frequently asked questions - faqs

Table of Contents

  1. Ordering
    1. How do I place an order?
    2. Where is my order?
    3. Can I cancel or change my order?
  2. Shipping & Delivery
    1. How much is delivery?
    2. What happens if I'm not home to receive my order?
    3. What is a bulky item?
    4. When will I receive my order?
    5. Can you deliver to PO Boxes?
    6. Do you provide international shipping?
    7. Why is my order dalayed?
    8. Can I pick up my order from a store?
    9. Why isn’t my product available for pick up in store?
  3. Payment & Gift Cards
    1. How can I pay for my order online?
    2. How can I pay for my orders in store?
    3. Do you offer gift cards?
    4. Do you offer layby?
  4. Returns
    1. What is your returns policy?
  5. Reviews
    1. How can I leave a product review?

Ordering Online

How do I place an order?

The Rays website makes it easy to order online. You can order on your desktop, tablet or mobile device 24 hours a day, 7 days a week.

For your convenience, we can deliver most items directly to your home, workplace or address of your choice (excluding some bulky or fragile products and/or remote locations).

Click and Collect service is also available within the checkout simply select your nearest Rays store, complete your order and we will notify you via your preferred method (either email or SMS) when your order is ready for collection.

Follow these steps to place your order:

  • Step 1:
    • Browse our website and select "Add to Cart" for the items you wish to purchase.
  • Step 2:
    • In the top right hand corner of your screen, select your shopping cart and click “View Cart” to view your order.
  • Step 3:
    • Home Delivery
      • Enter your delivery destination postcode then click 'Calculate Delivery'.
      • Select your preferred delivery option from the dropdown menu.
    • Click & Collect
      • Enter your delivery destination postcode then click 'Calculate Delivery'.
      • Select your preferred delivery option from the dropdown menu.
      • Click ‘Free In-Store Pickup’ and click on 'Use my current location', or enter a suburb/postcode and then click ‘Find Your Store’.
      • If your items are available in-store you will see a green tick. If your items are not currently available you can select another store location or remove the individual item from your order.
  • Step 4:
    • Click on "Checkout".
  • Step 5:
    • Enter your email address and password to log on to your Rays Rewards Member account or checkout as a guest.
  • Step 6:
    • Confirm your details.
  • Step 7:
    • Select your payment method and enter your details.
  • Step 8:
    • Tick the "I agree with the Terms and Conditions" check box (Please read these Terms and Conditions carefully prior to agreeing).
  • Step 9:
    • And finally, click "Complete Order" to process your order.
  • Step 10:
    • Your order acknowledgement will appear with the option to view or download your order summary. You will also be sent a copy of your order confirmation via email for your reference.

Where is my order?

All orders placed online are delivered via courier. You can track the progress of your order from placement through to delivery via our Track & Trace portal. Simply enter your order number (i.e. 0000012345) and your first and last name to view the progress of your order.

Once your order has been packed ready for dispatch you will see a consignment number and link to track your order directly through the courier’s website.

Please allow up to 24 hours for your parcel to register in the couriers’ system before attempting to track your order. If you have any concerns contact our Customer Care Centre by phone on 1800 641 867 (within Australia) or complete our online enquiry form. We will generally respond to online enquiries within 24 hours.

Can I cancel or change my order?

Generally, once your purchase has been dispatched we are unable to add to, remove from or modify your order. If an error has been made while ordering or your circumstances change please contact our Customer Care Centre on 1800 641 867 (within Australia), or complete our online enquiry form and our friendly team will assist wherever possible.

If you have chosen to pick up your order from a store, you can contact your chosen Click & Collect store directly, and they will be able to assist in your enquiry. Visit our store locator to find your local store’s details.

To assist in your enquiry please ensure you quote your order reference number when communicating with our Customer Care Centre. Your order reference number can be found within the order confirmation sent to you via email after placing your order (ie. 0000012345).


Shipping & Delivery

How much is delivery?

Your delivery cost will vary depending on the size, weight and location of the products you choose to purchase as well as your delivery location of choice. Normally the larger the item, the more expensive delivery will be. Extremely large goods (i.e. items requiring a two-man lift) will also incur higher delivery rates. At the checkout page you will be offered a number of delivery services to choose from.

You may incur additional delivery fees/freight charges within the checkout (in excess of the fees and charges specified above) for:

  • Large quantity or bulky orders.
  • Express or urgent deliveries.

What happens if I'm not home to receive my order?

We recommend all deliveries be shipped to a location that is attended during business hours, whether that is a home, work or other address, to minimize any re-delivery delays and/or fees.

