COVID-19 UPDATE: You may experience a delay in receiving your parcel due to coronavirus prevention measures enacted by the Australian government and courier companies. Since most brick-and-mortar retail stores are closing, there is an increase in online shopping and parcel delivery. However, courier companies can not put more people in their facilities to ease the surge due to social distancing requirements. Border closures and reductions in air freight capacity also are contributing to the delays. This should not affect your delivery beyond taking a few extra days than you might expect in other times. Rest assured that all our staff and couriers are working very hard to make sure you receive your purchases as soon as possible.

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Flexible Delivery Options

You now have the option to choose if you would prefer your parcel to be delivered by Australia Post or via the fastest delivery method available for your location (either Australia Post, Fastway Couriers or Couriers Please). These flexible delivery options are available to allow you more control over your order and give you peace of mind!

Click and Collect Brisbane - CLICK HERE for further details on how to collect your order

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Delivery and Shipping

Use our quick guide below to work out how long it will take for you to receive your item. Simply add together the item's dispatch time (based on the stock availability) and your delivery info (BASED ON your location and the delivery method you select).

Order processing time:

To determine the availability of an item, please see the stock information near the add to cart button
In stock items: Will take up to 1 business day (Express orders received by midday are usually dispatched same day)
Preorder items with an expected date: The expected date is when we expect more stock to arrive in our warehouse. These items will be dispatched immediately once they arrive at our warehouse. If the date changes, we will let you know as soon as possible. PLEASE NOTE PREORDER DATES ARE OFTEN SUBJECT TO CHANGE BY THE BRANDS AND WE DO OUR BEST TO GET TO CUSTOMERS ASAP BUT EXACT RELEASE DATE IS BEYOND OUR CONTROL.

If for any reason we are unable to supply an item, we will let you know as soon as possible so that you can choose from a refund, substitution or CONTINUE to wait for the item.

Delivery timeframe (additional to order processing time):

Please also refer to our COVID-19 announcement RE shipping delays at the top of this page.

Your location	Standard Shipping (FREE on orders over $80, otherwise $7.95) Australia Post Eparcel, Fastway Couriers or Couriers Please	Express Shipping ($12 charge) Australia Post Express Eparcel
Brisbane/SEQ	1-2 business days	Next business day
Other Australian Metropolitan areas	Sydney & Newcastle: 2 - 4 business days Melbourne: 2 - 5 business days Canberra: 3 business days Adelaide: 4 business days TAS: 4 - 5 business days Perth: 7 business days NT: 5 - 10 business days	1-2 business days within Express Post Network
Australian Regional/Rural areas	QLD Regional: 2 - 3 business days NSW Regional: 3 - 7 business days VIC Regional: 3 - 7 business days SA Regional: 4 - 7 business days WA Regional: 7 - 10 business days	2-3 business days faster than Standard Shipping

 

Heavy products may take up to an additional 5 days delivery due to the shipping methods used by our delivery company. At the time of dispatch you will receive an email containing a tracking number for your order.  All products are carefully packed by hand to avoid damage in transit. 

We can ship to a PO Box or Parcel Locker address (some exclusions apply for certain heavy or high value items). We may contact you via email for an alternative delivery address if your order is not able to be shipped to your supplied address for any reason.

Packages which are returned to us because they are unclaimed, or due to an incorrect address, can be reshipped for a $9.95 reshipping fee (for domestic parcels, international reshipping fees may vary) or we can provide a refund less a $19.95 administration fee ($24.95 for international parcels).

Authority to Leave: By choosing Authority to Leave in the checkout, you authorise the delivery driver to leave your parcel unattended at your shipping address and you take full responsibility for the parcel once it is scanned as delivered. We are unable to pursue any claims for lost items once the parcel is scanned as delivered. 

Order Changes/Redirects: 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. However, once your order has been dispatched, we are unable to modify your order. If you require any address changes, re-directions or re-deliveries, you will need to organise this directly with the delivery company handling your parcel. The delivery company is listed in your dispatch notification. Please note we are unable to pursue claims for parcels lost or delayed once redirected by customers. We strongly advise against redirections as they can add significant delays.

Lost Parcels: If you have not received your parcel within the estimated delivery time and you are worried that the parcel is missing or significantly delayed, please contact the courier for an update (contact details are available on the tracking page). If you cannot reach them or require further assistance, please contact us and we will help resolve the issue or submit an enquiry with the carrier on your behalf. Please note we must be contacted within 10 business days of the estimated delivery date in order to submit an enquiry.

