Kangaroo Tent City and BBQs

Shipping & Returns

Pre-Christmas Deliveries: Freight companies are under a lot of pressure to deliver parcels pre-Christmas. The last order date to receive deliveries prior to Christmas is two weeks prior. Please order early to avoid disappointment.

Packing and Despatch

Once we have received payment for your order, we aim for same-day packing and despatch. Courier companies and Australia Post generally pick up from us before 11am weekdays, so orders received after this time will be packed and despatched the following day.

Delivery Times

Delivery times will vary depending on the destination, and in some cases may take up to 10 working days from the date your payment is received. Most products are despatched from our distribution centre in Sydney, with the estimated delivery times:

Capital cities Estimated delivery
Sydney metro area 2-3 days
Brisbane metro area 3-4 days
Melbourne metro area 3-4 days
Adelaide metro area 4-5 days
Perth metro area 7-10 days
Hobart metro area 7-10 days
Darwin metrol area 5-7 days

Estimated delivery times are in business days (Monday through Friday) excluding public holidays. Delivery to regional areas will take longer than to capital city locations.

Kangaroo Tent City and BBQs makes every effort to deliver your product within the estimated delivery times, however, delivery times may be affected due to supply or circumstances beyond our control. If your order has not arrived within the estimated delivery time, please contact us on (02) 9525 0688.

Delivery Address

Unless otherwise agreed by us, we will deliver your products to the address indicated on your Order Confirmation. Our preference is to deliver to a business address during business hours to ensure goods can be signed for. If a delivery goes to a personal address, there is a risk that a delivery may be attempted when no one is home. When redelivery needs to be organised additional costs are incurred by the delivery company, which may be passed onto the customer before goods will be delivered.

If no one is available to take delivery of your products, and the carrier is Australia Post eParcel. Australia Post will leave a card so you can pick-up your products from your local Post Office.

Where delivery is by our courier service and no one is available to take delivery, they will leave a card requesting you to phone them to arrange a suitable time and date for redelivery.

We make all reasonable efforts to deliver your products within the estimated delivery time indicated on your Order Confirmation; however, we do not guarantee that we will deliver within this time frame.

Delivery Options

Kangaroo Tent City and BBQs offers two options for delivery of the products you purchase:

  • Standard Delivery: Your product will be delivered for the shipping charge calculated upon entry of your postcode during the checkout process. All transit loss is at your own risk.
  • Transit Insurance Delivery: For the additional fee shown at checkout your product will be replaced (or refunded if a replacement is not available) if lost during delivery.

Shipping Charges

We want your products to arrive quickly and at the best shipping rate we can offer. Shipping charges are calculated based on product size, product weight, and the geographical region of the delivery address. Shipping estimates for individual products can be viewed by entering your postcode on the product page.

Any applicable shipping charges for your order will be shown once your postcode is entered during the checkout process.

Free Delivery Promotions and Limitations

On occasion we offer free delivery for selected items as a promotion. Items promoted with free delivery will be clearly labelled on this website with a ‘Free Freight’ listing. If an item is not clearly marked with a ‘Free Freight’ listing, it does not include free freight.

Free Delivery Limitations

Free delivery on specified items is to postcodes within metropolitan areas of Sydney, Brisbane, Melbourne and Adelaide. Outside of these postcodes, delivery fees apply.

Please note that promotional shipping or price offers do not apply to bulk, wholesale or commercial orders.

Returns

Change of Mind Return Policy

If you change your mind about a purchase, or make an incorrect choice, and notify us within 7 days of delivery, we will provide you with a store credit for unopened products after the goods are returned to us.

Products can either be returned to a Kangaroo Tent City and BBQs store, or posted back to us at your expense. A receipt must be produced as proof of purchase. The store credit will be for the product price paid.

Risk of loss or damage to the goods will not be assumed by Kangaroo Tent City and BBQs until the item has been received at our warehouse.