As we use couriers to deliver all parcels, products will not be delivered to an unattended address (unless an authority to leave "ATL" service is selected during checkout). The courier will require a signature from an occupant at the specified delivery address at the time of delivery, if no one is available to sign for any parcel a card will be left and the parcel re-directed to the nearest Courier depot. You will then be responsible for collecting the parcel from that depot or paying an additional charge for re-delivery.

ATL is only available at certain locations in Australia. When selecting a delivery method during checkout you will be given the option to select an ATL carrier (if available), from the drop down list of carriers. If you only receive a ‘Standard Delivery service’ option we cannot offer ATL in your area.

What is a bulky item?

Items considered bulky will be identified in the description of the product on the product details page.

At checkout, you will be notified of shipping costs for your approval, these are calculated automatically by the site in accordance with our courier companies' freight charges via a courier aggregation application (supplied by Temando). Bulky items are those with either a high weight or large cubic volume. Products are allocated as bulky as determined by the shipping methods of our courier companies.

Please note if your cart contains non-bulky and bulky items your cart will be calculated accordingly.

When will I receive my order?

We use a selection of courier services with delivery times between 3-5 business days, depending on size, stock availabliity and location. Courier deliveries are made during business hours, Monday to Friday only.

Can you deliver to PO Boxes?

We are unable to deliver goods to PO Box addresses as all delivery orders are sent via courier services.

Do you provide international shipping?

Unfortunately, we are currently unable to provide international shipping.

Why is my order delayed?

While we endeavour to fulfil orders as soon as possible, your order may be delayed if:

  • An incorrect or incomplete address is provided during checkout.
  • The address had no-one to sign for the parcel, and "Authority to Leave" was not selected at checkout.
  • Incorrect payment information was entered against the order. Please double check all details at time of checkout as your order will only be created upon receipt of payment.
  • In the event an order is flagged for verification we may need to get in contact via phone before dispatching some orders. Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination to protect the card holder, and this may delay shipping.
  • Occasionally if a particular product is in high demand we may need to supply product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations etc.

If your order is not received within the quoted delivery period please check your order progress via our Track & Trace portal, alternatively contact our Customer Care Centre on 1800 641 867 (within Australia) or complete our online enquiry form. We will generally respond to online enquiries within 24 hours.


Can I pick up my order from a store?

Our Click & Collect service allows you to purchase online and pick up your order from your local Rays store (subject to stock availability). Simply add your items to the shopping cart and select ‘Pickup in-store’. The shopping cart will check for available stock and show on screen ‘All Products Available’. If your chosen store is currently out of stock you will be given a list of alternate stores or if you prefer you will have the option to change your order to Home Delivery.

Within 2 business hours of placing your order you will receive a confirmation message via email or SMS. We will confirm that your order has been processed and is ready for collection. If there are any issues throughout the process our team will be in contact to discuss your order, alternatively you can contact our Customer Care Centre on 1800 641 867 (within Australia).

Once you have received an order confirmation make your way into your Rays store of choice, with your photo ID and your order confirmation in hand. We will have your items packed and ready to go.

Why isn’t my product available for pick up in store?

Our Click & Collect service is available in all Rays stores across the country but is still subject to product availability. You will be able to check the product availability in your local store on both the product details page and at the cart.

Some products online may be limited to Home Delivery only; you will be advised on the product page and at the checkout if your chosen items are not available for Click & Collect.

If the preferred Click & Collect store is unable to fulfil all items in your order for any reason, our Customer Care Centre will contact you to discuss alternative arrangements, if you have any issues please contact us on 1800 641 867 (within Australia).


Payments & Gift Cards

How can I pay for my order online?

Raysoutdoors.com.au accepts payments within Australia only via:

  • American Express.
  • MasterCard.
  • Visa.
  • AfterPay.
  • PayPal.

Online Payment via PayPal:
PayPal allows you to make secure purchases without revealing your credit card number or financial information. Not only does PayPal help keep this information private, it guarantees 100% protection against unauthorised payments sent from your account.
Visit www.paypal.com/au for more information.

Online Payment via Gift Card:
raysoutdoors.com.au accepts Rays gift cards only. Simply choose gift card as your payment method during checkout. You will need to enter the full gift card number and gift card PIN (printed on the card). You can use a gift card to pay for a portion of, or your entire online order purchase amount. You can also use multiple gift cards on a single order. Simply add them one by one at checkout.

Online Payment via Afterpay:
Afterpay is a service that allows flexible payment plans for online purchases. Shop the gear you want now and pay it off in four equal payments over 8 weeks.

