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More Shipping Information

Order Tracking

Orders to Australian destinations are shipped by Australia Post e-parcel post, express post delivery or most suitable courier for your location. Online tracking is available in most instances and can be chosen at checkout. Large items are often sent by other carriers who will get your products there as fast and safely as possible.

Care and Handling

Items are packed with durable strength packaging to protect the items inside on the journey to you. All items are checked prior to packing and handled with great care to ensure that each item is guaranteed to be dispatched in perfect condition. Offtrack is not directly liable for any loss, theft, or damage to any goods whilst in transit.

Delivery Delays

If a product needs to be placed on back order to fulfil your request we will notify you by email if we believe dispatch will exceed normal freight times. We endeavour to process and dispatch orders promptly and efficiently and almost always dispatch within 1 to 2 days. The shipping time frames provided on this website indicate approximate shipping times only – they are not guaranteed delivery times. Offtrack cannot be held responsible for delays in parcels arriving at their destinations.

Change of Address

The shipping address for your order is shown at checkout, on your order confirmation and shipping confirmation emails.  In the event that an incorrect address was entered, address changes can only be made prior to dispatch. Offtrack cannot accommodate all address change requests, but we’ll try.

Offtrack takes no responsibility for orders shipped to an incorrect or invalid address and is not liable for any loss associated.

Authority to Leave Without Signature

If you have selected ‘true’ for this option then our freight provider will not require a signature to leave your order at the delivery address. By selecting this option Offtrack waives all responsibility for your order once it has been delivered.  Once our freight providers confirm delivery, your order is your responsibility and no claims can be made against Offtrack so please use this option at your own risk.



Change of mind

Before you return items please contact us via email at It may be that with our experience we can resolve your problem or make helpful suggestions.

If you’re not completely happy with the product you have purchased and it is still in new condition and was not a clearance item you are welcome to return most products to us within 45 days of the original purchase. We’ll be happy to exchange it for a different size or even a completely different product (if it’s in stock), or you are entitled to a refund on the purchase price (excluding freight).

The Following Conditions Apply to all Change of Mind Returns and Exchanges

  • All returns and exchanges must be received by us within 45 calendar days of purchase

  • Product must be returned with proof of purchase, preferably a copy of the original receipt as purchased from Offtrack

  • Please enclose contact details with the return parcel. Telephone AND email by preference.

  • Product must be resaleable; i.e. in new, unused condition, with all its tags and be in its original packaging

  • Due to safety restrictions, we cannot accept returns of  helmets, climbing, rope sports or safety equipment

  • Due to health and hygiene reasons, we cannot accept returns of underwear and swimwear

  • Gift cards, promo codes and sales promo prices cannot be applied to exchanges

  • Returns of specially ordered products, custom made, bulk quantity or corporate special orders can only be exchanged or refunded at Offtrack’s discretion and may incur restocking charges

  • Clearance items are not accepted for ‘change of mind’ returns and exchanges. This policy applies for online purchases as well as any purchases made in person at a show or institution

  • Offtrack is not responsible for any postage, freight, or other costs associated with returning goods

  • Offtrack reserves the right to reject any returns that don’t adhere to our returns policy

  • Sorry, but we do not process warranties for items not purchased from us. We suggest you contact the place of purchase

Faulty, Damaged or Not Fit For Purpose Goods

What happens with a warranty claim: First we assess it to see if it is a valid claim. If it is we arrange repair or replacement. Note we believe from an environmental point of view it is preferable to repair items if this can be done satisfactorily. All repairs are done by an independent professional to ensure quality demands are met. We hope that you agree with this policy. Some items of course must be replaced. We will discuss this with you before a decision is made.

As a consumer, you benefit from statutory consumer guarantees in respect of items purchased from Offtrack. Offtrack will always honour its obligations under consumer guarantees in accordance with Australian consumer law.

If you have any problem with a product that:

  • You believe is defective or faulty

  • Does not match the description or sample provided

  • Is not fit for purpose advertised

you can return it to us for assessment. Subject to that assessment we will offer a full refund (excluding freight where obliged), replacement, repair (if we consider the defect to be minor) or exchange. Please note that sometimes our assessment will include consultation with the manufacturer which can take some time.