Change of Mind Return Exclusions

Kangaroo Tent City and BBQs’ change-of mind policy does not apply to:

  • Clearance items
  • Refurbished or ex demo products
  • Sleeping bags or sleeping bag inner sheets
  • Cooking utensils or food related items
  • Personalised products
  • Hygiene related products
  • Products specifically noted as excluded on the product listing or newsletter.

Consumer guarantees apply to all products, including refurbished, ex demo, clearance products, and change of mind exclusions on individual product listings or newsletters.

Return Authorisation Number - a must have

A Return Authorisation Number (RAN) number is required for replacement products and refunds. Where Customer Service has provisionally determined that a product is defective, they will issue you an RAN. Products cannot be returned to us without an RAN.

The product should be returned to Kangaroo Tent City and BBQs within 30 calendar days of the RAN being issued. Where possible, all products should be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product. If the accessories are not included, only a partial refund will be applied.

Faulty Products

If you think that a product is defective you should contact us soon as practical after receiving the product and a Kangaroo Tent City and BBQs customer service representative will assist you.

Please do not send your goods back to us before we have spoken to you. A product returned to us without the correct Return Authority Number (RAN) provided by us will not be accepted.

Where a product claim is not covered by a consumer guarantee, the cost of replacement parts, repairs and shipping will be at the expense of the customer.

When a claim is made more than 30 days after delivery, before providing advice or authorising return of the product, we will require details of the concern along with full details about the way the product has been used.

Products must be returned whenever we agree to provide you with a refund or replacement product.

Products with Major Faults

If you received a product with a major fault via Australia Post, customer service will email you a PDF voucher, containing an RAN, which you must affix to the product and return by Australia Post eParcel.

Kangaroo Tent City and BBQs will pay for items with major faults to be returned to us.

Where a defective product is delivered by our courier service and it is determined the product should be returned, we will make arrangements with our courier service for collection of the product, and we will notify you when they will collect the product from you. Pickup times are between 9am and 5pm, Monday to Friday. Customer Service will email you a PDF voucher, containing an RAN, which you must affix to the product.

When a replacement product is arranged:

  • Where there is a major fault and it has been agreed that a same-product replacement will be made, we will ship the replacement product to you at our expense after we have received your returned product.
  • The delivery time for the replacement product will be the same as stated for the original product.
  • Consumer guarantees apply to all replacement products.

If a product is replaced, your replacement product becomes your property and the returned product becomes our property. When a refund is given, the returned product becomes our property.

Products with Minor Faults

Where a product is determined to have a minor fault, the customer pays the shipping expense. Once it is agreed a product is to be returned and an RAN has been issued, you must take the product to an Australia Post office for return.

Where a defective product is delivered by our courier service and it is determined the product should be returned, we will make arrangements with our courier service for collection of the product, and we will notify you when they will collect the product from you. Pickup times are between 9am and 5pm, Monday to Friday. Customer Service will email you a PDF voucher, containing an RAN, which you must affix to the product.

Manufacturer Warranty

Some products sold through Kangaroo Tent City and BBQs are serviced and supported by the manufacturer or supplier. Kangaroo Tent City and BBQs recognises that customers purchasing some products, such as portable refrigerators, solar panels, and selected BBQs and portable shelters, require a high level of support therefore we would ask you to contact the manufacturer or supplier for trouble-shooting assistance.

If the manufacturer or supplier is unable to assist, and the product is covered by a consumer guarantee, Kangaroo Tent City and BBQs will provide a suitable remedy.

Consumer Guarantees

Consumer guarantees apply under Australian Consumer Law. Nothing in Kangaroo Tent City and BBQs’ terms and conditions for our online or physical stores excludes the application of these guarantees. For further information on your rights as a consumer visit the Australian Competition and Consumer Commission website.

You are entitled to a replacement or a refund for a major failure and for 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. Replacement products are covered by the same Kangaroo Tent City and BBQs warranty as applicable to the original product. They are also covered by consumer guarantees.