1.0 Stock and Products
1.1 I can’t see my size! Or my favourite colour!
The stock we have listed online is everything we currently have. Unfortunately, we will not be restocking out of stock items until later in 2023.
1.2 How big/small are the t-shirt sizes?
Our new brand shirts are slightly oversized. If you’re stuck between sizes, please opt for the smaller size.
1.3 I wish you stocked other items!
What other items would you like to see on the shop? Feel free to let us know at [email protected] – we would love to hear from you 😊
2.0 Orders
2.1 I’ve submitted an order, but I have not received a confirmation email
Chances are this email has found its way to your spam folder! If this isn’t the case, reach out to us at [email protected] and we will resend this to you.
2.2 How many days does it take for my order to be processed?
Please allow 3-5 business days for your order to be processed and picked up by our Sendle courier.
2.3 It’s been more than 5 business days and I haven’t received any updates. Is my order on its way?
Please send us an email at [email protected] and we’ll figure out what’s going on.
2.4 Hold on! I want to add another item to my order, but it’s already been submitted. Can I add to my order? I don’t want to pay double the shipping cost.
Perhaps you didn’t realise how funky our socks are, and you’ve noticed just after hitting that ‘Complete My Order’ button! Do not fear – we can relate, they are pretty cool. If you have submitted an order and find something else you’d like to add on, please send us an email within one (1) hour of submitting your order. We can then jump in and edit your order, and will send you an adjusted invoice.
3.0 Shipping and Delivery
3.1 Can I just pick my order up at my next program? Or at my local Camp Quality office?
Unfortunately not. All Camp Quality Shop stock is based in the one location, and shipped directly, so you will need to select and pay for shipping.
3.2 My parcel hasn’t arrived yet…
Please check your Sendle parcel tracking – if the latest expected arrival date hasn’t yet arrived, please wait until that date before taking action. If that date comes and your parcel still hasn’t arrived, please report your item as ‘not received’. This can either be reported directly through Sendle, otherwise you can also reach out to us at [email protected] and we can initiate this process with Sendle on your behalf.
Most likely, Sendle will locate the missing parcel either in one of their depots or delivery vehicles and send it on its merry way! If Sendle are unable to locate your parcel, and the parcel was reported as ‘not received’ within 20 days of the final expected arrival date, an investigation will be launched.
4.0 Volunteers & Families
4.1 I’m a Camp Quality Volunteer and/or Family Member. Can I only wear my merchandise at Camp Quality programs?
Nope! We’d love you to wear your merchandise out and about! This creates an opportunity for you to spread awareness about Camp Quality, and the volunteer experience. However, please exercise your judgement when deciding where to wear the brand. We trust you to represent the brand in a positive manner!
4.2 I’m a volunteer – what about my yellow t-shirt? Can I buy more of those?
You will receive a new brand, yellow volunteer Giggle-shirt at the next program you attend – if you haven’t already. These cannot be purchased on the shop. Please reach out to [email protected] if you have concerns or questions.
4.3 I’m a volunteer. Can I buy a colourful Giggle t-shirt and wear it on a camp?
Absolutely! However, we do ask that you wear your provided yellow volunteer t-shirt on the first day of the program – this allows our campers and families to better identify and interact with our volunteers. We will also ask volunteers to wear their yellow t-shirts should there be an external event or visit – this is so you’re easily visible to our families and campers. Outside of these times, you’re welcome to wear your colourful Giggle t-shirts.
4.4 I’m a newly registered Camp Quality family. Do I need to buy shirts for all my family?
You do not need to purchase shirts for your family if you are a registered Camp Quality family. You and your other family members registered with us will receive one Camp Quality shirt each at your first program. We then encourage you to wear these shirts at any following programs – it helps our staff, volunteers and other families to better identify each other, and creates and increased opportunity for connections to be fostered. It’s especially helpful if you attend a Family Fun Day, where you may all be out in the general public. If you have any questions, please speak to your local Family Program Coordinator or contact us here.
If you’d like to purchase additional shirts for your family, you’re welcome to – but please don’t feel obligated to.
4.5 I’m a registered Camp Quality family, and we haven’t received new brand shirts yet.
You may have received one new brand shirt each for your registered family members if you’ve attended a Family Camp or Family Fun Day since October 2022. If your kids have attended a Kids’ Camp since October 2022, they may have received their one new brand shirt during that program. If you have attended a program since October 2022 and have not yet received one new brand t-shirt per registered family member, please reach out to your local Family Program Coordinator.
5.0 Shop and Merchandise Accessibility
5.1 Why can’t I find the Camp Quality shop when I search online?
You MUST use the link we’ve provided you within a recent email direct from Camp Quality, to access the new brand Camp Quality Shop. This is a special link, as the new brand shop cannot be accessed by a general web search. This link has been supplied to volunteers, families, staff, supporters, and partners.
5.2 Where can I wear my Camp Quality merchandise? Can I only wear it at Camp Quality programs and events?
While we have had different guidelines in the past, we would now love you to wear your Camp Quality merchandise outside of camps! We want you to feel proud and confident to wear it out and about – at work, on a walk, or just to the shops! When you wear your merchandise outside of our programs, it creates the chance for conversation to be fostered, and knowledge of Camp Quality to expand. However, please exercise judgement when choosing where and when to wear your merchandise – there will be situations that are more suitable than others, and we trust you to represent the brand appropriately and positively.
6.0 Refunds and Returns
6.1 What is your returns policy?
You can view our returns policy here and below.
Please choose carefully, as we do not give refunds if you simply change your mind or make a wrong decision. Returns and exchanges will only be accepted where goods are faulty. An email receipt must be presented as proof of purchase. Products and packaging must be returned in original condition within 10 business days from purchase date. Shipping costs are non-refundable. If you receive a refund, the cost of any shipping will be deducted from your refund.
If you want to check whether your order qualifies for a refund/exchange, please email [email protected]
To return your product, after receiving confirmation from our team that it qualifies for a return, you should mail your product to:
Camp Quality
Level 1, 182 Blues Point Road
McMahons Point
2060
NSW
We suggest returning your item(s) by Recorded Delivery, Registered Post or your local equivalent as we cannot accept any liability for goods lost or damaged in transit. Return postage costs are the responsibility of the customer.
From time to time, we experience shortages of products and may need to swap a product you have ordered for an alternative, similar product. The above exchange and refund terms also apply to any swap products.
6.2 I received a faulty item, and this has been returned via registered post. When will I receive my refund?
Please allow 3-5 business days for us to process your returned parcel and initiate a refund, as well as an additional 3-5 business days for you to receive this, depending on your financial institution’s processes.
