We want to hear from you

Tell us what's on your mind and our customer
solutions team will be in touch with you shortly.

Or you can call us on

1300 916 750

Monday - Friday: 9:00am to 5:00pm ACST
Saturday & Sunday: 10:00am to 4:00pm ACST



Frequently Asked Questions

Delivery Method
All postage is sent via Australia Post Eparcel network. 

Shipping Fees

All purchases will attract a flat shipping fee of $14 will be charged for Express Shipping. Orders over $99 will recieve $1 flat, regular shipping. 

Tracking Your Order
When you create an account to shop on Smokemart it asks for an email address, once you have made a purchase a unique tracking number will be sent to the nominated email address and you can track the order through the Australia Post website
The postage tracker will identify when the goods have been dispatched and ready for delivery to your home, if delivery is unsuccessful (no one is home) the goods can be picked up from your local Australia Post outlet.


Delivery Times
Delivery times may also be affected by the area/ postcode the parcel is being sent to, some areas are classed as being outside of the standard Australia Post network which take longer to arrive.

Delivery Days
Delivery days are classed as business days of Monday – Friday. Orders cannot be sent on public holidays or weekends

Our Refund Policy

We will happily assist customers who wish to return or exchange goods purchased from any of our stores in Australia or online. Our returns policy is in addition to your rights under the Australian Consumer Law.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. 

We recommend you retain your receipt, as we will require proof that you purchased the product from us.  If you do not have a receipt, we may be able to advise you whether a refund, exchange, repair or replacement is available through other means, however this may require us recording your proof of identification when processing your return.  

When you change your mind – 100 Day Returns

At Smokemart & GiftBox you have 100 days from the date of purchase to return your products (some exclusions apply – see below) for a full refund or exchange, as long as it is returned unused, and in a saleable condition with original proof of purchase.  Any refund will be provided using your original payment method – i.e. to your credit card, cash or exchange gift card.  

The following items cannot be returned if you change your mind:

-        Tobacco products (e.g. cigarettes, cigars, loose tobacco)

-        Personalised products (e.g. products that have been engraved or customised)

-        Disposable vape products, vape fluids or any perishable products

-        Prepaid gift cards, phone recharge or third-party gift cards

-        Any product that is not in resaleable condition (e.g. because it has been opened or used).

Please note that in-store purchases cannot be returned via post, and must be processed at one of our stores.  Please see below for instructions how to make an online purchase return.

When your product is faulty – The Smokemart Guarantee

We will accept returns and provide you with an exchange or refund if the product you purchased:

-        has a manufacturing fault, was defective or damaged on delivery to you;

-        is not fit for the purpose stated in any advertising or packaging statement; or

-        does not match the online image, description or measurements displayed on our website.

To qualify for a faulty product return you must:

-        if goods are damaged or defective upon delivery:

-        provide us with photographic evidence of the damage before you return the goods to us; 

-        not attempt to repair or modify the goods (either yourself or through a third party); 

-        comply with all of our return shipping instructions; 

-        provide us with proof of purchase, such as your tax invoice or receipt; and 

-        return the product within 365 days of the date of purchase, and where possible with the original packaging intact. 

We reserve the right to ask you to demonstrate that you did not cause or create the fault in the product, and we may do this before providing you with directions how to return the product.  We may also elect to return the product to the manufacturer’s repair agent to determine the nature of the problem prior to providing a refund or exchange.  If we find at any time that the product does not have a problem, we may require you to pay our reasonable costs of returning the product. 

We may choose to decline or reduce any refund to reflect any reduction in the value of any products, if we consider this has been caused by:

-        damage caused to any products by you or any other third party;

-        your misuse, modification, mishandling, operation or failure to maintain the products in accordance with the manufacturer's instructions; or

-        the products not being faulty or misdescribed as claimed. 

Australian Online Customers – how to return a product by post

If you are returning a product purchased online, please contact us using the form below and we will provide your with a free return label via email and return address details. 

You can either print this label yourself or your local Australia Post LPO can print the label for you, simply show them the email on your phone and they can scan the attached barcode. Please enclose your product(s) with its original packaging and proof of purchase, and once we have received the product we will either exchange the product or provide a full refund including postage.

For more information on sending returns you can visit https://auspost.com.au/sending/returns

How To Order
Log in or create your Smokemart & GiftBox account.
Add your items to the cart 
Enter your delivery details, if your address is within our delivery radius Same Day Delivery will appear as a shipping option.
Delivery Areas
Same day delivery is currently offered in the following areas.

Sydney, Melbourne and Perth.

Delivery Times
Orders placed by 1pm will be processed and dispatched that day. Whilst we guarantee that your order will arrive no later then 7pm it will often arrive much earlier than this.  
Authority To Leave 
Unfortunately, we cannot offer authority to leave on same day delivery items as all deliveries must be signed for. In the cases of orders containing tobacco and vape, a valid ID must be presented.

Please note: if our drivers are unable to deliver a package or a recipient cannot produce a valid ID (tobacco & vape orders only) your items will be returned to our closest store.

Track Your Order
When your order is placed you will receive an email confirmation. Once your order has been picked and dispatched you will receive email and SMS updates including when your item is scheduled for delivery and a link to track you order.  
Product Availability
Not all items are available for Same Day Delivery. If items in your cart are not offered the delivery option will not appear.

Current product ranges which are available for same day delivery include:

Papers & Filters

Why do I need to create an account?

Due to legislation, we are unable to offer guest checkout for orders which include tobacco.


What happens if I miss my delivery?

Your order will be returned to our nearest store, a customer service team member will contact you to arrange an alternative delivery option.


Same Day Delivery doesn’t appear as delivery option for me?

Unfortunately, some areas within metropolitan regions may still fall outside of our current delivery coverage. We will be consistently adding new delivery areas throughout the year.


I placed an order, but my details are incorrect?

If you notice an error with your delivery address, please contact our customer service team and we will update your details.


I haven’t received my order confirmation?

If you haven’t received an order confirmation email within 30 minutes of placing your order please contact our customer service team.


When will my order be dispatched?

All orders placed before 1pm will be dispatched by 2pm that same day. Orders placed after 1pm will be dispatched by 2pm the next day.