Online orders
How do products work?
- You place your order on our website
- We receive your order
- Your order is packaged & delivered to you directly from the warehouse or you can choose “pick up” from our warehouse which is free and available from 9am to 4pm on weekdays.
What payment options are available online?
We offer payments via Visa, MasterCard, or PayPal.
Can I cancel an item from an order after it has been placed?
After an order has been placed cancellations may not be possible.
Can I change the shipping address after the order has been placed?
After an order has been placed, address changes may not be possible. Once you have received tracking information from the courier please contact them directly to discuss any changes to delivery.
Can I add an item to an order after it has been placed?
Unfortunately not, once an order has been finalised no additional items can be added. A separate order would need to be placed.
Can I hold an item from being shipped?
Unfortunately not, once an order has been finalised, the estimated lead times will be accurate. We are unable to hold orders.
What if an item arrives with missing parts?
In the unlikely situation you have received an item with missing parts, please contact us ideally same day of receiving your delivery.
What happens if I am missing an item from my order?
If the tracking for the missing products shows as delivered then please let us know on the same day of receiving your delivery which item is missing and we will further investigate this.
What happens if I receive the incorrect item?
In the unlikely situation you have received an incorrect item, let us know as soon as you can, ideally same day of receiving your delivery. We will work with you to rectify this situation in timely manner.
Shipping & Delivery
Do you deliver to PO Boxes?
No, we cannot deliver to PO boxes.
How do I track the status of my delivery?
Once your items have shipped out you will get a notification and a tracking number attached to it. This tracking number will be linked to the courier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24 hours to update accurately.
What are normal delivery hours?
Our couriers deliver Monday to Friday between business hours.
How do I work out shipping costs?
If you add the item/s into your shopping cart and then enter your postcode, you will then be given the anticipated price for the item/s inclusive of shipping and GST. This price will be confirmed at checkout.
Can I pick up my order?
Yes, you can pick up your order from our warehouse between 9am to 4pm on weekdays.
Why do I get charged an extra fee when I add more items?
Shipping costs are calculated based on the total weight and size of each item in the order. Additional items added to the order may increase the shipping costs.
What are your delivery timeframes?
Once you’ve received your order confirmation email, please allow:
Metro delivery: Within 7 business days
Regional delivery: 7 - 14 business days
Tracking information will be emailed to you upon dispatch.
Returns
What is your returns policy?
If you change your mind, you may return the product within 14 days of purchase for a refund less any shipping costs or fees incurred by Top Trek. The product must be in an unassembled condition, in the original packaging.
If the product is damaged or not fit for purpose, we will be happy to process a full refund for the item including the postage charges.
What costs are associated with returning an item?
You will be responsible for all shipping charges to facilitate a change of mind return. Your initial shipping charge is non-refundable and you will also be charged the shipping costs & any extra charges incurred by Top Trek to return the item back to our warehouse.
I don’t have the original packaging, can I still return the product?
Returns for change of mind must be in “as-new condition” where upon return we are able to sell to another customer. In order for us to offer a refund minus any applicable charges, the product must be in the original packaging, not used, assembled or damaged.
I have used the product, can I still return it?
No, we only accept returns for item/s that are unused.
Can I arrange my own courier for the return?
No, unfortunately, in order to monitor the status of the return we need to book the labels under the Top Trek courier accounts.
Can I exchange an item instead of returning it?
Unfortunately, it is not possible to exchange an item.