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FAQs

Orders | Payments & Shipping  | Warranty & Returns  | Security & Privacy

ORDERS

 
Q1 Is my information kept secure when i order online through your website.
 
"Yes" Our site is secured with SSL (Secure Socket Layer) technology so that as soon as a product is added to your basket it securely encrypts all of your data. Even before you begin to enter any personal information you are secured.
 
On top of our SSL technology our PayPal and EWAY banking payment gateways are also secured by their own SSL so your online shopping experience is completely secure and you can rest assured that any information you provide will be kept secure and safe at all times whilst shopping with us.
 
Q2 What if I don't want to purchase products online.
 
Simply download an order form from our site to complete your order, please be sure when ordering products from within our store to always refer to our current price list and model product numbers, orders can be faxed through on (07) 4151 7518, or emailed to us 24 hours a day 7 days a week.
 
Alternately If you wish to speak to a real person our customer service consultants are more than happy to take your call on (07) 4151 3033 and can provide a quote which includes shipping or assist you over the telephone to complete your order.
 
All orders are processed during normal office hours. Our office hours are 9:00am to 5:00pm Monday - Friday and 9:00am to 2:00pm Saturdays, closed Sundays. For further payment options refer to FAQ (PAYMENTS & SHIPPING).

Q3 What if I don't want to pay for my order online?

Once your order has been processed through our check out, you can choose to print an order form. You can post, fax or email it to us for processing. We accept external credit card, cheque or money order payments, our bank details are also listed on the print order form for direct transfers into our bank account.

You can also find our bank details in the FAQ (PAYMENTS & SHIPPING) or by Click Here. We can also process secure over the phone credit card payments via an automated service provided by eWAY on (02) 9045 9210 or freecall 1800 021 548.

For further information and instructions on this simple process Click Here. Or If you wish to speak to a real person our customer service consultants are more than happy to take your call on (07) 4151 3033.

Q4 How will I know if my order has been confirmed?

Once your order has been placed you will receive an email confirming your order, it will include your delivery details and goods ordered. You will also receive a second email once your payment has been processed. For your records it is recommended that you print out and retain a copy of your order for future reference.

Q5 What if I don't receive an order confirmation?

If you do not receive an email notification of your order please check your junk folder. If it is not there please contact our customer service consultants during normal office hours or alternately contact us via email link.  

Q6 Is there any limit to the quantity of goods I can order?

“NO” There are no limitations or restrictions as to the quantities of goods you may order. Please be aware due to the volume of some customers orders, manufacturing suppliers delays, holiday periods, and transportation delays or strikes. some stock may be temporarily unavailable at the time of your order.

Q7 Can I place an order if any products are currently shown to be out of stock?

“YES” certainly our store is always set in purchase mode with all out of stock indicators set to on - this is done for three reasons.

To allow you to fulfill and complete your order regardless of our stock levels.

To make you aware during ordering that all out of stock chosen products are currently on back order and are awaiting delivery to our store for stocking. 

To make you also aware that there may be some delivery delays on awaiting back orders usually 6-10 days depending on our current order status from our suppliers.

Q8 What happens if some of my goods ordered are not in stock?

All goods are subject to availability stock items that are not in stock at the time of your order will be back ordered unless otherwise requested, however we will notify you if at any time we are unable to fulfil your order. 

Q9 How long will my order take to arrive?

Generally all in stock orders ship within 24-48 hours of placing an order items not in stock generally take from 6-10 business days to ship, in the event of any awaiting back orders you will be given the option to ship your current order or await any back orders before your order is shipped you also have the option of a full refund to the value of your purchase price including freight charges if applied. "NOTE" combined shipping will only incur one shipping charge.

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PAYMENTS & SHIPPING                                                                                                                         

Q1 What if a price is wrong or there is an error on your site?

In the case of a typographical error on our site or price list, we reserve the right to correct it. All goods are subject to availability and prices are subject to change without notice, we also reserve the right not to sell below cost.

Q2 Do you ship outside of Australia?

“NO” Sorry all sales are currently limited within Australia only.

Q3 Can I pick my order up?

“CERTAINLY” Our store location is Shop 3B, 107 Takalvan Street, Bundaberg, Qld 4670 (Next Door To Repco). All shipping costs are determined upon checkout therefore if you wish to pick up your order in store it is best to select print order form and pay in store to eliminate the need for us to refund your freight. Our store opening hours are 9:00am - 5:00pm Monday - Friday and 9:00am - 2:00pm Saturdays, closed Sundays.

Q4 How much will my shipping cost be?

All freight charges are automatically calculated at checkout added to the total cost of purchased goods invoiced to you the (buyer). The cost is determined by the size and weight of your parcel, the postage destination and the method of postage chosen.

