ORDERING, SHIPPING, DELIVERY & RETURNS POLICY
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ORDERING
Orders can be made using our website. Orders will not be despatched until full payment has been received. Please note that you are only placing an order online, you are only replacing a request. If for any reason we cannot fulfil your request, you will be contacted.
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If you have any problems placing an order, please contact one of our friendly staff members on (02) 6496 1133 or email sales@smokinpellets.com.au.
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PAYMENT
Smokin’ accepts payment via PayPal. Please utilise the PayPal portal to process MasterCard and Visa cards. If you have any problems processing your payment, please contact us and we will rectify the situation.
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Please note, we do not collect your credit card information. All payments on our website are conducted through third party organisation, PayPal – you can access their Privacy Policy here.
If you decide to complete your order over the phone, all credit card information will be destroyed as soon as payment has been processed.
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SHIPPING POLICY
We try to despatch order within 1 business day of receiving an order request. Please note that there may be a delay during peak periods and holidays. If there is a delay in shipment, we will do our best to notify you of the delay.
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Shipping Method
We utilise a combination of Australia Post and couriers – depending on the location of our customer and the weight of their order.
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Tracking
We utilise a combination of Australia Post and couriers – depending on the location of our customer and the weight of their order.
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You can track your deliveries through the links below:
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To track Australia Post deliveries, visit here
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To track Courier deliveries,
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DELIVERY POLICY
Delivery Time
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Once goods are collected, expected delivery time will be between 3 – 6 days, depending on your location. Whilst we do our best to ensure you receive your goods within this timeframe, due to circumstances beyond our control, we cannot guarantee this delivery date. To avoid disappointment, we recommend ordering in advance of your desired delivery date.
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We do not accept responsibility for lost or damaged orders which are the result of third party negligence. If you order is missing or damaged, please contact us immediately.
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Cost of Delivery
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Delivery charges are calculated based on the following:
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Weight and size of order
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Delivery Address
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We recommend considering buying multiple items in the one order to take advantage of bulk shipping prices. If for any reason you have a concern with the cost of delivery, please email sales@smokinpellets.com.au.
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Redelivery and Collection
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If you are not home to receive your delivery, it may be returned to the post office or depot and you will have to collect it. Smokin' is not responsible for the cost of any redelivery fees that may arise.
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RETURNS POLICY
We place a strong emphasis on quality products and customer satisfaction. If for any reason you are not happy with your purchase, please contact one of our staff members on (02) 6496 1133 or email sales@smokinpellets.com.au. For us to assist you, you will need to provide us with proof of purchase (invoice or receipt) and a description of the issue.
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Return of Faulty Items
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Smokin’ will happily offer a credit, refund or repair in the following situation:
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The product is faulty
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The product does not work for its intended purpose
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The purchaser must first contact Smokin’ (as stated above) to lodge their intention to return an item. All faulty items must be returned to Smokin’ for inspection within 14 days of the purchaser receiving them. We reserve the right to inspect the product before offering a refund.
Change of Mind
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If for any reason you have a change of mind about your purchase, Smokin’ will happily offer you a store credit or alternative product, provided that the following requirements are met:
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Smokin’ is contacted by the purchaser and notified of their intent to return the item.
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The item is returned within 14 days of purchase
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The return freight is paid for by the customer
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The item has not been opened, used or damaged. Product and packaging must be in original condition.
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We reserve the right to refuse an exchange if any of the requirements are not met.
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6
PRICING
All prices are stated in Australian Dollar and including a 10% Goods and Services Tax (GST).
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Prices are correct at the time of publishing. We reserve the right to amend pricing without notice. For bulk orders or commercial sales please contact us on
(02) 6496 1133 or email sales@smokinpellets.com.au.
We welcome any feedback or questions your may have regarding our site and its use.
Please feel free to contact us on (02) 6496 1133 or email sales@smokinpellets.com.au