Shipping and Refunds Policy

Shipping Policy

At Carasel Towbars, we aim to make your order process as simple and straightforward as possible. Orders are carefully packed and dispatched from our Moorebank, NSW location using trusted freight and delivery providers. Shipping options and costs will be calculated at checkout where available.

 

Delivery timeframes may vary depending on the product, availability, destination and freight service selected. Some products, including special-order, oversized or bulky items, may require additional handling or have different delivery arrangements. If your order is expected to take longer than usual, we will contact you with an update.

 

Once your order has been dispatched, tracking information will be provided where available. Please ensure your delivery details are correct when placing your order, as delays or additional charges caused by incorrect or incomplete information may be the customer's responsibility. For further information about shipping, delivery timeframes, pickups and specific product requirements, please refer to our Shipping FAQs.

Shipping Options

Price

2-4 Day Shipping

1-2 Day Shipping

Based on total order weight

NOTE: We are not responsible for shipping carrier delays.

Order Process

01.

Place Your Order – Select your products and complete your order through our website. You will receive an order confirmation by email once your order has been successfully placed.

02.

Order Review – We will review your order and confirm product availability and any specific requirements before processing.

03.

Processing – In-stock items will be processed within our standard processing timeframe. Special-order, made-to-order or temporarily unavailable products may require additional time.

04.

05.

Dispatch – Once your order has been processed and dispatched, you will receive tracking information where available

Need Help? – If you have any questions about your order, product availability, shipping or anything else, please contact our team at sales@carasel.com.au and we will be happy to assist.

How long will my order take to arrive?

Delivery times vary depending on the product, stock availability and delivery location. Most in-stock orders are processed promptly, however special-order and made-to-order products may require additional time. Please refer to the estimated timeframe provided for your product or contact us if you require an update.

How much does shipping cost?

Shipping costs vary depending on the size and weight of the item, your delivery location and the freight service required. Available shipping options and costs will be displayed at checkout where available.

 

What should I do if my order arrives damaged?

Please contact us as soon as possible and provide photographs of the packaging and damaged item. Do not dispose of the packaging until we have advised you on the next steps.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at sales@carasel.com.au. We will do our best to assist, however changes or cancellations may not be possible once an order has been processed, dispatched or placed with a supplier.

 

Can I collect my order from Carasel?

Where Click & Collect or pickup is available, this option will be shown during the ordering process. We will notify you when your order is ready for collection.

Where can I collect my order?

Our current operating location is 321 Newbridge Road, Moorebank NSW 2170.

Can I return an item if I change my mind?


We may accept change-of-mind returns at our discretion, provided the item is unused, undamaged and in its original condition and packaging. A 20% restocking fee will apply to approved change-of-mind returns, and return freight costs are the responsibility of the customer and will not be refunded. Please contact us at sales@carasel.com.au before returning any item to confirm whether your return is eligible.

Are special-order or custom-made products refundable?

Special-order, custom-made or specifically manufactured products may not be eligible for change-of-mind returns. Please contact us before placing your order if you are unsure about a product's suitability.

How long do refunds take?

 

Once a refund has been approved, processing times may vary depending on the payment method and financial institution. We will confirm when your refund has been processed.


Special-order, custom-made or specifically manufactured products may not be eligible for change-of-mind returns. Please contact us before placing your order if you are unsure about a product's suitability.

Do you ship Australia-wide?

We ship to locations across Australia. Due to the size and weight of some towbar and trailer products, certain items may require specialised freight or have different delivery arrangements.

Can I track my order?

Yes. Tracking information will be provided by email once your order has been dispatched, where tracking is available.

What happens if my order is delayed?

While we aim to meet the estimated delivery timeframe, delays can occasionally occur due to freight providers, stock availability or circumstances outside our control. If we become aware of a significant delay, we will contact you with an update.

Can I order an item that is not currently in stock?

What happens if an item I ordered is unavailable?

If an item becomes unavailable or there is an unexpected delay, we will contact you to discuss the available options.

I entered the wrong delivery address. What should I do?

Contact us as soon as possible at sales@carasel.com.au. If your order has not yet been dispatched, we may be able to update the delivery details. Once an order has been dispatched, changes may not be possible and additional freight charges may apply.


What if I receive the wrong item?

Please contact us as soon as possible at sales@carasel.com.au. We will review the order and work with you to resolve the issue.

What if my product is faulty or does not meet a consumer guarantee?

If you believe your product is faulty, unsafe, not of acceptable quality, not fit for its stated purpose, or does not match its description, please contact us at sales@carasel.com.au. We will assess the issue and provide an appropriate remedy in accordance with your rights under the Australian Consumer Law (ACL).

 

Our change-of-mind return conditions, including the 20% restocking fee and customer-paid return freight, do not limit or exclude your rights under the Australian Consumer Law. Consumer guarantees apply independently of our change-of-mind policy.