Shipping policy

Thank you for visiting and shopping at Trekano. The following information sets out the terms and conditions that constitute our Shipping Policy.

1. Processing your Order

An email confirmation is sent to your e-mail address after placing your order. Please

keep this e-mail as proof of your purchase.

2. Shipment Processing Time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, all orders are processed within upto 14

days. We will contact you for some reason if there are any delays.

However, some orders may ship within as few as 1 day and some may take up to 30

days.

3. Shipment Locations

3.1. Domestic and International

Trekano ships domestically as well as internationally. If you have a question about domestic or international deliveries,

please contact us at customercare@trekano.com.

3.2. Shipping Restrictions

Our company does ship to both commercial and domestic addresses.

4. Shipment rates and delivery estimates

We endeavor to get your order to you as soon as possible. Once your order is placed,

an estimated delivery time will be provided to you. Delivery times are estimates and

commence from the date of shipment, rather than the date of order. Delivery times are to

be used as a guide only and are subject to the acceptance and approval of your order.

Estimated arrival dates are not guaranteed. Weather delays and other unforeseen

circumstances may impact delivery time. Unless there are exceptional circumstances, we

make every effort to fulfil your order.

(a) Express Shipping

The order will arrive within 1-2 days (COVID-19 may impact delivery times)

business days.

Express Shipping costs subject to order volume.

(b) Standard Shipping

The order will arrive within 4-5 days (COVID-19 may impact delivery times)

business days.

Standard Shipping costs subject to order volume.

(c) Please note:

(i) Business day means Monday to Friday, except holidays.

(ii) Orders are not shipped or delivered on weekends or holidays.

(iii) Date of delivery may vary due to carrier shipping practices, delivery

location, method of delivery, and the items ordered.

(iv) Products may be delivered in separate shipments.

(v) When placing your order, we consider these factors when calculating the

Estimated Delivery Date:

(A) Transit Time: The amount of time it takes your order to leave our

distribution centre and arrive at the local delivery carrier.

(B) Weight factor: Shipping costs are based on the weight of your order

and the delivery method. To find out how much your order will cost,

simple add the items you would like to purchase to your cart, and

proceed to the checkout page. Once at the checkout screen,

shipping charges will be displayed.

(vi) Due to COVID-19 restrictions may impact delivery times, packages to and

from our facility in Glendenning, NSW Australia may be delayed. We

appreciate your patience during this time.

(vii) We will not be responsible for wrong shipping address if you provide

incorrect information.

(viii) In-store pickup dates vary based on product availability.

5. Tracking Options

Trekanoaims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and

shipped, you will receive a link to track your package.

5.1. Domestic and International

All orders delivered within Australia automatically have tracking.

International orders are sent with Fedex. This service comes with tracking and

your tracking number will be sent to you once it has been posted. If we are

requested to make alternative shipping arrangements we cannot guarantee

tracking and will not be responsible for the delivery of orders sent internationally.

6. International Customs, Duties and Taxes

Fedex handles international shipments and takes care of international pricing, customs

and tax guidelines, extra costs, etc.

7. Damages

If there is any damage to the packaging on delivery, contact us immediately at

customercare@trekano.com.

8. Missing or Lost Package

There are several reasons why a package gets lost or becomes a deliver exception.

We’ve found that, more often that not, the package is either in the building or with a

neighbour. Trekano politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at customercare@trekano.com to report missing or lost packages.

9. Questions

If you have any questions about the delivery and shipment of your order, please see our

FAQ page,www.trekano.com/FAQ, or contact us at customercare@trekano.com.