Frequently Asked Questions

Author: Adminstrator  

Operations
How do I add to the shopping cart?
How do I know my item has been added to the shopping cart?
How do I get to the checkout?
How do I edit my items?
How do I check the shipping cost on my items?
Order Status
How do I know my order has been received?
How do I track my order?
My order never arrived.
An item is missing from my shipment. 
When will my backorder arrive?
My Account
How do I create an account?
I forgot my password.

Shipping
How quickly will my order be shipped?
Do you ship to my country?
What are my payment choices?
When will my order ship and what are my shipping charges?

Guarantees
Warranties and Faulty Goods
• Low Price Guarantee
Price
Privacy Policy
Security

Refund and Returns Policy

Pricing and Billing
I have a question on my charges.
I need a copy of my receipt/invoice.
When will my credit card be charged?
Buyer's Guide
How do I find my product?
Additional Support
How do I contact you?

 


Price Match Promise

Found a product for a lower price?

We will not only match a competitors price but we'll beat it by 5% of the difference.

If you happen to find any product at a lower advertised price than ours, then please call:
02 9972 0061 or Email us at sales@hiking.com.au 
and we will beat any competitors price by 5% of the difference between our price and our competitors price.

Some conditions apply:

  • The product must be advertised on an Australian website, we do not price match with overseas.
  • The item must be in stock with the competitor and not available as a back order or special order.
  • The advertised product must have been sourced from an Australian distributor and not be a grey import.
  • It must be the same model, version, colour and size.
  • The item cannot be a clearance or sale item.
  • Price matches are inclusive of any freight charges. We do not charge freight for orders over $80 so make sure the price is lower than ours after the competitiors freight charges have been added.
  • All Low Price Guarentee transactions are at the discretion of Hiking.com.au
  • Hiking.com.au reserves the right to withdraw the Low Price Guarantee at any time.

Once the competitors price has been verified you will be supplied with a discount code to use at checkout. This code will be active for 24 hours.
Coupon codes not applied at checkout will not be able to be redeemed or refunded at a later date.


 

We will give you a Refund if you contact us to notify us you want a Refund within 7 days of receipt of goods. 
All goods must be in as new condition and have the receipt and item tags still intact. Please choose carefully as we do not normally give Refunds if you simply change your mind or make a wrong decision.

Note - All returned change of mind purchases or incorrect size purchases will incur a Postage cost debited from the purchaser depending on the cost of postage and handling.

Note - No refunds or returns on all special ordered items, NO EXCEPTION.



Many of our products come with a guarantee or warranty from the manufacturer. Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.

Your rights under the Australian Consumer law: 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.
Full details of your consumer rights may be found at www.consumerlaw.gov.au.
 
Where a failure does not amount to a major failure, we are entitled to choose between providing you with a repair, replacement or other suitable remedy.

Product Assessment
All products returned under warranty or repair issues will need to be assessed to determine the nature of the issue and how we can help you, be it a refund, repair or exchange.
In some situations a simple assessment in store will determine the nature of the assessment. For example, if the product was misdescribed or incorrectly labelled/listed.  In other situations, especially ones relating to warranty, the product may need to be assessed by the manufacturer or their agent. When we send your product to the manufacturer or their agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
In this situation the manufacturer will assess the product and determine whether:

 

  • There is a minor faultWhere there is a minor fault and the product can be easily repaired, this will be carried out and the product returned to you within a reasonable time frame.
  • There is a major fault If the assessment is that the product has experienced a major fault you may choose a refund, replacement, repair or store credit.
  • The product has been damaged through abnormal useUnfortunately we cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by ourselves, the manufacturer or their agent.

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Warranties and Faulty Goods:

At Hiking.com.au we strive to bring you the highest quality outdoor products available. If you wish to return goods which are believed to be damaged or faulty please contact us first to discuss your return.
All items will need to be returned to us for evaluation.
When we receive the item we will assess it for damage.
In some cases where a fault is not obvious the item will have to be returned to the supplier for examination.
In the event that a product is faulty we will where possible repair the item, if this is not possible a replacement will be arranged.
If the damage to the item is not a manufacturing fault but due to misuse, accidental damage or wear and tear we will contact you to see if you want the item returned to you or, if possible, repaired.
In this case the customer will be liable for all repair and return freight costs.


