Frequently Asked Questions
Where is FreshTrek located?
Our head office is in Melbourne, Australia. We are an Australian-owned brand, proudly serving adventurers and outdoor lovers from our home base in Victoria!
How much does shipping cost?
We offer Fast, Free & Tracked delivery Australia-wide on all orders, so you don’t pay extra for sending our in-demand gear to your door.
How long does delivery take?
We offer free delivery on all orders. Most items arrive within 3 to 10 working days, depending on your location within Australia.
Do you ship internationally?
Currently, we ship within Australia only. You can contact our team for any further questions or potential custom international deliveries.
What is your refund / money-back guarantee policy?
We believe in our gear so much that we back all orders with a 30-day money-back guarantee. If you’re not completely satisfied, reach out and we’ll make it right. We offer both replacement products and full refunds. For more information, visit our ‘Refund Policy’ in the footer of our website.
Is my payment information secure?
Yes, all transactions are processed through encrypted and secure checkout systems to protect all of your information.
How do I track my order?
Once your order ships, you’ll receive a tracking link via email so you can follow it every step of the way. Simply use the link or enter the tracking number on the ‘Track Your Order’ page at the top of the website or in the website menu if you’re on a mobile device.
How do I contact customer support?
Our friendly support team is ready to help. You can reach us through our contact form located on our 'Contact us' page, or by emailing us directly at freshtrek.co@gmail.com.
Our operating times are Monday to Friday, 9AM - 5PM AEST. We aim to respond within 24 hours during weekdays.