FREQUENTLY ASKED QUESTIONS

General Information

LEGEAR Australia – a division of ADA is the leading supplier of law enforcement, military, public safety, hunting and outdoor products in Australia and New Zealand. It has built a reputation on providing the highest quality products, offering exceptional service and on time delivery since 1999.

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Contact Information

Phone: 1300 LEGEAR (1300 53 4327)
Customer Service & General Enquiries: support@legear.com.au
Government Sales & General Enquiries: gov@legear.com.au

Mailing Address:
PO Box 2037
BURLEIGH BC QLD 4220

Head Office & Main Warehouse:
1 Equator Road
THOMASTOWN VIC 3074

You can also find us on:
Facebook and Instagram


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Explanation of Order Status’ & Delivery Timeframes for Online Orders

NEW UNAPPROVED STATUS
Your order has been successfully placed on our website, but payment has not yet been made or applied. Unfortunately, we are unable to start processing your order until payment is received and applied. Please note any order paid via our ZipMoney payment option can take up to 2-3 business days for the payment to be applied to your order.

NEW APPROVED STATUS
Your order has been successfully placed on our website, payment has been received and applied but your order has not yet been actioned by our Warehouse Team.

PICK STATUS
Your order has been actioned and is in the first (1st) stage of processing by our Warehouse Team. During this stage of processing our Warehouse Team source the best way to deliver each product on your order to you. Orders are generally shipped from our main warehouse in Thomastown, Victoria but as we are unable to hold all in stock products at this warehouse, we sometimes do ship products direct from other domestic and international warehouses to ensure we can get your complete order to you in a timely manner. This does mean you may receive multiple shipments for your order, however we only charge you one flat rate shipping fee.

PACK STATUS
Your order is now in the second (2nd) stage of processing by our Warehouse Team. During this stage our Warehouse Team/s are packing the product/s on your order and preparing them for dispatch.

PENDING DISPATCH STATUS
Your order has been partially dispatched from one or more of our warehouses. This does mean we were unable to fulfil your complete order from our main warehouse so have shipped some product/s from other domestic and international warehouses.

DISPATCHED STATUS
Your order has been dispatched in full from our main or multiple warehouses and you have received an email with tracking details of your order. Please note any tracking numbers provided can take up to 24 hours to become active on the freight providers website.

DELIVERY TIMEFRAMES
All products on our website are listed with a delivery timeframe. The delivery timeframe is based on which domestic and/or international warehouse the product/s are located in and allows for a realistic timeframe for that Warehouse Team to pick, pack and dispatch those product/s to you in the most time efficient way possible.

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Returns & Exchanges

We are happy to exchange or provide store credit for items in as-new, unused and original condition within 30 days of receiving the goods for incorrectly ordered sizes only (not for a change of style/colour). They must be returned in the original packaging, with all tags attached, and in a resalable brand-new condition. Any marks or damage to the item or the packaging will mean the item will be returned to you, and no exchange, store credit or refund will be given. You will need to print and complete the Returns & Exchange Form and send it back to us in the parcel with the product/s you are returning.

It can be found HERE ]

Please address the return to:
LEGEAR Australia Returns
C/- ADA Warehouse
1 Equator Road
Thomastown 3074 VIC

Note a $14.99 reshipping fee applies for exchanges.

All returns are subject to assessment. All items must have been purchased through LEGEAR. We will not accept items not purchased from LEGEAR. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.


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Warranty Claims

Please send these product/s back to us with a copy of the Return & Exchange Form which can be found [ HERE ]

Please address the return to:
LEGEAR Australia Returns
C/- ADA Warehouse
1 Equator Road
Thomastown 3074 VIC


Once received, the faulty product will be assessed by our Customer Service Team and your item may need to be sent back to the manufacturer for further assessment. If your item is determined to be faulty, it will either be repaired or replaced. If it is determined to be normal wear and tear, your item may be returned to you in the same condition it was received in. We always go into battle for our customers when it comes to warranty claims, however we are at the mercy of the manufacturer's decision.

We will accept returns of faulty or defective items if they fall within the warranty period. Customers must contact LEGEAR prior to returning such items. If an item is faulty and we cannot supply a replacement or have the item repaired for you, you will be entitled to a refund or store credit. We will not provide a refund if the customer simply changes their mind or the customer finds the same item at a lower price elsewhere after the purchase is complete.


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Retail Store Locations

Our Retail Stores stock and sell our most popular products therefore not all products available on our website are available in our retail stores, however if there’s something specific you are after, please see one of our friendly staff and they will do their best to assist you further.