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Shipping to New Zealand

We currently have two delivery options for New Zealand: free Standard delivery on orders over $80* (sent with Pack and Track International OR Fastway Couriers), or Express delivery for $12 (sent with Express Courier International). Standard Shipping to New Zealand generally takes 3-10 business days, Express New Zealand shipping generally takes 2-4 working days. If you require a different delivery method, please contact us prior to placing your order. 

*Exclusions apply for some heavy items being shipped to New Zealand: 95% of our products qualify for free or $7.95 shipping to New Zealand.

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Shipping to other countries

This varies greatly depending on your location, the weight and size of your order and the shipping speed you require. Please select the $18 international shipping option in the checkout, and then we will contact you to confirm your order including the shipping amount (it may be more than this - you can of course cancel your order if shipping is too expensive). Alternatively please contact us prior to placing an order for a more precise quote.

Shipments sent to countries other than Australia are sold exclusive of GST (Australian VAT) and may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please note: we are legally required to declare the full value of the goods (not including shipping charges) on all packages shipped internationally, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.

Packages which are returned to us as a result of the recipient's refusal to pay import duties and/or taxes are not eligible for a refund; we are only able to issue a store credit less any postage costs and returned parcel fees that we have incurred.

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Click and Collect

If your order is in stock simply select our collection option and it will be ready for collection within 2 hours (business days) at our Milton store in Brisbane. Please note all items must be "In stock". If the Products are on Special Order, a member of our Wildfire team will contact you when they come into stock and are ready for collection. If you are unsure if your order is ready, please call us on 07 3339 1433.

Please note you will need to enter your billing address including postcode on the checkout page before the Click and Collect option becomes available to select.

If not collected after 2 weeks from order date, we will contact you via email or phone (if provided) at least twice. If not collected after 45 days from original order date, we are unable to continue holding your items.

Address: Unit 1, 49 Douglas Street, Milton, Brisbane

Opening Hours: 8:00am - 5.00pm: Monday - Saturday

Parking: Limited Car parking available

CLOSED Public Holidays

Manufacturing defects covered, replaced or repaired if within 6 months of purchase.

CHANGE OF MIND RETURNS

If your item was purchased in error, or you've simply changed your mind, Wildfire Sports & Trek offers a number of returns options. Just contact us within 90 days of your order by filling out the form here. We will endeavour to respond to your request within 2 business days with instructions for returning your item or a request for further information if required.

The item must be returned in original, re-saleable condition with all packaging intact. The item must be securely packed to ensure it is received back with us in original and re-saleable condition. Please include your original invoice and the email correspondence authorising your return.

We will send to your email address a Auspost prepaid return label which can be used at any post office. The item must be returned within 14 days of the label being sent to you.

Free return postage only applies to customers in Australia or New Zealand using our provided Auspost labels; we will NOT refund any postage fees you have paid yourself. Items under $80 are not eligible for free return postage. Fair Use Policy applies*.

Items which cannot be returned for change of mind:

• Items not in original, re-saleable condition or without provided tags/packaging.
• Shoes which have been worn outside or on a marking surface (please note it is immediately obvious when shoes have been worn outside and we will not be able to accept a return if this is the case)
• Due to privacy laws and warranty continuity, returns of electronics will not be accepted if the device has been turned on.
• In-ear headphones and undergarments may not be returned once the packaging is opened for hygiene reasons.
• Swimwear (including wetsuits) must not be altered or worn in any way other than tried on over underwear.
• Due to food and safety law, the following products cannot be returned once they leave the store, even if in original packaging: certain food items and ANY climbing/safety gear (including helmets, carabiners, harnesses, ropes, etc. Does NOT include climbing shoes.). Please bear this in mind before you make your purchase. This does not affect your statutory rights. 
• Hydration products, e.g. bladders or bottles, which have been filled with water or other liquids.
• Books, unless misprinted.
• Any custom, personalised or bulk order products, or Special Orders over $800.
• Any free items provided with your order are eligible to be replaced only if faulty on arrival, they are not eligible for change of mind returns or regular warranties.
• Gift Vouchers or payments for services.

Our returns policies in this regard are to ensure that all our customers are assured of new and unused products with full warranties available.

