Frequently asked questions

Yes. Tobacco products may only be sold to adults aged 18 and over in Australia. By placing an order you confirm you are 18 or older. An adult signature is required on delivery and the carrier may ask to see photo ID before handing the parcel over.

We deliver anywhere in Australia, shipped from our warehouse in Melbourne. We do not ship overseas.

Every parcel goes out in plain, unbranded packaging — there is nothing on the outside to say what is inside or who it came from.

Standard delivery is $9.95 — 3 to 7 business days to metropolitan areas, and up to 10 business days for regional and remote addresses.

Express delivery is $14.95 — 1 to 3 business days wherever Australia Post Express covers your postcode.

Standard delivery is free on every order over $99.

Orders placed before 2pm AEST on a business day are packed and dispatched the same day. Anything after that, or on a weekend or public holiday, goes out the next business day.

A tracking number is emailed to you as soon as your parcel leaves our Melbourne warehouse.

You can also check progress at any time on our Track Your Order page using your order number and the email address you used at checkout — no account needed. If you do have an account, every order is listed under My Account › Orders.

No. You can check out as a guest and still track your order with your order number and email address.

Creating an account simply makes things quicker next time: your delivery addresses are saved, your cart follows you between devices, and your order history is all in one place. If you register later using the same email address you ordered with, your earlier guest orders are linked to the new account automatically.

We currently accept payment by direct bank transfer. Our account details are shown at checkout and repeated on your order confirmation.

Please include your name and your order number in the payment description so we can match the payment to your order. Orders are packed and dispatched once the transfer has cleared.

You will get an order confirmation email straight away, with your order number and our bank details.

Once your transfer has cleared, we mark the order as paid and pick it from our Melbourne warehouse. Orders that clear before 2pm AEST on a business day are dispatched the same day; anything later goes out the next business day.

When the parcel leaves us you will receive a second email with your tracking number. You can follow it from there on our Track Your Order page, or under My Account › Orders if you have an account. Remember that an adult signature is required when it arrives.

Yes. All parcels are sent in plain, unbranded packaging with no product names or store branding on the outside.

Because these are tobacco products, an adult signature is still required on delivery. If nobody is home, the carrier leaves a card and holds the parcel at the nearest collection point.

Once an order has been placed and payment confirmed, all sales are final. We are not able to cancel, exchange or refund an order because you have changed your mind or no longer want the product.

If you have spotted a mistake in your delivery address, contact us straight away — if the parcel has not yet been dispatched we will do what we can, but once it is with the carrier we cannot redirect it.

Get in touch as soon as possible after delivery and we will put it right. We may ask for photographs, your order number and a short description so we can assess what went wrong.

Nothing in our returns policy limits the rights you have under the Australian Consumer Law. You can read the full Refund and Return Policy here.

Everything we sell is held in our own warehouse in Melbourne and dispatched from there — your order is picked from stock we hold, not drop-shipped from a third party.

Packs arrive sealed and carry the health warnings required for the market they were produced for. Some of our lines were manufactured for overseas markets, which is why pack design, and the tar and nicotine figures, can differ between two products of the same brand. Where that applies it is written into the product name, and the figures we hold are listed in the product description and the Details tab on that product page.

If anything arrives that is not as described on the site, contact us and we will put it right under our Refund and Return Policy.

Most cigarettes on the site are sold as cartons — usually 10 packets of 20. Rolling tobacco is sold by weight, and papers and filters are sold per pack.

The exact pack size for any product is listed in the Details tab on its product page, alongside the product code, brand and availability.

Email info@australiancigarettestore.com or send us a message through the contact form.

We answer Monday to Friday, 9am to 5pm AEST. If your question is about an existing order, please include your order number so we can look it up straight away.