FAQs

What is your exchange policy?

Firefly Camping Gear has a no change of mind exchange policy. Faulty goods can be returned for a replacement or reimbursement.

We hold a return & re-order policy – we do not process direct exchanges.

 

My item was a gift, now what?

Firefly Camping Gear does not refund/exchange items purchased through independent retailers. However, if the item was ordered through our online store we may be able to provide a one-time exchange. In situations like these, give us a call and we’ll be able to assist further!

When will I receive my refund?

Once your return has been received back at our warehouse, it takes approximately 7-10 business days for the refund to process and be posted back to the original form of payment. Moreover, we will notify you via email once your return has been processed as well as when you should expect to see your refund back in your credit/debit card account.

Firefly Product Warranty

We stand behind all Firefly Camping Gear products and guarantee them to be free from manufacturing defects for one year from the confirmed date of purchase. We ask that you please keep your sales receipt as verification of your purchase!

If your Firefly Camping Gear product fails because of a defect in material quality or workmanship, we ask that you contact the Firefly Camping Gear retailer of your original purchase to quickly resolve the issue prior to contacting us.

Warranty Replacement Policy

– Approved warranty product is replaced at the discretion of Firefly Camping Gear
– All cash refunds must be obtained through the original purchaser
– Warranty is only valid to purchases made from an authorized Firefly Camping Gear dealer
– Firefly Camping Gear is not responsible for any cost, or damages, incurred due to loss of use of the product
– Product worn past the point of it being able to be repaired voids warranty coverage
– You will need to keep possession of your shoes until you receive confirmation from us that your  warranty claim has been completed
– A product voucher may not be combined with any other discounts or promotions
– Coverage ends when you transfer product
– All Firefly Camping Gear warranty decisions are final

 

Warranty Claim

We make the warranty process simple and easy so you can get back to your adventures. No need to send the product in physically, all you need to do is follow the link below to submit our online warranty claim form.

www.firefly.com.au/warranty/

Still need help?
Our warranty team is here to assist!
Phone – 1300 30 40 45

Shipping Restrictions

– Orders are shipped on business days only. Business days are Monday-Friday, excluding public holidays.

– We are unable to ship to multiple addresses at this time.

– Direct Freight is our default shipping Company.

– Currently, we are not able to ship to locations outside of Australia.

– Most orders begin processing as soon as your online purchase is completed. Items are shipped once they are located in stock, your payment is approved and the receiving address is verified. For example, if you order an item on Monday that leaves our warehouse in 1-2 full business days (Monday-Friday, excluding public holidays Australia), it will leave our warehouse no later than Wednesday. After your order leaves our warehouse, delivery times vary according to the shipping method and the location of your shipping address.

Shipping Costs and Methods

Items are generally shipped within one to two business day after your order has been placed. Orders placed before the cutoff at 11:00 AM AEST will normally ship the same day. We will notify you by email within 48 hours of your order placement if there will be a delay.

DIRECT FREIGHT
Delivers in 4-7 business days. Business days are Monday through Friday, except public holidays.

Prices for shipping vary according to items ordered.

DIRECT FREIGHT EXPRESS– $15.00
Delivers in 2-3 business days. Orders placed before 11:00 AM AEST will normally ship the same day. After 11:00 AM AEST, they will ship the next business day. Business days are Monday through Friday, except public holidays.

 

How long until my order arrives?

Our shipping time-frame is 3-7 business days for ground shipping. Our distribution center is located in North Geelong. Moreover, we do not deliver over the weekend and all orders placed after 11:00 AM will ship the following business day.

When you order has been booked with our freight company a tracking number will be generated which will be emailed to you. Access the Direct Freight website & use this tracking number to follow the delivery of your order.

What is the cut-off for same-day shipping?

Our cut-off time for same-day shipping is 11:00 AM AEST Monday – Friday. Orders placed before the cut-off time will have tracking numbers emailed to the order recipient before the end of the day or early the next morning. All orders placed after 11:00 AM AEST will ship the following business day.