FAQ

Will my order be shipped discreetly and unmarked?

Of course! We pack and send all orders in plain, generic packaging. You can get your order shipped to your workplace and there won’t be any branding that says Drama Llama. We continue to maintain our discreet and unmarked packaging to give you confidence when ordering from our site. The sender name is Port Kennedy Online and we ship like regular parcels with Australia Post.

 

How will I know if my order has been sent to me?

Don’t worry, we’ll send you a shipping confirmation email with your tracking number once your order has been shipped. You can also log into your account which will show you the status of your order at any time.

 

Can I track my order?

Of course, we’ll send you a tracking number for your order in an email once it’s shipped and you can check the status on the Australia Post website. 

 

What happens if I’m not home when my order is delivered?

For proof of delivery reasons we require a signature upon delivery. If no one is home to sign for your parcel, and there is not a safe place for the postie to leave it, it will be taken to your closest Australia Post outlet. A postcard should be left for you, letting you know where to pick up your parcel from, but if not, you can still track your parcel’s location online.

 

I haven’t received my order yet, where is it!?

We try to make our delivery estimates as accurate as possible. Keep in mind though, deliveries can be delayed in the post especially around the busy times. Allow extra time for public holidays. Please check the status of your order on the Australia Post website using your tracking details provided by email. If you have any questions about your order, please contact us at info@dramallama.com.au

 

Can I return my order?

Due to the nature of the items we sell, unfortunately we’re unable to accept most returns, especially if they are used. Please ensure you select the correct items before placing your order. If you have any questions about an item, you can email us at info@dramallama.com.au or call or text us before placing your order, or if there are any issues with your items once received. Returned items will incur a 15% restocking fee. Shipping fees will not be refunded. 

If you have changed your mind about an item, and it is still brand new and completely unused, we can exchange or credit for the item, but we do not refund for Change Of Mind purchases. These returns are at your own postage cost. Include your name and order number and a note requesting credit or exchange. Please ensure that the items are adequately packaged for postage in the way they were received by you. If the item arrives broken due to not being packaged appropriately, it will not be eligible for credit or exchange.

My item is faulty, can I get an exchange or refund?

We will refund, credit or replace any items that are found to be faulty on arrival, or within the warranty period (on warranty applicable items). If you feel your item is faulty, please contact us as soon as possible at info@dramallama.com.au 

Please include photos of the fault if applicable. We’ll assess your query and if it’s found to be faulty, or we need to physically assess it, we’ll be in touch with you to let you know what the next step is.

My item is broken!

While all care is taken with packaging of fragile items, breakages may occur in transit. If your item has arrived broken or damaged, please contact us as soon as possible at info@dramallama.com.au. Include photos of the broken or damaged item/s. We have a Replacement Guarantee for items which arrive broken or damaged.

Please inspect your items thoroughly on arrival. If you do not report any problems with your item when you receive it, we assume that you received it in good working order without damage. We have no responsibility to provide refunds, exchange or credit for items that you have damaged or broken yourself after the fact.

IF YOU DAMAGE THE BONG YOURSELF WHILE INSERTING THE STEM, YOU ARE NOT ENTITLED TO REPLACEMENT OR REFUND