Pick-up orders ONLY
Please follow these 2 quick steps to place an order for pickup.
1) Add all your items to the Shopping Cart and check out. Enter your details, then enter "Free pick-up" into the "Discount / Gift Card" field. This will credit you back the equal amount charged for shipping.
2) Click through and note your preferred pick-up day and time in the Order Comments Field. Please allow us at least 24hours before pickup.
Dispatch Times - We ship orders three times a week - on Monday, Wednesday and again on Friday. Orders need to be in and confirmed by close of business the day before. Our aim is to have all orders dispatched within 24-48 hours of receiving them. Although we keep a very tight ship, unintentional mistakes or delays can happen (1 error in about 150 orders by our count) In this case, don't panic. We use every tool in our arsenal to correct the problem for you within 24 hours. Simply upgrading your order to Express Freight for free for example, is enough to get us out of a bind and your order back on track and without delay.
When your order is shipped (ie handed over to our freight carrier), a notification email will be sent to you with a tracking number, provided it is a parcel and not a posted item. In the case of a posted item, your tracking details email will just be marked as "Post" as normal post is not tracked.
Delivery times after despatch- AusPost and Couriers like most freight forwarders deliver consistently and in a timely fashion to all CBD locations. Regional areas however do regularly take longer even if shipped via express post. Combined with a web site tracking system that updates reasonably infrequently, concerned customers often contact us thinking their order has been forgotten or lost. Please rest assured, your parcel has been shipped with 24-48 hours of being placed with us and that it is most likely just about to be delivered to you. We are of course happy to hear from you if you have any concerns with a late delivery and will aim to remedy any such situation on the day you contact us.
Packaging - We love over-packing products. Nothing says we care more about our products than when they are packed securely and purposefully. Products like loose smoking woods and chips however are usually just packed straight into the post satchel to maximize shipping space and (you) money.