How do I add to the shopping cart?
You can add to the shopping cart basket directly from the products thumbnail page or from the detailed page of a product. Next to the main image of every product there is a box titled "add to cart", within this box there will be a button which you can click on to add this item to the basket.
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How do I know my item has been added to the shopping cart?
Once you have clicked on the "add to cart" button to place the item in your shopping cart basket, your page will refresh and the item will be added to your cart. You can then locate the shopping cart basket in either side columns of the online store or the link to "Edit Cart" in the top menu navigation bar. Your items will be listed in the basket, you can also edit them further from here.
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How do I get to the checkout?
First locate the shopping cart basket in either side columns of the online store or the link to "Checkout" in the top menu navigation bar. When the link to "Checkout" is clicked on, it will take you directly to the secure checkout for completion of the purchase.
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How do I edit my items?
First locate the shopping cart basket in either side columns of the online store or the link to "Edit Cart" in the top menu navigation bar.
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How do I check the shipping cost on my items?
First add the items to your cart you wish to find shipping costs for, then locate the shopping cart basket in one of the side columns of the online store. In this box you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. You can then decide whether to proceed and complete the purchase.
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How do I know my order has been received?
Once an order is received to the site owners administration, you will receive an order confirmation email to the address you entered during the sites secure checkout.
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How do I track my order? Has it been shipped?
You can check the status of your order by clicking into the "Order Tracking" section via the link on the top menu navigation bar.
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My order never arrived
Please contact the site owner via the "contact us" page if your order has not been received within the time originally stated in the checkout or what you deem to be reasonable.
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An item is missing from my shipment.
Please contact the site owner via the "contact us" page if your order is incomplete or incorrect.
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When will my backorder arrive?
Your item will be received within the time frame recommended on the product page of the item when it was purchased. If the item is later than expected, please contact the site owner via the "contact us" page.
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How do I create an account?
In the side column of the online store you will see a members box. In this box you can click on the link to go to the secure log in or account creation page. Once you have created the account, you can use this for future purchases where the items you place in your basket will be remembered even if you leave this online store and come back later.
If you are a member with a discount for all purchases, you will need to log in first to ensure the discount is applied to your purchase.
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I forgot my password.
On the edit page of your account, found via the "Members" box, there is a link called "Forgotten your password? Click here." This is where you can have your password emailed directly emailed to you.
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How quickly will my order be shipped?
All orders will be shipped within' two business days. Whilst we endevour to keep our stock levels up to date some items may be temporarily unavailable, in this event you will be contacted and be given the choice to exchange, place on backorder or refund your purchase.
Orders in bulk and items marked "special order" may experience delays in shipping times. Please contact us for enquiries on availabilty and shipping times.
Please be aware that during the Christmas holiday period you may experience some delivery delays. To ensure that you receive your gear before Christmas Day please purchase as early as possible.

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Do you ship to my country?
To find out if we ship to your country, first fill your shopping basket and locate the shopping cart basket on the side column of this site. Within this shopping basket there is a link called "calculate shipping". Once you click on this link there is a drop down list of countries to choose from, if your country is listed then our online store will ship to you.
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What are my payment choices?
Payment options will be listed on the third page of the secure checkout. At the base of the page there will be a drop down list to choose your preferred method.
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When will my order ship and what are my shipping charges?
First add the items to your cart you wish to find shipping costs for, then locate the shopping basket in one of the side columns of the online store. In this box you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. Each of these shipping options will have a recommended time frame for delivery displayed. You can then decide whether to proceed and complete the purchase.
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Price
All prices shopping cart are guaranteed to be fair and accurate in our industry market, they will not alter from the time of your purchase to the time you are charged.
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Privacy Policy
We will not sell, share, or rent this information to others. This site collects information from our users at several different points on our website.
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Security
This shopping cart has 128bit Secure Socket Layer protection, the highest level protection for internet sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your internet browser.
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I have a question on my charges.
Please contact the site owner via the "contact us" page if you have any questions regarding your order.
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In need a copy of my Invoice/Receipt
If your invoice receipt has not been received, please contact the site owner via the "contact us" page to have one sent directly to you.

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When will my credit card be charged?
Your credit card is charged immediately on purchase, if your card can not be charged, the goods you ordered will not be sent.
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How do I find my product?
There are three ways to find the item you are looking for. 1) Browse through the stores categories. 2) Use the search tool to find the item through keywords. 3) Browse by brand.
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How do I contact you?
You can contact the owners of this shopping cart via the "contact us" page located in the storefront.
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