Q5 Do you accept COD?

"NO" Sorry all goods are subject to payment before leaving our warehouse.

Q6 Should I select registered post during the checkout process?

Australia Post no longer offer registered postal services however we do recommend selecting the signature on delivery option when checking out for peace of mind. If you require insurance on your package please contact us for a quote as there is no insurance coverage provided with Australia Post parcels.

We offer insurance coverage using TNT road courier services so you can have peace of mind that your goods will be delivered. Please note that courier selection cannot be delivered to a PO Boxs and authority to leave if provided at checkout voids the signature on delivery option and the parcel will be left at the delivery location at your own risk.

Q7 What if I don't select signature on delivery or road freight and my parcel is lost?

If your parcel is lost during transit and you have not selected signature on delivery or courier post services we cannot guarantee the recovery of your package.

Whilst every effort is provided by Extreme Gear to lodge an investigation with the chosen transport carrier and provide all required documentation, they may not take responsibility for goods not delivered without a signature obtained or for parcels left with authority to leave from the customer.

Q8 What payment options do you accept?

 We accept secure online PayPal and eWay credit card payments, bank deposit (see below for details), cheque and money order payment by mail. 

We can also process secure over the phone credit card payments via an automated service provided by eWAY on (02) 9045 9210 or freecall 1800 021 548. For further information and instructions on this simple process Click Here. If you wish to speak to a real person our customer service consultants are more than happy to take your call on (07) 4151 3033.

All funds are subject to clearance before goods are sent. Please also be aware a 3% surcharge may be applicable at time of payment for all print order forms or telephone / fax orders with credit card payment option selected.

Q9 Where can I send my payment to?

All bank deposit payments can be made to our nominated bank account. Cheque and money orders can be posted to Extreme Gear, PO Box 5802 West Bundaberg, Qld 4670. All payments will be processed during normal office hours.

Australian Bank Transfer                                               

Bank: ANZ
BSB : 014 522
A/c  : 267 730 942
Account name: 
Trevach Pty Ltd ATF TJB Family Trust
Reference: You're Order ID

eWay Secure IVR Phone Credit Card ePayment 

To make a payment over the phone via eWay's automated secure phone service please follow the below instructions: 

1) Add your items to the basket and go through the checkout process. Once you arrive at the payment options page select print order form and print a copy of your order for your records.

2) Call (02) 9045 9210 or 1800 021 548 

3) Enter Biller ID:  247502 

4) Enter Reference Number: Your Order ID 

5) Enter the amount: $XX.XX 

6) Enter your credit card details

7) We will receive a receipt from eway in relation to your payment and will process your order in a timely manner. If we have any queries or delays we will immediately contact you via email or telephone according to the details you supplied during checkout.  

Q10 Can I have my order shipped to my PO Box?

“YES” Certainly we understand that not everyone can be home to receive delivery of their parcel, that’s why we offer this service, however the service is only available for australia post services.

In the case of sale of restricted items we recommend selecting signature on delivery post services for all parcels to ensure 100% delivery confirmation occurs. This ensures the intended recipient receives their parcel and the goods do not end up in the hands of any other person (s) that may or may not have criminal intent for the use of such goods.      

Q11 How will my order be despatched?

We offer prompt Australia wide shipping to ensure you receive your goods in a timely manner. All customer orders despatched travel via Australia post standard or express postage services, signature on delivery can be added.

There is no insurance coverage provided on Australia post parcels. 

Q12 How long will my order take to arrive?

Generally postage via Australia Post standard, signature on delivery and road courier services will usually take between 1 to 10 days for delivery once despatched depending on your location.

Express services are usually delivered the next business day however may take longer depending upon your location.

Q13 Do I have to be home to sign for delivery of my goods?

This depends upon your chosen method of delivery upon checkout parcels travelling via standard or express postage services will be left in your letterbox at your own risk.

We recommend selecting signature on delivery or courier services as Extreme Gear cannot be held responsible for any such losses that may result from any uninsured goods or any parcel deliveries that may include any wrongful signatories.

Please note that if the courier satchel service is not available in your delivery location or if authority to leave your parcel at the delivery location has been provided this negates the requirement for signature on delivery and packages will be left at the delivery location at your own risk.

Q14 What should I do when my order arrives?

“NOTE” Always check your receivers docket before the signing off of any goods. If the parcel is damaged or opened upon arrival “Do Not” accept or open it. All claims for missing or damaged goods must be filed with the respective chosen carrier or transport authority concerned.   

Q15 What if my order does not arrive?

