1. Making Order
2. Guarantee, Refund & Return
3. About Our Products
4. Delivery
5. Legality & Customs
6. Non-Disclosure
7. Problems With Receiving E-mails

Question:
How can I make an order?

Answer:
Very simple, as you can see below:

• Visit our company’s online shop www.australiacigarettes.com
  1. On the Home Page you will find all categories on the left hand side of the online shop.
  2. Click on the category you want to buy, and then from the drop-down menu you cam select the available brands. You can find the brand family and the description of the products.
  3. Select the flavor of your choice and add it to your shopping cart.
  4. If you want to buy more than one brand or flavor, click on the “Continue Shopping” button and choose another brand. 
  5. Click on “Checkout” button after you have finished shopping.
  6. You will be taken to PayPal Secure Server.
  7. Fill in all the required information. At this point your credit card information is checked, and you will receive an order confirmation via e-mail.

Question:
What payment methods are acceptable?

Answer:
You can make a purchase in our company’s online shop using:

1. CREDIT CARDS – VISA & MASTERCARD
2. NETELLER MONEY TRANSFER www.NETELLER.com 

www.NETELLER.com is our business partner and supports all our payment methods. You are therefore guaranteed a safe and secure transaction regardless of which payment options you desire.

When orders are accepted and processed, our customers receive e-mail notifications with their order details. All account information is kept strictly confidential.

For any further inquiries regarding your purchase, you may contact us at customerservice@australiacigarettes.com 

Question:
Can I order if I don’t have a NETELLER account?

Answer:
Yes! You can still purchase cigarettes, cigars, cigarillos and tobacco products from our company’s online shop via the different credit cards (offered under www.NETELLER.com). 

Question:
Is there a maximum order?

Answer:
No! The quantity of cigarettes, cigars, cigarillos and tobacco products that can be purchased at www.australiacigarettes.com is left to the discretion of customers.

Question:
How can I find out my order status?

Answer:
After you've placed your order with www.australiacigarettes.com, you will receive:

• An order confirmation via e-mail. 
• Another e-mail when you order is approved and shipped. In the e-mail, you will find your Order Number and Shipping Tracking Number.
• You can track your order status by clicking on Order Tracking in our online shop. You will be directed to our Courier Company website. Input your Shipping Tracking Number, and you can easily know the status of your order.    

At www.australiacigarettes.com, we track you order from start to end to ensure you receive your order.

Alternatively, you can also keep track of your order by e-mailing us with your Order Number at customerservice@australiacigarettes.com. Our company will check the status of your order and revert to you within 24 hours.

Question:
Why is my telephone required in the Order Form?

Answer:
The telephone number is strictly for our Courier Company to contact you when making delivery. Our customer information is strictly confidential.

Question:
I’ve order from www.australiacigarettes.com previously. Why do I have to fill up the Order Form again with all my personal information?

Answer:
Our company will remove all your records once you have received your order i.e. credit card details etc. The primary objective is to protect the confidentiality of all our customers.

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Question:
Can I get my money back if I am not satisfied with your product or service?

Answer:
Our company has a 100% Money Back Guarantee. In case your parcel is lost, stolen, incorrect or damaged you should inform us by e-mail at customerservice@australiacigarettes.com quoting your Order Number.

Our company will either ship the replacement to you free of charge or provide full refund.

Question:
Can you guarantee that I’m not liable for any duty or tax when I order from www.australiacigarettes.com?

Answer:
Yes! Although the Australia legislations permit 1 carton of duty-free cigarette (200 sticks of cigarette); or 50 sticks of duty-free cigars & cigarillos; or 150 gram of duty-free tobacco products for each shipment, our company has received feedback from our customers that Australian Customs had asked them to pay the duty in some cases.

In this case:

1. If your order is within the legal limit stipulated by the Australian Customs, we advise you to inform the Australian Customs that it’s an unsolicited gift, and you are legally entitled to receive it under gift concession. Please refer to the Australian Customs website at http://www.customs.gov.au for details.
2. If your order quantity is higher than the legal limit, our company advises you not to collect the order and request Australian Customs to forfeit the parcels. Inform us at customerservice@australiacigarettes.com.

Question:
What should I do if I haven't received my order / parcel after 7 days?

Answer:
If you do not get the parcel within 7 days period after you made your purchase, you should e-mail us at customerservice@australiacigarettes.com quoting your Order Number. We immediately start our own investigation.

If you still do not receive your order within 10 days, you may choose the following options:

1. Request our company to send your order again
2. Ask our company to refund 100% of your order in full.

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Question:
Are the cigarettes, cigars, cigarillos and tobacco products sold at www.australiacigarettes.com of good quality?

Answer:
The cigarettes, cigars, cigarillos and tobacco products sold at www.australiacigarettes.com are of the highest quality. Our products are genuine and manufactured by factories of top tobacco companies e.g. Philip Morris, British American Tobacco, Japan Tobacco, PT. HM Sampoerna, PT. Gudang Garam, PT. Djarum and Davidoff & Cie.

