Shipping policy

Shipping Policy — The Premium Shisha

By placing an order, you agree to this Policy. Nothing in this Policy limits your rights under the Australian Consumer Law (ACL).

1) Order Processing & Dispatch

  • Cut-off: Orders placed before 2:00 pm AET (AEST/AEDT) on business days are usually dispatched same day.

  • Orders placed after 2:00 pm, on weekends or VIC public holidays dispatch next business day.

  • Age/identity checks or address clarifications may delay dispatch until verification is complete.

  • Peak periods / unforeseen events: Processing may take longer; if there’s a material delay, we’ll notify you.

2) Shipping Methods & Delivery Times (Australia only)

  • Express (default to most postcodes): fastest option; typical delivery 1–3 business days after dispatch (location-dependent).

  • Standard (selected regions): delivery time varies by destination.

  • Timeframes are estimates provided by carriers and can be affected by network or weather events.

3) Fees, Free Shipping & Packaging

  • Free Express shipping for orders $150+ (after discounts).

  • Orders under $150: $9.95 flat rate (domestic).

  • Remote/rural surcharges may apply (we’ll contact you before charging).

  • All parcels are packed discreetly. Shipping fees are non-refundable except as required by the ACL or where an error is ours.

4) Tracking & Delivery Options

  • You’ll receive tracking via email/SMS when your order ships.

  • Signature on Delivery (SoD): where offered, you may select SoD at checkout (fees may apply).

  • Authority to Leave (ATL): if you select ATL, the parcel may be left at your address without a signature.

5) When Risk Passes

  • With Signature: risk transfers to you when the carrier records a successful delivery scan/signature at your address.

  • With ATL: if you choose ATL, risk transfers to you at the first delivery scan at the address (photo/GPS evidence may be used by the carrier).

  • Before delivery (i.e., in transit), loss/damage is our responsibility. We’ll replace or refund as required by the ACL once the carrier confirms non-delivery.

6) Address Accuracy, Redirections & Missed Deliveries

  • Please ensure your shipping address is correct at checkout.

  • We can’t guarantee changes after dispatch. Carrier redirections are not always available and may void SoD protections.

  • If no one is available for a signature delivery, the carrier may card the parcel to a collection point.

7) Damaged, Missing or Incorrect Items

  • If your parcel arrives damaged, items are missing, or the item is incorrect, contact us as soon as possible (ideally within 48 hours) with clear photos of the packaging, label and item(s).

  • We’ll investigate with the carrier and provide the appropriate ACL remedy: replacement, repair, refund or store credit (as applicable).

  • For confirmed carrier loss before delivery, we’ll replace or refund as required.

8) Undeliverable / Return-to-Sender (RTS)

Parcels may be returned to us if: incorrect/insufficient address, refusal, non-collection, or repeated failed delivery.

  • We’ll contact you to arrange re-delivery (additional postage applies).

  • Original shipping is not refundable for RTS not caused by our error.

  • If you prefer not to re-ship, we can issue store credit for the item(s) once received back in resaleable condition (less shipping and any carrier RTS fees), unless the ACL requires a refund.

9) PO Boxes, Parcel Lockers & Multi-Parcel Orders

  • Australia Post services (where used) can deliver to PO Boxes/Parcel Lockers. Courier services may require a street address.

  • Large orders may ship in multiple parcels with separate tracking.

10) Click & Collect (Knoxfield VIC) — optional

Where available, you’ll receive a ready for pickup notification. Bring photo ID and your order confirmation. Uncollected orders may be cancelled and restocked after a reasonable period (less any applicable handling), unless the ACL requires otherwise.

11) International Shipping

We do not offer international shipping.

12) Contact

Email: support@thepremiumshisha.com.au
Phone: 0499 744 742
Postal: Factory 20 / 573 Burwood Highway, Knoxfield VIC 3180, Australia