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How can we help?

Explore our comprehensive list of frequently asked questions from customers. If you don’t find the answer you’re looking for, feel free to reach out to us at 0434 868 939 or via email at support@echidnaoffroad.com.au.

Ordering & Payment

Do I need to create an account to purchase from your online store?

At Echidna Offroad, we are strong advocates for making online shopping as seamless and convenient as strolling through any traditional bricks-and-mortar retail store. As a result, we have chosen not to impose the burden of creating an account solely to purchase one of our exceptional products. We value your time and want to provide you with an exceptional shopping experience without unnecessary hurdles

What payment options are available?

All prices on our website are displayed in Australian Dollars (AUD). For your convenience, we accept various payment methods through secure gateways, including credit cards (Visa, Mastercard, & AMEX), PayPal, Google Pay, and Apple Pay. At the checkout page, you’ll find a selection of available payment options for you to choose from.

Do you have a retail store?

As a part of the new wave of online-based businesses, we take pride in our evolution. Embracing the digital landscape, we efficiently operate from our Mooloolaba warehouse, enabling direct product distribution to our valued customers. Moreover, we collaborate with like-minded outdoor product retailers who share our passion for camping and outdoor adventures.

Shipping & Delivery

What are the delivery costs within Australia?

For deliveries within Australia, we offer a flat rate shipping fee of $10. Regardless of the size or weight of your order, you can enjoy the convenience of having your items delivered to your doorstep at a fixed cost. This flat rate ensures simplicity and transparency in our shipping process, making it easier for you to plan your purchases without any surprises in the delivery costs.

How long is delivery?

The delivery times for your order will depend on your geographic location. To ensure prompt service, we aim to ship orders either on the same business day or the following business day, depending on when the order is placed. Once your order is shipped, we will send you an email containing all the necessary details of the freight company responsible for the delivery. This will allow you to easily track the status of your package online, ensuring you’re informed every step of the way.

Please note that deliveries are scheduled during standard business hours, from Monday to Friday. Our goal is to provide a smooth and efficient shipping experience, so you can start enjoying your products as soon as possible.

Can I change my delivery address after my order has been placed?

We typically process and pack orders for dispatch by 2:00 pm (GMT+10). For address updates on your order, the most effective method is to contact us through support@echidnaoffroad.com.au or give us a call at 0434 868 939, and our team will be happy to assist you.

However, please be aware that once an order has been dispatched, we cannot make any address updates.

Where is my order tracking email?

If you haven’t received an email from us containing the delivery tracking details of your order, we recommend checking your junk/spam folder as our emails might have been filtered there by your email settings. If you still can’t find the email in your junk folder, please don’t hesitate to get in touch with us. We’ll be happy to assist you and verify the email address you provided during the purchase process to ensure accurate delivery information.

What should I do if my parcel is being returned to the sender?

If, for any reason, your parcel is being returned to us (Echidna Offroad), there are a few possible reasons, such as the parcel being unclaimed, having an incomplete or insufficient address, or being undeliverable to the provided address.

In such a situation, we will promptly get in touch with you once the order arrives back at our facility. Our aim is to provide you with the best service possible, and we’ll inquire if you wish to have the product reshipped. We will require an updated address from you if you choose to proceed with the redelivery.

Please be aware that redelivery charges will apply for reshipping the parcel. The exact fee will depend on the size of the parcel and the shipping location. Rest assured, we’ll do our best to assist you and ensure a smooth resolution to any delivery issues you may encounter.

Warranty & Returns

What does your warranty cover?

Our products are covered by a 1-year warranty that protects against manufacturing defects and faults in materials. The warranty period is clearly stated in the product documentation or on our website. If you encounter any issues within this 1-year warranty period, rest assured that we will take care of it. We will either repair or replace the product at no extra cost to you.

However, it’s important to note that the warranty does not extend to cover damage resulting from misuse, accidents, or normal wear and tear. For any warranty claims or questions, please don’t hesitate to contact our customer support team. We are dedicated to providing high-quality products and excellent customer service to ensure your satisfaction throughout the warranty period and beyond

How can I submit a warranty claim?

To submit a warranty claim, please follow these steps:

  1. Gather necessary information: Before reaching out to us, ensure you have all the relevant details readily available. This includes your purchase receipt or order number, product information, and any supporting documentation related to the issue.
  2. Contact our customer support: Get in touch with our dedicated customer support team via email, phone, or any other preferred communication channel. You can find the contact details on our website or in the product documentation.
  3. Describe the issue: Clearly explain the problem you are facing with the product and provide any relevant context or circumstances that might have led to the issue. The more detailed your description, the better we can understand and address your concerns.
  4. Attach supporting documents: If applicable, attach any photos or videos that illustrate the problem you are experiencing. Visual evidence can help expedite the warranty assessment process.
  5. Await response: Once we receive your warranty claim, our team will promptly review the information provided. We may request further details if necessary to ensure a comprehensive evaluation.
  6. Resolution: After evaluating your claim, we will determine if the issue falls within the scope of our warranty policy. If your claim is approved, we will proceed with the appropriate resolution, which may involve repairing or replacing the product as per our warranty terms.
  7. Communication: We will keep you informed throughout the process, updating you on the progress of your warranty claim and the estimated timeline for resolution.

Our goal is to provide a smooth and efficient warranty claim experience. We value your satisfaction and want to ensure that any valid issues with our products are addressed promptly and to your utmost satisfaction. Feel free to contact us with any questions or concerns you may have during the warranty claim process.

What is your return policy?

Our return policy is designed to ensure your satisfaction with your purchase. If you are not entirely happy with your order, you may be eligible to return the product under the following conditions:

  1. Return eligibility window: To be eligible for a return, the product must typically be within a specified time frame from the date of purchase. The exact duration is usually mentioned in our return policy, which you can find on our website or in the product documentation.
  2. Product condition: The product should be in its original condition, unused, and undamaged. Please ensure that all original packaging, accessories, and documentation are included when returning the item.
  3. Proof of purchase: To initiate a return, you will need to provide proof of purchase, such as the receipt or order number. This helps us verify the transaction and process the return accordingly.
  4. Return method: Reach out to our customer support team to initiate the return process. They will guide you through the necessary steps and provide you with a return authorization if required.
  5. Return shipping: In some cases, you may be responsible for the return shipping costs. Our customer support team will provide you with the appropriate instructions, including the return address and any relevant shipping guidelines.
  6. Refund or exchange: Once we receive the returned product and verify that it meets our return policy criteria, we will process your refund or exchange as per your preference.

Our aim is to make the return process as smooth and hassle-free as possible. If you have any questions or concerns about our return policy, please don’t hesitate to contact our customer support team. We value your satisfaction and are here to assist you with any queries you may have.

What should I do if my order arrives damaged or faulty?

While we hope this situation never arises, if you receive damaged goods or encounter a manufacturing fault, please contact us immediately at support@echidnaoffroad.com.au. Our dedicated customer service team is here to personally assist you and resolve the issue as quickly as possible.

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