*Fair Use Policy:

Free return postage is currently capped at two returns per customer per year and one exchange per order. If you wish to return again after exceeding this limit, the products must be returned at your expense.

 

Exchanges:

• We offer a free first exchange (orders over $80) for a different size/colour/product to the full value of items you have ordered. Depending on the value and weight of exchanged items, shipping fees may apply for international exchanges.
• If after this you wish to exchange your item for a second or subsequent time, you will be required to return the product at your cost. Items already exchanged are not eligible for a change of mind refund, and may only be returned for a store credit (see paragraph on Store Credits below for details).
• You may use our ‘Try 2 Anything’ option on your exchange if applicable, however the usual $3 fee will need to be paid before the order is sent out to you.

Store Credits:

• We are happy to offer a store credit to the full value of the items returned, which can be used in store or on our website within 12 months of issue. This will be applied to your Wildfire account once we receive and process the returned items.
• Where you have paid an additional shipping fee on top of the item price (e.g. Express or Standard Shipping, Try Two Sizes/Try 2 Anything fee), this amount is unable to be refunded or credited. We are not able to refund or credit any money you pay to third parties related to the order (for example customs fees).

Refunds:

• Should you elect not to receive a store credit but prefer a refund, a fee of $19.95 to cover our costs of original and return shipping, bank fees, and re-shelving the item applies. This will be deducted from the refund provided.
• Where you have paid an additional shipping fee on top of the item price (e.g. Express or Standard Shipping, Try Two Sizes/Try 2 Anything fee), this amount is unable to be refunded or credited. We are not able to refund or credit any money you pay to third parties related to the order (for example customs fees).
• Refunds can only be processed to the same funding source (credit card/bank account/PayPal account/etc.) from which you originally paid.

In-store Returns:

• If you return your items in person to our store, you may choose to receive an exchange, store credit or refund as per the policies above, without any administration fee.
• Where you have paid an additional shipping fee on top of the item price (e.g. Express Shipping, Try Two Sizes/Try 2 Anything fee), this amount is unable to be refunded or credited.
• Refunds can only be processed to the same funding source (credit card/bank account/PayPal account/etc.) from which you originally paid. Please bring the same card you used to make payment and the original EFTPOS receipt if you require a refund for an EFTPOS payment.
• Please note that in most cases, the return can be processed on the spot, but there may be a delay of up to 2 business days if a refund of an online payment or assessment of the returned item is required.

 

WARRANTIES

If you believe that your product has arrived faulty or developed a fault within the warranty period, simply fill out the form here. We will endeavour to contact you within 2 business days to talk you through the process of the warranty claim.

If you contact us about the fault within 90 days of receiving the item, we will send you a pre-paid return label for returning the faulty item. This is only eligible for Australian and New Zealand customers and only with our provided Auspost labels; we will NOT refund any postage fees if you send products without our prepaid labels. 

Depending on the manufacturer, nature of fault and time of year, warranty claims can take 1-4 weeks to resolve. We will advise you at the time the fastest way to process your warranty.

If the item returned is found not to be faulty, we will charge a reshipping fee of $9.95 to return the product to you. To avoid this, please follow all troubleshooting we send you and read the product manual carefully before posting. Many problems with electronics can be resolved via our email support without need for return.

Any free items included in your order are eligible to be replaced only if faulty on arrival, they are not eligible for change of mind returns or regular warranties.

 

 

 

MISPICKS OR MISSING ITEMS

Should your order be missing an item, or you have received an incorrect item, please email us immediately at enquiries@wildfiresports.com.au so we may rectify (at no cost to yourself). For mispicks, we generally recommend including a photo of the item incorrectly received, showing the barcode in particular, as well as a photo of the paper invoice received.

 

I WANT TO CANCEL OR CHANGE MY ORDER

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 it is then subject to the change of mind returns policy (see above).

 

UNCLAIMED PACKAGES

Packages which are returned to us because they are unclaimed, or due to an incorrect address, can be reshipped for a $9.95 reshipping fee (for domestic parcels, international reshipping fees may vary) or we can provide a refund less a $19.95 administration fee ($24.95 for international parcels).

If Click & Collect orders are not collected after 2 weeks from order date, we will contact you via email or phone (if provided) at least twice. If not collected after 45 days from original order date, we are unable to continue holding your items.

 

Effective Date: 30/05/2019

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