Payment

We accept Visa, Mastercard, AMEX and PayPal in our online shop. The security on the site does not allow us to see your card details - if you have forgotten something, please see note below ("I forgot something in my order - what should I do?").

Please do not ask to use credit card over the phone.

Clubs, Schools and Community Groups - Bulk Orders

It is possible to make bulk orders - eg. PFDs, jackets etc and we may hold or can get commercial quantities. Please email your requirements - we will provide a quote and timeline as to availability and shipping. An invoice can be provided for bank transfer.

Shipping

Once you have completed your order, you will receive an automated email confirmation. If you do not receive this email (first check your email is correct and check your spam folder!) and payment has been recorded, please contact us.

Goods are usually shipped within 1-2 days (many will be shipped same day), and you will receive an automated "Ready to Ship" email when the order is packed, ready to ship. This will be changed to "Shipped" after the order is received by Australia Post or the courier and you will receive an automated email with the tracking information.

Shipping cost is per order (except for large /bulky items - see below). Our standard shipping method is by the Australia Post parcel service or Express Post (depending on size, weight & destination). For your security we may require a signature for high-value items - if you are not home the postie should leave a card. If this is inconvenient you may wish to use your work address as the shipping address. Let us know in the Comments box at checkout if you want the parcel left if you are not home (and where - Authority to Leave).

I forgot something in my order - what should I do?

Please contact us straight away and we will supply a Coupon Code so you can place another order without incurring additional shipping. We will ship the two orders together. This applies to smallish additions - to add Large Long or Bulky items please see note below about shipping costs.

Custom-made items, such as spraydecks, cockpit & hatch covers, kayak stretchie and polyweave covers that are being made specifically for your craft will be shipped directly from the manufacturer (do not select Click & Collect). Please allow addition time for production. 

If you need your order shipped urgently, please let us know.

What will shipping cost me?

For most orders (that do not contain long, heavy or bulky items such as paddles, sails, trolleys) we charge $10 within Victoria (usually Parcel Post) and $15 for the rest of Australia (Express Post for Small - Medium Aust Post satchels and orders under 1kg, otherwise Parcel Post). Please note this actually reflects what it costs to send an average order and in some cases we are charging you less then what it costs to send.

If you need your order shipped urgently or need Express Post, please let us know asap. If the order is large / heavy over 1kg we may require additional shipping. 

Large, Long and Bulky items

Some large or bulky items (eg. paddles, sails, trolleys and carts) cannot be readily shipped through Australia Post or are expensive to ship.

Items longer than 105cm packed length (or if the sum of the dimensions of the package is greater than 140cm) cannot be shipped through Australia Post (paddles, Flat Earth kayak sails, V-Bar roof racks). These items will be shipped by courier - please contact us for a shipping quote if you wish to purchase multiples of these items as the shipping cost is a fixed amount per item (rather than per order) - usually $20-$25. If you order other items along with the fixed shipping items the standard shipping will be added (total shipping may be $30-$40). 

Trolleys and carts will be shipped either by courier or Australia Post depending on location. Courier companies we use are Star Track Express, Aramex and Couriers Please.

Pick Up in Store (Click & Collect)

For our local customers (within Victoria), we have the option for you to select “Local Pickup in store” - buy online to secure your purchase and let us know in the comment box when you would like to collect your item at our store, 37 Jetty Road Sandringham in Melbourne. This option becomes available when you enter a Victorian address. If you are coming from interstate you can use our address but please let us know in the comments box when you will be coming.

We are in Sandringham, Melbourne, at 37 Jetty Road. Pick ups can be arranged usually Mon-Fri 9am-4pm and Saturday mornings. Hours can vary - you will receive an email with times we are available.

Pick up in Store for large & bulky items: Paddles, trolleys, sails, inflatable kayaks & pack rafts and other items that have a fixed shipping amount can be purchased in store in person or we can supply a Coupon Code (on some items this is visible at the bottom of the description - we are working to add this to the applicable listings). Select the Pickup in store option at checkout and use the Coupon Code. Contact us (email) if you for the code if it is not in the description.

When will my order arrive?

