Store Update March 2020
Date Posted: 13 March 2020
All our key functions remain open, including:
- online ordering and dispatch
- returns and warranties
- phone support and sales
- email advice
- Click & Collect orders.
In light of recent and rapid changes relating to COVID-19 we have implemented changes to our store operation until the situation resolves.
The safety of our staff and customers is always paramount. In particular, we are so thankful for and hope that you appreciate our wonderful and long-serving staff. It is why we do things a little differently from time to time, like close over Easter so that they can go camping on an extended break, and like closing on Sundays and public holidays so that they can race and adventure. And it is why we love them coming back after mega-hikes overseas to regale us with their travel tales and to share their stories of how they "nearly won" some obscure trail run in a faraway land.
We are doing things just a little differently again for the next few weeks. We are aiming to serve our customers differently so you can get the gear you need quickly by collecting or delivered to your home while responsibly providing the best situation for staff and customers. We are conscious that as a store that sells to travellers (departing and returning) and that employs staff who study at university and that has products that might be tried by multiple customers during the day, e.g. shoes and packs, that we should avoid creating a busy and confined close contact workspace.
From March 16 2020 onwards:
- If you require advice, please call or email us. We will not be offering advice or trying on products in store - our store will only available to pick up Click & Collect orders. During Monday to Saturday we are keeping as many staff in store as normal to answer phones, respond to emails, pick Click & Collect orders and dispatch online orders. Should our phones get busy we kindly ask for your patience, leave us a message or an email, we will get back to you as soon as we can.
- We are asking all customers who wish to buy products from our store in Milton to either order for home/business delivery or order, prior to arriving at the store, as a Click & Collect on our website (Shipping is free on all orders over $80. Click & Collect is free on all orders).
To do everything we can to help our customers during this period all Click & Collect orders will be prioritised and available within 30 minutes. We will also be providing a location at our front door to drop off returns - should you have a return please contact us by email first to complete our returns form. Returns on Click & Collect orders are free and available for 90 days from the date of purchase. We are hearing many disappointing stories of customers travel plans postponed or cancelled and we appreciate this is another disruption, but one we hope that still allows us to serve you as best as possible.
And lastly, as a thank you to our customers, every Click & Collect order over $80 from Monday March 16 until Easter Friday will give you a $10 store credit to use in-store when we return to normal operations. These will be processed and details sent to you by email closer to this date.