FAQ (Frequently Asked Questions)
HOW DO I CHOOSE THE RIGHT COVER?
The cover you choose will depend on a number of factors
- do you plan to use your cover for an extended period of time?
- will your cover be placed in direct sunlight, or part / full shade?
- will your cover be subjected to strong wind conditions?
Every vehicle has different storage needs and faces different environments, so it's important to discuss your needs ahead of making a decision on what to buy.
If your vehicle is lucky enough to be stored in a garage when not in use you may consider using a lighter grade of cover.
If your vehicle will be out in the elements, in full sun, rain and wind, then a heavier duty cover is for you.
But what's most important?
You need the correct size!
Measuring your caravan body (excluding the draw-bar) from front most panel to rear (metric measurement) is recommended. You can then compare your measurements with those appearing on our online store, ensuring you choose the best size.
TIP: Always add an additional 10cm-15cm to your metric length measurement when choosing a size to ensure the fit won't be too tight. Doing this will also make for an easier fitting experience.
If in any doubt, contact us to discuss before committing to a purchase.
HOW DO I FIT MY COVER?
Generally, most Caravan / Pop Top / Camper Trailer / Motorhome covers are fitted in much the same way.
Caravan Cover Shop does supply a number of different brands however, and there are some minor differences in the way these are fitted and secured.
As a general rule of thumb the following instructions will assist you with fitting your cover correctly.
Ideally, you will need two people to fit your caravan cover.
N.B. your cover should not be fitted to a wet caravan.
Make sure all aerials and protruding objects are fully retracted;
Lay the cover out at the back (off-side Not door-side) of your Caravan;
Look for the front tag on the hem of the cover to indicate direction;
Stretch the Caravan cover to its full length;
When the cover is fully stretched, find and unzip the 3 zips, which will open one side of the cover;
Lay the unzipped side panels over the top of the Caravan cover;
One person should stand at each end of the Caravan;
Check location of any obstruction such as air conditioners, antennas etc.
When both people are ready, carefully pull the cover from the off side to the front door side;
Then fit the elastic hem of the cover to the front and rear of your Caravan;
Pull all 3 zippers to the closed position;
Pass the nylon straps under your Caravan and fasten buckles to hold Caravan cover firmly in place;
CONGRATULATIONS! You have now fitted your Caravan cover!
A small step-ladder may assist with fitting your cover.
But what if there's only ONE of you available?
No worries, watch our special Youtube instructional video, demonstrating how easy this can be achieved by a single person. Click HERE to view.
DOES MY COVER COME WITH WARRANTY?
Yes, your cover comes with Warranty from the individual cover manufacturer.
Please check the manufacturer's Warranty information enclosed with your cover, or alternatively visit the manufacturer's website for their specific Warranty terms.
In cases where a Warranty Claim is made, please note Caravan Cover Shop is not responsible for making claim decisions, as these are the responsibility of the cover manufacturer.
Caravan Cover Shop will assist in facilitating a Warranty claim by passing along communications between Customer and manufacturer as required.
Once a claim has been assessed by the cover manufacturer and the claim is agreed to, the customer will be provided options in either having the cover repaired or replaced, depending on the specifics of the claim.
The options offered will depend on considerations made by the manufacturer with respect to certain factors, including the age of the cover, the cause of the damage, and whether the correct application has been applied.
The available options include:
- having the cover repaired / patched;
- being sent a full replacement cover (where stock is available) or;
- being offered a replacement cover of a different brand where the original cover is not available in stock, or;
- being offered a partial or full refund for the original cost of the cover.
Covers are guaranteed against faulty materials and workmanship, provided the cover's correct application is applied.
Please note shipping and handling costs are non-refundable. Normal wear and tear, wind, UV & accidental damage are not covered under Warranty.
AM I COVERED BY INSURANCE?
Caravan Cover Shop offers Insurance at an additional surcharge through Freighty, an Insurance Company underwritten by Chubb.
At the time of purchase, Customers have the option of adding Freighty Insurance to the Cart. This additional amount is no more than 2% of the price of the item.
Freighty Insurance policies cover goods lost or damaged in transit up to the insured item’s value (maximum limit of AUD $5,000).
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept the following payment methods:
Credit/Debit Cards (Visa, Mastercard)
IS IT SAFE TO USE MY CREDIT / DEBIT CARD AT caravancovershop.com.au?
Yes, we use only the most trusted payment platforms i.e. Paypal, Stripe which adhere to strict PCI Compliance regulations, so you can rest assured your personal details are safe.
IS MY PERSONAL INFORMATION SECURE?
www.caravancovershop.com.au employs the very latest (SSL) Secure Socket Layer technology to ensure your personal information remains secure. We do not, share or sell any of your personal information with third parties.
WHERE ARE YOU LOCATED?
Our office is located in Newcastle NSW, however our products ship directly from the manufacturer's own warehouses, saving you time and money.
ARE YOU AN AUTHORISED ONLINE RETAILER?
Yes! www.caravancovershop.com.au only carries brands we are an authorised online retailer for. This means you get the FULL manufacturer's Warranty.
HOW DO I PLACE AN ORDER?
First, choose the correct cover type, brand and size, ensuring you have measured correctly beforehand (call to discuss if unsure!)
