If an Australian tobacco order arrives damaged, keep a clear record before contacting support: the order number, the complete product name or SKU, a short description of the problem, photographs of the parcel and affected item, and the date the delivery was received. Keep the item and its packaging while the issue is assessed. These details help connect the physical delivery to the confirmed order without relying on a shortened product name or memory.
This evidence checklist is for Australian adults aged 18 or older. It does not replace the current Returns and Refunds policy, which is the authoritative page for assessment and next steps. Do not send an item back before receiving instructions and the correct return destination.
Damaged tobacco order evidence checklist
1. Preserve the order reference
Start with the order number and the email address used at checkout. The order number is the strongest link between a support request and the confirmed transaction. Do not place payment-card details, identity documents or unrelated personal information in a general message.
2. Record the exact product identity
Copy the complete product name from the order confirmation or live record. Include the SKU when it is shown. A brand name alone may cover several catalogue records, while a full title and SKU distinguish the item that was ordered. Zavorax catalogue listings represent one carton containing 10 packs, so also state whether the issue concerns the outer parcel, carton, individual packs or an incomplete quantity.
The live catalogue is useful for checking the current title, but the confirmed order record should remain part of the evidence. Live product details, images, prices and stock indicators can change after an order is placed.
3. Photograph the condition before disposal
Take clear, factual photographs when damage or an incorrect item is involved. A useful set normally shows:
- the exterior parcel and any visible impact, tear or moisture;
- the shipping label with unnecessary personal details kept out of any public post;
- the opened parcel and internal packing;
- the affected carton or packs from enough angles to show the issue; and
- the complete product wording or SKU where it can be photographed accurately.
Do not alter packaging merely to make the damage more visible. The goal is a faithful record of the condition in which the order was received.
4. Write a concise issue description
State what happened without guessing at the cause. For example, distinguish “outer parcel torn on arrival” from “carton crushed”, “quantity incomplete” or “item different from the confirmed order”. Note the delivery date and when the condition was first observed. If carrier tracking is relevant, preserve the tracking reference and latest carrier status.
5. Keep the item and packaging
Retain the affected item, carton, outer parcel and internal packaging until support provides the next step. Discarding them early can remove information needed to assess the issue. The live policy also says not to return a product without instructions.
How to contact Zavorax about the delivery
Use the Zavorax contact form. Include the order number, exact product name or SKU, concise issue description and relevant photographs when requested. For a delivery problem, the Shipping Policy asks for the order number and delivery postcode. Submit personal order information through the appropriate support channel rather than a public comment.
Keep a copy of the message and any reply so the sequence remains clear. The site terms state that product names, SKUs, images, prices and stock indicators identify live catalogue records and may change; the current product and cart pages are authoritative at order time. The Terms and Conditions also link the shipping and returns policies that apply to the ordering service.
What this checklist does not decide
A photo record does not by itself determine the remedy. The Returns and Refunds page states that an approved remedy may be a replacement, refund or another solution appropriate to the issue, and that requests must be assessed. It also distinguishes product problems from change-of-mind requests. Support needs the evidence to evaluate the actual circumstances.
FAQ
Should I return a damaged tobacco item immediately?
No. Keep the item and packaging, contact support and wait for instructions and the correct return destination.
What details should be in the first message?
Include the order number, exact product name or SKU, a concise description, the delivery date and relevant photographs when damage or an incorrect item is involved. A delivery enquiry should also include the destination postcode.
Can I post the shipping label publicly?
Do not publish personal delivery information in a blog comment or public channel. Send necessary order details through the site contact form.
Adult-only context: Zavorax serves adults aged 18 or older at eligible Australian delivery addresses. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks.