FAQ

General

Do you have a physical store?

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

How does your 'Try two sizes' 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.

 

How does your 'Try two sizes' program work?

Not 100% sure what size you will be in a new pair of shoes? We know the feeling, so we offer our 'Try two sizes' program on most shoe models with enough stock. Simply select one of the sizes you would like, and if Try two sizes is available, a dropdown box will appear offering you the next size up or down. Selecting the next size up or down will add a $10 fee to your order to cover the extra shipping and prepaid return satchel. Unfortunately we can't offer Try two sizes for shipping addresses outside of Australia and New Zealand.

Then we send you out both pairs with a prepaid satchel for returning the one which doesn't fit. Try both pairs on indoors briefly to check the fit, then package up the size you don't want to keep and send it back to us with the included satchel. We ask that you please return the shoes within 7 days of receiving them. We reserve the right to charge you for the second pair if you do not return them in original condition within a month of receipt. 

If neither pair fits, please package them both in the included satchel (if they don't fit, you can cut off the label and attach it to a larger satchel/box) and return to us. Please also start a return with us here, so we know they are on their way and we can arrange the exchange/return while we wait for them to arrive.

 

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 a Shoe Advisor, which can suggest the best shoes for you in just a few questions. Try it out here!

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. Generally if we can get the product back into stock, it will be available to Special Order and the 'Add to Cart' button will be replaced with a 'Special Order' button. If you would like us to Special Order a product in for you, select the product you would like and click the Special Order button to request it. We won't take any payment at the time of request, we'll only request payment once we're sure we can get the product in for you.

Some products can't be Special Ordered in, 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 completely Out of Stock, you can subscribe to stock updates by clicking 'Email me when back in Stock'. Alternatively 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)
  • BPay (please note that a $20 minimum order applies to BPay, and we are unable to ship orders until BPay payments have cleared, which may delay your order by 1-2 days)
  • Afterpay or 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 $1500, we offer Afterpay. For orders between $1000 and $3000, we offer Zipmoney. Please see our Afterpay information page and Zipmoney information page for terms and conditions. Please note Afterpay and Zipmoney are 3rd parties, we cannot influence their financial decisions or process payments with Afterpay or Zipmoney outside the website checkout. As a result, we are not able to offer Afterpay or Zipmoney 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?

Yes, we do! What we can ship to you and for how much depends on your location.

New Zealand: We can ship you anything except very heavy or bulky items like the Wahoo Kickr. 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: We can ship most products to you, excluding electronics, heavy/bulky products and select Australia-only brands. You'll be charged $18 shipping in the checkout, if the shipping cost ends up more or less than this we will contact you to arrange payment of the difference. We can estimate shipping costs for you before you place an order, just contact us with the items you would like to purchase and your shipping address.

 

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.