Frequently Asked Questions
Welcome to satinca's Frequently Asked Questions, where we've compiled a list of the most common questions we receive from our valued customers.
Q: What is your shipping policy
At satinca, we aim to ship all orders as quickly as possible, usually within 24 to 72 hours of purchase. During busy periods, there may be slight delays due to higher order volumes. We offer both standard and express shipping options at checkout, so you can choose the delivery speed that suits you best. If your order is time-sensitive or urgent, we recommend reaching out to us through our live chat. We'll do our best to prioritise your order and assist you as quickly as possible. Once your order has been dispatched, you’ll receive a confirmation email with tracking details so you can keep an eye on its progress.
Q: What is satinca ?
A: satinca is an Australian owned & operated pharmaceutical company which offers a range of innovative products to help make plant medicine consumption convenient and accessible for all patients.
Q: Is satinca exclusive to pharmacies?
A: Yes, we are exclusive to community pharmacies to ensure convenience to plant medicine accessories for patients. We also provide education and training to pharmacies on our products, so they can provide the best possible support to patients.
Q: What types of plant medicine products does satinca offer?
A: We do not offer or sell any plant medicine, we only have accessories. What we do offer is a variety of accessories for plant medicine consumption, prepration & cleaning including grinders, rolling trays, cleaning kits, and more. All of our products are chosen & designed to enhance the patient's experience and make it more convenient for patients.
Q: Are satinca products environmentally friendly?
A: Yes, we are committed to sustainability and reducing our carbon footprint. We use carbon-neutral delivery for all our orders, except PO Boxes and are working towards using completely sustainable packaging supplies... some of our new packaging has already started popping up.
Q. Why can’t I order the S10X Vape to be delivered directly to me?
A. Due to vaping regulations introduced in July 2025, the S10X Vape can no longer be shipped directly to customers. Any vaporiser intended for use alongside a medicinal cannabis prescription must now be supplied through a pharmacy or clinical setting, not through general retail. We work with over 100 pharmacies across the country and are happy to coordinate with your local pharmacy to help you access your device.
Q. How do the new vape laws affect me?
A. If you’re using a vaporiser with your medicinal cannabis prescription, the new laws mean that these devices must now be provided through a pharmacy or doctor. This ensures proper medical oversight and support. We’re partnering with pharmacies nationwide to make the process as smooth as possible, and we're happy to work with your local one if needed.
Q. What payment options do you offer?
A. We currently accept debit or credit card payments (via PayPal checkout), PayPal, and bank transfer. More payment methods may be added soon.
Q. How will I know when you’re visiting my state for an in-store cleaning day?
A. We’ll always announce in-store cleaning events via our email newsletter and social media. If you’d like us to visit your local pharmacy, let us know — we’re always looking to bring this initiative to more communities.
Q. What does attending an in-store cleaning day mean and why is it important?
A. It’s a day where you can bring your device into your favourite pharmacy to have it professionally cleaned by our team. It’s also a chance to chat with pharmacy staff, ask questions, and learn more about device care. Regular cleaning helps maintain oral hygiene, improves device performance, and ensures you're receiving the full therapeutic benefit of your prescription. A dirty device can limit its effectiveness — and your throat will thank you for the upgrade.