FAQ's

SHOP ONLINE:

What payment options do you offer?

You can pay by Visa, MasterCard on the Vape Inc website

Do you have a store I can go into?

No we don’t have a store but we have a pick up location in Cardiff NSW, TSG Cardiff inside the Woolworths Shopping Centre. Once you purchase you can pick up you item after 4hrs of purchasing. There opening hrs are, Mon-Fri 6am-6pm, Saturday 6am-4pm and Sunday 7am-3pm.

I’ve just received an email from Vape Inc that asks for proof of identity? Is this legit?

Indeed it is. We take our customers security very seriously and occasionally we will ask for proof of identity before processing your order. 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. We would feel better to be safe than sorry. Please email us at sales@newybongs.com.au if you have any questions about this process.

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 ACCOUNT:

I forgot my password! Help!

Don’t worry – you can reset your password here! Just click on the forgot password link before signing in to your account and we’ll send you an email with details on how to reset it.

Can I change my account details?

Of course you can! Just login to your account and go to your account dashboard. You’ll see all your account details listed and have an option to 'edit' if necessary.

Is it possible to cancel my whole order or an item within my order?

If your order or item hasn’t been shipped yet, then yes we can. Email us at sales@newybongs.com.au for assistance. However, if your order has already been shipped then unfortunately we’re unable to cancel it. Some items are able to be returned so once your order arrives, feel free to email us for further information.

DELIVERIES:

What kind of shipping do you use?

We send our parcels with Australia Post - parcel post & express post. All parcels are tracked and require a signature upon delivery for security reasons and we have a delivery driver who bring orders to the Pick up location every 4hrs.

How much does shipping cost?

We have 4 shipping rates which are as follows:

  • FREE Pick up from the Click n Collect Location in Cardiff NSW
  • $15 – All bongs, hookahs & large items
  • $8.95 – All other products
  • $30 - Express Post

How long will delivery take?

If you choose the Click n Collect option, once item is paid online your goods will be ready for pick up after 4hrs of purchase

All other types of orders will be delivered within 2-7 business days and calculated once the item leaves our warehouse. Please note that some rural locations such as NT and WA can take an extra 3-5 days to arrive. We ship daily on weekdays. Orders placed before 2pm (AEST/AEDT) on weekdays are dispatched the same day. Orders placed after 2pm weekdays, or on weekends will ship next business day.

Express Post

Express Post is $30 for next business day delivery. Order before 2pm AEST/AEDT for same day dispatch. Please check Australia Post website to see if your postcode is within the Express Post guaranteed next business day delivery network, as areas outside of this will have additional delays. We ship from Belmont NSW 2280. Check your postcode here

Has my order been shipped yet?

We’ll send you an email when we have sent your order, but you can also login to your account and check your order status.

Can I track my order?

Of course! We’ll include the tracking number in your order confirmation email. You can then visit the Australia Post website here: https://m.auspost.com.au/view/tracking enter the tracking number and view the status of your order.

What happens if I’m not home when my order is delivered?

For privacy reasons we require a signature upon delivery. If no one is home to sign for your parcel, it will be taken to your closest Australia Post outlet. A postcard will be left for you, letting you know where to pick up your parcel from. You can see the status/location of your order with the tracking.

I haven’t received my order yet, where is it!?

We try to make our delivery estimates as accurate as possible. Keep in mind though, deliveries can be delayed in the post especially around the busy times. Please check the status of your order on the Australia Post website using your tracking details provided by email. If you have any questions about your order, please contact us at sales@newybongs.com.au

RETURNS:

What is your returns policy?

Due to the nature of the items we sell, unfortunately we’re unable to accept some returns. Please ensure you select the correct item when ordering. If you have any questions about any of our items, please email us at: sales@newybongs.com.au

My item is faulty or damaged? Can I get an exchange or refund?

Of course we can help you out, contact us at sales@newybongs.com.au

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