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Delivery and Returns Policy
Delivery
- Orders placed before 2.00pm Monday to Friday will be dispatched the next business day. Every effort will also be made to dispatch orders placed outside of these times on the next business day.
- Saturday, Sunday and Public Holidays are not classed as business days.
- Where the customer gives 'Authority to Leave', you authorise the delivery driver to leave your parcel unattended at your shipping address and you take full responsibility for the parcel once it is scanned as delivered. We are unable to pursue any claims for lost items once the parcel is scanned as delivered.
- Authority to Leave cannot be given for high value items such as watches, even if the customer requests this. Signature on delivery will be required for all GPS watch purchases.
- We reserve the right to utilise AusPost Parcel Post for Standard Delivery at our discretion (eg for regional locations which attract high courier fees).
Standard Delivery
Our standard delivery service is free for orders of $49 and above and $10 for orders below this value. Standard delivery makes use of an Australia-wide courier network meaning a street address must be provided. If you require delivery to a PO Box or AusPost Parcel Locker, see AusPost Express Shipping.
AusPost Express Shipping
Orders of $49 and above may opt for Express Shipping for a flat fee of $10. If you require delivery to a PO Box or AusPost Parcel Locker, please use this option. Orders below $49 will be delivered via Standard Delivery.
Returns, Exchanges and Warranty
In addition to your statutory rights, if you change your mind within 14 days of purchase, we are happy to offer an exchange or provide store credit for the value of the purchase (excludes Clearance items). The returned item must be in new, unused condition with all original packaging.
- For faulty, damaged or incorrectly supplied items, both original and return shipping fees will be covered by The Trail Co.
- For other exchanges, eg for change of mind or incorrect size, the buyer will cover return of the goods and assumes responsibility for the goods reaching The Trail Co. in original condition. The Trail Co. will cover the cost of outbound shipping on one exchange per transaction.
- To organise a return, please contact us on 07 3123 4824 or email shop@thetrail.co within 14 days of purchase.
- Please ensure return items reach us within thirty (30) days of purchase. Items must be returned with all original and undamaged packaging, including all product tags, labels and instruction manuals. If an item is not returned promptly, in its original packaging, is damaged or has any accessories missing, we reserve the right to refuse a refund or deduct the cost of the missing accessories.
- For warranties, please return items within the warranty period, commencing from the date of purchase.
For health and safety, change of mind returns cannot be accepted for underwear, creams, powders or food/nutrition products, even if the original packaging appears intact.
Unsure of your size?
If you order two of the exact same item in different sizes in the one order, we will refund the cost of the incorrect sized item once it is returned to us unused and with all original packaging. Returns must be made within our standard return period, outlined above.
Refunds
- Any refunds will be processed within two (2) working days of approval.
- Refunds can only be processed via the original payment method.
- After The Trail Co. has processed your refund, it may take an additional five (5) working days to appear in your account, depending on banking timelines.
Clearance Items
Products purchased on Clearance may only be returned if they are faulty or if we supply the incorrect item. Returns are not available if it's the wrong size for you, not quite what you imagined or you have changed your mind in any other way, so please check size charts and choose carefully. We'd love to help everyone out but due to the low margin on Clearance items, we can't absorb the extra costs incurred from the payment processing fees, shipping and handling involved in exchanges.
ABN: 90609730985
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Terms & Conditions
Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Trail Co. Pty Ltd’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.
The term ‘The Trail Co. Pty Ltd’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is . Our ABN is 90609730985. The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
- The content of the pages of this website is for your general information and use only. It is subject to change without notice.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
- Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
- From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- Your use of this website and any dispute arising out of such use of the website is subject to the laws of Australia.
Privacy Policy
This privacy policy outlines how we use and protect any information that you provide us when using this website.
We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then it will only be used in accordance with this privacy statement.
The policy may be occasionally updated. You should check this page from time to time to ensure that you agree with any changes.
What we collect
The Trail Co. may collect the following information:
- name
- contact information including email address
- demographic information such as postcode, preferences and interests
- other information relevant to customer surveys and/or offers
What we do with the information we gather
The Trail Co. require this information to further understand your needs and improve our service, in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send you promotional emails that we think you may find interesting, using the email address which you have provided.
- Occasionally, we may also use your information to contact you for market research purposes. We may contact you by email or phone. We may use the information to further customise the website.
We do not share your data
The Trail Co. will not share your data with any third party for marketing purposes, and you will not receive offers from other companies or organisations as a result of providing us with your details.
You can unsubscribe at any time
Although The Trail Co. would like to stay in touch, you can unsubscribe at any time - simply click on the unsubscribe link in any of our emails or contact us via the website to unsubscribe from our mailing list.
Security
The Trail Co. take your security very seriously and take all reasonable steps to keep your personal information secure. Personal information may be stored both electronically on our computer system, and in hard-copy form. We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable procedures to safeguard and secure your information.
- SSL encryption: Secure Sockets Layer protocol protects your online transactions and provides communications privacy over the internet. This allows your computer to communicate with our server in a way that prevents forgery. Your credit card number is also "one-way" encrypted as it enters our databases.
- Firewalls, passwords, anti-virus software and email filters also act to protect your electronic information.
- Our security procedures mean that we may occasionally have to request proof of identity from you.
- Credit card information is never stored. We securely submit credit card information to our bank for processing.
How we use cookies
To enable our systems to recognise your computer and to provide certain features to you, The Trail Co. uses cookies. This is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic, allowing web applications to respond to you individually. The web application can tailor itself to your personal needs by gathering information about your preferences.
The Trail Co. use traffic log cookies to identify page usage. This helps analyse data about customer traffic, allowing the website to be improved, based on customer needs. We only use this information for statistical analysis purposes and this data is then removed from the system.
Cookies provide you with a better website experience by enabling us to monitor which pages you find useful. A cookie does not give The Trail Co. access to your computer or any personal, other than the data you have chosen to share.
You are able to either accept or decline cookies. Most web browsers now automatically accept cookies, but you can usually change your browser settings to decline cookies. However, this may prevent you from taking full advantage of the The Trail Co. website.
Links to other websites
The Trail Co. website may contain links to other websites. However, once you have used these links and have left our site, you should note that The Trail Co. has no control over other websites. We therefore cannot be responsible for the protection of any information which you provide whilst visiting such sites. These external sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website you are visiting.
Controlling your personal information
You can restrict the collection or use of your personal information:
- When you fill in a form on the website, there will always be an option to indicate that you do not want the information to be used by anybody for direct marketing purposes
- However, if you have previously agreed to us using your personal information for direct marketing purposes and change your mind, please write or email The Trail Co.
If you believe that any information The Trail Co. is holding about you is incorrect or incomplete, please write to or email us.