Shipping policy

Shipping Policy

At MySmokoMate, we aim to deliver your order as quickly and reliably as possible.

Shipping Destinations

We currently ship to Australia, the United States, the United Kingdom, Canada and New Zealand.

Shipping Rates

Free tracked shipping is included with every order to all supported destinations.

Order Processing

Orders enter processing once payment has been confirmed. Processing may take slightly longer during weekends, public holidays, busy sales periods or unusually high order volumes.

Once your order has been dispatched, you will receive a confirmation email containing your tracking information.

Estimated Delivery Time

Delivery takes 7-15 working days for all destinations.

Working days exclude weekends and public holidays. Regional or remote locations may occasionally take longer.

Delivery timeframes may be affected by weather events, customs processing, carrier delays, public holidays or other unexpected circumstances outside our control.

Order Tracking

Once your order has been dispatched, you will receive your tracking information by email.

Tracking may take 24-72 hours to begin displaying movement. Orders containing multiple items may occasionally arrive in separate parcels with different tracking numbers.

Incorrect Shipping Addresses

Please check that your name, delivery address and contact information are correct before completing your order.

If you notice an error, contact support@mysmokomate.com as soon as possible. We will do our best to update the details, but changes cannot be guaranteed once an order has entered processing or been dispatched.

If a parcel is returned because an incorrect address was supplied, additional redelivery costs may apply where permitted by law.

Missed or Unclaimed Deliveries

Customers are responsible for monitoring their tracking and following any collection or redelivery instructions provided by the delivery carrier.

If a parcel is returned because it was not collected or delivery could not be completed, additional redelivery costs may apply where permitted by law.

Delayed or Lost Parcels

If your tracking has not updated for several working days or your order has not arrived within 15 working days, contact support@mysmokomate.com with your name and order number.

We will review the tracking and assist with an investigation through the delivery provider. If a parcel is confirmed lost, we will provide an appropriate solution in accordance with applicable consumer law.

Damaged Parcels

If your order arrives damaged, contact support@mysmokomate.com as soon as possible.

Please keep the product and packaging, as we may request photos or a short video showing the parcel, shipping label, packaging and damaged product.

We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.

International Orders

Customers in Australia, the United States, the United Kingdom, Canada and New Zealand can order directly through our online checkout.

Free tracked shipping is included with every order to these destinations. Delivery takes 7-15 working days.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

For questions about shipping or an existing order, contact support@mysmokomate.com and include your name and order number.