Please contact our store during normal office hours or alternately contact us via our email link and we will do everything within our power to assist you in tracking down your order.

Please have your order number handy for identification and tracking purposes when you call. Please refer to full Terms & Conditions (SHIPPING) for more information.

All claims for lost or missing goods must be filed with the respective chosen carrier or transport authority concerned.

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WARRANTY & RETURNS

Q1 Are all your products covered under warranty?

All products sold in our store are covered under individual manufactures warranty against faulty workmanship and defects. Please contact our store during normal business hours for available warranty periods on items sold within our store.

"NOTE" All return items are subject to assessment by Extreme Gear. If at any time such goods are found to have faulty workmanship or defects Extreme Gear will process the warranty claim on your behalf.

Q2 Do you have a quality control system in place?

“YES” All products that leave our warehouse have been checked before they are dispatched for any visible defects or faults to ensure quality control and complete customer satisfaction is achieved, however in the case of some flashlights we are unable to check the operation of such items due to battery requirements.
   
Q3 How do I make a warranty claim?

Contact our store to request an RAN return authorization number. Simply download and complete a product return form and attach a copy of your original invoice with your returned goods.

No goods will be accepted for warranty without these items unless by prior arrangement with Extreme Gear customer service centre. All goods must be returned via prepaid registered or express postal services at the expense of the customer.

All products returned under warranty are subject to assessment and if found to be in working order may be subject to a servicing fee of $20.00 at the discretion of Extreme Gear. All customers will be notified as to the outcome of their individual claim before any further action is undertaken on our behalf.

Extreme Gear are unable to reimburse for any shipping costs. Any goods that require re-shipping will also incur a re-shipping cost. The re-shipping fee may vary due to size and weight of items being re-sent. All warranties do not cover the abuse, misuse, alteration, unauthorised or unreasonable use, accessories, imprinting, colour finishes and the sharpening of tools.

Q4 I have returned my goods for warranty what will be the outcome of my claim & what are my rights?

All warranty claims are subject to assessment by Extreme Gear and if found to have faulty workmanship or defects will be repaired, replaced or credited (with the same dollar value & model).

Misused or improperly cared for goods will not be accepted thus voiding warranty. All customers will be notified as to the outcome of their individual claim before any further action is undertaken on our behalf. Extreme Gear is unable to reimburse for any shipping costs.

All warranties do not cover the abuse, misuse, alteration, unauthorised or unreasonable use, accessories, imprinting, colour finishes and the sharpening of tools.

You are also entitled to return your goods and ask for a (refund exchange or repair) if the goods you purchased:

  • fails to meet the specification advertised for them or is not the same as the description provided by the salesperson or Advertisement.
  • Have a fault that you could not have known about at the time of purchase.
  • Are not the same as the description provided by the salesperson or advertisement.
  • Do not match the sample you were shown at time of purchase and/or
  • Does not do the job as you were led to believe.

The above conditions Marked* are only valid (at time of purchase). All refunds are provided via the payment method which was originally received. You must also supply proof of purchase by way of invoice. Extreme Gear is unable to reimburse for any shipping costs.

Q5 Can I return my unwanted goods for credit?

“YES” certainly, 100% customer satisfaction is guaranteed. However all goods returned must be new, unused in original and undamaged packaging and are subject to assessment upon return to Extreme Gear.

All goods must be returned via prepaid registered or express postal services within a reasonable time period. We do not charge a restocking fee. All returns are to be accompanied with a copy of your original invoice, a completed product return form (downloadable above) and an RAN return authorization number which can be obtained by contacting our customer service centre during normal business hours.

Extreme Gear is unable to reimburse for any shipping costs incurred.

Remember: you can’t ask for a cash refund if you did not pay cash.

Q6 I want to return some unwanted goods what do I do next?

Contact our customer service centre to request an RAN return authorization number during normal business hours. Download and complete a product return form downloadable above. 

No goods will be accepted for credit without these items unless by prior arrangement with Extreme Gear. All goods must be new, unused, in original and undamaged packaging.

All goods are to be returned via prepaid registered or express postal services at the expense of the customer. We do not charge a restocking fee. Extreme Gear are unable to reimburse for any shipping costs.

Q7 What if I order the wrong size products, Can I return them?

“YES” certainly, 100% customer satisfaction is guaranteed. However all goods returned must be new, unused in original and undamaged packaging and are subject to assessment upon return to Extreme Gear.

All goods must be returned via prepaid registered or express postal services within a reasonable time period. We do not charge a restocking fee. All returns are to be accompanied with a copy of your original invoice, a completed product return form and an RAN return authorization number which can be obtained by contacting our customer service centre during normal business hours.

