Shipping Policy - FAQ

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 150mm-200mm to your metric length measurement when choosing a size to ensure the fit won't be too tight. Doing this will also allow for an easier fitting experience. 

If in any doubt, contact us to discuss before committing to a purchase.

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.
(Fitting instructions may differ slightly from the below between different
cover brands). 

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; 

·       
If space is
available, lay the cover out at the side (driver's side, not passenger's
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 all 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 driver's side to the passenger's
side;

·       
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, but be careful to NOT over-tighten; 

·       
CONGRATULATIONS!
You have now fitted your Caravan cover! 

A small step-ladder may also assist
with fitting your cover. 

No worries, we have a special
Youtube instructional video demonstrating how this can be achieved by a single
person. Click HERE to view. 

In situations where you would
either prefer to cover any accessory items in front / behind the main body
paneling such as a storage box or spare wheel/s, or where there is no option
available but to cover these, rather than connecting the male and female
side-release buckles across the front cover panel in the middle, try pulling
these down and back against the sides and connecting them to the short
side-release buckle straps (you can find these shorter straps stitched to the
cover hem). Doing this may provide a better overall fit in this area. Do not
over-tighten.  

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. 

We accept the following payment
methods: 

Credit/Debit Cards (Visa, Mastercard, AMEX) 

Paypal 

Afterpay 

Zip Pay 

Google Pay 

Apple Pay 

Shop Pay 

Bank deposit

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. 

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. 

We are located in the Newcastle region
of NSW however please note our products are shipped to you directly from the
various wholesale supplier warehouses, which helps us to maintain competitive
pricing. 

Yes! www.caravancovershop.com.au only carries brands we are an authorised online
retailer or where we have an existing wholesale agreement in place. This means
you get the full manufacturer's Warranty. 

Order Online: 

First, choose the correct cover
type, brand and size, ensuring you have measured correctly beforehand (call to
discuss if unsure!) 

As you make your selection from the
available list of cover sizes, the price will update according to that specific
item you have selected.

Add the Item to the cart using the
'Add To Cart' button and complete the checkout process.

Enter any specific delivery instructions required during checkout, i.e.
“If nobody home please leave on front porch.”

You have the option of using any of
the following payment methods: 

- Credit / Debit card (Visa/Mastercard/AMEX) 

- Paypal 

- Afterpay 

- Zip Pay 

- Shop Pay 

- Apple Pay 

- Google Pay 

- Bank Deposit 

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 ordering process
is secure and easy to follow, we understand you might prefer talking to a real
person and ask questions before purchasing. 

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 info@caravancovershop.com.au. 

When emailing please include as
much information as possible, including the make / model / year of manufacture
for your caravan, the dimensions (if known) and any other information you feel
is relevant. 

We are a licensed business in New
South Wales which means GST is already included in the product pricing. 

Due to freight conditions set by
our suppliers and the available freight contractors, please note we are unable
to ship to P.O. Boxes.

If you need an alternative option
to ship to, please consider offering a work address or the address of a trusted
family member, friend or neighbour.  

Please note during the checkout
process you can include ATL (Authority To Leave) delivery instructions for the
package to be left in a safe location if you think you might not be available
to sign at the time of delivery. 

You can expect a confirmation email
at the time your payment is captured, and once your item is shipped you can
expect a separate email containing shipment tracking details. 

As soon as your order has been
assigned a consignment / tracking number you can expect an email advising these
details, along with 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 email each time
there is progress with your delivery. 

This saves you the hassle of
tracking the item yourself. 

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 occasionally
it may take up to a week for shipment details to made available to us. 

In situations where we place your order
with our cover supplier only to discover your item is on back-order, we will
contact you immediately to discuss the matter. There may be another suitable
cover option available which you can agree to swap to, or alternatively we can
provide a full refund if you are unable to wait until the correct item is
available.  

Once the item has been shipped please
allow between 5 and 14 business days for delivery
(possibly longer for more remote destinations).

Delivery delays may occur when
freight companies experience heavy parcel volumes. All freight and logistics
delays are outside of the control of Caravan Cover Shop. 

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 / Big Post / TNT / Australia
Post / StarTrack / Couriers Please / Aramex (formerly Fastway). 

Note that in some instances it will
be standard practice for a primary freight operator to 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. 

Cancellation of an order may only
be made within 24 hours of the order being made. After 24 hours of the
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 are unable to be cancelled after
24 hours of being made as by that time the order details are with the cover
supplier and we cannot guarantee that the cover won't be shipped. 

Returns can only be
accepted in situations where: 

- the cover arrives in a damaged
condition, or; 

- due to Supplier / Warehouse error
(i.e. if an incorrect size is shipped in error). 

Returns will 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
costs for arranging a return, and will then offer a choice of the
following options: 

- full refund of the purchase price
– to be processed within 24 hours of the matter being discussed and this course
of action being agreed upon between the Customer and Caravan Cover Shop, or; 

- the correct cover size will be
shipped. In such cases the difference in retail cost for the change in size
will be either invoiced to the Customer (if a larger size is required) or
refunded to the Customer (if a smaller cover size is required). If invoiced for
a larger cover size, the invoice must be paid to Caravan Cover Shop in full prior
to the new cover being shipped.

In such cases, please call 1300 044965 to discuss or use our Contact Us Form. 

Please inspect the packaging of
your item(s) upon arrival. If you notice any obvious damage to the external
packaging, please take clear close-up photos either when signing for the delivery,
or when you first notice the damage if the item has been left as an ATL without
a signature.

Send all photos to: info@caravancovershop.com.au and we will contact the cover
supplier on your behalf and facilitate a replacement cover to be sent.

"CARAVANCOVERSHOP" is the
credit card statement identifier for our e-commerce store www.caravancovershop.com.au. 

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.