FAQs

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Have a query about ordering online, shipping and stuff like that? Head to our FAQ instead

Pre-Orders

  • If I pre-order today, when does my new HOTTAP ship?

    The new HOTTAP V2 will be available for pre-order in USA, Australia and New Zealand until 28 February 2020. We will start shipping orders from 1 March 2020 onwards.  

    Once your order is shipped, you'll receive a tracking confirmation email so you can stay up to date with your delivery. 

     

    If I pre-order today, when does my 30 day money back guarantee start?

    Your 30 day money back guarantee starts from the day you receive your item, not the date which you initially purchased it. 

     

    If I pre-order today, when does my 2 year warranty start?

    Your 2 year warranty starts from the day you receive your item, not the date which you initially purchased it. 

     

    What if I change my mind / want to cancel my pre-order?

    Not a problem! Simply email or call us and we'll cancel and refund your order immediately. 

    • USA - email us at support@joolca.com or call us on on 1800 313 2421 during Sunday - Thursday between 2PM - 10PM PST
    • Australia - email us at support@joolca.com.au or call us on 1300 669 500 during Monday - Friday between 9AM - 5PM AEST
    • New Zealand - email us at support@joolca.co.nz or call us on 9 887 9334 during Monday - Friday between  11am - 7pm NZDT

     

Ordering

  • USA:

    You can order your products via:

    • Our online store at www.joolca.com
    • Over the phone on 1800 313 2421 during Sunday - Thursday between 2PM - 10PM PST (You'll be calling through to our Australian Office) 

     

    Australia:

    You can order your products via:

    • Our online store at www.joolca.com.au
    • Over the phone on 1300 669 500 during Monday - Friday between 9AM - 5PM AEST
    • Purchasing from one of our stockists on our stockist page.

     

    New Zealand:

    You can order your products via:

    • Our online store at www.joolca.co.nz
    • Over the phone on 9 887 9334 during Monday - Friday between  11am - 7pm NZDT
  • Sorry, we don't carry any stock at our Melbourne HQ and our USA / AUS / NZ warehouses don't allow for customer pickups.

    Having said that, we want to make your purchase as easy, comfortable and risk free as possible. This is why we have Free Shipping & Returns + 30 day money back guarantee. Use your product out in the field, and if you're not happy we'll send it back to us (for free) and refund your your money in full. 

    For our Australian customers, we do also sell through a retail network. Click here to find a stockist near you. Please give them a call beforehand to make sure they have the items in stock and on display before you visit them. 

  • We sell directly to the US, Australian & New Zealand public directly from our websites. Whilst our HQ is based in Melbourne, Australia we don't have any retail showrooms to view our products. 

    We ship directly to you from our 3 warehouses in Utah (USA), Melbourne (AUS) or Auckland (NZ).

    We want to make your purchase as easy, comfortable and risk free as possible. This is why we have Free Shipping & Returns + 30 day money back guarantee. Use your product out in the field, and if you're not happy we'll send it back to us (for free) and refund your your money in full. 

    For our Australian customers, we do also sell through a retail network. Click here to find a stockist near you. Please give them a call beforehand to make sure they have the items in stock and on display before you visit them. 

Shipping

  • USA:

    • We ship from our Salt Lake City, UT warehouse. Orders before 5.00 PM EST typically get shipped out the same day.
    • We ship with FedEx Home Delivery. 
    • Refer to the Transit map below for approx delivery times:

    Screen_Shot_2019-11-22_at_5.00.11_pm.png

     

    Australia:

    • We ship from our Melbourne warehouse. Orders before 9.30 AM AEST typically get shipped out the same day.
    • We ship with Australia Post. You can use their Delivery Time Calculator for a better estimate of shipping time. "From" Postcode is: 3029
    • As a rough guide, delivery is:
      • 2-4 Business days to metro areas on the East Cost
      • 2-3 Business days to Adelaide
      • 5 Business days to Perth/Darwin
      • Add 1-3 Business days for more rural areas in each state. 
    • Express Post will be overnight to most Capital Cities, and if you're rural, then you'll save a few business days (however it own't be overnight to Coober Pedy for example). 

     

    New Zealand:

    • We ship from our Auckland warehouse. Orders before 12.00 PM NZST typically get shipped out the same day.
    • We ship with Post Haste Couriers.
    • As a rough guide, delivery is:
      • 2 Business days to North Island
      • 3-5 Business days to South Island

     

  • USA Customers

    We use FedEx Home Delivery to ship our packages. Unfortunately FedEx can't deliver to PO Boxes. 

    Australian Customers

    We use Australia Post to ship our packages. Shipping to a PO Box is fine. 

