If you have any problems with using the website travelgear.com.au or suggestions about products that you would like us to stock or suggested improvements to this website please contact Tim by email at [email protected]
All customer enquires please direct to [email protected] or (03) 9028 8121
Like to come to see us in person? Sure, but please make an appointment first.
Ordering through travelgear.com.au is similar to most other online stores.
Simply browse through our range of products and click on the ADD ONE TO BASKET button when you see something that you want. This is similar to putting something in a shopping basket in a real-life store. You can continue shopping by clicking the menu at the side of the page for the department you want to shop in.
While you are browsing you may check the contents of your shopping basket at any time when you click on VIEW BASKET link at the top of the screen.
Click on VIEW BASKET at the top of the screen when you are ready to finalise your order and click PROCEED TO CHECKOUT. You can choose whether to create an account or check out as a guest. Creating an account lets you save your details for next time, log in to check your order status and edit your details. Just follow the directions and enter your payment and shipping details and your order will be sent to us through our secure server.
Travelgear.com.au uses a secure server with industry standard 128bit encryption utilising SSL (Secure Sockets Layer)technology.
When you enter your credit card details you should notice that the "http" in the URL is changed to "https" to indicate that your data is encrypted. A small icon resembling a closed padlock should also appear at the bottom of your browser window.
After your credit card details have been entered, this information is processed by eWay who perform the credit check and pass the details on to our bank. EWay use highest level of encryption possible and they are used by Australia's largest ecommerce websites.
These security precautions ensure that your order at travelgear.com.au is as secure as any other reputable merchant on the Internet. Shopping on the internet is often way more secure than handing your credit card over at restaurants or petrol stations!
Payment can be made by credit cards, PayPal or Bank Deposit ; We accept VISA, MasterCard or American Express cards, all with no extra charges or fees.
You may also pay by direct deposit into our bank account. Please use your name in the payment description. Using direct deposit may delay sending your order by two days while payment is verified, although most banks process the transaction within a day.
The travelgear.com.au credit card guarantee
Your bank should not hold you liable for more than $50 of a fraudulent transaction. In the event of unauthorised use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
In the extremely unlikely event of unauthorised use of your credit card while using our secure server, travelgear.com.au will refund the $50 that isn't covered by your bank.
In more than 19 years of operation, we have never needed to use this guarantee.
Refer to our delivery information page for details of delivery costs and times.
Travelgear.com.au ships worldwide. Ordering from us is just like ordering from a local web site except for the following:
Our prices are quoted in Australian dollars. You can check approximate exchange rates online at www.oanda.com.
If you are ordering from a country that is considered a high risk for credit card fraud our security department will contact you to verify your order. In some cases we may ask you to send us proof of your address and we may not be able to accept orders where you provide an email address from a free email service such as Yahoo! or Hotmail. This is generally not an issue if you are ordering from New Zealand, North America or most countries in Western Europe.
Clothing sizes are different throughout the world. Make sure that you check your size before ordering. Where possible we provide a chart showing the differences between international sizes as well as the equivalent sizing in both inches and centimetres. Bear in mind that Australian shoe sizes are slightly wider than American sizes.
You are welcome to phone or email us anytime. It's cheap to call Australia from most countries, but we prefer calls between 9am and 6pm Australian Eastern Standard Time. We are in the time zone of Melbourne and Sydney, (AEST).
Australian law applies to all transactions on this website.
We try to keep our prices low. If you've seen a price on the same item cheaper on an Australian website with free shipping and the item is in stock, just give us an email, we will try to match the price for you. The item must be in stock and available to ship to an Australian address.
If you do happen to receive a faulty product (most unlikely) please contact us for instructions on returning the item. We will of course replace or refund the item, and credit you with the return shipping costs, plus pay the shipping on the replacement item.
You may return most new, unopened items within 30 days of delivery for a full refund of purchase price. If you have ordered the wrong size, or just changed your mind, we will issue a credit for the goods only; but not any return shipping costs. The goods must be in new condition and returned by air mail. The credit will be issued on receipt of the returned goods. Credits may take a few days to show in your account.
Due to health regulations we cannot accept some items (like underwear) for return (unless faulty).
