Family 12 Pole Set

SHIPPING POLICY - FREQUENTLY ASKED QUESTIONS 
 
What are shipping costs?
Shipping is calculated at check out. Shipping costs vary by delivery location and the size of your order. If you are unable to obtain a shipping cost via our website, please contact our customer service team.

Note, we may run “free shipping” promotions periodically these may not be valid for all transactions on the website due to shipping requirements of the good (eg. Locations, size, weight, etc). This will be highlighted in the terms of the specific period.
 
When will my order be dispatched?
All orders will be processed and shipped within 2 - 3 business days during business hours (Monday – Friday, 9 am – 5 pm)

*Please note that during busy sales periods, there may be delays due to higher order volumes.  
 
How is my order being delivered?
Adventure Operations partners with selected couriers, including (but not limited to) Australia Post, Startrack, Border Express, TFM Xpress and Toll Ipec, to get your online order delivered to your door as quickly as possible. Our couriers do not provide a door-to-door service in all locations around Australia. Some remote addresses may require collection from a local depot. The services available and used for your order will depend on the items' destination, size, weight and delivery time frame.
 
What are delivery time frames?
Once your order leaves our warehouse in QLD, transit times will vary depending on its destination and the method of shipment. However, most orders will generally be delivered within 1 and 10 business days.

Our courier partners generally make deliveries Monday through Friday, 9 a.m. to 5 p.m. We recommend you use a business address or an address where you, or someone you designate, will be available to sign for your delivery.

Note: Whilst every effort is made to provide a delivery estimate, these timeframes are subject to change in unforeseen circumstances. Please allow extra time for rural locations.

Brisbane: 2 to 3 Business Days

Sydney: 3 to 5 Business Days

Melbourne: 5 to 7 Business Days

South Australia: 5 to 7 Business Days

Western Australia: 7 to 10 Business Days

Tasmania: 7 to 10 Business Days

Northern Territory: 7 to 10 Business Days

ROOF TOP TENTS, LARGE GAZEBOS & CAR AWNINGS: Due to specific shipping requirements, rooftop tents, large gazebos and car awnings can take longer to deliver due to specific shipping requirements from our delivery partners.

CUSTOM PRINTED PRODUCTS: Delivery time frames for custom printed products are generally 3 weeks from design approval.
 
Can the order be delivered to a PO Box or parcel locker?
We are unable to ship orders to a Parcel locker, PO Boxes, or Post Offices.

Can I authorise authority to leave a delivery?

Yes, all orders are defaulted to authority to leave. However, please note that neither Adventure Operations nor the carrier will be liable for loss or theft of the goods and the goods will be left at your risk. In addition, the carrier retains the discretion not to leave the goods unattended, including where the carrier deems it to be unsafe to do so. If you wish not to have authority to leave, please tick no authority to leave at the time of check out.
 
Do I need to be home to accept a delivery?
Adventure Operations recommends having orders delivered to a business address or an address where you or someone you designate will be available to accept delivery. Your order will be defaulted to authority to leave in the checkout process by any of our couriers for your parcel. Adventure Operations accepts no responsibility for the parcel thereafter as it has been deemed as delivered (most couriers may provide photo evidence for delivery).

If you wish to alter the default setting, please select the no authority to leave option within the checkout process if you wish to have this changed.
 
What happens if I miss my delivery?
If you have chosen no authority to leave and missed delivery or your nearest courier depot is too far away, your parcel/s will be taken back to the depot and a card will be left to organise alternative arrangements. An extra fee may apply for any redelivery.
 
Can I pay extra for express shipping?
Yes, you can select this via the option you are provided at checkout. Whilst we offer express shipping as an option on some of our products and delivery locations, it does not guarantee priority dispatch. Orders are processed through the warehouse system on a first come first served basis, express shipping generally means the transit time is less once an order has left our warehouse. Delivery time frame is approximately 1 – 2 business days in metro areas. Note: Whilst every effort is made to provide a delivery estimate, these timeframes are subject to change in unforeseen circumstances.

