Flinders Discovery Double Swag Replacement Alloy Pole Kit

OZtrail SHIPPING POLICY - FREQUENTLY ASKED QUESTIONS 

 
What are shipping costs?
Shipping is calculated at check out. Shipping costs vary by the size of your
product typically set out by the weight of the product. 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 from our Hamilton location within 2 -
3 business days during business hours (Monday – Friday, 8am – 1pm).

*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) Post Haste, Mainfreight and other NZ based couriers, 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 New Zealand. 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 Hamilton, transit times will vary
depending on its destination and the method of shipment. However, most orders
will generally be delivered within 2 and 7 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.


North Island: 3 to 5 Business Days

South Island : 5 to 7 Business Days

Rural Address : 5 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.


Can the order be delivered to a PO Box or parcel locker?
We are unable to ship orders to a PO Boxes.

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 New Zealand?
We currently do not ship internationally. 

 
Do you offer a click and collect service?
No, we do not offer this service.

 
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 email us on nzorders@adventureoperations.com

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. 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.