If you believe you have received products that are faulty, damaged, or not fit for the purpose advertised, please contact us via and we will help you through the process of returning the item to us for assessment.  

What is covered by a warranty?: Faulty materials and workmanship.

What is not covered?: Failures due to normal wear & tear, negligence and acts of nature.

Secondhand, Ex-hire and Demo Returns or Exchanges

Offtrack will not accept for return or exchange any goods which when sold were second hand, ex-hire, factory seconds or demo stock. These goods are sold without warranty of any kind.




Don’t hesitate to get in touch with us regarding anything at all.

The best way to reach us is email: or alternatively give us a call on 1300 279 959.

If you have a question you wish to discuss over the phone then please email us requesting a call back, one of the team will get straight back to you. Due to being a small business we are often mobile or meeting with clients so we would prefer to get one of our experienced team to call you when they’re in a position to best service your needs.

In Person

Offtrack operates as a mobile business traveling around Victoria consulting with institutions and customers. We will do our best to cater for anyones request to meet in person. We utilise a showroom upon appointment only in the eastern suburbs of Melbourne or Geelong.

Shipping Address

26B Research Drive, Croydon South, Victoria 3136

This is not a store front open to the public




Changes to terms

Because of frequent changes in Internet technology and applicable law we reserve the right to make changes to these Terms and Conditions at any time that technology and legal changes require. You should check these Terms and Conditions regularly for such changes.

Changes to Products and Prices

We and any other persons involved in the management of this website may make changes in the products and prices described, and to other content of this website, at any time without notice.

We make every effort to ensure that product descriptions on our website are accurate. However some inaccuracies, typographical errors or misinterpretations may occur. We reserve the right to correct such inaccuracies or typographical errors as they are identified.

All depictions contained on the website are for illustration purposes only.

Intellectual Property Rights

Material contained on this website is protected by copyright. You may only use this website for your personal and non-commercial purposes. Except to the extent permitted by relevant copyright legislation, you must not use, copy, modify, transmit, store, publish or distribute any material on this web site or create any other material using material on this website, without obtaining our prior written consent.

Registered trade marks and logos must not be used or modified in any way without obtaining the prior written consent of the trade mark or logo owner.

The website, products, technology and processes contained in this website may be the subject of other intellectual property rights owned by third parties. No license is granted in respect of those intellectual property rights other than as set out in these Terms and Conditions. Your use of this website and material on it must not in any way infringe the intellectual property rights of any person.

Internet Communications

When you visit our website or send e-mails to us, you are communicating with us electronically. By using the website we and you consent to receiving communications electronically. We will communicate with you by e-mail or by posting notices on this website. We and you agree that all electronic communications between us of agreements, notices, disclosures or other information satisfy any legal requirement that such communications be in writing.

The nature of Internet communications means that communications may be susceptible to data corruption, interception and delays and you agree that unless proven otherwise we are not responsible for any such occurrence.

This website may:

  • Store one or more cookies in your browser in order to improve service for you on your subsequent visits to this website;

  • Request your browser to transmit this data back to the web server; or

  • Request your browser to transmit a cookie that has been stored on your browser by another site within the same internet domain.

Cookies are small pieces of data stored on the web browser on your computer. By using cookies, web sites can track information about visitors’ use of the site and provide customised content. Most web browsers can be configured to notify the user when a cookie is received, allowing you to either accept or reject it. You may also inspect the cookies stored by your web browser and remove any that you do not want.
If you disable the use of cookies on your web browser or remove or reject specific cookies from this website or linked sites, then you may not be able to gain access to all the content and facilities of this website.


Credit Cards

Credit card payments are processed through Square and care will be shown to ensure your details and privacy are protected to the best of our ability.


We accept payment via PayPal, please follow the prompts at checkout.

Bank Transfer & Phone Orders

We are more than happy to facilitate these payments. Contact us.

You must retain your tax invoice as proof of purchase.

Contract of Sale

These terms together with your order constitute the entire contract between you and us for the supply of products. No other terms will apply except where terms may be implied by law. The contract cannot be varied unless we agree to vary it in writing or by email.

Ordering Product

We retain discretion to cancel orders if our processes identify any attempt at fraud or for any other legitimate reason.

If for any reason we cannot process or accept your order after payment is received, we will contact you by email or telephone to determine your requirements for the reimbursement of money paid.



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