To use Afterpay you must:

  • Have an Australian residential address.
  • Pay with a credit or debit card.
  • Be over 18 years old.
  • Transaction must be between $50 and $1500.

Using Afterpay for the first time:

  • Add your gear to the shopping cart.
  • Choose Afterpay as your payment method at checkout.
  • You will be prompted to create an AfterPay account and confirm and pay the first of four instalments up front.
  • If you are a first time customer, you will not be able to make another Afterpay purchase until your final payment on your initial purchase has completed.

Please note: when paying with Afterpay you cannot split payment types eg: you cannot pay half with gift card and other half with Afterpay For more information please see Afterpay terms and conditions.

How can i pay for my order in store?

Rays stores accept payments using any of the following:

  • American Express.
  • MasterCard.
  • Visa.
  • Gift Card.
  • Cheque.

In-store Payment via Gift Card Rays accepts only Rays Gift cards. Gift cards can be used for products or services in store and can be redeemed on part of, or all of a transaction at the checkout. You can use as many gift cards as you wish in-store to complete your transaction.

Please produce your original gift card/s at the time of transaction.

In-store Payment via Cheques Cheques can be used as a payment method in all stores. In all instances each cheque processed in store must be certified through a third party verification service prior to acceptance.

Please note: In addition to verifying all cheques we will also require additional information prior to processing your transaction. Speak to your local store manager for more information.

Do you offer gift cards?

Yes! With over 8000 items available in-store and online a Rays gift card makes the perfect gift for the outdoor adventurer or camping enthusiast. Use your gift card to shop in-store across our network of 55 Rays stores, or online to redeem your card for products or services across the range.

Purchase a gift card from the checkout at your local Rays store, or alternatively buy online and have them delivered directly to your door. And don't forget you can redeem your gift cards in-store or online at your convenience with all cards valid for 12 Months from date of purchase.

Gift cards are available online in any denomination (rounded to the nearest dollar) from $20 to $2000 and are shipped via Registered Post across Australia for only $3.40 per order. Please allow up to 10 days for delivery during peak periods.

Click here to purchase a gift card online

Do you offer layby?

Rays customers can take advantage of in-store lay-by, available on most purchases* with a combined value of $50.00 or more.

To commence a lay-by in your local store you will be required to pay a minimum deposit of 25% of the total lay-by value or $20.00 (whichever is greater) as well as a non-refundable setup fee of $2. By placing items on lay-by you must be over the age of 18 years and agree with the conditions of your lay-by policy – available in store.

Instalments can be accepted weekly, fortnightly or monthly permitting the final payment is made no longer than 90 days from the commencement of your lay-by.

You can terminate the lay-by at any time and for any reason; we can only terminate the lay-by arrangement if you don’t pay the instalments within the agreed 90 days. In the event your lay-by is terminated, all money paid by you, excluding the set-up fee and a termination fee of $5.00 will be refunded. Please see the team in your local store for more details.

*The lay-by option is not available on clearance and discontinued lines. Some exclusions apply across the standard range, ie. batteries, food and beverages and perishables cannot be placed on lay-by.

Contact our Customer Care Centre on 1800 641 867 (within Australia) or complete our online enquiry form.


Returns

What is your returns policy?

We want you to be totally satisfied with our products and services.

There may be times when you will need to return a product purchased either online or from one of our stores. Our Returns Policy is designed to assist you with your return.

Please read Returns & Refunds if you have any questions and are unhappy with your purchase.


Reviews

How can I leave a product review?

At Rays we love hearing what you think about our products through our online product ratings and reviews. This is a great way to share your experiences and provide others with information to help choose the right product for their needs.

It’s easy to Rate and Review a product. Just follow these four simple steps:

  1. Find the product you wish to review.
  2. Click on the ‘Customer Reviews’ tab on the product page.
  3. Sign in to your Rewards Member account (Not a member? Find out more).
  4. Rate and review the product.

When writing your review, please follow these simple guidelines:

  • Tell us what you liked or disliked? We want your honest feedback about the product.
  • Focus on the product itself and its specific features as well as your experience.
  • Think about what you would have liked to have known before purchasing the product.

Note: It may take up to 72 hours for your review to appear online.

If you wish to provide feedback on services, pricing or your order experience please submit these in your Post Purchase Review (this will be emailed directly to you within 10 days of your order being processed), contact us directly on 1800 641 867 (within Australia) or complete our online enquiry form. We will generally respond to online enquiries within 24 hours.

{{message}}