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Frequently Asked Questions
Ordering
- Do you offer pick-up of items? I want my adventure gear now!
- Can I get a discount for multiple purchases?
- Do I need to pay GST (goods and services tax)
- Once I have paid, how long will it take to be posted to me?
- I don't trust online ordering, can I mail or phone order instead?
Payment
- Do you accept payment other than credit card?
- Will I receive confirmation that my payment has been received and product posted?
- I don't have a credit card or use PayPal. What other options can I use for payment?
- I am an international customer how can I pay?
- Is it safe to purchase on-line?
- Are my credit card details stored?
- Which credit cards do you accept?
- Can I cancel my order?
- How do I set up a PayPal account?
- Do your prices include GST?
Postage & Delivery
- How is my item packed?
- How do I know if my item has been posted?
- How do I calculate postage?
- What is the quickest way to get my item delivered to me?
- How fast is express post?
- How can I lower postage costs?
- How long does delivery take?
- Who do you use for postage and shipping?
- Can we deliver to a PO Box?
- You sent me an email saying my item was posted and I still have not received my order. Where is my item?
- Do you ship international?
- How do I calculate the postage on multiple purchases?
- My posted item is taking longer than the estimated delivery time. Why?
- Why do some items have free postage showing and others not?
- Can I send to a different address other than my own?
- Is my parcel trackable?
- How do I choose between different postage methods?
- What will happen if I'm out when my parcel arrives?
- I need my item tomorrow what should I do?
Returns
- Do you accept returns?
- Can I exchange my item?
- I have received the wrong item, what do I do?
- How will you refund me?
- Where do I return my goods to for an exchange?
- What if i order the wrong size can I exchange?
Warranties
- Is my item covered by Warranty?
- My item doesn't work or is broken when I received it?
- How do I make a warranty claim?
- How long is my warranty for?
About Us & Contact Us
- Besides a great item what else do I get?
- Do you guys have a store?
- So who is Wild Earth?
- Our Satisfaction guarantee
- How can we contact Wild Earth?
Ordering
Q:Do you offer pick-up of items? I want my adventure gear now!
A:Yes on many items pick up from our Gold coast shop is fine, but some items are stocked at different warehouse distribution points around the country or sent direct from manufacturer to your door, so to check on stock and pick up availability for a particular item please call or email service@wildearth.com.au
Q:Can I get a discount for multiple purchases?
A:Our prices are already one of the most competitive around, and we also do offer a Postage & Handling discount for multiple purchases such as free postage over $99 for Australia etc. For bulk purchases on lots of items send us an email to service@wildearth.com.au to see if we can do you a better deal
Q:Do I need to pay GST (goods and services tax)?
A: All orders shipped to Australian destinations are subject to 10% GST, which is included in the price. All orders shipped outside Australia are GST free and the GST will be deducted at checkout.
Q:Once I have paid, how long will it take to be posted to me?
A:If you pay using PayPal or credit card, we post within 24 hours.
Q:I don't trust online ordering, can I phone order instead?
A:Yes of course. You can call our shop on 0755934180 to order. However ordering online is totally safe and we recommend it all the way for record keeping and order tracking
Payment
Q:Do you accept payment other than credit card?
A: We accept PayPal, credit card, debit card, or pay on pick up from Wild Earth.
Q:Will I receive confirmation that my payment has been received and product posted?
A: Yes, you will receive an email notifying you that the payment has been received. We almost always ship within 24 hours of receiving payment
Q: I am an International customer how can I pay?
A: PayPal or credit card is your only payment option. Your payment will automatically convert your currency into Australian dollars when processing the payment.
Q:Is it safe to purchase on-line?
A: Wild Earth & Ebay supplies you with a secure session within our shopping checkout process. You will notice a padlock icon on the base of your browser when you enter our secure 'checkout' area. This indicates that all information entered in the session is secure. No personal details or payment details are kept or recorded
Q: Are my credit card details stored?
A: No. If paying with your credit card your payment is encrypted and you process your payment yourself and we never view your card details. If you call to pay with your credit card direct with us we place card number direct into our merchant facility whilst on the phone and is deleted once payment is processed.
