Shipping & Returns Policy
Welcome to Pack Raft Australia! We strive to offer reliable shipping and a straightforward returns process so you can explore with confidence. Below are all the details about delivery times, order processing, shipping methods, and returns/exchanges.
Shipping At-a-Glance
Here’s a quick overview of our shipping options, processing times, and delivery estimates:
| Shipping Option | Region | Delivery Time | Processing |
|---|---|---|---|
| Standard (Flat Rate) | Australia | 4–10 business days | In-stock: 1–2 business days |
| Express (Flat Rate) | Australia | 2–5 business days | In-stock: 1–2 business days |
| Standard | New Zealand | 5–9 business days | In-stock: 1–2 business days |
| Express | New Zealand | 3–6 business days | In-stock: 1–2 business days |
| Build-to-Order / Custom | All Regions | 5–8 weeks (seasonal variation) | Production time + 1–2 business days from delivery to PRA Workshop |
| International | Worldwide | Varies by destination | Production time + 1–2 business days from delivery to PRA Workshop |
Shipping General Information
Welcome to Pack Raft Australia! We are committed to providing our customers with the best possible shopping experience. This includes ensuring reliable and efficient shipping of our premium packrafting and outdoor products. Please take a moment to review our shipping policy to understand how we handle the delivery of your orders. Should you have any further questions or concerns, please do not hesitate to contact our customer service team on (03) 9039 6224 or via our contact form.
Delivery Times
1. Estimated Delivery Time: The estimated delivery time will depend on your location, the chosen shipping method, and any unforeseen circumstances. Once your order has been shipped, you will receive a tracking number via email to monitor the progress of your delivery, with an estimated day of delivery.
2. Delivery Delays: Please note that delivery times may be subject to delays caused by external factors, including but not limited to weather conditions and/or disruptions in the shipping carrier's networks.
3. Flat Rate Express shipping: We offer a Flat Rate Express Shipping option at checkout. For Ready to Ship and In Stock items, these will be dispatched within 1-2 business days via the most efficient Express shipping method, as determined by Pack Raft Australia, for your specific delivery address/region. Please note, selecting this shipping option for Built to Order or Custom Order items does not expedite the manufacturing timeframe. When your items are complete/available for dispatch, your order will be sent from Pack Raft Australia’s workshop within 1-2 business days, and dispatched via the most efficient Express shipping method, as determined by Pack Raft Australia, for your specific delivery address/region.
Approximate Delivery times within Australia:
Standard Shipping, the estimated delivery time is 4-10 business days
Express Shipping, the estimated delivery time is 2-5 business days
approximate Delivery time to new zealand:
Standard Shipping, the estimated delivery time is 4-7 business days
Express Shipping, the estimated delivery time is 2-5 business days
approximate Delivery time to new zealand:
Standard Shipping, the estimated delivery time is 5-9 business days
Express Shipping, the estimated delivery time is 3-6 business days
(Delivery times is are an estimate only provided by the postal carries and not guaranteed. Some rural and regional locations may take longer for delivery than the estimates listed above).
Order Processing
1. Order Confirmation: Once you place an order with us, you will receive an order confirmation via email, providing you with the details of your purchase. Please review this information carefully to ensure accuracy. If you do not receive an order confirmation email after placing your order, please check your email spam folder, as on occasion your confirmation may get incorrectly filtered by your email provider. If you still haven’t received an email, shoot us a message on our contact form and we can check to ensure the correct email was used during checkout, and reissue your confirmation if required.
2. Processing Time: We strive to process and ship all orders as quickly as possible. Most orders of In-Stock or Ready to Ship items are processed within 1-2 business days. However, during peak seasons, weekends or public holidays, processing times may be slightly longer. We appreciate your patience during these times.
Orders of Built to Order or Custom Order items will indicate an Estimated Delivery Timeframe on the product listing. We aim to keep these estimates as accurate as possible throughout the year. On occasion your order may be delivered outside the estimate, due to external factors, adverse weather events or supply chain delays. Should we receive notification of any significant delays with your Built to Order or Custom Order items, we will advise you ASAP if applicable.
If you order both Built to Order/Custom Order and In Stock/Ready to Ship items, your order will be dispatched together once all items are available for dispatch. Should you require your Ready to Ship or In Stock items to be dispatched ASAP, please add a note at the time of ordering requesting this.
