At OZtrail Shop, we’re passionate about helping outdoor enthusiasts gear up for their next adventure. Whether you’re pitching a tent under the stars or gearing up for a multi-day hike, we want your shopping experience to be as smooth as your outdoor adventures should be.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and public holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options & Delivery Times

We offer two shipping methods to get your gear to you:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Cost: $12.95 AUD
    • Delivery Time: 10-15 business days after dispatch
  • Free Shipping:
    • Available for orders over $50 AUD
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch

Please Note: We ship worldwide except to some Asian countries and remote locations. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We stand behind the quality of our outdoor gear. If you’re not completely satisfied with your purchase, we offer a straightforward returns process.

Return Policy Overview

  • Return window: 15 days from receipt of order
  • Items must be unused, in original packaging with all tags and accessories
  • Valid proof of purchase required

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Used sleeping bags and mats (from Sleeping Bags and Mats & Swags categories)
  • Opened hydration products (from Hydration category)
  • Personalized or custom-made items (from Other category)

How to Return an Item

Step 1: Contact Us
Email our customer service team at [email protected] within 15 days of receiving your order. Use our return request template below to ensure we have all necessary information.

Step 2: Wait for Approval
Our team will review your request and send you a Return Merchandise Authorization (RMA) number and instructions within 2 business days.

Step 3: Package Your Item
Securely pack the item in its original packaging with all tags attached. Include a copy of your order confirmation or receipt.

Step 4: Ship Your Return
Send the package to our returns center at:
OZtrail Shop Returns
32 Hummocky Road
STUN, AU 5223

Important: Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong item sent or defective product).

Step 5: Processing
Once received, we’ll inspect your item and process your refund or exchange within 5 business days.

Return Request Email Template

Subject: Return Request – Order #[Your Order Number]

Dear OZtrail Shop Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Product Name: [Product Name]
  • Reason for Return: [Reason – e.g., Wrong Size, Damaged Item, Change of Mind]
  • Preferred Resolution: [Refund/Exchange for [Product Name]]
  • Attached: Photos of the item (if applicable)

Please advise on the next steps.

Best regards,
[Your Full Name]
[Your Contact Number]

Refund Information

Once your return is approved and processed:

  • Timing: Refunds are processed within 3-5 business days after we receive your return. Depending on your payment method:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
    • PayPal: 3-5 business days
  • Amount: You’ll receive a refund for the purchase price minus any original shipping costs (unless the return is due to our error).
  • Method: Refunds are issued to the original payment method used for purchase.

Exchanges

For exchanges:

  • Follow the same process as returns
  • Clearly state the item you wish to exchange for in your request
  • We’ll ship the replacement item once we receive your return
  • You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and cover return shipping costs

Adventure with Confidence

At OZtrail Shop, we’re outdoor enthusiasts just like you. We understand the importance of reliable gear for your camping trips and hiking adventures. Our shipping and returns policies are designed to ensure you get exactly what you need for your next outdoor experience.

For any questions about shipping, returns or exchanges, don’t hesitate to contact our friendly customer service team during business hours (Mon-Fri, 9am-5pm AEST).