Q:Which credit cards do you accept?
A: Visa or MasterCard. AMEX buyers should use PayPal to process their payments
Q: Can I cancel my order?
A: When we receive payment, we dispatch orders as quickly as possible, so it can sometimes be difficult or too late to cancel but can be cancelled if done before posting. Please contact us and we will try to help.
Q:How do I set up a PayPal account?
A: You can set up a PayPal account in a couple of minutes. Please visit www.paypal.com.au to sign up.
Q:Do prices include GST?
A: Yes.
Postage & Delivery
Q: How is my item packed?
A: We take great care in package and handling for each order to ensure it arrives to you safely as each item should.
Q: How do I know if my item has been posted?
A: We normally send you an automated email advising you that your item has been posted once we mark it as posted. You can "View Order Details" in your account for further info.
Q:How do I calculate postage?
A: Put your postcode or country into the postage calculator provided on every listing. Easy! Postage is calculated via your postcode via weight or cubic weight. Each items weight is already stored in the listing
Q:What is the quickest way to get my item delivered to me?
A: Choose Express Post if it is offered on that item. Registered or regular post takes longer, and requires your signature for registered post. Often the drivers will leave a Collection Card in your post box and you will need to go into the local post office or courier depot to sign and collect your article.
Q:How fast is express post?
A: Usually next day into capitals, or 2 to 3 days for rural areas
Q:How can I lower the postage costs?
A: We do offer a Postage discounts for multiple purchases and is usually combined in checkout before making payment, PLUS we offer postage promo’s that differ from time to time
Q:How long does delivery take?
A: Regular Post Australia wide approx 2-7 days (depending on location) sent with Australia Post or Courier. Express within Australia is 1 to 3 days. Worldwide approx 5-14 days (depending on location) via Standard Air mail or express post international is 3 to 7 days
Q:Who do you use for postage and shipping?
A: Depending on your location, We use Australia post E-parcel, or couriers such as Star Track express or Fastway. For items over 20kg or longer than a meter in length we have to use a courier as it larger than Australia Post size restrictions.
Q:Can we deliver to a PO Box?
A: Yes we can no problem, unless your item is larger than 1 meter long or over 20kg cubed, and in this case a courier must be used and a daytime street address is required and a phone number as couriers will not deliver to PO Boxes. Please read ad description to see if a daytime address is required for that particular item.
Q:You sent me an email saying my item was posted and I still have not received my order. Where is my item?
A: If you choose the Registered Post option, this will require your signature before the courier or driver will hand you the package. Our experience is that your package is probably awaiting your collection at the Local Post Office or courier depot if courier is used, as the drivers often could not be bothered to leave a calling card! Also delivery times are estimates only and are based on nothing going wrong in freight such road delays or busy trading periods for couriers
Q:Do you ship international?
A: Yes most items we ship international all day every day - except for items over 20kg cubed. Consult the ad to see if international postage is offered on that item.
Q:How do I calculate postage on multiple purchases?
A: Just combine all the items into your shopping cart and it will be calculated for you before you need to pay.
Q:My posted item is taking longer than the estimated delivery time. Why?
A: To far reaching areas or rural properties delivery times can be longer than the estimated delivery times, or Australia post simply can have delays or unforeseen issues, and take longer for delivery than usual. The courier may have also made delivery attempts to your address and you have not been there, so check your mailbox for calling cards.
Q:Why do some items have free postage showing and others not?
A: We have promotions going for different items sometimes and are usually short time offers.
Q:Can I send to a different address other than my own?
A: Yes. We use the address stored in your account so this will need to be changed before you proceed through checkout so postage can be calculated correctly and we can extract the correct delivery address. If you want to change an order after it has been placed please contact us with your order details and we will try to help it has not been sent yet
Q:Is my parcel trackable?
A: Yes most services have tracking capabilities
Q:How do I choose between different postage methods?
A: When going through checkout you will have the option of choosing express or regular services. Please consult each item ad to see which postage options are offered on that item
Q:What will happen if I am out when my parcel arrives?