Depending on the size of your parcel & where it is going, we will select Express Post or regular Parcel Post. Most smaller sized parcels sent outside Vic will go Express Post - generally delivered overnight to eastern capital cities, slightly longer to WA and regional areas. Regular Parcel Post varies with destination (see Australia Post website for estimates) - generally 4-8 days, but may be longer to regional areas or if delays are occurring due to events such as bushfires, floods and COVID-19 which cause disruptions.

If your parcel has not arrived in 10 days:

• Check tracking information provided to see where it is - this information will be in the automated "Shipped" email.
• If tracking suggests it has been delivered, and you cannot find it on your premises, contact us.
• Late/Missing items - it is possible to lodge a case with Australia Post to track the item & hopefully speed up a delayed delivery at https://auspost.com.au/receiving/delayed-lost-or-damaged-items/find-a-missing-item
• If damaged in transit please contact us promptly, by email, with photos.

Overseas Shipping

We will ship some items to overseas locations if you cannot get the item closer to home - please email us to arrange a shipping quote and invoice (payment by Paypal prior to shipping).
In most cases products have come from overseas and there should be a supplier closer to you, with shipping at a much cheaper price than we can provide. The manufacturer's website will usually have a list of local dealers and you should consult these first.

Cancellations

If you need to cancel your order please do so by email as soon a possible as orders may be shipped same day. Your order will then be refunded.
If it has shipped already you may return it promptly for a refund but if this is has occurred the shipping fee will not be refunded.

Occasionally a customer may duplicate an order by accident - we will contact you to confirm that you want both orders when this occurs. The other can be cancelled & refunded if made in error.

Faulty Goods - Warranty Claims

If the product has arrived faulty or defective (warranty claims for manufacturing defects), please contact us promptly and email photos of the fault. 
In many cases where products are replaced, it is possible that we will not need the defective product back, unless the manufacturer/supplier/importer requests otherwise. Replacement and return postage is covered by the warranty (if a return is requested we will refund your postage or the supplier will supply return postage).

Some suppliers have procedures for dealing directly with regards to faulty goods and we can advise on this process where necessary.

Please note that damage due to usage may not be covered under a Limited Warranty - please refer to the manufacturer's website for information of the limit of the warranty.

Exchanges and Refunds of Goods - returning unwanted items

If your choice in a stocked item turns out to be not quite what you had in mind, or is the wrong size or you have changed your mind - please contact us promptly (preferably within 7 days of receiving your order).

When you receive your order of garments, PFD, shoes, spraydecks, cockpit & hatch covers please try them on at home (not at the beach when you are about to launch). If they don't fit or are unsuitable in some way they can then be returned clean (unused - with any tags and packaging intact) and can be returned promptly for an exchange or refund. Items with sunscreen, dirt, grease or other marks cannot be accepted, so please try your garments on with care.

We will ask you to send it back to us within a reasonable time (unused - with any tags and packaging intact) and we'll happily swap it or refund if we cannot provide a suitable replacement. The cost of getting the goods back to us is yours, and we will ask you to cover the cost of freighting any replacement back to you unless it’s our error (eg. we’ve sent you something different from what was specified in the order).

In most cases it is easiest for you to include a self-addressed Australia Post satchel - trackable (red-standard post or yellow Express Post) and we can then swap over by return mail. Please add a note stating what you want us to do - refund or exchange (size etc). We will contact you for return shipping charges if applicable & if there is no return bag or instruction included with the returned goods.

Return to (this return address will be on the back of your parcel):

East Coast Kayaking
PO Box 7522
Beaumaris VIC 3193
AUSTRALIA

Special orders

If you have requested a non-stocked item be bought in or made especially for you please consider sizing and other specifications carefully as we cannot return these back overseas if you change your mind. Generally we will only accept returns for specially ordered goods that are faulty.

Packaging

Where possible we will re-used packaging materials - clean bubble wrap and cardboard boxes that our stock has arrived in. Excess cardboard that cannot be re-used is recycled.
We strive to use packaging that has been made from recycled materials such as Australia Post satchels and the grey courier bags.

Plastic packaging is used to protect your goods in transit and in some cases extra is used so that the manufacturer's packaging does not puncture the bag. Ideally soft plastics would be recycled if such facility exists.

Online Course bookings

See our new booking platform for all information and T&C's regarding our courses & training, kayak hire & tours. Courses, training, hire and tours are now booked on this new platform Fareharbour, not on our online shop Kayak Shop Australia.