FAQ

General

Do you have a physical store?

Do you offer exchanges/returns for change of mind or wrong size?

What happened to 'Try 2 Sizes' and how does your 'Try 2 Anything' program work?

You have so many products! How do I know which one is most suitable for me?

Placing an order

Will everything I order always be in stock?

The product I want is out of stock, can you get it in for me?

How do I pay for my order?

Can I pay for my order in instalments?

Can I get a discount on Commercial Quantities or Bulk Buys?

Processing and delivery

Help! I made a mistake on my order, can I change/cancel it?

Why is my order 'On Hold' or 'Processing'?

How long will my order take to arrive?

Do you ship internationally?

Currency & Pricing

 

 

Do you have a physical store?

Yes, we have one store in Milton, QLD. It's open to the public, and most of our stock is available to view, try on and purchase in store. If you choose 'Click and Collect' as your shipping option for an online order, the stock will be picked and held for you in our store. The address and opening hours can be found here.

 

Do you offer exchanges/returns for change of mind or wrong size?

Yes we do, provided the product is in original, resaleable condition. You can view our full policy and start a return here.

 

What happened to 'Try 2 Sizes' and how does your 'Try 2 Anything' program work?

Shopping online without trying products on can be tricky. For years, we have offered a service of sending out two pairs of shoes and including a return satchel for the one that doesn't fit, called 'Try 2 Sizes'. We had great feedback on this system, but we thought, why stop with shoes? Why not 'Try 2 Anything'?

For a small fee, we'll include a prepaid return label with your order so you can try on shoes, packs, etc and send back anything you decide against. You can see more details and get started on our Try 2 Anything page. 

Unfortunately we can't offer Try 2 Anything for shipping addresses outside of Australia yet.

 

You have so many products! How do I know which one is most suitable for me?

We know the feeling! That's why we have categorised all our products with a number of filters, like Width, Cushioning and Drop for shoes, and Shape and Warmth for sleeping bags, and heaps more! Use the search bar or category navigation at the top of the page to find products, then narrow down the range even further with the filters on the left-hand side. 

You can also check out our Blog for advice. Still have questions or want to suggest a future blog post? Contact us via email here and we will be happy to assist you!

 

Will everything I order always be in stock?

Our website features live stock statuses (just select your item and you will see the number in stock above the 'Add to Cart' button), and we aim to keep frequently-selling items in stock at all times, so that your order can be delivered to you as quickly as possible.  In the event that an item you order is out of stock, we will contact you within one business day to advise the likely delivery delay. In this unlikely event, you will have the option to cancel for a full refund, or wait for the item to come into stock. 

 

The product I want is out of stock, can you get it in for me?

Sometimes even our most popular products sell out before we can restock. We restock frequently, so the best way to get stock as soon as it comes in is to subscribe to stock updates by clicking 'Email me when back in Stock'. 

Some products can't be restocked, either because our supplier is out of stock, we can't source stock frequently enough or the line is discontinued. If your heart is set on an item that is Out of Stock, you can contact us to find out when the product is coming back, or if there are any similar products you should consider.

 

How do I pay for my order?

Payment can be made by any of the following:

  • Credit card (MasterCard, Visa or American Express) securely processed by the EWay payment gateway. 
  • PayPal (from your PayPal balance, credit card or bank account)
  • Direct Deposit (please note we are unable to ship orders until direct deposit payments have cleared, which may delay your order by 1-2 days)
  • Afterpay, ZipPay and ZipMoney (see next question for more details)
  • Purchase Order (approved organisations/government departments only. Please contact us for more information.)

 

Can I pay for my order in instalments?

Yes, you can! We have partnered with two great Buy Now, Pay Later companies to offer flexible payments for Australian customers over a large range of order values. If your order is between $80 and $2,000, we offer Afterpay. For orders between $80 and $3,000, we offer Zip. Please see our Afterpay information page and ZipPay and Zipmoney information page for terms and conditions. Please note Afterpay and Zip are 3rd parties, we cannot influence their financial decisions or process payments with Afterpay or Zip outside the website checkout. As a result, we are not able to offer Afterpay or Zip on Special Orders or Price Matches. 

 

Can I get a discount on Commercial Quantities or Bulk Buys?

Wildfire Sports & Trek is happy to provide discounted pricing on larger buys (generally 4 or more of a single item). For a quote, please email us at enquiries@wildfiresports.com.au with the following details; product, colour/size/other variation, qty, your location and shipping preferences. Please note that large or commercial orders are not refundable.

 

Help! I made a mistake on my order, can I change/cancel it?

Orders placed with Wildfire Sports & Trek are processed in a matter of hours so that you can get your items as soon as possible. Please contact us immediately if you wish to cancel or change your order. Once an order has been dispatched, we can no longer change it, it is then subject to the change of minds returns policy.

 

Why is my order 'On Hold' or 'Processing'?

Some orders, generally high value or international orders, need to be approved by a manager before being sent out. This does not generally delay the order, and we will contact you if there are any problems or any further information is required.

 

How long will my order take to arrive?

Please see our shipping and delivery page for delivery estimates. Please note all shipping times are estimates only, and can be affected by a number of factors beyond our control, and as a result, we are not able to guarantee how long an order will take to reach you.

 

Do you ship internationally?

New Zealand: We can ship you anything except very heavy or bulky items like the Wahoo Kickr and products we are only allowed to sell in Australia (like Asics and KTI). Just process your order through the checkout as usual, GST will be removed from the purchase price once you select your country.

Outside of Australia/New Zealand: Normally, we'd love to ship to you, but sadly international shipping delays and expense are currently through the roof due to Covid, so we aren't offering any shipments outside of Australia and New Zealand.

 

Currency & Pricing

All prices listed are in Australian dollars (unless otherwise specfied) and include 10% GST (Goods & Services Tax) where applicable.  While great care is taken to ensure accuracy of all prices and descriptions, Wildfire Sports & Trek reserves the right to correct errors or misprints and adjust prices accordingly. If your delivery address is outside of Australia, the GST will be removed once you enter your delivery address at the checkout.