FAQs

Here are our most commonly asked questions. If your answer isn’t here, please contact us!

General FAQs

Can I pick up my order from the warehouse?

No, it is a big shared warehouse, not a store. If you would like to purchase in person at a store, click here for a list of stores.

Can I track my order?

Yes! Once your order ships, you will get an email from us with your consignment ID. Using that con note, you can track your order online at

https://startrack.com.au/

Or by calling Star Track Express on 13 23 45

Do I need to be at home to sign for delivery?

Yes, Star Track are a courier service and require a signature on delivery. It doesn’t have to be you

personally, but somebody needs to be at the delivery address.

Please note – if nobody is home to sign for delivery, you will incur a re-delivery fee!

If you know this is going to be a problem, consider using another address for delivery, such as a work

address, OR you can give Authority to Leave during the checkout process.

Guarantee

Personal Guarantee from Oz Inflatable Kayaks

Yes, they are THAT GOOD!

We are proud to offer a 30 day satisfaction guarantee on our inflatable kayaks and SUPs, because we know that they are awesome.

Of course, the kayak or SUP needs to be in as-new condition and we won’t be able to refund you for shipping or courier charges, but it’s still a pretty good deal!

Please Contact us before you return your inflatable kayak or SUP.

How Do I Pay?

You can pay using PayPal, Credit Card or Afterpay

 

You can also pay via EFT (Electronic Funds Transfer.) Orders are not shipped until funds have been cleared in our account. Please contact us to use EFT.

How long does delivery take?

We need about a day or so to process the order. Once your order ships, the transit times vary depending on how far away you are from the Brisbane warehouse.

Brisbane, Gold Coast, Sunshine Coast, Sydney – overnight

Melbourne – 2 nights

Perth – freakin’ forever … seriously, it’s something like 7-10 days.

How much does shipping cost?

Shipping is absolutely free for orders over $200!

For orders under $200, you pay a flat rate of $29.

Warranty Information

All Advanced Elements products come with a 1 year warranty – for details on the warranty, please visit www.advancedelements.com/warranty.html

All Friday Harbor products come with a 90 day warranty – for details on the warranty, please visit www.advancedelements.com/warranty.html

Inflatable Kayak or SUP Faulty Upon Delivery

If your inflatable kayak, SUP, paddle or accessory is faulty when it arrives, please use our Contact us page immediately. Please detail exactly what the fault is and we will give you a return code and shipping instructions. In some cases, a replacement may be shipped to you, in some cases the fault may be repaired.

What does Authority to Leave (ATL) mean?

ATL means you are happy for Star Track to leave your order at your door. This is a great way of avoiding re-delivery fees if you are comfortable to take the risk.

What is the risk?

Well, if somebody walks past your house and steals your order, I’m afraid that’s that. I can’t replace your order for free and Star Track Express are not responsible.

Where do you deliver?

We deliver Australia wide.

Who will deliver my order?

Good old Star Track Express!