3. Order Modifications or Cancellations: We understand that circumstances may change, and you may need to modify or cancel your order. If you need to make any changes, please contact us as soon as possible. We cannot guarantee that we will be able to modify or cancel your order once it has been processed and/or shipped.
Orders of Built to Order or Custom Order cannot be changed once your items go into production. If you have made a mistake at the time of ordering and need to modify or change anything, you must contact us ASAP and we will endeavour to assist with your order change request.
Shipping Methods
1. Domestic Shipping: We offer shipping within Australia for all our products. We partner with reputable shipping carriers, to ensure that your order is delivered safely and promptly. The chosen carrier method for your order will be at the sole discretion of Pack Raft Australia. All orders with a value over $150AUD are sent with Signature on Delivery services.
Shipping costs will be calculated based on the weight and dimensions of the items in your order, with Flat Rate Standard and Flat Rate Express delivery options available. We ship items with reputable carriers, for efficient and secure delivery of your order. We avoid shipping orders with cheaper, less reputable carriers, and don’t build “Free Shipping” into the pricing of our goods. The shipping fee calculated at the checkout represents the actual cost to ship your order with reputable services. You can review the shipping cost at the checkout page before completing your purchase.
2. Domestic Delivery to PO Boxes: At Pack Raft Australia, we rely on Australia Post for efficient and secure delivery of our customer orders to PO Boxes. Australia Post ensures our customers receive their packrafting gear in a timely and convenient manner, with collection from your local Australia Post outlet available. Their extensive network and expertise guarantee the safe delivery of orders to PO Boxes, allowing our customers to embark on their packrafting adventures without any delays.
2. International Shipping: At this time, we offer international shipping options to New Zealand and USA only through our website, and ship items with Australia Post/EMS services. For customers outside Australia, New Zealand, USA, we apologize for any inconvenience this may cause and appreciate your understanding. However, we do encourage international customers to reach out to discuss potential alternatives or explore opportunities for shipment through third-party services. Where an international parcel’s delivery is attempted to the recipient, but unclaimed/undeliverable and returned to sender, we will refund the purchase cost of the item’s ordered, less shipping costs once the parcel has been returned to us. Where there is an error on our part (incorrect address not matching order details), we will refund the item/s purchase cost + shipping costs.
Delivery Times & Delayed Parcels
Delivery times are estimates only. We use trusted third-party carriers (e.g., Australia Post). Transit times can vary due to factors outside our control (weather, peak season volumes, customs, remote areas). We aim to provide clear estimates, but we can’t guarantee a specific delivery date. Your rights under Australian Consumer Law are not affected.
When is an order considered late?
If your parcel hasn’t arrived within 2 business days after the last day of the carrier’s estimated window (e.g., a 4–10 business day estimate = contact us on day 13 after dispatch), please let us know so we can begin an investigation.
Quick checks before you contact us
- Check the tracking page for the most recent scan or attempted delivery card.
- Confirm your delivery address and any “Authority to Leave/Safe Drop” instructions.
- Look in safe places and with neighbours/household; check building mailroom/reception.
- If tracking shows “Available for collection,” visit the named Post Office / pickup point.
How investigations work
- Email us at Hello@packraftaustralia.com.au with your order number and a brief description of the issue.
- We’ll lodge a formal enquiry with the carrier and keep you updated. Carriers may require a short wait before a case can be opened and another period to investigate (timeframes vary by service and destination).
- During the investigation window, we generally can’t issue a refund or replacement until the carrier confirms the outcome or the case times out, in line with their process.
Lost parcels (no delivery)
If the carrier confirms the parcel as lost (or the investigation closes with no delivery), we will replace or refund the order. If an item is out of stock or a Build-to-Order product, we’ll provide the next available ETA or offer a refund.
Marked “Delivered” but can’t locate it
If tracking shows Delivered but you can’t find the parcel:
- Complete the quick checks above, then contact us to start an investigation.
- If “Authority to Leave”/Safe Drop was used, the carrier’s investigation will determine next steps. We’ll advocate on your behalf, but a replacement/refund depends on the carrier’s findings and any insurance coverage.
Peak periods & remote areas
Allow extra time during holiday periods, severe weather events, and to remote/regional addresses. For current service impacts, see Australia Post service updates.
