Support

Pricing Policy

Trek & Travel aims to stock the very best selection of outdoor goods at the best price we can. 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 necessary.

Due to security issues, we regret that we are unable to accept international credit cards in our store or on our website. Credit cards used must be accompanied by an Australian billing address. Any international credit card used online will not be charged and if we cannot get alternative payment details the order will have to be cancelled.

Shipping Information

We offer free shipping within Australia for purchases totaling over $100. For orders under $100 shipping & handling incurs a flat rate fee of $15. Express postage, offered at checkout, is $10 extra.

Your purchases will be sent via Australia Post using eParcel. Please allow a maximum of 7-10 working days for delivery to metropolitan areas. (Subject to availability).

We do not currently ship internationally.

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

Returns & Exchanges

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 our policy: 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 so please choose carefully.

Online Purchases

For peace of mind we offer free, once-only, return postage on online sales via eParcel. You need to contact us within 14 days of receiving your order, and if the problem cannot be fixed over the phone we will email you a pre-paid post label or for subsequent returns suggest the safest and cheapest way to send items back. Please package the item in a similar manner to how you received it, and include a copy of the receipt. The customer is responsible for any damage that occurs due to poor packaging. Upon receiving the returned goods in an 'as new' condition, including any original packaging, Trek & Travel will issue the Exchange or Refund.

For subsequent returns send the package via courier or registered post. Also, we do not offer free return postage on sale items. We also recommend taking out insurance as the customer assumes all risk of returning the goods to Trek & Travel.

Gift Vouchers

Trek & Travel gift vouchers are valid 12 months from date of purchase. Promotional vouchers issued as prizes are valid 6 months from date of issue. They are not considered transferable, so if misplaced they will not be reissued, and are not redeemable for cash.

Laybys

We are happy to accept laybys at Trek & Travel. By paying a deposit, you enter into a layby agreement with Trek & Travel with the following terms & conditions:

We require an initial deposit equal to 10% of the total cost of the goods or greater. This will serve as your first layby payment.

Your layby must be paid off within three (3) months of the initial deposit. You may take as many payments as you like withing this three month period, however you must make at least one (1) payment per month.

A $50 service fee will be charged if you cancel your layby. Anything you have paid on your layby account up to that point will be refunded, excepting the service fee.

By accepting a deposit on your chosen item, we agree to sell it to you at the price at which it is listed at that time. Your total cost will neither increase if the store price subsequently increases nor decrease if the item is subsequently listed on sale.

Privacy Policy

Use of your information
Trek & Travel will not sell or rent your personal information to third parties. This information will only be made available to Trek & Travel's parent company, Southern Cross Equipment Pty Ltd - ABN 24 001 041 489. We will only release account and other personal information if we believe release is appropriate to comply with law; facilitate court proceedings; enforce or apply our terms and conditions; or protect the rights, property, or safety of Trek & Travel, our users, or others.

Email
Trek & Travel will send customers emails throughout the purchasing process. In addition, Trek & Travel will send out promotional material, to its Newsletter subscribers, related to Trek & Travel such as special offers and events. In compliance with National Privacy Policy, all Trek & Travel promotional material sent has a means to have the addressee's name removed from the database. We do use email as a means of receiving feedback from our members, and we encourage you to email us with your questions or comments.

Updating Your Personal Information
Trek & Travel provides you with ways in which you can alter your personal data, including changing your email address, password, phone number, etc.

Credit Card Security
We work hard to protect the security of your personal information, including credit card information. Your credit card details do not get processed or transmitted through or via Trek & Travel's website; all transactions are processed through a secure payment service provider. Trek & Travel uses eWAY to provide this service. eWAY is one of Australia's largest third party payment gateway providers. All transaction sessions are stored and processed in encrypted strings. Your credit card details are not held by Trek & Travel and cannot be accessed by Trek & Travel staff. However, they may be held by eWAY (review their Privacy Policy).

Cookies
Cookies are small pieces of information that are stored in a browser-related file on your computer's hard drive when you use our web site. We use cookies to improve the user experience. Cookies are widely used on most major web sites. These cookies are not designed to identify personal information.

Other information we collect
We collect and use additional information to carry out internal research on our users' demographics, interests, and behaviour to better understand and serve you. This information may include the URL that you just came from (whether this URL is on our site or not), which URL you next go to (whether this URL is on our site or not), what browser you are using, and your IP address.

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