FAQ

Need a hand with your order? Find answers about delivery, products, returns and warranty below.

If you need further help, email support@outora.com.au or visit our Contact Us page. We aim to respond within 1–2 business days.

Shipping & Delivery

Do you deliver across Australia?

We deliver within Australia only. Delivery availability may depend on the product, carrier and destination.

If you live in a remote area or need delivery to a PO box or Parcel Locker, please contact us before ordering so we can check whether delivery is available.

How much does shipping cost?

Shipping costs AUD $19.95 per order, regardless of order value.

This fee applies once per order, including orders containing both Australian warehouse items and overseas-dispatched items. If your order arrives in separate parcels, there are no additional shipping charges for those separate deliveries.

Do you offer free shipping?

We do not currently offer free shipping. A flat shipping fee of AUD $19.95 applies to each order.

Where are your products shipped from?

Our range includes products dispatched from Australian warehouses and products shipped directly from overseas fulfilment partners, including suppliers in China.

Not all products are stocked in Australia. Please check the product page for dispatch information, or contact us before ordering if you are unsure.

How long will delivery take?

Delivery time depends on where the product is dispatched from and your delivery location.

Australian warehouse items: Estimated delivery is 5–8 business days after dispatch.
Overseas-dispatched items: Delivery times vary by product, supplier and shipping service. Please check the product page or contact us for the estimated timeframe before ordering.

These estimates exclude order processing time unless otherwise stated. Business days are Monday to Friday, excluding public holidays.

Regional and remote deliveries may take longer. Peak periods, weather, carrier disruptions and customs clearance can also affect delivery times. If you need an item for a particular trip or date, please contact us before purchasing.

Will all my items arrive together?

Items may be dispatched from different warehouses or suppliers and arrive in separate parcels on different days.

Each parcel may have its own tracking number. Your shipping fee remains AUD $19.95 for the whole order.

How do I track my order?

Once tracking information is available, we will send it to the email address provided at checkout.

Tracking updates may take time to appear after dispatch. Overseas parcels may have fewer updates while travelling between countries.

If you have not received tracking information or your order has passed its estimated delivery timeframe, please contact us with your order number.

What should I do if my parcel is missing?

If tracking shows your parcel as delivered, check around your property and with anyone who may have accepted it on your behalf.

If you still cannot find it, contact us with your order number and tracking details. We will help investigate with the carrier or fulfilment partner.

For more information, please read our Shipping Policy.

Orders & Payments

How do I place an order?

Choose your product, select the available options and quantity, then add it to your cart.

Review your items before checkout, enter your delivery details and complete payment using one of the available payment methods.

What currency are your prices in?

All prices are displayed in Australian dollars (AUD).

The checkout will show your order total, including the applicable shipping charge, before you complete payment.

Which payment methods do you accept?

The available payment methods are displayed at checkout. Please refer to those options when completing your purchase.

Can I change or cancel my order?

Please contact us as soon as possible with your order number and the change you would like to make.

We will try to help, but changes or cancellations may not be possible once fulfilment has started or the order has been dispatched.

Can I change my delivery address?

We will try to update it before dispatch, but address changes cannot be guaranteed once the order has been processed or shipped. Please check your address carefully before completing checkout.

I haven’t received an order confirmation. What should I do?

Check your spam or junk folder and confirm that you entered the correct email address at checkout.

If you still cannot find your confirmation, contact us with the name and email address used for your order.

Product Information

How do I choose the right product or size?

Check the product description, specifications and available options before ordering.

Where a product has different sizes, colours, battery kits or pack quantities, select the option that suits your needs. Images may show more than one available configuration, so check what is included with your selected option.

If you need help comparing products, contact us before purchasing.

Does the price include one item or a set?

The quantity included depends on the product and selected option.

Please check the product page and your chosen variant to confirm whether you are purchasing a single item or a set. Accessories or other products shown in lifestyle images are included only when stated in the product description.

Will the colour look exactly like the photos?

We aim to show product colours accurately, but colours may appear slightly different depending on lighting and your screen settings.

Can your camping gear be used at the beach?

Suitability depends on the product and surface. Please check the product information before use.

Sand, saltwater and moisture can affect fabric, frames and moving parts. Clean off sand and salt after use, and allow your gear to dry fully before storing it. Wagon performance can vary between firm and soft sand.

How should I care for my outdoor gear?

Follow any care instructions supplied with your product.

As a general guide:

Remove dirt, sand and salt after use.
Allow items to dry fully before packing them away.
Store gear in a dry, sheltered location.
Check frames, fasteners and moving parts before use.
Stay within any stated load limits.
Avoid prolonged exposure to harsh weather unless the product is designed for it.

Returns & Refunds

Can I return an item if I change my mind?

You may request a change-of-mind return within 30 days of receiving your order, provided the item is unused, in original condition and returned with its original packaging, accessories and proof of purchase.

Please contact us before sending anything back so we can provide return instructions.

Customers pay return shipping for change-of-mind returns. Original shipping fees are not refundable for these returns.

What if my item is faulty, damaged or incorrect?

Please contact us as soon as possible with your order number and a description of the issue. Photos or videos of the item and packaging can help us assess the problem.

We will assess the issue and arrange an appropriate remedy in accordance with the Australian Consumer Law.

The unused-item and original-packaging conditions for change-of-mind returns do not apply to faulty-product claims. Your consumer rights are not limited by a seven-day reporting deadline.

Who pays the return shipping?

For change-of-mind returns, the customer pays the return shipping.

If we confirm that a product has a fault or another issue covered by the Australian Consumer Law, we will arrange return assistance where required and reimburse reasonable return costs you have paid. Please keep any postage receipts.

Where should I send my return?

The return location may depend on the product. Please do not send items to a supplier, warehouse or address shown on the parcel without receiving instructions from OUTORA.

How long does a refund take?

Once your returned item has been received, inspected and your refund approved, we aim to process the refund within 5–7 business days.

Refunds are issued to the original payment method. Your bank or payment provider may take additional time to make the funds available.

Can I exchange an item?

Exchanges depend on stock availability and the reason for the request. We will explain the available options and any applicable shipping costs before proceeding.

For full details, please read our Returns & Refund Policy.

Warranty & Support

Do your products come with a warranty?

Unless otherwise stated on the product page, OUTORA products include a 12-month warranty from the date of purchase covering manufacturing defects.

This warranty is additional to your rights under the Australian Consumer Law. Those rights are not limited to the warranty period and may continue after it expires.

What does the warranty cover?

Our warranty covers defects in materials and manufacturing workmanship under normal use.

It does not cover damage caused by misuse, accidents, improper installation, unauthorised modifications, poor maintenance or normal wear and tear.

These exclusions do not limit your rights under the Australian Consumer Law.

How do I make a warranty claim?

Email support@outora.com.au with:

Your order number or proof of purchase.
A description of the problem.
Photos or videos showing the issue, where possible.

We will assess your claim and explain the next steps. Please contact us before sending your product back.

Do I need to contact the manufacturer or overseas supplier?

For purchases made through OUTORA, contact us directly for order, delivery, return or warranty assistance.

We will coordinate with the relevant supplier or fulfilment partner where needed.

Read our Warranty Policy for more information.

About OUTORA

What is OUTORA?

OUTORA is an online outdoor store serving customers across Australia.

We select practical camping furniture, outdoor essentials and garden products to help make time outside more comfortable and convenient.

How can I contact you?

Email support@outora.com.au or use our Contact Us page.

We aim to respond within 1–2 business days. For order enquiries, include your order number so we can help you more quickly.

FAQ