Shipping
We currently ship within Australia only. For international shipping enquiries, please contact us via the website. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
We happily offer our customer free shipping on orders over $250 within Australia. Orders less than this amount have a flat rate shipping of $15.
We know how important it is to receive your order quickly and we aim to send your orders out as fast as possible. Orders placed before midday are in most cases posted out the following business day. High volume periods and other factors may affect this timeframe. In rare cases you may be contacted before we can release your parcel, as soon as we can confirm any information required, your parcel will be on its way.
Once your order has been sent, you will be emailed a tracking number. Please check your junk mail if you have not received your tracking number within 2 business days.
If you are not home to accept your parcel, the item will be carded. Cards will be left at the address supplied and will indicate where your parcel is to be collected from.
Postage times can vary depending on public holidays, weekends, location, natural disasters, pandemics, customs investigations, Australia Post investigations & other uncontrollable factors. We will try our best to ensure you receive your parcel asap.
If your order is damaged or lost during transit, please contact us to organise the return of damaged goods or to report that a parcel as not arrived with 25 days of your order.
Incorrect Information & Failure to Collect
In many instances, once your order has been placed no changes can be made to shipping details. Always double check your shipping address is correct before confirming your order. Business addresses must include the business name. If you have entered incorrect shipping information please email us ASAP at shop@mountaintrader.com.au and we will try our best to correct the mistake.
If parcels are not collected or are required to be returned due to insufficient or incorrect information, postage costs are unable to be refunded. Once you have placed your order, you are committing to the sale and declaring that all information entered including the shipping address is correct.
Store Pickup
You will be sent a text message when your parcel is ready to be picked up at the address below. Please ensure to have your order number ready eg. JJ#
Mountain Trader, 113 Delany Ave, Bright VIC 3741
Out of Stock
We update our site's product availability multiple times a day, however in some very rare instances another customer ma have selected to purchase the same item at the same time. Should this happen, we will notify you within one business day that we will not be able to deliver the good in the usual delivery period. If it is an item that we cannot re-order - we will give you a refund immediately; if it is an item we can re-order - we will inform you of the new delivery time frame and give you the choice of waiting or receiving a refund.
Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
If you have made an incorrect choice, Mountain Trader will gladly exchange, refund or credit you for full priced items within 30 days of purchase iff the following conditions are met:
- The item has not been worn or used in any way
- The packaging of the product is intact, and all swing tags are attached
- You provide a copy of the proof of purchase
- The item is returned within 30 days of purchase
- The item is returned to Mountain Trader via registered post, courier or dropped off at our shop in Bright
Please note: If these requirements are not satisfied, Mountain Trader reserves the right to not refund or exchange your product.
DUE TO HEALTH CONCERNS WE ARE UNABLE TO ACCEPT CHANGE OF MIND RETURNS ON OPENED GOGGLES OR FACEMASKS.
If you receive your item and decide it's not right for you, we do offer a credit note which is valid for three years. We do not offer a refund for change of mind or incorrect selection of size.
What happens if I have purchased the incorrect size?
If you are unsure about sizing we recommend contacting our Customer Experience team at shop@mountaintrader.com.au before purchasing. If you receive your item and need to swap the size please ensure you contact us and return it within 30 days of purchase. When your item is received and accepted for return, you will be issued a store credit which can be used within the next 3 years or we will send the correct size.
Returns - Afterpay & ZIP
When you return your item and receive a store credit, you will still be required to pay any outstanding payments. Your payments will not stop when you return an item(s). You will be issued a store credit for the full amount that you paid originally, which you may use straight away. Your store credit will last 3 years from the date of issue.
Warranty Terms and Conditions
If your goods are damaged due to manufacturing, we will refund, echange, repair or credit you within 30 days of purachse. We cannot warranty goods without proof of purchase, so please keep your reciept.
However, Mountain Trader reserves the right to not offer exchange, return, refund or credit for a product where the item fault is the result of mistreatment. Some of the things that we consider not under warranty are:
- Normal wear the occurs from usage over time. Including fabric fading from long term sun exposure or tears in fabric that are not located on seams.
- Damage due to improper care or mistreatment such as scratches on lenses
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.