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FAQs

What forms of payment do you accept?

We currently accept all Australian Visa, Mastercard and American Express Cards including via Apple Pay and Google Pay. We also accept Zip Pay and Zip Money for purchases over $500 in value. To open a Zip account click here

How can I be sure my credit card details are safe with you?

Yes! You can shop with Upfitter with confidence. All credit card payments are handled by Stripe.com which offers safe and secure credit card transaction for our customers. Stripe is Payment Secure and follows all protocols with sensitive customer data. Upfitter does not receive your credit card details, these are only accessible to Stripe. For more information on Stripe click here 

When is my credit card charged for my order?

Due to items being built on demand for your specific Vehicle your credit card is charged at the time of your order. Items that are shown as 'pre-order' are also charged at the time of your purchase. Please refer to our Terms of Trade for further information on our policies relating to stock and your purchase. If you wish to cancel at anytime or order an alternate product please contact our support team by phone 1300 UPFTR or use our enquiry form. Please refer to our policy on Returns & Refunds for further details.

Do I have to create an account to order from Upfitter?

No, you may checkout as a guest. However, if you do create an account you can view your order history as well as check the status of your order at any time from your account page. Here you can retrieve invoices and contact us in regards to your order.  If you are purchasing products as a dealer, you are required to create an account prior to making a purchase. 

How do I update my profile information on my account?

Once you have logged in to your account, you can select "Settings". There you will have the options to add or remove billing information, business and contact details and your vehicle type. You can also retrieve your tax invoice.  

How do I update my shipping details on my account?

Once you have logged in to your account, you can select “Addresses”. There you will have the options to alter your shipping information. Please note if you have recently made a purchase, your order will reflect the address at the time of purchase. If you wish to update the shipping address for an order just placed, please contact us via 1300 UPFITR or use our enquiry form. Please note, we are unable to change your shipping address once an order has been dispatched from our warehouse. 

I'm looking for a specific accessory for my vehicle, can you help? 

We can certainly try! If you're looking for an accessory from one of our brand partners for your vehicle make/model, use our product request feature. We can't guarantee we can get it, but we'll do our best. Please note that a custom order can have long lead times depending on our suppliers location and their sea freight schedule with Upfitter. 

Can I use my own courier? 

Yes, you can. During checkout, under Shipping Options please select 'BYO Courier'. Our warehouse will advise when your order is ready for collection. Important - You should not book your courier until you have received confirmation your parcel is ready for pickup. Weight and Dimensions are available from our Customer Support Team. When choosing 'BYO Courier' you are responsible for any insurance or damage related claims with your courier. 

Do you offer click & collect or pickup from your warehouse?

This is planned.  However depending on your location and order requirements we may be able to assist you through our Melbourne warehouse or our Sydney head office. Before ordering get in touch via 1300 UPFITR or use our enquiry form.

How do I unsubscribe from e-mails?

Each promotional e-mail that we send from Upfitter will include an "unsubscribe" link for your convenience. When you next make a purchase you will continue to receive order related emails. If you have any problems unsubscribing simply give us a call or submit an enquiry with your e-mail address and we can take care of that for you.

How do I check the status of my order?

You can log into your account page to check the status of your order or contact customer service. We'll also send you an email and sms (if you supply your mobile number) with your tracking information once your order has shipped.

What delivery methods do you offer?

Same Day, Express and Stanard depending on your location and the item.  We use Shippit for all our deliveries which will present you with available options for your order on checkout.  We automatically ensure you get the lowest cost / quickest delivery from our partners including Australia Post, Direct Freight Express, TNT, Allied Express and Couriers Please. Alternatively you can BYO Courier - see below for further information. 

Why is my delivery charge so expensive?

Delivery charges are retrieved in realtime from our partners and are based on your location, the weight and dimensions of your order. Many of our items are considered bulky goods or heavy lift and require a specialist freight providers, and in some cases are required to be on pallet or skid (bullbars are an example). Alternatively you can select BYO Courier at checkout. See below for further details

Will you let me know if an item is on out of stock and what are my options?

Our inventory is updated in real-time on our website. Products shown as 'In Stock' are on-hand in our Melbourne warehouse. On rare occasions orders made for stock may result in stock being unavailable for immediate shipment. In the case that an item you have ordered is out of stock, our customer service team will reach out via email to notify you. At that time if you wish to cancel your order, wait until it's in stock, or exchange for a different item our team can assist with that request.

Will you let me know if my item has shipped?

Yes, you will receive an email and SMS (if you supply your mobile number) with your tracking information and estimated delivery date once your order has shipped. Also you may check your account to get your order status and tracking number. We use Shippit for all our deliveries, and depending on your order, it may be delivered by Australia Post, StarTrack, Toll, Couriers Please or Direct Freight Express.  Please refer to our shipping policy for further details on shipping times. 

Will my order be left somewhere safe if I'm not home?

Due to the high value of orders, Upfitter does not give couriers authority to leave 'ATL'. You must ensure you or someone is available at your shipping address to receive the goods you ordered otherwise they will be held by the courier at their depot. You may be liable for re-delivery costs should you miss your delivery. Please refer to our shipping policy for further details on our delivery requirements.  

How do I track my order?

There a couple ways to track your order. You will receive an email and or SMS with tracking information once your order has shipped. You may also check your Account area. Also you can contact our Customer Service Department and someone can help you with that information.

I need to return my purchase - change of mind / damaged delivery - where do I begin?

Please refer to our Returns & Refund Policy for conditions relating to returns and refunds.  If your product has been damaged in shipping, a damage report must be reported within 3 business days of receiving your item. 

Who pays for the return shipping?

Please refer to our Returns & Refund Policy for conditions relating to returns and refunds. The customer is responsible for returning their purchase back to our facility. Please Note: An additional 20% restocking fee can also incur in these scenarios and is at the discretion of our staff based on the Returns and Refunds Policy.

I received the incorrect item what do I do?

If you have received an incorrect item from our warehouse, please send a message from your account or contact our customer service department at 1300 873 487 within 3 days of delivery with the information of your purchase and we will arrange to have the item picked up and replaced for you.

I think my order was lost in transit, what do I do?

Please contact customer service at 1300 873 487 Mon-Fri 8:30am - 5pm AEST or send a message from your account page.

My order shows as having been delivered, but I don't have it. What should I do?

If you order has not arrived within the estimated delivery timeframe, please call our Customer Service Department 1300 873 487 Mon-Fri 8:30am-5pm EST. We can investigate the issue further.  If we are  unable to locate the item, we will file a lost package claim on your behalf with the carrier. They will then take steps to locate your item. In most cases, the item is located within 2-3 business days. If after an investigation the item is indeed lost.

How do I become a supplier of accessories to Upfitter?

Our product team are constantly scouting the globe for must-have vehicle accessories. If you're like to get in touch use our supplier form.

I need help fitting an accessory to my vehicle. What do you recommend? 

Check out our installer locator for your make/model. Alternatively your local mechanic may also be able to assist. 

How and when can I contact customer service/support?

You can contact customer service at 1300 873 487 Mon-Fri 8:30am - 5pm AEST or use our enquiry form.
For enquiries about existing orders please send a message from your account page.