By clicking on each size option, you will notice the price shown above will update.
Add the Item to the cart using the orange 'Add To Cart' button, and complete the online ordering process.
You have the option of using a Credit / Debit card, Paypal, online Bank Deposit, Afterpay (Buy Now - Pay Later!), Shop Pay, Apple Pay, Google Pay and even Bitcoin!
If there are any questions at all throughout this process, please feel free to call us to discuss on 1300 044965.
Order by Phone:
Even though the online purchase process is extremely secure and easy to follow, sometimes you might prefer talking to somebody and ask a few questions prior to finalising your order.
Caravan Cover Shop has assisted many customers by taking orders over the phone using a credit / debit card.
We will happily discuss your specific needs with you to ensure you select the right cover before you commit to a purchase.
Order by Email:
If you want to place your order via email, you have two options. You can:
- use our handy Contact Us form to send us a message, or;
- send an email to email@example.com.
Please include as much information as possible, including the type of van you own, the metric L x W x H dimensions, and any other information you feel is relevant.
DOES caravancovershop.com.au CHARGE GST?
We are a licensed business in New South Wales which means GST is already included in the product pricing.
CAN YOU SHIP TO A P.O. BOX?
At this time, we are unable to ship to P.O. Boxes. This condition has been set by the various freight operators that our suppliers use.
If you feel that your street address is too difficult to ship to, please consider offering a physical work address or the address of a trusted family member / friend.
WHEN WILL I BE CONTACTED TO CONFIRM MY ORDER?
For all orders we will send you a confirmation email at the time your payment is captured, and another email is sent containing shipment tracking details once your order is ready to shipped.
WHEN WILL I BE CONTACTED REGARDING DELIVERY?
As soon as your order has been assigned a consignment / tracking number, and once we are notified, you can expect an email advising the tracking number and a tracking link you can use to track your item online.
Caravan Cover Shop uses the Aftership application for all deliveries, meaning you can expect to be regularly notified by either email / SMS (or both) each time there is progress with your delivery.
This saves you the hassle of tracking the item yourself.
HOW LONG DOES IT TAKE TO SHIP MY ORDER?
Once we receive your order we submit your details through to our cover supplier the same day.
Your order is then processed and is generally ready for shipment as early as the following business day, but generally no later than two business days.
Occasionally we may place your order with the supplier only to be advised that the item is on back-order. If this happens we will contact you immediately to discuss the matter, and offer you a choice of a full refund if you are unable to wait until stock is available.
Please allow between 5 and 14 business days for delivery. Delivery delays may occur when freight companies experience heavy parcel volumes.
Once your item has been shipped, please allow up to 14 business days for delivery. While most deliveries will be received within 7 business days, freight to remote areas may take longer.
If you feel your delivery is taking longer than expected, please refer to the tracking details that have been provided. Alternatively, you may contact us using the Contact Us form or call us on 1300 044965 and we will assist.
Depending on your location, the Courier services used include, but are not limited to, Sendle, Australia Post, Couriers Please and Aramex (formerly Fastway).
It is standard practice that a freight operator use a 3rd party courier service to get your package to the closest major depot to you. Please note that in such cases the tracking information may no longer be available once the package is passed on to the 3rd party.
CANCELLATIONS, RETURNS AND REFUNDS:
Cancellation of an order may only be made within 24 hours of the order being made. After 24 hours of he order being placed, a cancellation fee of $20.00 will be deducted from the amount already paid, and the balance is then immediately returned to the Customer by the same payment method used for the purchase.
Orders can not be cancelled after 24 hours of being made, as the order and shipment details are with our cover supplier and we cannot guarantee the cover won't be shipped.
Returns can only be accepted in situations where:
- the cover is delivered in a damaged condition, or;
- due to Supplier / Warehouse error (i.e. if an incorrect size is shipped in error).
Returns can not be accepted where a Customer has had a change of mind, or where a Customer has chosen an incorrect size without having first correctly measured their vehicle and/or had prior consultation and advice with Caravan Cover Shop.
If Caravan Cover Shop has recommended a particular size (either over the phone or in writing) and it does not fit, then Caravan Cover Shop will accept full responsibility and payment for arranging a return, and will then process a full refund of the purchase price within 24 hours of the matter being discussed and this course of action being agreed upon.
In such cases, please call 1300 044965 to discuss or use our Contact Us Form.
WHAT HAPPENS IF MY COVER IS DAMAGED WHEN IT IS DELIVERED?
Please inspect the packaging of your item(s) upon arrival. If you notice any damage please make note of it when signing for delivery..
In cases where the item was authorised to be left without a signature (ATL), please inspect the package as soon as you can once you have it in your possession.
If your item(s) arrives damaged, please take clear photos of any affected areas and send to: firstname.lastname@example.org and we will contact the manufacturer on your behalf and facilitate a replacement cover to be sent.
WHAT IS THE CREDIT CARD STATEMENT IDENTIFIER FOR MY PURCHASE WITH CARAVAN COVER SHOP?
"CARAVANCOVERSHOP" is the credit card statement identifier for our e-commerce store www.caravancovershop.com.au.
I HAVE A QUESTION YOU HAVE NOT COVERED.
Please feel free to contact us with any questions we have not answered here. Simply use our Contact Us form, or call us on 1300 044965.