Frequent Answered Questions

🛒 Ordering & Products

Do you stock every product you sell?

Not always. Off Track HQ is a curated store, meaning we only list products we genuinely rate and trust - many of which we’ve tested on our YouTube channel.

Some items are stocked locally, while others may ship directly from the manufacturer.

If a product is on pre-order, this will be clearly stated on the product page.

Are all products tested by Off Track HQ?

Every product we sell is either:

  • Tested by us directly in real Australian conditions, or
  • Carefully selected from brands we trust and use ourselves.

We don’t sell random gear just to fill shelves - if it’s on our site, there’s a reason.

Do you offer pre-orders?

Yes. Some products are available on pre-order due to high demand or upcoming shipments.

If a product is on pre-order:

  • It will be clearly labelled on the product page
  • An estimated dispatch timeframe will be provide

We’ll always keep you informed if anything changes.

Can I cancel a pre-order?

Yes. If your circumstances change or the delivery timeframe changes significantly, you can contact us to discuss cancellation or refund options in line with Australian Consumer Law

🚚 Shipping & Delivery

Where do you ship from?

Orders are shipped from:

  • Our own stock locations (where applicable), or
  • Directly from trusted Australian suppliers and manufacturers

This helps us keep pricing fair and availability strong.

How long does shipping take?

Shipping times vary depending on the product and your location.
As a general guide:

  • In-stock items: dispatched within 1–3 business days
  • Pre-order items: dispatched within the timeframe listed on the product page

You’ll receive tracking details once your order ships.

Do you ship Australia-wide?

Yes - we ship Australia-wide for most products. Some products are pick-up only directly from the store or nearest depot. This is clearly outlined in products descriptions.
Remote or regional areas may experience slightly longer delivery times.

🔧 Warranty, Returns & Consumer Law

What warranty do your products come with?

All products sold by Off Track HQ come with warranties covered under Australian Consumer Law (ACL). Manufacturer warranties vary by product and brand, and details are usually listed on the product page.

Who do I contact if there’s an issue with my product?

Always contact Off Track HQ first.

We’ll:

  • Assess the issue
  • Liaise with the manufacturer on your behalf
  • Arrange repair, replacement or refund where applicable

You won’t be sent chasing suppliers - we manage the process with you.

What if my product arrives damaged or faulty?

If your item arrives damaged or faulty:

  1. Contact us as soon as possible
  2. Provide photos and a brief description of the issue
  3. We’ll work with you to resolve it quickly

Your rights under Australian Consumer Law are always respected

Do you accept returns for change of mind?

Change-of-mind returns may be accepted on a case-by-case basis, provided:

  • The item is unused
  • It’s returned in original packaging
  • Return shipping costs are covered by the customer

Some bulky items (e.g. rooftop tents, awnings) may not be eligible due to freight costs

📩 Contact & Support

How can I contact Off Track HQ?

You can reach us via:

We aim to respond as quickly as possible during business hours.