Please contact us by email or phone to authorize the return. Please call us at travelgear on (03) 9028 8121 or email [email protected]
How we use your details
When you place an order we take your name, address and credit card details. This information will be shared by third-parties for the sole purpose of processing and shipping your order in the following manner:
Your credit card details are processed by eWay, PayPal or Square. These companies use your credit card details to process your payment. They use your email address to send you a credit card payment confirmation email. This information is processed securely and we never see your credit card details.
Your address is shared with our shipping partners (Australia Post, Sendle and Toll DX Express). This information is used for the sole purpose of delivering your order. We also share your email address with Sendle, which is used for the purpose of sending you order shipment, tracking and delivery confirmation email.
We do send a follow up email requesting a review. This email is sent by Yotpo, who manage the reviews on our website. If you are willing, we would love to hear your reviews, as they help both us and your fellow travellers form opinions. We love to hear your feedback anytime – please email [email protected]
Your contact and invoice details are stored in Xero (our accounting software) for the purposes of complying with record keeping requirements mandated by the Australian Government and the Australian Taxation Office.
You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers’ respective websites.
Third-party privacy policies
It is necessary to share some details with third parties for the purpose of processing your order and operating our business. You may find a complete list of these Privacy Policies and their links here:
Your rights to your data
Due to a limitation of our accounting software (Xero) a handful of customer's orders are not compliant with GDPR regulations. For this reason we are unable to ship any orders to customers in the European Union until Xero update their software to become GDPR compliant.
In order to provide the best customer service we keep details about our customers in notes attached to their invoices in our accounting package, Xero. In most instances there is no personally identifiable data contained in these notes, but in a handful of cases where a customer has purchased a large number of sim cards for use by multiple people we make a note of each end user and details about their sim cards to ensure that each sim card is activated correctly and on the correct date. Under GDPR regulations we should be able to edit or delete this information after the sim cards have been activated so there is no personally identifiable data in our records, however the accounting program we use (Xero) prohibits this data from being edited or deleted.
In all other aspects your data is fully compliant with GDPR regulations, regardless of where you live.
With the exception of the case noted above, you have all the rights to your data as laid out by the European Union’s GDPR (General Data Protection Regulation). This pertains to the name, email address, billing address and shipping address you may give us when you purchase from us and when writing a review on our site.
In short your rights to your data are as follows:
Your right of rectification You have the right to update any details we hold about you. Did you spell your name wrong? Has your name or contact details changed? Just let us know and we will update your details.
Your right to erasure (your right to be forgotten) Basically your personal details are not permanent if you don’t want it to be. If you want your details removed from our system just let us know and we will remove them. Also, let us know if you want us to remove any product reviews you have written or if you would like us to change the name that appears next to your review. It’s up to you.
Your right to data portability You have the right to do what you want with your own data. While we maintain copyright of our content on this website, any reviews you write remain your own data.
Your rights of automated decision making and profiling We don’t do anything like this with your data so there is nothing to be concerned with.
In short: if you don’t want your name or address details in our system just let us know and we will fix this (as long as we still comply with the Australian Taxation Office’s record keeping requirements). Likewise, if you no longer want your product reviews on our site, just let us know and we will remove them for you or alternately change the name associated with your review so it is no longer personally identifiable to you.
There are a couple of things that need to be mentioned, specifically because some aspects of our website are not controlled by ourselves. Our partners are compliant with GDPR, which means that you still have all the above rights and in any case we have access to delete and update your personal details. Specifically:
Our online store uses the Bigcommerce shopping cart platform, which keeps a record of all customers. However, we can edit these details and change or remove any personally identifiable details so they are no longer kept in our system.
Our accounts are managed using Xero and your contact details are kept in Xero and used to create a tax invoice for your records. If you prefer, we can change the name on the invoice to something generic such as customer201805181234. However, we cannot edit or delete the contents of any notes attached to any invoices (although the vast majority – over 99.9% – of notes do not contain any personally identifiable information).
Any product review you write is displayed on our site using Yotpo. Yotpo are GDPR compliant and we have access to delete reviews and edit your displayed name.
Your personal details including your name, address and (depending on the delivery service: your email and phone number) will be supplied to the postal or courier company that completes delivery of your order. It is essential that the correct details are in the system in order to post your order to the correct address, if you wish, after the order has been despatched we can edit these details so it is no longer personally identifiable. Just let us know if you would like us to do this for you.