if something goes wrong.
What Should I Consider Before Making A Claim?
Before making a claim of a lost, damaged or stolen package, please check the following first:
See where your package is using your carrier's tracking link. All our orders are tracked. Once your order is dispatched, you will receive an order confirmation with a tracking link. You can also access your tracking link via your account page.
All our packages require a signature upon delivery. If you weren't home, your package may have been delivered to your closest Australian Post Office or courier pick up location. Check to see if your carrier has left a notification card at your premises. If your order was shipped with Aramex, TNT or StarTrack, it may be with a courier pending redelivery.
Accepted On Your Behalf
Check if someone at home or work accepted or signed for your package on your behalf. If you live or work in a building, check with your building management or mailroom if they have received it.
Check your invoice and confirmation email to see if your address was entered correctly. You may have made a mistake when entering your shipping address.
Check with your courier if there are any servce disruptions in your area.
When Should I Make A Claim?
Before making a claim of a lost, damaged or stolen package, please ensure you have checked all the possible scenarios regarding your order above. If you have exhausted all these scenarios, it's time to make a claim.
Lost In Transit
If your parcel is not delivered within the time frame specified by your carrier, please make a claim. We need to wait for your carrier to deem your order 'Lost In Transit', which can take up to seven business days.
Damaged In Transit
If your goods have been damaged in transit, you should make a claim immediately. You have seven days from the day your package was delivered to make a claim. If you don't make a claim within seven days, you're not eligible to make a claim.
When Is My Package Deemed 'Lost In Transit'?
A package will be deemed lost in transit if it has not arrived within 10 business days of the expected delivery date and cannot be located by your courier.
How Do I Make A Claim?
It's easy. All we need is your email address and order number. When you have this information, you're ready to make a claim.
What Isn't Covered By Premium Package Protection?
- You can't make a claim for orders that have an incorrect shipping address.
- Glass Bongs Australia is not responsible for items purchased that don't comply with your country's laws and regulations. It is the customer's responsibility to adhere to their local laws. You cannot make a claim if your parcel has been confiscated by customs.
- You cannot make a claim if you have not contacted us within seven days of your package being delivered.
What Happens After I Make A Claim?
Lost/Stolen In Transit
We will lodge the issue with your courier on your behalf. Once it is deemed lost in transit from the courier, we will reship your order for free. If we no longer have the stock, we will arrange a full credit/refund including shipping fees.
Damaged In Transit
If your goods have been damaged in transit, we will request evidence of the damage before proceeding. Once confirmed, we will reship your order for free. If we no longer have the stock, we will arrange a full credit/refund including shipping fees.