A major wholesaler with offices and warehouses in many different countries, our company guarantees all cigarettes, cigars, cigarillos and tobacco products purchased from our company’s online shop are fresh and competitively priced.

Question:
Do you sell other brands of cigarettes, cigars, cigarillos and tobacco products in addition to those advertised at your company online shop?

Answer:
Brands available are on sales in our company’s online shop at the moment. New brands will be added periodically, and in future, you can expect a list of renowned and unique brands in our company’s online shop. 

Please do not hesitate to give us your feedback at customerservice@australiacigarettes.com. Our company will work towards satisfying your request.

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Question:
Does your company’s online shop only sell to Australia?

Answer:
At this moment, our company has only set up local sales office in Australia. Hence, we are only selling our cigarettes, cigars, cigarillos and tobacco products in the Australian market.

Our company believes in rendering the highest level of service together with our good quality cigarettes, cigars, cigarillos and tobacco products.  Therefore, every countries or markets will have a local office to serve our customers.

With our offices in many countries, our customers can expect our company to establish dedicated online shops catering to customers from different countries and markets very soon.

Question:
Do you have a waiting period before shipping the order?

Answer:
The order is shipped within 3 business days. This time is given to you to change or update your postal address and/or the order items.

In such cases you must immediately send us an e-mail with your changes within 24 hours after order confirmation. Please enclose your Order Number when writing about changes in your order.

Question:
How long do you deliver my order?

Answer:
Any order will be delivered directly to your door within 1 week (usually 4 business days).

Question:
I bought 5 cartons of cigarettes one week ago and I have received only two parcels containing 2 cartons each. Is that normal?

Answer:
Yes. Large orders are shipped in separate parcels. The parcels are always shipped on the same day but in rare cases they reach their destination together. The time between the first and the last parcel delivery is on average 1 to 2 days.

Question:
Why can't you send me a single parcel containing more cartons?

Answer:
We usually ship 1 carton in a parcel as Australia legislation only permit 1 carton of duty-free cigarette (200 sticks of cigarette); or 50 sticks of duty-free cigars & cigarillos; or 150 grams of duty-free tobacco products for each shipment (tax exempted). 

Question:
Who can purchase cigarettes, cigars, cigarillos and tobacco products from www.australiacigarettes.com?

Answer:
Any person residing in Australia with a mailing address may purchase cigarettes, cigars, cigarillos and tobacco products from our company’s online shop at www.australiacigarettes.com

At the moment, our company has only established our online shop in Australia supported with a local office. Soon, we will expand our online shops to serve our customers from different countries and markets.

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Question:
Is it legal to order cigarettes, cigars, cigarillos and tobacco products online?

Answer:
It’s perfectly legal to order cigarettes, cigars, cigarillos and tobacco products online. In Australia, the legislations permit 250 sticks of duty-free cigarettes; or 250 grams of duty-free cigars & cigarillos; or other tobacco products in each shipment – tax exemption. 

Question:
I've already bought cigarettes, cigars, cigarillos and tobacco products from your company’s online shop. Can I resell them?

Answer:
Yes! Our company does not stop our customers from re-selling the cigarettes, cigars, cigarillos and tobacco products ordered from our online shop.

In fact, our company has a Reseller Program catering to customers who wish to re-sell cigarettes, cigars, cigarillos and tobacco products bought from our online shop. Our Reseller Program offers interested customers attractively priced cigarettes, cigars, cigarillos and tobacco products and other incentives. The primarily objective of Reseller Program is to ensure our customers earn substantial additional income and create wealth. Please go to Reseller Program to find out more

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Question:
Does www.australiacigarettes.com use personal data of customers (mailing address, e-mail address, etc.) for advertising campaigns or other promotional activities?

Answer:
No! Our customer information is strictly confidential. We do not sell or rent your personal information to others. The information provided to us as a result of your online purchase, such as your name, e-mail address, phone number(s) and point of delivery or forwarding address are only used for shipping.

Question:
Does www.australiacigarettes.com have a database containing the customer's credit card details?

Answer:
No. Your personal information will be encrypted and transmitted via secure communications to be processed solely by NETELLER – our business partner. NETELLER is an established and world-renowned online payment company, and your information is definitely secure.

Question:
Does www.australiacigarettes.com store information on who bought cigarettes online on files?

Answer:
No, we don't store this information.

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Question:
Why does e-mail sent to me not arrive?

Answer:
You might not be getting our Customer Service e-mails due to some reasons:

1. You blocked our e-mail address
2. It is tagged as a Junk mail or it is in your Spam folder

Such problems affect our service because our communication can be blocked and we are not able to get in touch with you regarding your purchases.

Please ensure your mailbox is configured to accept our e-mails.

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