Canberra Retail Store

Location:

Unit 4, 2 Goolwa Place
FYSHWICK ACT 2609
Phone: (02) 6160 7508
Email: canberra@legear.com.au

Trading hours:

Monday to Friday 9am to 5pm
Saturday 10am to 3pm Sunday & Public Holidays Closed


Melbourne Retail Store

Location:

28 Market Street
SOUTHBANK VIC 3006
Phone: (03) 8658 9399
Email: melbourne@legear.com.au

Trading hours:

Monday to Friday 9am to 5pm
Saturday 10am to 3pm Sunday & Public Holidays Closed


Note: Our Retail Stores are run separately from our online store therefore, orders placed online cannot be picked up or returned in store.

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Ordering FAQ’s:

WHERE IS LEGEAR LOCATED? CAN I PICK UP MY ORDER?
LEGEAR’s main warehouse is located in Thomastown, Victoria however as not all products available online are located there, unfortunately we do not have a click and collect option available.

CAN I CHECK THE STATUS OF MY ORDER ONLINE?
Yes, please log into your online account to check your order status. If you are having difficulty logging in, or have any questions about your order, you can call us on 1300 53 4327 or email us at support@legear.com.au.

CAN I PAY VIA DIRECT BANK/WIRE TRANSFER?
No, we do not accept direct/wire transfer for online orders. Our payment options are Visa, Mastercard, Amex, Zip Pay or Zip Money.

CAN I CHANGE OR CANCEL MY ORDER?
Unfortunately, we cannot guarantee we will be able to change or cancel an order once it has been placed. If notified before goods are being processed, then we may be unable to accommodate a change or cancellation. Every attempt will be made to accommodate your request, however unfortunately no guarantee can be given once an order has been placed. If items have been shipped, LEGEAR Australia reserves the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.

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Shipping FAQ’s

HOW LONG IT WILL TAKE TO RECEIVE MY ORDER?
All products listed on our website have a guaranteed delivery timeframe listed on them. We endeavor to process all orders within these timeframes however at times, we do experience delays when we have an influx of orders. If in doubt, please contact us to check availability.

HOW IS MY ORDER SHIPPED?
Orders are shipped within Australia via Australia Post and Toll Ipec. Orders shipped to New Zealand are shipped via DHL. Please note any tracking number provided can take up to 24 hours to become active on the freight carriers website.

DO YOU OFFER EXPRESS SHIPPING?
Unfortunately, we do not have an express shipping option currently available but it’s something we are working on.

HOW MUCH IS THE SHIPPING/FREIGHT COSTS?
All orders shipped within Australia are charged a flat rate shipping cost of $14.99. All orders shipped to New Zealand are charged a flat rate shipping cost of $24.99. We do not charge anything additional if your order requires multiple shipment/s (as your order may be dispatched from multiple locations).

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Return & Exchange FAQ’s

HOW DO I RETURN THE PRODUCT/S?
To return a product complete a Returns & Exchange Form and send it back with your product/s to our warehouse.

The Returns & Exchange Form can be found [ HERE ]

Please address the return to:
LEGEAR Australia Returns
C/- ADA Warehouse
1 Equator Road
Thomastown 3074 VIC

Note a $14.99 reshipping fee applies for exchanges.


WHAT DO I DO IF A PRODUCT IS DAMAGED WHEN I RECEIVED IT?
If you receive a package with damaged product/s, please contact our Customer Service Team within 72 hours of receipt via phone on 1300 53 4327 or email at support@legear.com.au. As a precaution we insure all packages for such events as when they are damaged in transit, we will ensure that you receive replacement product/s that are in new condition. As with all returns, Returns & Exchange Form is required to be completed and returned with the product/s to our warehouse. In this instance our Customer Service Team will issue you an Australia Post reply paid sticker to ensure you do not incur any shipping costs to return damaged product/s to us. Once the damaged product/s are received, we can then process and dispatch a replacement order to you.

WHAT IF I RECEIVED THE WRONG PRODUCT?
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product/s, please contact our Customer Service Team within 72 hours of receipt via phone on 1300 53 4327 or email at support@legear.com.au.

We will work with you to correct the problem.


WHY WAS MY RETURN PACKAGE SENT BACK TO ME?
The product/s were returned without a completed Returns & Exchange Form enclosed. This strict policy is necessary to ensure that exchanges, store credits and refunds are processed correctly and in a timely manner. Please refer to our Returns & Exchange Policy or contact our Customer Service Team via phone on 1300 53 4327 or email at support@legear.com.au for further information.

The product/s returned are not within the terms and conditions of our Returns & Exchange Policy. Please refer to our Returns & Exchange Policy or contact our Customer Service Team via phone on 1300 53 4327 or email at support@legear.com.au for further information.