Protect your order from loss, damage and theft with Premium Package Protection. Premium Package Protection is our in-house insurance product designed to keep our deliveries safe even in the most challenging situations.

We give you access to buyer protection at checkout to cover product loss, theft or damage, and our dedicated in-house investigation team is here to resolve issues in hours, not days. You can count on Premium Package Protection to provide peace of mind, so you know we have you covered even if something goes wrong.

Before making a claim of a lost, damaged or stolen package, please check the following first:

Tracking

See where your package is using your carrier's tracking link. All our orders are tracked. Once your order is dispatched, you will receive an order confirmation with a tracking link. You can also access your tracking link via your account page.

Card Received
All our packages require a signature upon delivery. If you weren't home, your package may have been delivered to your closest Australian Post Office or courier pick up location. Check to see if your carrier has left a notification card at your premises. If your order was shipped with Aramex, TNT or StarTrack, it may be with a courier pending redelivery.

Accepted On Your Behalf

Check if someone at home or work accepted or signed for your package on your behalf. If you live or work in a building, check with your building management or mailroom if they have received it.

Address Details

Check your invoice and confirmation email to see if your address was entered correctly. You may have made a mistake when entering your shipping address.

Service Delays

Check with your courier if there are any servce disruptions in your area.

Australia Post

Aramex

TNT

Before making a claim of a lost, damaged or stolen package, please ensure you have checked all the possible scenarios regarding your order above. If you have exhausted all these scenarios, it's time to make a claim.

Lost In Transit

If your parcel is not delivered within the time frame specified by your carrier, please make a claim. We need to wait for your carrier to deem your order 'Lost In Transit', which can take up to seven business days.

Damaged In Transit

If your goods have been damaged in transit, you should make a claim immediately. You have seven days from the day your package was delivered to make a claim. If you don't make a claim within seven days, you're not eligible to make a claim.

A package will be deemed lost in transit if it has not arrived within 10 business days of the expected delivery date and cannot be located by your courier.

It's easy. All we need is your email address and order number. When you have this information, you're ready to make a claim.

• You can't make a claim for orders that have an incorrect shipping address.
• Glass Bongs Australia is not responsible for items purchased that don't comply with your country's laws and regulations. It is the customer's responsibility to adhere to their local laws. You cannot make a claim if your parcel has been confiscated by customs.
• You cannot make a claim if you have not contacted us within seven days of your package being delivered.

Lost/Stolen In Transit

We will lodge the issue with your courier on your behalf. Once it is deemed lost in transit from the courier, we will reship your order for free. If we no longer have the stock, we will arrange a full credit/refund including shipping fees.

Damaged In Transit

If your goods have been damaged in transit, we will request evidence of the damage before proceeding. Once confirmed, we will reship your order for free. If we no longer have the stock, we will arrange a full credit/refund including shipping fees.