Customer Service Hours: Monday – Friday, 8 AM-4 PM

All enquiries please contact admin@gatorbeug.com

WEBSITE & PRODUCTS

IS THIS A SAFE SITE TO PURCHASE FROM?

Yes, we are a local Australian based company.

IS THE PACKAGING DISCREET?

Yes, our packaging is blank there is no mention of our products on the packaging, all deliveries and bank statements appear as Functional Sculpture.

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 a photo of any damages straight away and send to admin@gatorbeug.com and we will replace the faulty product for you. We will reimbursed you for the return postage.

HOW DO I CLEAN MY BONG?

We recommend cleaning with methylated spirits and a course grain cooking salt. The method acts as a solvent and the cooking salt acts as an agitator. Fill and shake the product, there is no need to soak and leave for extended hours.

Don’t use boiling water as any extreme or sudden temperature changes can crack glass or ceramic. 

PAYMENT & SHIPMENT 

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?

All orders are sent via Express post and arrive within 1-3 business days from the time of purchase. However, due to COVID-19 we cannot guarantee anything. Please note we only ship every Monday, Wednesday and Friday. Orders made on a Tuesday or Thursday will be shipped on the next business day.

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 BILLING 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 to admin@gatorbeug.com so we can send it out asap. 

MY PARCEL 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.