    New Zealand Customers

    We use Post Haste to ship our packages. Unfortunately Post Haste can't deliver to PO Boxes.

  • We only offer Express Shipping for our Australian customers at an additional cost. You'll be able to choose the Express Shipping option on the checkout page.

    For our USA customers - we use FedEx Home Delivery to get our packages to you as quickly as possible. Currently there is no option for Expedited Delivery.

    For our NZ customers - we use Post Haste to get our packages to you as quickly as possible. Currently there is no option for Express Shipping.

  • We offer Free Delivery for all of our customers.

    • For our USA customers - we use FedEx Home Delivery.
    • For our Australian customers - we use Australia Post
    • For our New Zealand customers - we use Post Haste couriers.

Returns

  • Our Returns Policy is quite simple. Use your new products out in the field and return anything you're not happy with to us within 30 days for a full refund. We pay the return shipping too!

    Note: This only applies to items purchased directly from Joolca. If you cause damage (accidental or intentional) to the item during your trial period we won't honour the 30 day money back guarantee.

    If you would like to like to read through the Warranty Policy, you can read the Warranty Policies below:

  • We want to make it as easy, comfortable and risk free as possible for everyone to explore the great outdoors. 

    Thanks why we offer:

    30 Day Money Back Guarantee

    Your Joolca order comes with a 30 day trial. Use your new products out in the field and return anything you're not happy with to us within 30 days for a full refund. We pay the return shipping, too!

    2 Year Warranty

    For complete peace of mind, we offer 2 Years Warranty on all Joolca products. In the off change you need to make a warranty claim you won't be out of pocket at all. We will arrange to repair or replace your item within the 2 year period. 

    Free Shipping & Returns

    Your Joolca order comes with free domestic shipping. If you need to return your item under warranty it won't cost you a thing, either! We'll provide you with a return shipping label. 

  • Once we receive the returned item, we'll check to ensure everything has been returned in full and there isn't any damage to the items (accidental or intentional). 

    We'll refund your money to the original payment method. So if you originally paid via credit card, your refund will go back to that same credit card.

  • We do! 

    We'll arrange to get the item shipped back to us, at our own cost. Our support team will help arrange everything. 

  • You sure are! 

    We want to make it as easy, comfortable and risk free as possible for everyone to explore the great outdoors. 

    Thanks why we offer:

    30 Day Money Back Guarantee

    Your Joolca order comes with a 30 day trial. Use your new products out in the field and return anything you're not happy with to us within 30 days for a full refund. We pay the return shipping, too!

    2 Year Warranty

    For complete peace of mind, we offer 2 Years Warranty on all Joolca products. In the off change you need to make a warranty claim you won't be out of pocket at all. We will arrange to repair or replace your item within the 2 year period. 

    Free Shipping & Returns

    Your Joolca order comes with free domestic shipping. If you need to return your item under warranty it won't cost you a thing, either! We'll provide you with a return shipping label. 

     

Warranty

  • Your purchase is covered by a 2 Year warranty. If you have any issues with your product please reach out to our support team:

    • For USA Customers - support@joolca.com or call us on 1800 313 2421 during Sunday - Thursday between 2PM - 10PM PST. 
    • For Australian Customers - support@joolca.com.au or call us on 1300 669 500 during Monday - Friday between 9AM - 5PM AEST
    • For New Zealand Customers - support@joolca.co.nz or call us on on 9 887 9334 during Monday - Friday between  11am - 7pm NZDT

    If the item falls under warranty we'll get it sent back to Joolca (at no cost to you) and have the item fixed or replaced - free of charge. 

    If you would like to like to read through the Warranty Policy, you can read the Warranty Policies below:

  • We understand the inconvenience of having to deal with a warranty claim. We always aim to get items fixed or replaced within days of receiving the item. 

    The whole process can realistically take up to two weeks from start to finish, with shipping times to/from Joolca being the longest factor. Once we receive an item, we try to get it back out the door as quickly as possible. 

    If you need the warranty processed more quickly please get in touch with our support team and we'll try to help out as best we can.

  • Joolca handles all inspections and repairs in-house. Because of this we are able to process your warranty claim quickly.

    We currently do not have a National Repair network. 

    If you have any problems with your item, it's always best to contact us directly and we'll help you out as quickly as possible. 

     

  • For complete peace of mind, we offer 2 Years Warranty on all Joolca products. In the off change you need to make a warranty claim you won't be out of pocket at all. We will arrange to repair or replace your item within the 2 year period. 

    If you need to return your item under warranty it won't cost you a thing, either! We'll provide you with a return shipping label. 

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