Customer Service

Payment Methods

We accept:

• Visa, Mastercard, American Express and Union Pay
• Apple Pay, Google Pay and Shop Pay
• PayPal
• Afterpay and Zip
• Direct deposit

You'll see every option available to you at checkout.

Security

Your payment is processed by Shopify Payments, the same platform that runs our store. Your card details go straight to them. We never see them and we don't store them.

Shopify is certified PCI DSS Level 1, the highest level of the payment card industry security standard. Every page on our site is served over a secure, encrypted connection.

If you pay with PayPal, Afterpay or Zip, your details are handled by that provider under their own security standards.

Direct Deposit

If you'd prefer to pay by bank transfer:

Bank: Commonwealth Bank of Australia
Account name: VIC OFFROAD PTY LTD
BSB: 06 3571
Account number: 1035 4303
Reference: your order number

Please use your order number as the reference so we can match your payment. We dispatch once the payment clears.

Shipping Costs and Zones

Our shipping costs vary by product type and your postcode. Most products fall into one of these tiers:

• Free shipping for most of Australia. Select items ship free to all major metro areas and most regional areas. A small fee may apply to Darwin and remote islands.
• Free shipping for most metro areas. Select items ship free to major metro postcodes such as Sydney, Melbourne, Brisbane, Adelaide and Canberra. Other postcodes carry a fee, varying by location.
• Standard shipping Australia-wide. Light to mid-weight items ship across Australia. A shipping fee applies, varying by postcode.
• Bulky freight. Large or heavy items ship via freight carrier. A freight fee applies, varying by distance.

Use the shipping calculator on any product page or at checkout to see your exact rate. The calculator includes the product you're viewing plus everything else already in your cart.

Express Shipping

Express shipping is available as a paid upgrade at checkout on eligible products. Eligibility depends on the product type and your postcode. If Express is available, you'll see the option at checkout.

Dispatch

We send your order within 1 business day after payment clears.

To avoid delays:

• Double-check your shipping address before paying.
• Provide a contact number and email you can answer in case the carrier needs to reach you.

Address changes and order cancellations aren't possible once payment is made. If you need to return an item after delivery, see our Returns policy.

Delivery Times

Most orders arrive in 2 to 12 business days, depending on your location and the product. Items are sent via Australia Post or courier based on size and weight.

Bulky freight to remote locations (such as Darwin, regional WA, far north QLD) may take longer than the standard window.

We'll email you a tracking number once your order is on the way.

Australia Post Deliveries

• You'll receive a confirmation email with a tracking number.
• If you're not home during business hours (9am to 5pm), you'll get a card for collection from your local depot. A signature and valid photo ID are required at collection.
• A re-delivery fee applies for items returned to our warehouse due to an incorrect address or failure to collect from the depot.

Courier Deliveries

• Courier delivery runs weekdays only. Not available on weekends, public holidays, or after business hours.
• A re-delivery fee applies for items returned due to an incorrect address or failure to collect.
• We aim to deliver door-to-door for every order. In remote areas, collection from the nearest freight depot may be required. If you have any questions about re-delivery, get in touch.

PO Box Delivery

PO Box eligibility depends on the product:

• Eligible items (those shipped via Australia Post) can be delivered to a PO Box. Eligibility is shown on each product page under Shipping & Delivery.
• Items not eligible (those shipped via courier or freight) need a physical street address.

If your cart contains a mix of eligible and not-eligible items, please use a street address for the full order.

Pickup

Local pickup is available from our Altona warehouse in Victoria. Pay online and we'll email you when your order is ready to collect.

• In-stock items are usually ready within 2 hours.
• Pre-sale items are ready within 3 business days of stock arriving.

New Zealand Orders

We can also ship to New Zealand. Rates and availability vary by postcode and product. If you have questions about NZ delivery, please contact us.

30-Day Change of Mind

You have 30 days from delivery to change your mind. Change of mind returns are issued as a store credit or exchange, not a refund. That includes ordering the wrong item, gifts that don't suit, and products that weren't what you expected.

How to Return

Contact us first so we can give you return instructions. Items posted without instructions may not be accepted.

Return Costs and Condition

Return freight is at your cost, and a freight fee is deducted from your store credit. Items must come back unused and resalable, in the original packaging with all accessories. We issue your credit once the item is back with us and checked.

Cancelling After Dispatch

If your order has already left our warehouse, cancelling is treated as a change of mind return.

Faulty or Damaged Items

Contact us if your item arrives faulty or damaged. We'll guide you through the next steps to resolve it.

This policy does not limit your rights under Australian Consumer Law.

What You Get

If a product develops a fault, you are entitled to a replacement or full refund.

How Long You're Covered

Unless the product page says otherwise, our warranty runs for 12 months from the date of purchase.

For products used commercially, the warranty period is 3 months.

What's Covered

Defects in materials and workmanship under normal personal use.

What's Not Covered

• Normal wear and tear
• Accidents, misuse, neglect, or lack of maintenance
• Incorrect voltage, power surges, or voltage supply problems
• Tampering, or unauthorised repairs by any person
• Use of defective or incompatible accessories
• Natural disasters and other external causes
• Damage from operating the product outside the manufacturer's instructions

How to Make a Claim

Contact us with your order number and proof of purchase.

Our customer service team reviews every claim case by case, and may ask for a photo of the fault.

If the product needs to come back to us for assessment, we'll send you a return label.

Who the Warranty Covers

This warranty covers the original purchaser only. It isn't transferable if the product is resold.

Who Provides This Warranty

Vic Offroad Pty Ltd (ABN 52 167 602 780)
25-29 Drake Boulevard, Altona, Victoria, Australia
(03) 9360 0501
sales@vicoffroad.com.au

Your Rights Under Australian Consumer Law

This warranty is in addition to your rights under Australian Consumer Law. Nothing here limits them.

Our goods 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 also 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.