 
Do you ship outside of Australia?
We currently do not ship internationally. 
 
Do you offer a click and collect service?
Yes, we do offer a click and collect service from our warehouse in Eagle Farm (QLD) or Canning Vale (WA). Please ensure to select click and collect at check out. If you elect to click and collect, you will receive an SMS when your order is ready for collection. Our warehouses are open Monday – Friday Only. Eagle Farm (QLD) 8 am – 5 pm and Canning Vale (WA) 7 am – 2 pm.
 
How can I track my order?
Tracking information will be sent directly to the email address you have supplied at the time of ordering after your order has been picked and packed. Please note etas are an approximate only.
 
Can I change the delivery address?
If your order has been already dispatched, then we will not be able to make any updates to your address. Depending on what stage your order is in, it may be possible for us to update your address details or lodge a redirection to your preferred address. Please call us on 1300 362 921 to have this updated where possible.

 Last updated: 21 October 2024.

Returns Policy

Online Warranty Returns

All Oztrail products come with a manufacturer’s warranty. This warranty period differs between products, please see individual packaging for warranty period or contact Oztrail,

Oztrail warranty covers manufacturing faults or defects in the original product.  Damage or faults occurring from fair wear and tear, mould, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, alterations, severe weather events, insects, animals and acts of God are not covered by warranty.

The first step to get a warranty return under way is to contact OZtrail with your details, a description of the problem and some photos of the issue. From these details we will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return for inspection.

If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer's expense.

 Damaged in Transit
If a product arrives and is found to be damaged within 48 hours of delivery, and OZtrail is notified within this time frame, OZtrail will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue. In this instance take photos of the damages to the carton and product as OZtrail may request to see these upon being notified.

 Online Change of mind policy

Some goods may be returned to Oztrail under a change of mind, however a $30 administration fee will be charged. Goods must be returned in brand new, unopened, unused condition within 14 days of delivery of the goods. (Excludes some products and clearance items) In all instances Oztrail must be contacted prior to a return being sent back. This ensures that all returns are dealt with as quickly as possible. Failure to adhere to these instructions may result in delays processing your return or additional costs. If returning a product by mail/courier, it is your responsibility to facilitate the return and to ensure the goods are adequately packaged to ensure that they are not damaged during return delivery to our warehouse. Please note initial delivery charges due to change of mind are non-refundable.

Step 1: Contact Oztrail for detailed return instructions. You must provide your original order number or proof of purchase from Oztrail

Step 2: Address and repackage the item/s securely to avoid any damage in shipping. All returns must have the original order number clearly labelled on the returned package. Note: Oztrail takes no responsibility for items damaged or lost in transit and will decline a refund if arrived damaged from transit or lost in transit.

Step 3: Item/s put into transport and tracking details sent to OZtrail.

Step 4: Item/s received into the Oztrail warehouse and item/s condition checked

Step 5: Upon item/s confirmed being saleable; a refund or exchange will be processed

Goods which a change of mind is not available

• Sleeping Bags
• Sleeping Bag Liners
• Travel Pillows
• Airbeds
• Sleeping Mats
• Perishable goods
• Clearance items
• Portable Toilets

Returns Shipping Costs & Methods

All associated freight costs for change of mind returns are at the customer's expense.

In all instances where the customer is responsible for return shipping costs, they must organise their own shipping arrangements to the OZtrail Warehouse address. Oztrail recommends that you obtain proof of postage to track your return as Oztrail cannot accept responsibility for items lost in transit.

Refund Processing

Refunds are processed within 5 business days of being approved.  Refunds are sent back using the original payment method (e.g. Paypal back to Paypal, Mastercard back to Mastercard).  Depending on your financial institution it may take 4-5 business days for these funds to be made available in your account. Refunds will not be issued till the goods have been received back to the Oztrail warehouse and returned in brand new, unopened, unused condition. Please note original shipping charges are non-refundable and a $30 administration fee will be deducted from the final refund.