Customer Service

    • Shipping

       

      Our shipping details are as follows:

      Free shipping within Australia for purchases totalling over $100.
      For all other purchases we charge a flat rate of $15.

      Your purchases will be sent via Australia Post using Parcel Post. 

      Please allow a maximum of 7-10 working days for delivery to metropolitan areas. (Subject to availablity).

       

      Should you wish your order to be upgraded to Express Post, please navigate to the Postage tab under the Specials section in the left-hand column and choose Express as an item to add to your shopping cart. Express Post costs an extra $10 and Australia Post guarantees next day delivery within their Express Post delivery network.

      We are not currently shipping internationally.

      If you have any further enquiries or special requests, please contact us by emailing or by phoning 02 9261 3435.

    • Pricing Policy & Returns

       

      Pricing policy

       

      Trek & Travel aims to bring the very best selection of technical outdoor goods to our customers at the best price possible. Pricing shown is subject to change without notice. In accordance with the Trade Practices Act 1974 we reserve the right to withdraw items from sale, providing a full refund to our customers if neccessary.

      Due to security issues, we regret that we are unable to accept international credit cards in our store. Credit cards used must be accompanied by an Australian billing address. Any international credit cards used will be automatically refunded, and the orders cancelled.

       

      Exchanges & Refunds


      Refunds and Exchanges are permitted within 14 days only with presentation of a valid receipt. Returned goods must be in an 'as new' condition including any original packaging.

      We do not offer refunds for change of mind on sale items. Please choose carefully.

      Personal Protection Equipment (PPE). Due to the critical nature of this equipment we do not accept refunds or exchanges for change of mind reasons. These items include but are not limited to harnesses, ropes, slings, karabiners and helmets. If you are uncertain then please ask.

       

      Returns for online customers


      At Trek & Travel we sell the very best brands and we want you to be happy with your purchase. If your new purchase does not fit, you don't like the colour, or your partner has put their foot down, you are welcome to send it back for an exchange or refund as long as the item complies with the policy stated in the Exchange and Refund section.

      It is very important to follow the steps below:

       

      1. Call or email Trek & Travel. You need to contact us within 14 days from receiving the goods. Have your invoice handy just in case we need more details. Many problems can be fixed over the phone, at which point we can also suggest the safest and cheapest way to send items back.
      2. If the product is required to be returned, package it up in a similar manner to how you received it. Include a copy of the receipt. The customer is responsible for any damage that occurs due to poor packaging.
      3. Send the package via courier or registered post. We also recommend taking out insurance as the customer assumes all risk of returning the goods to Trek & Travel.
      4. Upon receiving the returned goods in an 'as new' condition, including any original packaging, Trek & Travel will issue the Exchange or Refund. All shipping costs, and risk arising from goods sent by the customer to Trek & Travel are incurred by the customer. All shipping costs, and risks for goods sent from Trek & Travel to the original customer address, are incurred by Trek & Travel.
    • Gift Vouchers


      Trek & Travel gift vouchers are valid strictly 12 months from date of purchase. They are considered transferable, so if misplaced they will not be reissued. Trek & Travel gift vouchers are not redeemable for cash. If you have received a gift voucher and wish to purchase through our web site, we require you to send the valid voucher to our stores for verification. We use and recommend registered post.
       

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