Support - FAQ'S

The way we buy things has changed. We're part of the new breed that operate as an online based business without our own retail store. We operate our business out of our warehouse on the Sunshine Coast and distribute our products directly from there to our customers. Some of our products are stocked by select outdoor product based retailers whose philosophy to camping and outdoor adventure aligns with ours here at Crashpad. You can find a list of these retailers under the 'Stockists' section here.

No, we believe purchasing online should be as simple and easy as visiting any bricks and mortar retail store, thus we will not make you create an account simply to purchase one of our great products.

All of our online price are displayed in Australian Dollars (AUD).

Our store will accept the payments via the following gateways:

Credit cards - Visa, Mastercard & AMEX. Paypal Afterpay and Zippay

When you reach the checkout page you will be presented with the available payment options from which to choose.

The below extract is from the Afterpay website:

Afterpay does not approve 100% of orders. We are committed to ensuring we support responsible spending.

When determining which orders to approve, our automated system considers a number of different factors. As an example, the longer you have been a customer with Afterpay and the more orders you have successfully repaid, the more likely you will be able to spend more.

Things to consider:

- are there sufficient funds on your card (generally we look to see 25% of the order value available to spend)

- length of time you have been using Afterpay (tighter in the first 6 weeks)

- amount you have to repay, it may help to pay some off (not a guarantee)

- the value of the order you are trying to place, it may help to reduce the value of your shopping cart (not a guarantee)

- adding a credit card may increase your spending power (not a guarantee)

- the number of orders you currently have 'open' with us (not a guarantee)

Whilst we know it can be frustrating to not know exactly how much you can spend each time or how many active orders you can have, our rules and approval process help Afterpay responsibly offer a completely free service to our customers.

For details on delivery charges within Australia please check here.

If you didn't receive an email from us with the delivery tracking details of your order then in the first instance you should check your junk folder as your email settings may have prevented our emails from reaching you. If it is not in the junk folder then please get in contact with us so that we can check the email address that you entered when purchasing the product.

If your parcel is being returned to sender (Crashpad) due to any reason such as:

* the parcel being unclaimed;

* Incomplete / Insufficient Address

* Undeliverable as Addressed

We will be in touch once the order arrives back to our facility to obtain an updated address if you wish to have the product reshipped.

PLEASE NOTE: Redelivery charges apply. This redelivery fee charge will depend on the size of the parcel and shipping location.

If you've missed delivery from a courier company (not Australia Post) or your nearest collection depot is too far away, we can organise a re-delivery from the courier. However, this will incur a $25 redelivery charge from the courier.

To avoid this there a couple of easy things to to do to ensure your parcel arrives to you:

* If you are not going to be home you can select the 'Authority to Leave' option at checkout and the courier company will leave the parcel at your nominated spot.

* Have the parcel sent to a work address.

Most products other than our double swags can be shipped to PO Boxes. Double swags are over the size limits that Australia Post will handle so these cannot be shipped via Australia Post and will be sent with a courier company.

This will depend on your geographic location. Where possible orders are shipped either same business day or next business day depending on the time of the order. Once the orders are shipped you will receive an email from us which will contain freight company details on how to track the delivery status of your order online.

Deliveries are made during business hours Monday to Friday.

We generally process and pack orders ready for dispatch by 2:00pm (GMT+10). The best way to update an address on your order is via info@crashpadgear.com or give us a call on 1300 003 060 and we'll do our best to help you out.

Please note we cannot update an address on an order that has been dispatched.

All details of our warranty can be found here.

To submit a warranty claim simply complete the warranty form and our awesome customer service team will be on hand to help you. The warrant form is here.

Details of our returns policy can be found here.

Whilst we hope that this never happens, if you do receive damaged goods, or have a manufacturing fault occur, please contact us immediately atinfo@crashpadgear.com so that our helpful customer service team can personally assist you to sort out your problem as quickly as possible.

Condensation occurs when there is a difference between the inside and outside temperatures of a confined space and there is a waterproof barrier between them. For example, on cold nights when you have the heater on in your house the inside of your windows develop condensation. This scenario also extends to the use of swags and tents. No swag design can eliminate condensation but you can minimize the chance of condensation by slightly opening the window of the swag to enable airflow on cold nights.

To clean the canvas and PVC base of your swag use cold water and a soft brush or sponge. You should also clean the zippers on a regular basis by using a soft brush and also wiping with a damp cloth.

DO NOT use or expose the swag to any of the following which may lead to damage of the swag materials; soap or detergents, insect or pesticide aerosol sprays, petrols, oils, solvents or similar such products, incompatible water repellents. Exposure of your swag to any of these items will void your warranty.

Make sure your swag is thoroughly dry before storing, this will prevent mildew forming. Store it in a dry place off the floor and out of direct sunlight. In the event that you must pack your swag while still wet, as soon as you get to your next camp or arrive back home, erect the swag and let it thoroughly dry out before storing it away until your next adventure.

Yes, to waterproof your swag, set it up, remove the mattress and thoroughly soak the exterior canvas with water focusing on the seams and stitching. Doing this allows the thread and canvas to swell thus taking up any potential leaks in the stitching. Allow to dry, particularly the seams. It is the drying that seals the seams. Repeat this process twice to completely ensure the seams are waterproof.

Your swag will arrive with a full set of instructions that explain this process in detail.