FAQS
SMOCIG CUSTOMER HELP
Frequently asked questions
Clear answers about ordering, payment, delivery and support, all in one place.
01 / DELIVERY
Shipping & delivery
When will my order be dispatched?
Orders are usually dispatched the next business day after payment is confirmed. Orders placed on weekends ship on Monday, or the next business day if Monday is a public holiday.
How long does delivery take?
Estimated transit time after dispatch: NSW and ACT 2-4 business days; VIC, QLD and SA 3-6; TAS and WA 5-8; NT 5-10. These are estimates, not guaranteed arrival dates. See our shipping policy for details.
Which delivery service do you use?
We ship Australian orders with Australia Post Parcel Post, its standard tracked parcel service. We do not offer Express Post.
How do I track my parcel?
After dispatch, we send a tracking number by email. You can also use our track your order page or enter the tracking number on the Australia Post website. Tracking updates may take some time to appear.
What if my delivery is delayed?
Weather, public holidays, busy postal periods, local routes or incorrect address details can cause delays. Check your tracking status and contact our team as soon as possible with your order and tracking numbers.
How is my order packed?
Orders are packed securely in plain outer packaging to protect the contents in transit.
Do you ship outside Australia?
No. We currently ship within Australia only.
02 / CHECKOUT
Orders & payments
Which payment methods are accepted?
You can pay with PayPal or a supported Visa, Mastercard or American Express debit or credit card at checkout. BSB bank transfer is available by contacting our support team for instructions. See our payment methods page.
How do I pay by BSB bank transfer?
Please contact our support team to request the current BSB and account details. Verify the recipient and payment instructions with us before transferring funds.
How can I pay more safely?
Use this store's checkout for PayPal and cards, and request BSB instructions only through our official support page. Never send your full card number, CVV, password or verification code by email or WhatsApp. If you notice an unrecognised charge, contact your bank or PayPal promptly and let us know.
What if my payment is declined?
Check your payment details and try again. Your bank or PayPal can explain why a payment was declined. If you still need help, contact us.
How will I know my order is confirmed?
After your order is placed successfully, you should receive an order confirmation email. Check your spam folder if it is missing. If payment appears to have gone through but you cannot find the order, contact us with the email used at checkout.
Can I change or cancel an order?
Please contact us as soon as possible with your order number. We will check whether a change or cancellation is still possible based on the order's status.
03 / AFTER YOUR ORDER
After-sales help
What if an item is missing, incorrect or damaged?
Contact us promptly with your order number, a description of the issue and clear photos of the item and packaging when relevant. Our team will review it and explain the next step.
What if tracking says delivered but I do not have my parcel?
Check the delivery location and any Australia Post collection notice, then contact us with your order and tracking numbers. We can help investigate with the carrier.
Can I request a return or refund?
Please contact us with your order number and the reason for your request. We will review eligibility under our store policy and applicable requirements, then explain the available options.
What if I miss a delivery attempt?
Follow the collection or redelivery instructions shown in your Australia Post tracking updates. Contact our team if you need help understanding the status.
04 / WE ARE HERE TO HELP
Account & support
Can I ask a question before buying?
Of course. You do not need an order number to contact us. Ask about products, delivery or anything you would like to understand before placing an order.
How can I contact the support team?
Message us in WhatsApp at +61 468 205 648 or email support@fumottobacco.com. Our support hours are Monday to Friday, 9:00 am-6:00 pm, excluding public holidays. You can leave a message outside these hours.
Where can I learn about membership points?
See the Member Rewards Program page for current earning, redemption and eligibility rules. If your points look incorrect, contact us with your account email and order number.
How do I know I am on the official website?
Before entering account or payment details, check that you are on the store address you intended to visit and that your browser shows a secure HTTPS connection. If a message or another website seems suspicious, contact our team through this site's Contact Us page.
Is there a minimum age to order?
Yes. You must meet the legal minimum age and any other requirements that apply to age-restricted products where you live.
Still have a question?
Whether or not you have placed an order, our support team is here to help.