Shipping & Warranty

Shipping Information

We use a range of trusted shipping partners to deliver orders, including (but not limited to) Allied Express, USPS, DHL and FedEx. Depending on your location and the size of your order, your parcel may be carried by more than one courier during transit.

Once your order has shipped, you will receive tracking details via email.

Please note: Tracking updates may change if your shipment is transferred between couriers (this is common for heavy and oversized deliveries).

Manufacturing & Dispatch Information

To keep our pricing competitive while maintaining high-quality products, our Air Tracks are manufactured and may be shipped directly from our overseas manufacturing facility.

This means some orders may ship from outside Australia, even if you are located in Australia.

Shipping Time Estimates

Shipping timeframes vary depending on your location, courier routing, and customs processing.

These are estimated delivery times only and may change due to factors outside our control (including customs clearance, courier delays, peak season demand, remote delivery locations, weather events, or service disruptions).

Australia

  • Airtrack X: 3–4 weeks
  • Airtrack Efit S: 1–2 weeks
  • Airfloor Efit: 1–2 weeks
  • Airtrack Electric Pump: approximately 1 week

USA, Canada & UK

  • 3–6 weeks

Shipping Costs

We offer free shipping on many products. However, due to the size and weight of our items, shipping costs can be substantial.

Heavy items commonly cost $300+ to ship.

Free shipping applies to the first delivery attempt only.

Import Duties & Customs Fees (Outside Australia)

International orders may be subject to import duties, taxes, customs clearance charges, or local handling fees imposed by your country.

These charges are not included in our product prices.

You are responsible for paying any fees required by your country’s customs authority or courier before delivery can be completed.

If you refuse to pay import duties or customs fees and the parcel is returned to sender, the order will be treated as a failed delivery / RTS (see below).

Failed Delivery / Return to Sender (RTS) Policy

Because our products are large and expensive to ship, it is very important that your delivery details are correct and that someone is available to receive the item where required.

A delivery may fail and be returned to sender for reasons including (but not limited to):

  • Incorrect or incomplete delivery address (missing unit/apartment number, wrong postcode, etc.)
  • Customer not available to receive delivery
  • Delivery refused
  • Failure to collect from a depot or arrange redelivery within the courier’s timeframe
  • Failure to pay customs duties/taxes (international orders)
  • Courier unable to access the delivery location due to missing instructions

Incorrect Address / Customer Error

If an order cannot be delivered due to an incorrect or incomplete address provided at checkout, the parcel will be returned to sender.

In this situation:

  • You will be required to pay a reshipment fee before the item can be sent again.
  • The reshipment fee will be charged at the actual cost of shipping.

Failed Delivery / Unclaimed Parcels

For oversized and heavy items, couriers may hold the parcel at a depot, request that you book a delivery time, or require you to contact them to arrange redelivery.

Some couriers may also apply storage or holding fees if delivery is not arranged within their timeframe.

If the item is not collected or delivery is not arranged, the courier may return the parcel to sender, abandon the parcel, or destroy it depending on local courier policy.

Important: If an item is destroyed, abandoned, or disposed of by the courier due to customer inaction (including failure to collect or failure to arrange redelivery), no refund will be provided.

If the parcel is returned to sender (RTS), we can reship it once the customer pays the reshipping cost.

Reshipping Fees

If your parcel is returned to sender due to customer error or failed delivery, reshipping will be charged at the real cost of shipping.

Because our items are heavy and oversized, reshipping costs are often $300+, depending on your location.

We will confirm the reshipping cost with you before sending.

Address Changes After Ordering

If you need to change your delivery address, contact us immediately.

We cannot guarantee that address changes can be made after dispatch. If the parcel has already shipped, the courier may charge additional rerouting fees, which will be payable by the customer.

Damaged Items / Transit Issues

We take great care in packaging, however damage can occasionally occur in transit.

If your order arrives damaged:

  • Contact us within 48 hours of delivery
  • Provide photos of the damage, including:
    • The outer box/packaging
    • The shipping label
    • The damaged product

We will arrange a replacement, repair solution, or refund depending on the situation.

Warranty & Returns Policy

Warranty

All products come with a 2-year warranty.

This warranty covers manufacturing faults including construction issues and seal defects.

The warranty does not cover:

  • Punctures
  • Accidental damage
  • Damage caused by misuse, incorrect setup, or improper storage

Most punctures can be repaired using a repair kit.

Faulty or Incorrect Items

If your product is faulty, damaged, or we sent the wrong item/size, we will provide a replacement or return option at our expense.

If we have sent the wrong size or incorrect product:

  • We will cover return shipping
  • We will send the correct replacement

Change of Mind Returns (Non-Faulty Items)

We accept change-of-mind returns only if:

  • The product has not been opened
  • The packaging seal is not broken
  • The return request is made within 14 days of delivery

If the product has been opened or the packaging seal is broken, we cannot accept a change-of-mind return.

Processing Fees

Change-of-mind returns incur a 2.2% + $19.95 returns processing fee (to cover payment processing and handling costs).

Custom Products

Custom coloured products are not eligible for change-of-mind returns.

Cancellations

Before Dispatch

If you cancel your order before it has shipped, we can provide a full refund.

After Dispatch

If the order has already shipped, it cannot be cancelled while in transit. You will need to wait until the item arrives and then request a return authorisation.

Return Shipping Costs

For change-of-mind returns (non-faulty items), you are responsible for the return shipping cost.

Once the item is received, it will be inspected before a refund or exchange is processed.

Refunds

Refunds are issued after the returned item is received and inspected.

Refunds may be reduced if:

  • The product has been used
  • The product is not returned in original condition
  • The product is missing parts/accessories
  • The product is returned without the original packaging

Important Returns Notice

Do not return any items without contacting us first.

All returns require approval and a Return Authorisation (RA) reference number.

Returns sent without authorisation may be refused or delayed.

Customer Support / Satisfaction Guarantee

We stand behind our products and offer a 100% satisfaction guarantee.

If you have any questions about shipping, delivery, setup, warranty, or returns, please contact us and we’ll do our best to help you achieve the best possible results.