Frequently Asked Questions

 

Operations
How do I add to the shopping cart?
How do I know my item has been added to the shopping cart?
How do I get to the checkout?
How do I edit my items?
How do I check the shipping cost on my items?
Order Status:
How do I know my order has been received?
How do I track my order?
My order never arrived.
An item is missing from my shipment. 
When will my backorder arrive?
My Account:
How do I create an account?
I forgot my password.
Shipping: 
Do you ship to my country?
What are my payment choices?
When will my order ship and what are my shipping charges?

Guarantees:
Price
Privacy Policy
Security
• Refund and Returns 

Pricing and Billing: 
I have a question on my charges.
I need a copy of my receipt/invoice.
When will my credit card be charged?
Buyer's Guide:
How do I find my product?
Additional Support:
How do I contact you?

 

Refund and Returns Policy:
 

Kelly's Camping is committed to customer satisfaction, and we want to take the risk out of ordering with us. We want you to feel confident in your purchase and aim to make all aspects of ordering as hassle free as possible, especially with returns.

If you receive any product that you are unhappy with for any reason, simply return it to us within the time frame listed below, in the condition that you received it and we will happily exchange it or issue you with a store credit for the cost of the item. Please note that we do not normally give refunds if you simply change your mind or order the incorrect size or colour. Usually, we will only process a refund where goods are faulty, have been wrongly described, are different from a sample that has been shown to you or do not perform the function that they are supposed to.

If you ever have any queries regarding our products or returns policy, please don't hesitate to contact us on 
 (02) 9972 0061 or orders@kellyscamping.com.au.

Time Frames for Exchange:

  • Full Price items: 100 days from date of purchase - NB: All shipping to and from our store are at your expense.
  • Sale or Clearance items: 7 days from date of purchase NB: All shipping to and from our store are at your 

Please note that for an exchange, the returned items must be in their original condition, complete with all labels and packaging. 

Incorrect, Faulty or Damaged items:

If you receive an item that is not what you ordered, is damaged or you believe is faulty, please give us a call on 
 (02) 9972-0061 or email us at orders@kellyscamping.com.au with photos of the fault/damage and a description as to what has happened. We will assess it ourselves, and get in contact with the corresponding supplier or manufacturer, if necessary. We will then call and/or email you within 24 hours with the best course of action; be it a replacement, repair, refund or return back to you. If for any reason you don't hear from us within 24 hours, please give us a call or email and we will have it resolved as quickly as possible.

Where goods are deemed as faulty or if you have been sent the wrong product, Kelly's Camping will arrange the retrieval/shipment of your goods at no cost to you. 

Refunds:
If the item is being refunded, we will process this via our internet banking and you will receive an email with a remittance for the transaction. Please allow 2-5 business days for the refund to show in your account, as it can take a few days for the bank to process the transaction. 
 

Return Address:
Online Returns
www.kellyscamping.com.au
830 Pittwater Road
Dee Why NSW 2099
Phone: 
 (02) 9972 0061
(NB: Please include your Full Name, Phone Number and Order Number, so that we can identify which order it is for).

Consumer Rights:

‘Many of our products come with a guarantee or warranty from the manufacturer.
In
addition, they come with guarantees that cannot be excluded under the Australian
Consumer Law.
You are entitled to a replacement or refund for a major failure and
compensation for any other reasonably foreseeable loss or damage.
You are entitled to
have the goods repaired or replaced if the goods fail to be of acceptable quality and the
failure does not amount to a major failure.
Full details of your consumer rights may be
found at www.consumerlaw.gov.au.’
 

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How do I add to the shopping cart?
From the product list select the product you require by clicking either it's thumbnail image or the "Add to Cart" / "See buying options" button. You will be taken to the selected products main description page.
To then add that product to your cart click the red "Add to cart" button to the right of the main product image. A pop up box will appear informing you that the item has been added to your cart and will give you the option to either continue shopping or checkout.
If a product has a colour, size or style choice a drop down box to the right of the main image will appear prior to the "Add to cart" button. Once you have selected your prefered option the "Add to cart" button will then appear.

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How do I know my item has been added to the shopping cart?
You can check the contents of your cart at any time by clicking the highlighted "in your cart" section at the top right of the page. A drop down box will appear giving a summary of your cart contents. To get a more detailed overview of your shopping cart click on the red "Checkout" button at the bottom of the drop down box to be taken to your cart.

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How do I get to the checkout?
Once you have selected all the items you want to purchase click on the highlighted "in your cart" section at the top right of the page. A drop down box will appear showing a summary of the contents of you cart. Click on the red "Checkout" button at the bottom of this drop down list. You will be taken to your shopping cart. To checkout click on the red "Checkout now" buttons located at the top and bottom right hand side of the shopping cart page. This will take you to the secure checkout area for completion of the purchase.

