Australian Made and Owned | Shingleback Racks

Built tough, 100% Aussie

dedicated Customer Service Team

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Shipping & Returns

Our Courier Service

Shingleback Off Road delivers all Australian orders via courier, with the exception of smaller items which are dispatched through Australia Post. While we take extensive care in packaging your order, please note that once the shipment is collected, delivery timeframes are outside our direct control. We aim to dispatch orders within 5 to 7 business days of receiving payment, though this may vary during peak periods.

Please note: Shingleback Off Road is closed on weekends and public holidays; no orders are dispatched during these times.

Authority to Leave

Your shipment is defaulted to authority to leave (ATL) in our system. This means the Direct Freight delivery driver may leave your order at your address without obtaining a signature. Please refer to the Direct Freight FAQ here for more information

If you do not provide the “Authority to Leave” the shipment:

  • You must state this in the order notes during checkout. The ATL is the current default position of the courier we use so it is important that we see this information.
  • If you do not provide the “Authority to Leave” and you are not present at the time of delivery, you will be notified and you will be required to contact the courier to arrange collection.
Track Your Delivery

To help you monitor your delivery, we provide a tracking number for every shipment. Once received, we encourage you to track your order via the freight company’s website. In the unlikely event a parcel is not delivered, our team is here to support you.

For small items sent via Australia Post, you will receive delivery updates directly via email.

Free Shipping

Free shipping applies to all orders within Australia of racks, accessories and spare parts listed on our website.

Repair, Replacement or Refund Policy

At Shingleback Off Road we work hard to provide customers with the highest quality in both the workmanship of our products and in our customer service. We want to ensure that you are satisfied with your Shingleback Off Road purchase.

Along with our 10 year warranty, Shingleback Off Road offers customers a Consumer warranty for Repair, Replacement or Refund in accordance with the requirements of the Australian Consumer Law.

Customers are required to notify Shingleback Off Road of any problems with products within 30 days of receiving the order.

Repair or Replace

Shingleback Off Road will offer to repair or replace: 

  • the problem with the product can be repaired either by Shingleback Off Road or a business local to the customer. In the instance of repairs completed by another business, Shingleback Off Road will cover the agreed costs associated with rectifying the problem.
    Please contact us before arranging any repairs to our products.
  • the product will be replaced if it is substantially unfit for its normal purpose and cannot be made fit within a reasonable time. All reasonable costs associated with returning the product to Shingleback Off Road will be covered by Shingleback Off Road.
Refunds

Shingleback Off Road will offer a refund when:

  • the product is significantly different from the description, sample or demonstration model shown on our website and social media platforms.
  • the product or service supplied is substantially unfit for its normal purpose and cannot be made fit within a reasonable time.
    (Please note: Proof of purchase is required for all repair, replacement or refund claims. Proof of purchase includes a copy of your email receipt, bank or credit card statement.)

We may withhold any refund until we have received and inspected the returned goods.

Returns Policy - Change of Mind

In some cases we may accept returns for change of mind if:

  • you request the return within 30 days of delivery or collection.
  • the goods are unused, undamaged, unmodified and in new saleable condition.
  • the goods are returned with all original packaging, parts, accessories, manuals, instructions and other items supplied with the goods.
  • you pay all return freight, insurance, packaging and handling costs.
  • we have approved the return in writing before the goods are returned.

Please note that we may deduct a restocking fee for any returned goods.

Please read the full Sale of Goods T&Cs here. If you have any queries about our Sale of Goods Terms and Conditions please contact us.

Exceptions to Consumer Guarrantees

Consumer guarantees do not apply if:

  • you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
  • the cause of the fault is due to your misuse, overloading, incorrect installation, modification, unauthorised repair, poor maintenance or use of the goods outside their intended design parameters caused the problem.
  • you knew of or were made aware of the faults before you bought the product (for example purchase of a product sold as “seconds”).
  • you asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.
  • your use of the goods with third party products, parts, accessories, extensions, adaptors or components not approved by Shingleback Off Road.

If you have any queries or complaints about our Repair, Replace or Refund policy please contact us.