Got questions? We’ve answered the most common ones below. For delivery-related enquiries, please visit our Delivery & Shipping page.

Order Help

Can I cancel or change my order after placing it?

Orders can only be changed or cancelled before we have begun packing them. Contact us as soon as possible and we’ll do our best to help.

Do you offer tracking?

Yes — tracking details will be provided once your order has been dispatched.

What if my parcel is returned to sender?

If your parcel is returned to sender, please contact us and we’ll help arrange redelivery. Additional shipping charges may apply.

Returns and Exchanges

How long do I have to return an item?

You have 7 days from the date your order is delivered to contact us and send your item back.

What if I change my mind?

We offer store credit for unused, unopened products in their original packaging. To start a return, please contact us at info@midnightsmokeco.com.au.

Can I exchange an item?

Yes! Contact us within 7 days of receiving your order and we'll arrange an exchange for you.

What if my item is faulty, damaged, or incorrect?

If your order arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery at info@midnightsmokeco.com.au with your order number and clear photos of the issue. Once reviewed, we'll arrange a refund, replacement, or store credit, depending on the situation.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer for change-of-mind returns. If the item is faulty, damaged, or incorrect, we'll cover the return shipping costs.

How long until I receive my store credit?

Once your return has been received and inspected, we'll email your store credit for you to use anytime.

Products 

What products do you sell?

We stock a curated range of smoking accessories and related products for adult use.

How do I choose the right product for me?

If you’re not sure which product is right for you, feel free to contact us at info@midnightsmokeco.com.au and we’ll be happy to help.

Are your products authentic?

Yes - we only stock genuine products sourced from reputable brands and suppliers.

Do you restock sold out items?

Some products are restocked regularly, while others are limited. If you're waiting on a specific item, feel free to contact us and we'll let you know if it's coming back.

Care and Cleaning

How do I clean my products?

Cleaning instructions can vary depending on the product. For most glass items, we recommend using isopropyl alcohol and warm water. You can also refer to the product description or contact us for specific care advice.

How often should I clean my products?

Regular cleaning helps maintain performance and hygiene. We recommend cleaning after each use, or at least once a week depending on how often the product is used. 

Age Verification

Do I need to be 18+ to purchase?

Yes — you must be 18 years or older to purchase from Midnight Smoke Co.

How do you verify age?

We may request valid photo ID at checkout, before dispatch, or upon delivery. Orders may be cancelled if age verification cannot be completed.

Discreet Packaging

Is my order shipped discreetly?

Yes — all orders are packed in plain, unmarked packaging with no indication of the contents.

Will the package show the store name?

No — our packaging and shipping labels are kept discreet to protect your privacy.

Legal Disclaimers

Are your products legal?

All products sold by Midnight Smoke Co are legal smoking accessories intended for adult use. Customers are responsible for ensuring they comply with local laws and regulations.

What are your products intended for?

Our products are sold as smoking accessories for legal adult use only.

Customer Support

What are your customer support hours?

Our online store accepts orders 24/7. Customer support enquiries are answered Monday to Friday, 9am–5pm AWST.

What is your expected response time?

We aim to respond to all enquiries within 24 business hours.

How can I contact you?

You can reach us at info@midnightsmokeco.com.au.