Frequently Asked Questions (FAQ)

Welcome to Cigarette Online Group. Find answers to common questions about orders, payments, shipping, delivery, returns, and customer support.

🔞 Age Verification

Do I need to be 18 or older to purchase?

Customers must meet the minimum legal age requirements for purchasing tobacco products in their location. Age restrictions and product availability are subject to applicable laws.

Can you request ID verification?

Yes. We may request proof of age or additional verification where required. Orders that cannot meet legal requirements may be cancelled.

🚚 Shipping & Delivery

Do you ship Australia-wide?

We ship to eligible locations across Australia, subject to product availability, delivery restrictions, and applicable laws.

Do you ship internationally?

No. International shipping is currently unavailable.

How much does shipping cost?

Standard shipping is generally around $10. The final cost depends on the available shipping options and your delivery address.

Eligible orders may qualify for free shipping when the minimum spend displayed at checkout is reached.

How long does delivery take?

Delivery Area	Estimated Delivery
Metro areas	2–5 business days
Regional areas	3–8 business days
Western Australia & Northern Territory	5–10 business days
Tasmania	5–10+ business days

These timeframes are estimates only. Courier operations, weather, public holidays, and remote locations may affect delivery.

Is Express Post available for Tasmania?

No. Express shipping is not available for Tasmania orders. Please select the Tasmania Shipping option at checkout.

Do you deliver to PO Boxes and Parcel Lockers?

Delivery to PO Boxes and Parcel Lockers is available where supported by the selected shipping service.

Is the packaging discreet?

Packaging and labelling depend on the shipping service and applicable requirements. Please contact us if you have a question about how an order is prepared for shipment.

Will I receive tracking information?

Where tracking is available, we will send the details after dispatch. Tracking may take some time to become active.

Do deliveries require a signature?

Some deliveries may require a signature, proof of age, or other verification, depending on the shipping service and legal requirements.

🛒 Orders & Payments

Can I change or cancel my order?

Orders may begin processing soon after payment confirmation, so changes or cancellations cannot always be guaranteed. Contact us as soon as possible if you need assistance.

What payment methods do you accept?

Available payment methods are shown at checkout and may change over time. Please follow the payment instructions provided for your order.

Why was my order cancelled?

An order may be cancelled because of payment issues, product availability, verification requirements, or other legitimate processing concerns. Contact us if you need clarification about a cancelled order.

📦 Lost, Delayed or Missing Parcels

What if my parcel is delayed?

Delays may occur due to courier disruptions, severe weather, public holidays, high parcel volumes, or transport limitations. Check your tracking information first, then contact us if you need further assistance.

What if tracking says delivered but I have not received my parcel?

1. Check your delivery location and any safe-drop areas.

2. Ask household members or neighbours whether they received the parcel.

3. Review the courier's tracking details.

4. Contact the courier and our support team if the parcel remains missing.

What should I do if items are missing or damaged?

Contact us as soon as possible, ideally within 48 hours of delivery. Include your order number, a description of the issue, and clear photos where relevant.

The requested timeframe helps us investigate promptly and does not limit any rights you may have under applicable consumer law.

🔄 Returns & Refunds

Do you accept returns?

Return eligibility depends on the product, the circumstances, and applicable laws. We generally do not accept change-of-mind returns for opened or used products where return restrictions apply.

Can I get a refund for change of mind?

Change-of-mind refunds are generally not offered. However, this does not affect any legal remedies available for faulty, damaged, incorrect, or misdescribed products.

When may a refund or replacement be available?

Please contact us if you receive an incorrect, damaged, faulty, or incomplete order, or if your parcel is confirmed lost. We will assess the issue and explain the available options under our Returns & Refund Policy and applicable law.

How long do refunds take?

Approved refunds are generally returned to the original payment method. Processing times depend on the payment provider and your financial institution.

🔒 Security & Privacy

How is my personal information protected?

We use appropriate security measures to help protect customer information. No online system can guarantee absolute security.

Is my information shared with third parties?

Information may be shared with service providers, such as payment processors, delivery carriers, and security services, where necessary to operate the website, fulfil orders, or meet legal obligations.

For more information, please read our Privacy Policy.

🚭 Product Information

Can product images differ from the items received?

Yes. Manufacturers may update packaging, branding, or design details. Images are provided for general reference, and minor variations may occur.

Are products genuine?

We aim to source products through suppliers we consider reliable. If you have concerns about an item you receive, please contact our support team with your order details.

📞 Contact Support

How do I contact Cigarette Online Group?

Visit our Contact Page for support and order enquiries.

Please include:

• Your full name

• Your order number, if applicable

• A clear description of your enquiry

⚠️ Important Health Notice

Smoking causes serious health risks, and tobacco use is addictive. This website provides general product and order information, not medical advice.

Products are subject to applicable age restrictions and laws. Customers are responsible for ensuring that any purchase is lawful in their location.