For expert advice and friendly service, you can contact us by phone or email. We look forward to talking with you soon.
If you have a product that you believe requires a warranty claim or you wish to return, please use our Returns and Warranty Claims form . For all other enquiries, use our General Enquiries form below.
Monday - Friday
9.30am - 5.00pm AEST
9.30am - 1.00pm AEST
Monday - Friday
9.30am - 4.30pm AEST
9.30am - 1.30pm AEST
Q. My Rhino-Rack Vortex Bars arrived but are missing the rubber strip.
A. If you have received your Rhino-Rack Vortex Bars and have unpackaged these from the box only to notice that the rubber strips are missing don't worry! The Rhino-Rack Vortex bars ship with the Vortex strips inside the bars and during shipping, they can get stuck. It's always best to remove both end caps and shake the bar vertically to dislodge the strips.
Q. I have received my Yakima/ Prorack Roof Rack Kit but I only got the bars
A. If you have received your order from us but realised you have only received one package (the roof rack bars) don't worry! To aid in shipping and prevent loss/Damage, our warehouse team will often pack your fitting kit inside of the larger Roof Rack box. You should find a grey box inside the long Roof Rack box, nested between the two Roof Racks.
Q. I have only received part of my order, where is the other package?
A. A lot of the items shipped from our warehouse are heavy or bulky which requires an extra layer of manual handling from our couriers. This often means that some deliveries may be completed in two or more parts. This is extremely common and not at all out of the ordinary. If you've experienced this problem then we recommend that you put the shipping information you received from us into the courier's official tracking website for additional information.
Q. Do you have a shop I can visit?
A. We are a fully online retailer and don't currently have any stores in Australia.
Q. Can I click and collect an order?
A. Yes! We provide free warehouse pickup from our Newcastle-based warehouse. You can request a free pick up from our warehouse in the shipping options at check out and we will send you a notification via email when your item is ready for pick up from our warehouse.
Q. Can I choose the courier or shipping method?
A. Our couriers are assigned based on evidence-driven data to reduce both the shipping time and cost for our customers. Due to this, we are unfortunately unable to assign a preferred courier for your delivery. In some circumstances we can offer shipping options such as express shipping, please contact our Customer Service Team in regards to this.
Q. Can you confirm you have stock of a product?
A. If you have noticed that one of our stocked items is showing as a limited quantity on our website and would like our team to confirm we definitely have this stock on hand please contact our Customer Service Officers at firstname.lastname@example.org or 02 8318 7755 who will happily request a stock check be completed by our Warehouse Team. Please note that our Customer Service Team is based remote to the Warehouse and so they will have to await confirmation from the Warehouse Team as to stock availability.
Q. I'd like to return my order for a refund/ exchange
A. Please complete our returns claim on our website, our Customer Service Team will then be in touch with you.
Q. Can I Request a Price Match?
A. If you see a better price elsewhere, whether in-store or online, then we will definitely do our best to match it.