SHIPPING
Escaping Outdoors can ship your order to most addresses throughout Australia, although there mat be restrictions applied to some heavy and bulky items. Shipping is calculated automatically during the checkout process. For orders with multiple product quantities please call us to give us the opportunity to provide you with a cheaper shipping rate. We reserve the right to alter the calculated shipping charges for large, heavy or bulky items or for customers located in remote parts of Australia. See below for more details.
Large, Bulky and Heavy Orders:
For bulky orders or orders with multiple products, give us a call and we will give you the best rate available at that time.
Deliveries for large and bulky orders, together with orders to more remote parts of Australia may be subject to additional freight charges. Although we try to absorb these additional costs, there are circumstances where the cost cannot be absorbed. If this occurs we will phone you for the payment of the additional fee or give you the opportunity to cancel the order and receive a full refund if you choose not to proceed with the order.
Order tracking:
Your order will be sent with a tracking number which will be emailed to you when your order is dispatched. If there is an additional fee required to dispatch your order, you will be contacted to either pay the additional fee, or given the opportunity to cancel the order for a full refund if you choose not to proceed with the order.
Remote locations:
Deliveries to non-metropolitan locations within Australia may be subject to additional freight charges. If there is an additional fee required to dispatch your order, you will be contacted to either pay the additional fee, or given the opportunity to cancel the order for a full refund if you choose not to proceed with the order.
Couriers we use
Escaping Outdoors use Australia Post, Direct Freight, Fastway Couriers, Transdirect, Couriers Please and TNT choosing the best courier for your area. The courier is also determined by the weight and size of the order. EG: Australia Post will not carry postage articles over 22kg.
When your order is processed you will be sent an email with a tracking number and the courier company chosen so you can track your order. Your order will require a signature on collection unless you request otherwise. This provides added protection for your order.
Express Post Options:
During the checkout process if your product is able to be shipped express post, the option to pay a further $15 can be seen in the shipping tab and can be ticked to apply the express post option. Express post is not available for multiple items during the checkout process. If you have multiple items and require expedited shipping, please contact us for any additional costs.
Dispatch and delivery:
Escaping Outdoors products are shipped within 24 hours of receiving your cleared funds with an expected delivery to you after leaving our warehouse of 2-7 business days. We use Australia Post or the courier that best services your area. Please ensure your address is correct or there may be a delay or extra charge for resending your goods.
***Delivery lead times may vary during peak periods or if affected by abnormal weather or other conditions such as COVID 19, floods or fires.
If you have any queries about delivery times contact us by email or phone 0412 150 120.
Urgent orders:
A large number of our lighter products have can be shipped with Australia Post Express Post. (Please refer to express post options above). If your order is urgent and does not have the express post option in the cart, please phone to organise expedited shipping. Extra charges may apply.
Defective or damaged items:
We work hard to ensure all items we sell are defect-free, but sometimes a mistake will slip by. If you receive a defective item, please let us know and we’ll arrange for a replacement at no cost to you. If your goods are damaged during shipment please contact us so we can remedy the problem.
Escaping Outdoors will not be liable for goods which have not been stored or used in a proper manner.
Undeliverable or refused shipments:
If the address you provided in your order is undeliverable or incorrect, you will be responsible for the cost of shipping to the revised address. We will contact you to obtain a correct address and approval for the additional shipping charge. If you choose not to have the order delivered again, we will refund your purchase price, less a 15% restocking fee and our shipping cost.
PAYMENT
Escaping Outdoors accepts Credit and Debit Cards, Direct Bank Deposit or Paypal as payment for goods. You will be given an option to select the method of payment at Checkout.
We use Eway as our credit card facility and on your statement it will show as Escaping Outdoors Australia Pty Ltd.
Our shopping cart software will automatically generate a confirmation email with your order details - if you do not receive this email within 24 hours of placing your order please contact us.
RETURNS
- Contact us via email with the product you need to return with a reason for the return.
- Please include your name, the order number and the shipment date, your phone number. We will respond to you with instructions on how to return the item to us.
- Products can be returned for a refund within 7 days of delivery. Note all returns are subject to a 15% restocking and administration fee.
- Goods must be returned in new, unused condition and in the original packaging.
- Return chages shall be met by the purchaser.
- All returned goods will be inspected and refunds or credit for exchange processed within 7 days. Original shipping fees incurred by Escaping Outdoors are not refundable, unless the return is due to our error.
- Refunds will be credited to you credit card, Paypal account, bank account etc, depending on your original purchase payment method.
Items which cannot be returned:
- Custom order items
- Specials, Sale and Clearance items
- Any items which have been damaged due to improper installation or operation
- Marine electronics including radios, chart plotters, compasses, transducers etc, are non returnable unless a manufacturing defect exists. Manufacturing defects will be deemed by our technicians.
- Any order which have been customised at the customers request cannot be returned. This includes cut lengths of pipe, tubing, rope and chains, etc.
The item arrived damaged or missing parts:
All orders leave our warehouse in brand new undamaged condition. If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and send you a postal slip so you do not pay for the return freight.
All claims for damaged items must be made to the supplier in writing within 7 business days of receiving your order. It is important that you notify us immediately if there is any damage.
Please take photographs of any damage and send them to us via email before sending the item back, as we need to report damage to our insurer, delivery company and warehouse.
The item is faulty:
Should your product be faulty, please contact us so we can guide you through the correct process for having the fault rectified under the manufacturer warranty.
Depending on the manufacturer’s warranty terms and requirements, we will either repair or replace it for you (or if stocks are exhausted, refund you). We will evaluate the situation and make it right.
PRIVACY NOTICE
The protection and privacy of your personal information that you supply is important to us. We comply fully with the Australian Privacy Principles (2014).
We may ask for your personal information through our website or when we are communicating by phone or email. We collect your personal information to enable us to:
- Conduct our business, for example, post your purchase.
- Maintain our warranty records
- Send occasional notifications when we have a sale.
We hate spam too. So we put your details under lock and key, and we do not share them with any third parties, in any way, unless we are required to by law or regulation. We take all reasonable steps to protect your personal information from misuse, loss or unauthorised access.
Do not want any more emails from us? You can opt out at any time. Simply log into our website and select "My Account", then "Unsubscribe from newsletters".
DISPUTES
If you have an issue give us a call and together we will be able to sort things out.
WARRANTIES
"Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."