Extreme Gear are unable to reimburse for any shipping costs incurred. Any goods that require re-shipping will also incur a re-shipping cost. The re-shipping fee may vary due to size and weight of items being re-sent. All returns do not cover the abuse, misuse, alteration, unauthorised or unreasonable use, accessories, imprinting, colour finishes etc.

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.SECURITY & PRIVACY

Q1 Are my credit card details secure when making purchases online?

“YES” Your credit card details are 100% secure to prevent unauthorized access. To maintain data accuracy and ensure the correct use of information.

We have put in place appropriate physical, electronic and managerial procedures to safeguard and secure the information we collect online. Extreme Gear uses only industry standards (SSL) secure socket layer security software that encrypts all your sensitive information.

We use encryption when collecting or transferring any sensitive data online. This ensures you have a safe and pleasant shopping experience whilst visiting our site.

Q2 Do you collect my credit card information?

“NO” At no time do we collect your credit card information. All online credit card transactions are stored in an encrypted format until such time your order has been processed this information is then deleted from the system automatically upon completion of your purchase.

The only exception of this is when you the customer requests that we store your credit card details in our eWAY encrypted and secure portal so that you do not have to enter your details in each time you make purchases on our website.

This can only be done with your consent and over the telephone with a customer service consultant. Extreme gear do not have access to this information once entered and do not store any of this information in their system.       

Q3 What information do you collect on your site?

Information is collected on the Extreme Gear website when it is entered in by you the customer to make online purchases from our website at the time of registration.at the time of checkout.

This sensitive information collected allows us to process your orders and requests in a more efficient and timely manner. All information entered and stored by you is done so in an encrpted database and under the protection of our SSL.

Extreme Gear understands the importance of personal information therefore adhere to a strong code of ethics with the strictest of confidentiality at all times. Any personal information collected on our site is stored in accordance with the privacy act and will only be used for its intended use.

During your visit to our store we may from time to time collect the following information but not limited to.

 

  • NAME
  • ADDRESS
  • PHONE NUMBER
  • EMAIL ADDRESS

Q4 Is my personal information kept secure? What is your guarantee?

We are not in the business of selling your personal information to anyone, Your information will not be passed on to any third parties and is stored in an encrypted database behind our SSL.        

Q5 What if I don't want to purchase products online?

Simply download an order form from our site to complete your order, please be sure when ordering products from within our store to always refer to our current price list and model product numbers, orders can be faxed through on (07) 4151 7518, or emailed to us 24 hours a day 7 days a week.

Alternately If you wish to speak to a real person our customer service consultants are more than happy to take your call on (07) 4151 3033 and can provide a quote which includes shipping or assist you over the telephone to complete your order.

All orders are processed during normal office hours. Our office hours are 9:00am to 5:00pm Monday - Friday and 9:00am to 2:00pm Saturdays. For further payment options refer to FAQ (PAYMENTS & SHIPPING)

All purchases from Extreme Gear will be deemed as acceptance of the above conditions. 

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WARRANTY & RETURNS

For all Warranty & Repairs regarding the following purchases made through Extreme Gear please contact the below authorised service agents.

Repair Information 

To obtain direct warranty service you must return your item(s) to a local authorised service centre, you will be responsible for all shipping costs to and from the authorised service centre. When returning your item(s) be sure to use an insured shipping method as the authorised service centre can't be held responsible for item(s) that don't reach their destination.

It is also advised to contact the authorised service centre before sending any item(s) to discuss the validation of your claim. As warranty does not cover the abuse alteration, unauthorised or unreasonable use, accessories, imprinting, colour finishes and the sharpening of tools.

When sending item(s) please write legibly and include the following information:

 

  • Your Name
  • Phone Number(s)
  • Return Address
  • A full description of the problem(s) / fault(s)

Maglite Authorised Warranty Service Centre

Australia

Repair Centres:
Sheldon & Hammond - Australia
24 Salisbury Road
Asquith, New South Wales 2077
Australia
Telephone: 61 02 9482 6666
Fax: 61 02 9477 3470

Register your Maglite flashlight at: 
http://maglite.com/register.asp

Please do not ship accessories or batteries with your return item(s)
Be sure to also record any available serial numbers on item(s) before shipping.

Leatherman & Led Lenser Authorised Warranty Service Centre

Australia

Repair Centres:
Zen Imports Pty Ltd - Australia
Unit 8/7 Rhodes Street
West Ryde, New South Wales 2114
Australia
Telephone: 61 02 8878 3600
Fax: 61 02 8878 3622

www.zenimports.com.au 

Please do not ship accessories or batteries with your return item(s). Be sure to also record any available serial numbers on item(s) before shipping

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