Customer Support

We are still open and still shipping to all states.

Expect a few extra days to process orders due to increased demand, especially on items with splicing or sewing needed.

The warehouse for our online store is open again. If you are local and want to pick up from the warehouse, you can order online and pick up when we let you know it is ready. This minimises time and contact at the warehouse.

Alternatively, you can now come in and purchase from here again.

There has been a huge increase in demand during this period, resulting in stock shortages with many brands running dry and experiencing delays shipping in new stock. If your order is impacted by this we will let you know.

With increased volume of parcels in the general mail system, we are upgrading most orders to Express Post where feasible to help mitigate shipping delays. 

International orders are subject to significant delays due to limited flights. 

Thanks for your patience, support, and understanding.

Trev & Michelle Douglas

Order Online by navigating to the products you'd like, then click the "Add to Cart" button, then click the "Checkout" button. Once there, you will enter all your contact and delivery information, then finalise the order by making payment.

Online orders over $200 ship free within Australia. Some oversize, bulky or heavy items are excluded from free shipping.  Shipping costs for orders under $200 or International orders will be shown at checkout before finalizing the order.

Order over the phone is also available. It's most efficient if you have already browsed the website and know what products we sell and know what you want and have your credit card handy.

Order by Purchase Order on credit terms is only available to government departments. We are too small to offer free finance to other businesses. PO's are the slowest way to make an order. Many government departments do just order online.

Online Orders: At checkout, you can pay with Visa, Mastercard, Amex, PayPal, AfterPay & ZipPay.

Instore Orders: Cash is king. Visa, Mastercard, PayPal, AfterPay & ZipPay.

Yes!

You can purchase in person direct from the shop front of our warehouse.

Location is Factory 4 at 107 Wells Road in Chelsea Heights, VIC.

It is a warehouse in a large industrial estate, not a fancy high street store!

We are usually here Monday to Friday 9:00am to 5:00pm.  If you're travelling from a long distance it might pay to check we are open beforehand as there is the odd occaision we close early or have a day the warehouse is not open. Usually the google hours are correct.

Not every product is stocked and shipped from here, so if there is something specific you're after you can call to check prior to coming.

You can pay with Credit Card or Cash.  

Orders that are placed online and over $200AUD qualify for FREE* Regular Delivery within Australia.

*Excludes Express Delivery and some bulky, oversize or heavy items and International Delivery.  

*Covid-19 and current delays* Please note due to a significant surge in online orders there may be some delays beyond the usual times indicated below.

Place your online order by 1pm AEST and we will bust our butts to fulfil your order the same day. After 1pm, it will ship the next day.

Some products like spliced or sewn ropes are made to order and can take an extra day or so depending on current demand.

From time to time some items may be in hot demand or short supply and could sell out or oversell.  Should any item you order be temporarily sold out or need to be ordered in for you, we will make contact as soon as practical and inform you of the estimated wait time, offer you the option of waiting for the backordered item, opting for an alternate suitable item, or a receiving a refund.

We will email you a Fulfilment Notification as soon as it is shipped with tracking details, so check your emails for that.

We use Australia Post for most orders.

We may alternately use CouriersPlease, DHL, Fastway, Startrack, TNT Express or others if determined best suited due to size/weight, location, speed or costs.

All gear orders ship direct from our warehouse in Melbourne Australia. The only exception are our Treegear T-shirts, they are print-on-demand and ship direct from the printer in the USA. Allow approx 2 weeks for these. 

Regular Shipping within Australia: From the time of shipping delivery times to VIC, SA, ACT, NSW & TAS will usually be from 1-3 business days for most metro locations. Regional or Rural delivery may take longer.  

From the time of shipping delivery times to WA, QLD & NT will usually be from 3-5 business days to for most metro locations. Regional or Rural delivery may take longer. 

Express Shipping within Australia: From the time of shipping delivery times within Australia will usually be Next Business Day to most major cities and if you are within the Australia Post Express Network.  Rural delivery and those outside the Australia Post Express Network may take longer. 

When we shipped your order you would have been sent an email with the subject line: Your Treegear order #XXXXX has shipped! Track it live.

In that email is a link that takes you straight to our Track Your Order page.  If you come via that link, the 2 fields required - your order number and email will be prefilled.

Otherwise, click this link: Track Your Order  You can also navigate to the page via the header menu and click Track Your Order.  Enter your order number from your confirmation email, and the email address you placed the order under. 

We ship to most countries, but due to fraud there are some exclusions. If you add the items you want, go to checkout, the rates for shipping to your country will show if available.

International shipping rates cover the shipping only and do not include any local Tariffs, Duties and Taxes that may be payable on imports into your country. You are responsible for paying any import fees required by your country. 

In some cases failure to pay customs charges can result in the parcel being destroyed by Customs. No refund on the order will be available in this case.  If an unclaimed parcel is returned to us, any refund will be less our cost of shipping and any cost of return shipping.

Check with your local Customs/Border Security laws prior to ordering if unsure.

You may return most new, unused items within 7 days of delivery for a full exchange, store credit or refund.

Given the nature of Personal Protective Equipment and Life-Support Safety Equipment, we can not accept returns for "change of mind" on products that have been used, tried or tested.

All returns must include all original packaging and tags and are subject to approval on receiving them.

Send your returns to: 
TREEGEAR RETURNS  4/107 Wells Road, Chelsea Heights, VIC 3196. 

Include a copy of your invoice with any return so we can identify it.

We'll cover the return shipping costs if the return is a result of our error.

We will notify you once received and accepted.

Once your return is received, we will notify you and discuss your options to exchange, or take store credit, or receive a refund.

If it is a refund, please allow us up to 3 days to process it. All refunds can only be made back to the same method of payment the order was originally paid by.

Actual time taken to receive the refund at your end will vary depending on the payment method originally used.

If you or we decide to cancel an order, we will notify you and discuss your options to take store credit, or receive a refund.

If it is a refund, please allow us up to 3 days to process it. All refunds can only be made back to the same method of payment the order was originally paid by.

Actual time taken to receive the refund at your end will vary depending on the payment method originally used.