FAQ
Customer Service Hours
Monday – Friday, 8 AM – 4 PM
Contact Us
All enquiries please contact admin@gatorbeug.com
Is this a safe site to purchase from?
Yes, we are a local Australian based company.
Is the packaging discrete?
Yes, our packaging is blank there is no mention of our products on the packaging.
How long does it take for Out of Stock products to be restocked?
We cannot guarantee an exact date or time when we will restock sold out products. The best way is to keep an eye out on our website and follow us on social media @gatorbeug
If I notice a crack/damage as soon as I receive the item, can I send it back?
Yes. Please take clear photos and/or videos showing the product, the damage, and the packaging it arrived in, and send them to admin@gatorbeug.com within 3 days of receiving your order.
Once we have reviewed the photos/videos, we will arrange a replacement for the faulty product. Please note: To be eligible for a replacement, the item must be unused.
We will reimburse you for the return postage once the faulty item has been returned.
How do I clean my bong?
We recommend using methylated spirits and a course grain cooking salt. The method acts as a solvent and the cooking salt acts as an agitator. Don’t use boiling water as any extreme or sudden temperature changes can crack glass or ceramic.
Do you ship to New Zealand?
No unfortunately, NZ’s custom’s laws prevent us from shipping product into the country.
How long does shipping take?
Domestic orders sent via Express post generally arrive within 1-3 business & Standard orders generally arrive within 5-7 business days from the time of purchase. These timeframes are estimates only & Gatorbeug is not responsible for any shipping delays that may arise once the parcel has been dispatched.
How do I track my order?
You will receive an email with all relevant tracking information once your order leaves our warehouse. If you haven’t received an email within 1 hour please check your junk/spam folder.
I made a mistake with the delivery address
If you made a mistake, please send your correct address through the contact form on the website. However, if we have already dispatched your order, you will need to contact Auspost on 137678, state your order number and have them to update your shipping address information.
My order has gone through but payment hasn't been taken?
Payments can take up to 24 hours to process or in the case of a weekend it will be processed on Monday. Please ensure you have sufficient funds in your account until we have processed your payment. An email will be sent out if your payment was declined. This will occasionally land in your junk mail or spam folder so please check there.
My order is missing products
If your order is missing products please contact us immediately (within 3 days) to admin@gatorbeug.com so we can check our packing cameras to verify your missing items. If you email us outside of this timeframe, we are unable to replace missing items.
My order has stopped progressing after dispatch
All our deliveries go through Australian Post. If your parcel gets lost please contact Auspost on 137678 and quote your tracking number when requested.
Delivery Locations
We offer shipping services to all locations within Australia and several international destinations. For detailed information about international shipping options, please contact our customer service team.
Processing Time
Orders are typically processed within 1-2 business days. Orders placed before 12 PM on business days qualify for same-day shipping. Orders placed after 12 PM or on weekends and public holidays will be processed on the next business day.
Free Shipping
Enjoy free standard shipping on all orders over $150.
Shipping Confirmation
Once your order is dispatched, you will receive a shipping confirmation email with a tracking number.
Address Changes
If you need to change your shipping address after placing an order, please contact our customer service team as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes can be made once the order is processed.
Undeliverable Packages
If a package is returned to us as undeliverable, we will contact you to arrange redelivery. Additional shipping fees may apply.
Customer Service
For any shipping inquiries or issues, please reach out to our customer service team:
- Email: admin@gatorbeug.com
Delivery Timeframes
- Same-Day Delivery: Available for orders placed before 12 PM on business days.
- Standard Delivery (Australia): 3-7 business days
- Express Delivery (Australia): 1-3 business days
- International Delivery: Delivery times vary by destination. Please contact customer service for more details.
Tracking Your Delivery
You can track your delivery using the tracking number provided in the shipping confirmation email. Simply click on the tracking link for real-time updates.
Delivery Address Changes
If you need to change your delivery address after placing an order, please contact our customer service team as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes can be made once the order is processed.
Lost or Damaged Deliveries
In the unlikely event that your delivery is lost or arrives damaged, please contact our customer service team within 7 days of receipt. We will work with you to resolve the issue as quickly as possible.
Customer Service
For any delivery inquiries or issues, please reach out to our customer service team:
- Email: admin@gatorbeug.com
All purchases are final, and returns are not accepted unless items are faulty, have arrived damaged from delivery, or you received the wrong product. We will not replace an item if you have used it, it must be in its original condition. Claims on receiving the wrong product or faulty and unused items need to be made within 3 days from the time of receiving your order.
We will refund or replace any unused items that were found to be faulty or if you have received the wrong item, provided the above conditions are followed. All refunds are provided in the form of store credit. Free and/or discounted products are exempt from refunds, exchanges and returns.
Cancellations must be made within 24 hours after the order has been placed.
Please note there are no refunds for electrical items. We will only exchange electrical items if they are unused and found to be faulty.
We do not cover any accidental damage caused by the use or cleaning of our products
If you believe one of the situations above applies to your order, please contact us at admin@gatorbeug.com by sending us as much information as possible about your concern, as well as photos and videos of the product and packaging so we can look into it for you.