- Contact Us
Should you have a question, please contact us by phone or e-mail. We value our customers and welcome any comments to help us improve the services we provide to you.
Please Note: as we are often out of the office the quickest way to communicate with us is via email. All emails will be returned within 24 - 48 hours
Or Write to:
Outdoor Gear Australia PO Box 5126 Rockingham Beach 6168 Western Australia
ONLINE SHOPPING 24-7
We're here to help make shopping easy.....full stop!
Welcome to Outdoor Gear Australia and thanks for shopping with us. We've pulled together all the info you might need to make your shopping experience with us as easy and enjoyable as possible. In this section you will find most of the answers to your questions. Granted we've had to include some of the boring stuff, here and there, but if after reading through these pages you still have any questions please don't hesitate to contact our Customer Service team. They are more than happy to help with any and all of your questions: firstname.lastname@example.org
“Yes, these are all the authentic and genuine brand-label products” For example, did you know that ‘every’ North Face product is produced with a small hologram label, authenticating it’s a genuine TNF product? Should you have any questions, please contact our customer service team prior to ordering from this Website. We will always attempt to be as accurate as possible, however, please note that colours may vary slightly from those displayed on your monitor.
From time to time, we offer products for sale that we expect to be in stock and available for dispatch from our distribution warehouse in Western Australia. Although the Website contains a feature that removes unavailable product from the online store, occasionally a product will sell out before the website is updated. “Why?” well, it’s because we give away stuff to customers that we really like, also we include bonus gift products in shipments to make them look more bulky, and my wife pinches stuff from our store that she really, really likes to keep for herself and wear out and about?
In the unfortunate circumstance where a product you wish to order becomes unavailable, we will advise you so that you can consider an alternative product....or consider waiting a few days until we can source one especially for you from around the world at considerable cost to us (only joking!). No we’re not....it really does take us some time to locate, source and ship this stuff over to us here in Australia. For example, did you know: that it can take between 14 - 24 hours just to ship and fly this stuff from our warehouse in Oregon (USA) across to Hong Kong (and that’s just a stop-over!) before it gets to us here in WA, four or five days later?
Please note that products placed in your shopping cart for purchase are reserved for you personally and cannot be purchased by other customers – especially when you actually ‘pay’ for them. This is the bit where you come in. Unfortunately we are unable to accept rainchecks or lay-bys on online orders. Just save up, and check back in a couple of weeks!
SHIPPING & DELIVERY
Delivery - is Fast & Furious & Free!*
Most of our orders are sent fast and free so you receive your gear as fast as possible! We offer FREE shipping on MOST (not all) of our orders for Australian deliveries and we also now ship orders to NZ (if you want to ship to NZ e-mail us first). Orders containing Heavy Shipping* items will ship separately, and will also incur our additional ‘set-rate’ heavy shipping charges as per below.
Bulky/Heavy Items* (eg. heavy metal ropes course/flying fox items, heavy tents, etc.)
For orders containing bulky, or heavy items including metal bits, tents and extra large backpacks, the items may be shipped via standard service (not express). In these circumstances if the shipping method is not accurately shown at the point of order placement our customer service team will contact you prior to your order being dispatched.
* Please Note: Heavy Shipping Items are calculated by you at check out, and you choose/add a heavy shipping category to your purchases, just like any other product item.
We aim to have all orders received before 3pm shipped the same day and you will receive e-mail notification confirming when your order is dispatched. In most cases this means next business day or day after delivery. More remote areas and NZ, SING' & MALAY orders may also take an additional couple of days to arrive, so please be patient. No need to ring our Customer Service team each day.
Orders will be processed during normal business hours between Monday and Saturday. All orders placed on weekends and public holidays will be processed on the next available business day. Shipment and delivery of orders is based on product availability, payment processing time (that bit’s you again) and warehouse processing time.
Currently our system is designed to automatically ship to all areas in Australia. We can also ship fairly easily to New Zealand - however, its best to e-mail us first. Orders shipped to New Zealand will usually arrive within 6–12 business working days from receipt of our system's dispatch confirmation. It all depends on which way the wind is blowing!
*** If you live in another country, the answer is "Yes", we can ship any item over to you if we have it in stock in either our Rockingham (WA) or Oregon (USA) warehouses. E-mail us first with your enquiry and also your exact shipping address that you would like the item sent to. Then we can get you an acurate shipping cost prior to you making your final purchase. It is important that you talk with us first, then we can send you a PayPal INVOICE as our website will not allow international orders to go through the 'on-line' system if they are outside of Australia - we do this manually ourselves. The reason for this is simple....better on-line security for our customers.
In today's world, for better or worse, security issues are at the forefront of our thoughts.
GeoTrust QuickSSL is just one solution from GeoTrust that should give online consumers and businesses peace of mind.
Sites secured by GeoTrust SSL certificates are providing up to 256 bit encryption thereby offering the highest level of encryption and security possible.
This means you can rest assured that communications between your browser and this site's web servers are private and secure.