Welcome to Camelbak Camp Shop’s FAQ section! We’re here to help answer your questions about our ultralight outdoor gear, shipping policies, and more. Whether you’re preparing for a weekend hike or a global expedition, we’ve got you covered.

About Our Products

What makes your outdoor gear special?
Our products are designed with the serious adventurer in mind. We specialize in ultralight equipment that doesn’t compromise on quality or functionality. From our award-winning shelters to our performance hiking clothing, every item is selected to enhance your outdoor experience while minimizing weight.
Do you offer products for different seasons?
Absolutely! Our Hiking Clothing collection includes gear suitable for all seasons, from breathable summer wear to insulated layers for colder conditions. Our Lightweight Sleep Gear also includes options with varying temperature ratings.
How do I choose the right pack size?
Our Packs & Bags section includes detailed sizing guides for each product. Consider the length of your trips and the amount of gear you typically carry. For multi-day hikes, we recommend packs between 50-70 liters for most adventurers.

Ordering & Payment

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure online payments. All transactions are encrypted for your protection.
Is my payment information secure?
Yes! We use industry-standard SSL encryption to protect all your payment information. We never store your full credit card details on our servers.
Can I change or cancel my order after placing it?
You can request changes or cancellations within 2 hours of placing your order by emailing [email protected]. After this window, your order will likely be in processing and we may not be able to make changes.

Shipping & Delivery

Where do you ship to?
We deliver worldwide to most locations (excluding some remote areas in Asia and other regions). Our trusted carriers include DHL, FedEx, and EMS to ensure your gear arrives safely.
What are my shipping options?
We offer two shipping methods:

Standard Shipping: $12.95 AUD via DHL or FedEx (10-15 business days after dispatch)
Free Shipping: Available on orders over $50 AUD via EMS (15-25 business days after dispatch)

All orders include tracking information.
How long does order processing take?
Most orders are processed and shipped within 1-2 business days from our Perthville warehouse. You’ll receive a dispatch notification with tracking information when your order ships.
When should I order to ensure my gear arrives before my trip?
We recommend ordering at least:
– 3 weeks before your trip if choosing free shipping
– 2 weeks before your trip if choosing standard shipping

This accounts for processing time and any unexpected delays.

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the date of delivery. Items must be unused, in original condition with all tags attached. We’ll provide a full refund upon receipt and inspection of returned items.
What if my item arrives damaged?
In the rare case of shipping damage, we’ll replace affected items at no cost to you. Please contact us at [email protected] within 48 hours of delivery with photos of the damage.
How do I initiate a return?
Email our customer service team at [email protected] with your order number and details about the item you wish to return. We’ll provide return instructions and any necessary documentation.

Contact & Support

How can I contact customer service?
Our hiking-experienced customer service team is available via email at [email protected]. We typically respond within 24 hours.
Where is your company located?
Our headquarters and warehouse are located at:
48 Bathurst Road, PERTHVILLE, AU 2795
All orders ship from this location.

Didn’t find the answer you were looking for? Our adventure-ready customer service team is always happy to help! Email us at [email protected] and we’ll get back to you faster than you can pack your backpack for your next hike.