Build-to-Order timing: add the quoted production time plus 1–2 business days processing at the PRA Workshop before courier transit begins. Express services speed up the courier leg only.
Returns & Exchanges
We want you to feel confident in your purchase. If your order isn’t quite right, our returns policy makes it simple to exchange or refund within the guidelines below.
Returns at-a-Glance
| Item Type | Return Window | Condition | Build-to-Order | Change of Mind | Restocking Fee | Return Shipping |
|---|---|---|---|---|---|---|
| Standard Gear | 30 days from purchase date | Unused, original packaging, resalable | N/A | Accepted within 30 days | None | Customer pays (unless faulty) |
| Packrafts | 30 days from purchase date (no returns after 30 days) | Unused, original new condition incl. all accessories & tags | No returns once submitted (unless faulty/warranty) | Accepted within 30 days | $100 (change-of-mind) | Customer pays (unless faulty) |
Faulty or damaged items are handled in line with Australian Consumer Law. Start a return by emailing Hello@packraftaustralia.com.au.
Quick Reference — Packraft Returns
- Return window: 30 days from purchase date
- Build-to-Order: No returns once order is submitted (unless faulty or warranty issue)
- Change of mind: Accepted within 30 days, subject to $100 restocking fee (customer pays return shipping)
- Condition: Must be unused, in original new condition, with all accessories and product tags
- After 30 days: No returns accepted
Eligibility
- Returns accepted within 30 days from purchase date.
- Products must be unused, in original packaging, and in resalable condition.
- Proof of purchase (order confirmation or receipt) is required.
- Exclusions: Clearance Sale Items, gift cards, and custom Build-to-Order products (unless faulty or covered under warranty) are not eligible for return.
- Packraft Returns:
- No returns for Build-to-Order Packrafts once an order is submitted (unless faulty or warranty issue).
- Change-of-mind returns within 30 days incur a $100 restocking fee. Customer is responsible for return shipping.
- Packrafts must be unused and in original new condition, including all accessories and product tags.
- No returns after 30 days from purchase.
How to Start a Return
- Email us at Hello@packraftaustralia.com.au with your order number and reason for return.
- We’ll provide return instructions and a return authorisation number.
- Pack the item securely and include your details inside the parcel.
- Ship to the address provided in our return instructions.
Please do not return items without prior authorisation, as they may not be accepted.
Refunds
- Refunds are processed back to your original payment method.
- Please allow 5–7 business days after we receive your return for funds to clear.
- Shipping fees are non-refundable, unless the return is due to our error or a faulty product.
Exchanges
- Exchanges are subject to stock availability.
- If the requested item is unavailable, we’ll issue a refund instead.
- Customers are responsible for return postage; we cover the cost of shipping the replacement to you.
Faulty or Damaged Items
If your product arrives damaged or develops a fault within a reasonable period, we’ll organise a replacement, repair, or refund in line with Australian Consumer Law.
- Contact us immediately with your order details and photos of the issue.
- We’ll advise the next steps and cover return shipping for faulty items.
Returns FAQs
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Can I return a Build-to-Order Packraft?
No — Build-to-Order Packrafts cannot be returned once an order is submitted, unless faulty or covered by warranty.
What is the restocking fee for Packraft returns?
Change-of-mind Packraft returns within 30 days incur a $100 restocking fee, and the customer is responsible for return shipping.
How will I know when you’ve received my return?
We’ll email you once your return has been processed, including details of your refund or exchange.
Exceptions & Limitations
Please note the following exceptions apply to our Shipping & Returns Policy:
- Final Sale / Closeout Items: These are sold at heavily discounted prices as final sale. No returns, refunds, or exchanges for change of mind.
- Gift Cards: Non-refundable and cannot be exchanged.
- Used or Damaged Goods: Items must be returned unused, in original packaging, and in resalable condition. Products showing signs of wear, alteration, or damage not caused by Pack Raft Australia will not be accepted.
- Custom / Build-to-Order Items: Once production has commenced, cancellations or returns are not possible unless covered under warranty or consumer law.
- Demo & Ex-Demo Gear: Sold “as is” with condition and included accessories clearly listed in the product description. Standard warranties apply unless otherwise stated.
If you are unsure whether your item qualifies for return, please contact us before sending it back.