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How do I edit my items?
Click on the highlighted "in your cart" section at the top right of the page. A drop down box will appear with a summary of your cart. Here you can delete items from your cart by clicking the "x" located to the right of each product. For more editting options click the "Checkout" button at the bottom of this drop down box to be taken to your cart. Here you can edit quantities or delete products by entering new quantities in the "Qty" box or deleting using the red dustbin button, both of which are located to the right of each product in the cart. Once you have made the changes you require click the "Update my changes" button.

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How do I check the shipping cost on my items?
First add the items to your cart you wish to find shipping costs for, then click on the highlighted "in your cart" section at the top right of the page. A drop down box will appear showing a summary of the contents of you cart. Click on the red "Checkout" button at the bottom of this drop down list. You will be taken to your shopping cart.
The shipping calculator is located at the bottom left of the shopping cart page. Select the country and postcode to where you wish the item(s) to be shipped and click the "Calculate Shipping" button. A range of shipping options with associated costs will appear on the right of the page, opposite the shipping calculator. You can then select your desired shipping method and decide whether to proceed and complete the purchase.

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How do I know my order has been received?
Once an order is received to the site owners administration, you will receive an order confirmation email to the address you entered during the sites secure checkout.
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How do I track my order? Has it been shipped?
You can check the status of your order by clicking the "Track Order" section at the bottom left of the page and entering the required information or by logging in to your account via the "Sign In" link in the top menu and viewing your order history.
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My order never arrived
Please contact the site owner via the "Contact Us" page if your order has not been received within the time originally stated in the checkout or what you deem to be reasonable.
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An item is missing from my shipment.
Please contact the site owner via the "Contact Us" page if your order is incomplete or incorrect.
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When will my backorder arrive?
Your item will be received within the time frame recommended on the product page of the item when it was purchased. If the item is later than expected, please contact the site owner via the "Contact Us" page.
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How do I create an account?
Click the "Sign In" button in the top menu. You will be taken to the "My Account" page. On the right hand side fill in the "Create an Account" form and click the "Register and Continue" button beneath. Once you have created the account, you can use this for future purchases where the items you place in your basket will be remembered even if you leave this online store and come back later.

If you are a member with a discount for all purchases, you will need to log in first to ensure the discount is applied to your purchase.
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I forgot my password/username.
Click the "Sign In" button in the menu at the top of the page. You will be taken to the "My Account" page. Beneath the Log In section it says "Having Trouble Logging In?". Here you can select to either retrieve your username or password. You will be asked for an email address and the required details associated with that address will be emailed to you.
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Do you ship to my country?

Once you have added items to your Shopping Cart go to the Shopping Cart page by clicking the highlighted "in your cart" section at the top right hand side of the page followed by the "Checkout" button. On the left hand side of the page beneath the list of items in your Cart you will see a section called "Shipping Calculator". In the top drop down box of this section there is a list of all the countries that we are able to ship to.
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What are my payment choices?
Payment options will be listed on the third page of the secure checkout. At the base of the page there will be a drop down list to choose your preferred method.
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When will my order ship and what are my shipping charges?

First add the items to your cart you wish to find shipping costs for. Locate the Shopping Cart at the top right hand side of the screen. Click on the highlighted "in your cart" section a drop down will appear showing the contents of your cart. At the bottom of the drop down box click the "Checkout" button and you will be taken to your Shopping Cart page. On the left hand side underneath the list of items in your Shopping Cart there is a section called "Shipping Calculator". Select the country and postcode the item will be shipped to and click on the "Calculate Shipping" button. On the right hand side of the page beneath your subtotal a range of shipping options will appear with their associated cost. Select your desired shipping method the cost of which will be added to your total. You can then decide whether to proceed and complete the purchase.

As long as your item is in stock we will usually ship it within 48 hours of you placing your order.

Please be aware that during the Christmas holiday period you may experience some delivery delays. To ensure that you receive your gear before Christmas Day please purchase as early as possible.
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Price
All prices shopping cart are guaranteed to be fair and accurate in our industry market, they will not alter from the time of your purchase to the time you are charged.
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Privacy Policy
We will not sell, share, or rent this information to others. This site collects information from our users at several different points on our website.
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Security
This shopping cart has 128bit Secure Socket Layer protection, the highest level protection for internet sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your internet browser.
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I have a question on my charges.
Please contact the site owner via the "Contact Us" page if you have any questions regarding your order.
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I need a copy of my receipt/invoice
If your invoice receipt has not been received, please contact the site owner via the "Contact Us" page to have one sent to you.
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When will my credit card be charged?
Your credit card is charged immediately on purchase. If your card can not be charged, the order goods you ordered will not be sent. If an order goes through without payment in full, we will get in contact with you as soon as possible to rectify this.
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How do I find my product?
There are three ways to find the item you are looking for. 1) Browse through the store's categories. 2) Use the search tool to find the item through keywords. 3) Browse by brand.
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How do I contact you?
You can contact the owners of this shopping cart via the "Contact Us" page located in the storefront.
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