Frequently Asked Questions (FAQs)
Ordering & Payment
Q: How do I place an order?
A: Simply browse our website, favouriteoutdoor.com, and add your desired items to the shopping cart. Proceed to checkout, where you will be guided through the steps to enter your delivery details and payment information to complete your purchase.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as PayPal. All payments are processed securely through our encrypted checkout system.
Q: Is my payment information secure?
A: Absolutely. We use industry-standard SSL (Secure Sockets Layer) encryption to protect your personal and payment information. We do not store your full credit card details on our servers.
Q: How will I know if my order was successful?
A: Immediately after placing your order, you will receive an automated order confirmation email. Please ensure you enter your email address correctly. If you do not see this email, check your junk or spam folder.
Shipping & Delivery
Q: What are your shipping options and costs?
A: We offer several shipping options, including standard and express delivery. Shipping costs are calculated at checkout based on the weight and dimensions of your order, as well as your delivery location.
Q: How long will it take to receive my order?
A: Delivery times depend on your location and the shipping method you select. Standard shipping typically takes between 3-10 business days. Processing time for orders is 1-2 business days before dispatch.
Q: Do you ship internationally?
A: Currently, we only ship within Australia.
Q: Can I track my order?
A: Yes. Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email that includes your tracking number and a link to track your package’s journey.
Returns, Refunds & Exchanges
Q: What is your returns policy?
A: We offer a 30-day money-back guarantee on most items. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. Some exclusions may apply.
Q: How do I start a return or exchange?
A: Please contact our customer service team via the contact form on our website to initiate a return. You will be provided with a Returns Authorisation number and instructions on where to send your item.
Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
Product & Product Care
Q: How do I care for and maintain my gear?
A: Proper care extends the life of your equipment. Please refer to the specific care labels and instructions that came with your product. General tips include cleaning with mild soap and water, storing in a cool, dry place away from direct sunlight, and reapplying waterproofing treatments as needed.
Q: Are your products covered by a warranty?
A: Yes, we stand behind the quality of our products. Most items come with a manufacturer’s warranty against defects in materials and workmanship. The specific warranty period and terms vary by product, so please check the product description page for details.
Q: A product I want is out of stock. When will it be back?
A: We work hard to restock popular items as quickly as possible. Please use the “Notify Me When In Stock” feature on the product page, and we will send you an email as soon as it becomes available again.
Website & Account
Q: How do I create an account?
A: You can create an account during the checkout process or by clicking the “My Account” link at the top of our website and selecting “Register.”
Q: I forgot my password. What should I do?
A: Click on the “My Account” link and then “Forgot Your Password?” Enter your email address, and we will send you a link to reset your password.
Q: How do I update my newsletter preferences?
A: You can unsubscribe from our marketing newsletters at any time by clicking the “Unsubscribe” link at the bottom of any promotional email you receive from us. You can also manage your communication preferences within your account dashboard.
Contact & Support
Q: How can I contact customer service?
A: For the quickest service, please use the contact form on our website. Our support team aims to respond to all inquiries within one business day.
Q: Do you have a physical store I can visit?
A: Favourite Outdoor is an online retailer, and our primary storefront is favouriteoutdoor.com. This allows us to offer a wider product selection and competitive prices directly to our customers.