A: Where delivery is not possible, the parcel will be taken to your nearest depot or post office and you will receive a notification of attempted delivery card. We recommend you provide a daytime delivery address such as your work address as we or you may be charged a second delivery fee
Q:I need my item by tomorrow what should I do?
A: When going through checkout you will have the option of choosing express or regular services. Please consult each item ad to see which postage options are offered on that item
Returns
Q:Do you accept returns?
A: Yes! We are happy to exchange or provide store credit for items in new, unused and original condition within 30 days of receiving the goods. Any product swing tags and packaging must be returned with the goods. We do not accept returns after 30 days. Consult our terms and conditions pages or ad details for more information
Q:Can I exchange my item?
A:Yes of course! Please return the item with 30 days (15 days in-store) to exchange for the item you would like. You must contact us first at service@wildearth.com.au to discuss the exchange
Q:I have received the wrong item, what do I do?
A: If the wrong item sent was our error please contact us so we can organize the exchange and freight costs. If you simply ordered the wrong item please return the item back to us, explaining that you ordered the wrong item and wish to exchange. Once received, we will contact you and organize the posting of your new exchange item
Q:How will you refund me?
A: All refunds will be credited to your to the same account or card that was used to place the order and make the payment.
Q:Where do I return my goods to for an exchange?
A: Please return your items, with your purchase receipt and exchange details of your order to the return address provided with the invoice you received with your order. Any questions please email us first at service@wildearth.com.au to discuss exchange
Q:What if I order the wrong size can I exchange?
A: Of course you can! If size is incorrect you may return the item to Wild Earth in exchange for the correct size within 30 days. If you’re not sure about size and want some expert technical advice from our staff just send us an email first.
Warranties
Q:Is my item covered by Warranty?
A: Yes! We only stock the best known brands on the market and all goods are backed by manufacturer warranties. See each ad for further details.
Q:My item doesn't work or is broken when I received it?
A: If the product is not working or incorrect upon receiving it will be replaced and we will organize return freight. Consult our terms and conditions page for more info. On our website there is a dispute and resolution console in your account info where you can open and log a new claim or dispute and track the progress.
Q:How do I make a warranty claim?
A: Just contact the store you bought it from (us) at service@wildearth.com.au and we will let you know what do when making a manufacturer warranty claim. As mentioned in previous questions above on our website there is a dispute and resolution console under your account info when you logo in where you can open and log a new claim, or dispute and track the progress.
Q:How long is my warranty for?
A: Each and every item has a different manufacturer warranty period. Consult the item ad for more details
About Us & Contact Us
Q:Besides a great item what else do I get?
A: To Wild Earth a transaction doesn't just end at payment. In addition to a great price when you buy from us you get super fast service, expert technical advice from passionate outdoor staff, warranty support, access to spare parts, ongoing customer support, access to our loyalty program & knowledge base & store support. There are plenty of discount operators out there, but all you get from them is a price and nothing else. Buy & shop with peace of mind.
Q:Do you guys have a showroom to check out the gear first?
A: Yes we do. Our store is located on the Gold Coast in Queensland and your welcome to visit us and check out the awesome range or have our expert staff help you get set up for a great outdoor experience!
Q:So who is Wild Earth?
A: We are a customer service orientated Australian owned Family operated business with a passion for the outdoors. We have one of the highest customer retention rates in the industry and we back every item we sell. Our range has been carefully refined and individually tested as we love to get outdoors too!
Q:Our Satisfaction guarantee
A: We are proud of our impeccable customer service record and will go to extraordinary lengths to keep our customers happy. If you are not 100% satisfied with the item you purchased, simply return it within 3 days of receiving it and we will gladly refund your payment. Please email us first with any concerns or questions. We are here to help.
Q:How can we contact Wild Earth?
A: Just send a question via each items "ask a question", or you can email your questions direct to: service@wildearth.com.au and our shop telephone number is 07 55934180, however we prefer all contact to be via email, so we have a full record of any past correspondence to serve you best.
