Our store location is 1 Murdoch Circuit, Acacia Ridge, Qld 4110.

Outback Equipment

Got questions about orders, returns, shipping, or warranties? Find answers in the Outback Equipment Help Centre. Browse FAQs or get in touch with our team.

Help Centre | Outback Equipment Customer Service Portal

Special Order Products

Special Order Delivery

How do I Sign Up for Rewards Points?

My Rewards Discount Code Isn’t Working, What Now?

How Do Rewards Points Work?

How Do I Claim My Points for More Discounts?

Can I use a PO box or Parcel Collect?

How do I place an order for Click & Collect?

Why is there no option for Click & Collect at checkout?

Why has my order defaulted to Click & Collect?

What do I need to bring when I collect my order?

How do I buy a gift card?

How do I cancel my membership/subscription?

Ordering & Rewards

Understanding Dispatch Timeframes

Standard Shipping

Express Shipping

International Shipping

Oversize Items

Shipping limitations and additional fees

When can I pick up my Click & Collect order?

Where can I pick up my Click & Collect order?

How can I track my order?

When will I receive my tracking details?

Why is my order delayed?

How do I get a freight quote?

What to do if you receive an incorrect item in your order

Can I add a new shipping address to my account?

Split delivery fees

Can I update my shipping address on an existing order?

What if my order is lost, damaged or has incorrect delivery details?

Shipping & Delivery

Returns Overview

Returns Policy

In-store exchanges and store credits

Online exchanges or store credits

How can I exchange an item?

Change of Mind Policy

Faults and damages

What do I do if my order arrives damaged?

How do I submit a warranty claim?

When will I get my refund?

Items that require fitting or assembly

Returns & Exchanges

What’s on display in your store?

Where and when can I visit the showroom?

Info and Updates

How do I view my orders on my account?

How do I review my wish list?

How do I create my wish list?

Can I view my online quotes?

How do I reset my password?

How do I log into my account?

My account

I am having a payment issue at checkout, what can I do?

Store Credit Expiry

Accepted Online Payment Types

How can I pay with Zip Pay or Zip Money online?

How can I pay with Afterpay?

Accepted In-Store Payment Types

Can I pay over the phone for in-store collection?

How can I pay with Zip Pay or Zip Money in-store?

Gift Card T's and C's

How do I use a gift card?

How do I receive my gift card after purchasing?

Payments

Phone Support Hours and How to Contact Us

Understanding Shipping Timeframes at Outback Equipment

Phone support:  9am to 3pm - Monday to Thursday outside these hours we are available via email.                                               
Store: 7am to 3pm - Monday to Friday & 8am to 1pm - Saturday

At Outback Equipment, our customer support team is here to help with your questions, order updates, and general enquiries.As our phone team supports a large number of customers each day, our phone lines operate during the hours below. Outside these times, our small team is still available via email and live chat and will get back to you as soon as possible.Support Hours (QLD time)Phone support 9:00am to 3:00pm, Monday to ThursdayShowroom / Store 7:00am to 3:00pm, Monday to Friday 8:00am to 1:00pm, Saturday When phone lines are closed:If you contact us outside our phone hours, you can still reach our team by:<ul data-start="795" data-end="837"><li data-start="795" data-end="806">Email</li><li data-start="807" data-end="837">Live chat on our website</li></ul>We aim to respond to all enquiries within 48 hours. A few important things to know<ul data-start="932" data-end="1276"><li data-start="932" data-end="1032">Once an order is placed, we cannot edit, amend, or cancel it due to our automated dispatch system.</li><li data-start="1033" data-end="1119">Tracking information will be sent to your email as soon as your order is on its way.</li><li data-start="1120" data-end="1276">Our local support team handles a high volume of calls each day. We ask that all communication remains respectful. Abusive behaviour will not be tolerated.</li></ul> We appreciate your patience and support while our team assists as many customers as possible.

We stock thousands of products, and while many ship next day from our Brisbane warehouse, some items come from our suppliers or may take longer to dispatch.  More details here.

At Outback Equipment, we want to be upfront and clear about how long it takes to get your gear on the road. That&apos;s why you&apos;ll now see more detailed dispatch information on certain products, including messages like:<ul><li style="font-size: 16px;">In stock: Dispatch in 1 - 3 days</li><li style="font-size: 16px;">Dispatch in 7 days</li><li id="isPasted" style="font-size: 16px;">Dispatch in 1 - 2 weeks</li><li id="isPasted" style="font-size: 16px; font-weight: bold;">Dispatch in 4 weeks</li></ul>These timeframes refer to the estimated time it takes for your order to leave the warehouse, not including the delivery time. &#xA0;These messages are designed to give you a realistic estimate of when your order will be dispatched &#x2014; so you can plan your adventures with confidence. &#xA0; Why Are There Different Timeframes?We work with a wide range of suppliers, manufacturers, and warehouse partners to bring you the best gear. Some products ship directly from our Brisbane warehouse, while others are sent from trusted partners across Australia.That&#x2019;s why:<ul><li>Some items are ready to ship right away.</li><li>Others may need a few days to be processed, packed, or ordered in.</li><li>Some items are quite specialised and made to order directly with the manufacturer.</li></ul> <h3 id="are-these-timeframes-guaranteed">Are These Timeframes Guaranteed?</h3>We do our best to provide accurate estimates based on real-time stock levels and supplier information. However, these are not guaranteed dispatch times, and occasionally there may be delays due to:<ul><li>Supplier backorders</li><li>Freight delays</li><li>Peak periods or public holidays</li></ul>If there&apos;s ever a significant delay, our customer service team will be in touch to let you know. &#xA0;You can always reach out to us for an update. Still Have Questions?Our team is always here to help! If you&apos;re on a tight deadline or want to check on your order, <a href="https://support.outbackequipment.com.au/" rel="noreferrer noopener" target="_blank" title="https://support.outbackequipment.com.au/" class="fr-green">get in touch with us here</a>.

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