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1. How do I know if buying from you is safe?
We are a certified safe site by VISA and Mastercard. All of our credit card transactions are handled by Virtual Card Services. We don't store your credit card information on our site at all, thus making it 100% safe for you. Please be advised that we have the right to charge your credit card and ask for s snapshot showing the amount and the company name on your statement to confirm that you have access to the account and you have the right to ask for a photo ID, a credit card payment authorization form to be filled before dispatching your order, failing to do so, results in cancelling the order and refunding the money back into the account.
2. I don't have a credit card, or don't want to use my credit card for online purchases, what can I do?
We accept EFT and direct bank deposit as valid forms of payment. Our Banking Details are:
Bank : National Bank
Acc Type : Cheque Account
Account : 5747 31486
BSB : 082-124
We also accept Money orders or cheques:
Company : Austimpex
Postal Address : PO box 1173
, Fyshwick ACT, 2609
Please note however, you need to place an order with us through our website first. This will let us give you an order number to use as a reference for your transaction.
3.Do you price match?
Bongs Online is committed to providing top-quality, affordable products.That's why Bongs Online offers a Price Match Guarantee. Bongs Online will meet or beat any price on identical, in-stock product.
- Item must be identical.
- Additional services must match: warranty, integration price, shipping, etc.
- The competitor offering the lower price must have the item in stock.
- Offer does not apply to previous purchases.
- We only match other online Australian stores.
4. Do your prices include GST?
Our prices are all inclusive of GST.
5. What packaging will my order come in?
We send all our products in plain packaging with no outside branding or logos. PO.Box return address displayed without the company name.
6. Can I buy a gift certificate?
7.What personal information do you require?
We need your real name and surname as you need to sign for receiving the parcel. A valid email address so we can send you a tracking number. A valid phone number in case the delivery company need to contact you before delivering.Please note if you are paying via credit card, the name on the card must match with the name of the person ordering, otherwise are have the right too debit the credit card provided and refuse to send the parcel until we receive a photo ID and an authorization form from the person stated on the credit card. we also have the right to cancel the transaction and refund the money to the same credit card.
8. Why don't you have a phone number listed on your site?
Due to the overwhelming number of calls we received, we decided to remove our telephone number so we could manage enquiries through email. Please send a mail through our "Contact Us" section, and we will be sure to get back to you ASAP.
9. I live in a rural area, can you ship to my area?
We will ship anywhere in Australia and internationally.i
10. Can you tell me on which day exactly I will receive my item?i
Unfortunately we cannot give you an exact delivery date but we can provide you with a tracking number, so you can track your item online. We normally dispatch within 48hours from receiving the payment.
11. What guarantee do I have that you are going to delivery my order?
We offer a 100% guarantee that we will deliver your order to you. All orders are sent with a tracking number, the tracking number gets emailed to you, so you can follow each step of your parcels journey. If for some reason we can't locate your order, we will replace it free of charge,(This offer stands for Australian residence only). We are unable to give our international customers any guarantees as some parcels may be stopped by customs. Check the law in your country before placing any orders.
12. My item has arrived damaged or is not what I ordered. What now?i
We guarantee that your order will arrive at your door in perfect condition and will be what you ordered. You need to check that items received are in a good condition before signing the courier papers. If your order arrives damaged or is not what you ordered you have a 48 hour window period to contact us to arrange a return. The item must be returned in an unused condition. If you contact us after the 48 hour window period you will not be able to return the product .We reserve the right to issue an online coupon code instead of a refund.
13. What happens after returning the damaged item?
We will process a claim for the damaged item which usually takes up to 4 business days.If the claims department accepts the claim , we will send a replacement or a coupon code to be used on our website.
14. What should I do when my suburb doesn't appear when I enter my postal code?
15. What should I do if I have forgotten my password?
Click Log In, then click on the "Forgot Password" link located at the bottom left of the log-in box. Once you have entered your email address in the pop-up box you will receive an email from us with a link to reset your password (if you do not receive an email, please check your spam folder). Click the link in the email and enter your new password in the pop-up box. That's it. Note: please make sure you use this link within an hour as it will expire.
16. Which web browsers can I use to view your site?
17. Can I cancel my order?
We can process a cancellation straight away if your order is still in our warehouse.However , you will be liable for a 15% cancellation fee.