Welcome to AUSTOBAC. Below you can find answers to common questions about ordering, age verification, delivery, payment, returns and customer support.
About AUSTOBAC
What is AUSTOBAC Official Store?
AUSTOBAC is an online store serving adult customers within Australia.
Orders are fulfilled from our local warehouse in Sydney, New South Wales.
Do you have a physical retail store?
AUSTOBAC provides online customer service through this website.
We do not operate a public-facing retail store or provide a physical customer service address through this website.
Ordering & Age Verification
How old do I need to be to purchase tobacco products?
You must be 18 years of age or older to purchase tobacco products in Australia.
By placing an order, you confirm that you meet the applicable legal age requirement.
Can I purchase tobacco products for someone under 18?
No.
You must not purchase or arrange the supply of tobacco products for a person under 18.
Supplying tobacco products to a minor may be unlawful under applicable Australian laws.
Do I need to verify my age?
Yes.
Age confirmation may be required when entering the website and during checkout.
Additional age verification may also be required before or during delivery, depending on the applicable delivery requirements.
Do I need to provide ID when receiving my order?
Age verification may be required when your order is delivered.
The recipient may be required to provide valid government-issued photo identification confirming that they are 18 years of age or older.
If the required age verification cannot be completed, the delivery may not be completed and the parcel may be returned to our Sydney warehouse.
What forms of ID may be accepted?
Depending on the delivery provider and applicable requirements, acceptable identification may include:
- A valid Australian driver’s licence
- A valid Australian proof-of-age card
- A valid Australian or foreign passport
- Another valid government-issued photo identification document accepted by the delivery provider
The identification must be valid and suitable for verifying the recipient’s identity and age.
Delivery
Where are orders shipped from?
Orders are dispatched from our local warehouse in Sydney, New South Wales.
We currently provide domestic delivery within Australia only.
Do you ship outside Australia?
No.
We currently ship tobacco products within Australia only and do not process international orders.
How long does delivery take?
Orders are generally processed within 1–2 business days.
Estimated domestic delivery times after dispatch are:
- Major metropolitan areas: approximately 1–3 business days
- Regional and remote areas: approximately 3–5 business days
Delivery times are estimates only and may vary depending on the destination, carrier and other delivery conditions.
How can I track my order?
Once your order has been dispatched, tracking information may be provided where available.
You can also use our Track Your Order page to check your order status.
If you need assistance with your order, please contact:
What happens if my order cannot be delivered?
A delivery may not be completed if:
- The recipient cannot satisfy an applicable age verification requirement
- The delivery address is incorrect or incomplete
- The recipient is unavailable when required
- Another applicable delivery requirement cannot be met
Where appropriate, the parcel may be returned to our Sydney warehouse.
Please contact if you need assistance with a returned parcel.
Orders & Changes
Can I change my order after placing it?
Please contact us as soon as possible at if you need to make a change.
We will try to accommodate requests before the order is processed or dispatched. However, changes cannot be guaranteed once processing or dispatch has started.
Can I cancel my order?
You may contact us to request cancellation before your order has been dispatched.
Cancellation cannot be guaranteed once an order has been processed or dispatched.
Any applicable refund will be handled in accordance with our Order Policy and Returns & Refunds Policy.
What happens if my order is refused or cancelled?
We may refuse or cancel an order where:
- Age verification cannot be completed
- Payment cannot be authorised
- Product availability changes
- Delivery information is incorrect or incomplete
- Fulfilling the order may breach applicable law or our store policies
Where payment has already been received, any applicable refund will generally be returned to the original payment method.
Returns & Refunds
Can I return a tobacco product?
Opened or used tobacco products are generally not eligible for change-of-mind returns.
A return, replacement or other remedy may be available where a product is damaged, defective, incorrectly supplied, or where a remedy is required under applicable Australian consumer law.
Please contact before returning any product.
Can I return an unopened tobacco product if I change my mind?
Change-of-mind returns for tobacco products are subject to our Returns & Refunds Policy and applicable Australian law.
Opened, used or tampered-with tobacco products are generally not eligible for return or exchange.
Please contact our customer service team before sending any product back.
Payment & Pricing
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary from time to time depending on payment-provider availability and transaction requirements.
What currency are your prices displayed in?
Our product prices are displayed in Australian dollars (AUD).
Any applicable currency information shown during checkout should be reviewed before completing your order.
Are taxes included in the displayed price?
Yes.
Unless otherwise stated, the product prices displayed on our website include applicable Australian taxes reflected in the product price.
There are no separate hidden Australian tax charges added at checkout for those included amounts.
Product prices include all applicable taxes.
Do you charge international customs or import duties?
No international orders are processed.
We currently provide domestic delivery within Australia only and do not process overseas shipments or international customs clearance.
Customer Support
How can I contact AUSTOBAC?
For customer service, order enquiries, delivery questions, returns or other assistance, please contact us at:
Our customer service team generally aims to respond within 1–2 business days.
Where can I find your store policies?
Our website provides separate policy pages covering areas such as:
- Shipping
- Returns & Refunds
- Orders
- Payment
- Privacy
- Age Verification & Responsible Sales
- Dispute Resolution
- Tax Information
- Terms of Service
Please refer to the relevant policy page for the full terms and conditions.
Important Information
Are tobacco products age-restricted?
Yes.
Tobacco products are age-restricted products and are subject to Australian federal, state and territory laws.
Customers must ensure that their purchase, possession and use of tobacco products comply with applicable laws.
Important Notice
The information provided in this FAQ is intended for general customer-service and commercial information purposes.
It does not constitute medical, legal, tax or other professional advice.
Applicable requirements may vary depending on the customer’s location and circumstances. Where specific legal advice is required, customers should consult an appropriately qualified Australian professional.