OZtrail Leisure Products - Seller Information


About Us - OZtrail Leisure Products

The philosophy behind the OZtrail brand is simple, through providing quality products at fair prices Australian families can enjoy the outdoors like generations before them. Whether that is enjoying your retirement by travelling the country or world, or simply getting away with the kids for a weekend or school holiday break. We believe that all leisure time in the outdoors is time well spent.

Contact Us

Customer Queries: wwm@OZtrail.com.au

Support Questions: spares@OZtrail.com.au

Phone: (07) 3193 1110

Delivery Information

For big and bulky goods, shipping charges are calculated based on carton sizes and your location. You'll be able to view delivery costs by entering your postcode in the shopping options section of any product page, or viewing your cart summary during checkout. All orders are shipped to you from our Brisbane warehouse. Orders are generally shipped within 24 to 48 hours of receipt of your order.

Delivery Time Frames

Delivery time frames are estimations based on normal delivery patterns and workloads. Workloads and outside events can impact these guides. Delivery windows are normally Monday to Friday, 9:00am - 5:00pm, however, some regions may deliver outside of those times. Please do not allocate hours as the courier company cannot deliver within allocated time frames, or after certain times.

Our delivery times can vary based on your location. Please see below as a guide.

Destination State Estimated Delivery Time - Home Delivery
Queensland Metro Areas 1–3 business days
Queensland Regional Areas 3–5 business days
New South Wales Metro Areas 1–3 business days
New South Wales Regional Areas 1–5 business days
Australian Capital Territory (including Canberra) 1–3 business days
Victoria Metro Areas 2–3 business days
Victoria Regional Areas 3–5 business days
South Australia Metro Areas 3–5 business days
South Australia Regional Areas 5–7 business days
Tasmania Metro Areas 3–5 business days
Tasmania Regional Areas 5–7 business days
Northern Territory Metro Areas 5–7 business days
Northern Territory Regional Areas 7–10 business days
Western Australia Metro Areas 5–7 business days
Western Australia Regional Areas 7–10 business days

OZtrail will happily assist you with delivery enquiries. If you have not received your product 3 days after the above estimates, contact us on:

Customer Queries: wwm@OZtrail.com.au

Support Questions: spares@OZtrail.com.au

Phone: (07) 3193 1110

 

Door to Door Delivery & Blocks of Flats

Our delivery service may vary among carriers and drivers. Most carriers deliver to the curb side immediately adjacent to their vehicle, and as such regard delivery inside a premise as an extra service cost. It may be necessary for you to assist or move merchandise into your home, this is especially relevant if you live in a block of flats as carriers will only deliver to the ground floor entrance to the block. Due to Australian Occupational Health and Safety regulations deliveries above or below the ground floor are at the carrier's discretion and are not guaranteed. This includes (but not limited to) steps that are immediately outside the premises, which are required to climb in order to gain access to the property.

Be sure to include one or two phone numbers in case the carrier needs to notify you to arrange delivery. All deliveries are normally made Monday – Friday between 9am & 5pm. Our carriers are unable to give specific times for delivery.

Large Items (Over 25kg)

Due to Australian Occupational Health and Safety regulations someone must assist the driver with unloading the item if it is too heavy to be moved by one person. If no one is available to assist, a tail gate truck will be required to unload the item. The tail gate service may incur an additional charge. Please contact us via email or phone if this is required.

Warranty, Returns and Refunds

Refunds

Items lost in transit or damaged

Refund or replacement may only take place once an item is declared 'lost in transit'. In accordance with our courier's guidelines, items will be only be declared as 'lost in transit' if the item cannot be located 25 working days after dispatch.

You are responsible for counting the amount of cartons you receive and ensuring that this amount matches the amount on the carrier's delivery note. If this amount does not exactly match what you have received, you must note the number of cartons on the carrier's delivery note. Damage to packaging must be stated on the delivery note next to your signature. You must cross out "delivered in good condition" from the carrier's delivery note (if applicable). Shortages and damage to packaging must be reported within 48 hours of your receiving them for appropriate actions to be undertaken with the carrier. Outside of this window, there are limited resolutions that may be available.

If products are damaged from transit, we apologize for this and will require you to email through to our Technical Support team at spares@OZtrail.com.au with your order number, full name, address and photographs of the damage. Our Support team will assess and assist with repairs/parts replacement, and if the damages are not easily fixable, a replacement will be considered.

Availability at time of order

If for any reason we cannot immediately supply you with a product you have ordered, we will let you know over phone or email and provide you with options to amend, exchange, or cancel & refund.

 

Warranty

All OZtrail Products come with a manufacturer's warranty. Below is a excerpt of an OZtrail warranty statement for non-commercial products (your specific product may have individual warranty terms and lengths, check your individual product for its warranty):

OZtrail warrants all OZtrail branded products against defects of material or manufacture for a period of 1 year from the date of initial purchase, some individual products will be given longer manufacturer's warranty periods, check the individual product owner's manual or packaging if you are unsure of your particular product warranty. As well, some individual parts of products may have shorter, or longer periods, these will be noted on the packaging or owner's manual. OZtrail will repair or replace the product, at its discretion, should a warrantable defect arise within the warranty period. If the exact model is unavailable a model of equivalent nature will be substituted at our discretion. This warranty excludes faults and failures caused by improper use and abuse; fair wear and tear; acts of nature that are beyond the products specifications; or failure to follow instructions regarding usage, care or maintenance. Products used for a commercial nature are not covered by this warranty against defects.

A warranty may be claimed by returning the product to OZtrail Leisure Products, with a detailed proof-of-purchase clearly showing the date and detail of the purchase. You may also contact OZtrail Leisure Products, by phone: 07 3193 1110, or in writing: PO Box 1110, Eagle Farm, 4009, QLD, by email: warranty@oztrail.com.au. The benefits under OZtrail's warranty against defects are in addition to other rights and remedies under law in relation to goods.

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 for 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.

In any instance where there is a conflict between any warranty statement provided with the physical product and this web page, the warranty statement provided with the product shall prevail.

What is the process for resolving a warranty issue?

To resolve any warranty issues please contact OZtrail Leisure products directly via phone or email. The support team will work with you to co-ordinate returning the goods to our warehouse. Should the product not be deemed warrantable, shipping costs to return the product to you will likely be at your own cost.
Phone: 07 3193 1110
Email: warranty@oztrail.com.au

About the BIG W Third Party Sellers

At BIG W, we are working with a community of carefully-selected Third Party sellers to offer you a wider range of fantastic products, all in one place.

Over time, we will be adding new third party sellers to bring you lots more great brands, and thousands more additional choices.

How does it work

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