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Experiencing issues with our website? Contact our customer team at firstname.lastname@example.org and we will get back to you as soon as we can.
How can I contact customer service?
You can reach out to our customer service team at email@example.com or 1800 217 777 (Monday – Friday, 8am – 5pm AEST). And we will get back to you as soon as we can.
What do you do with my personal details?
Are my credit card details secure?
Yes. Payments are processed in real time through Paymetric, which is PCI DSS compliant. OGIO does not see or store any of your credit card information. You can find out more here.
I’m not receiving your newsletters.
If you are not receiving our regular newsletter, you could be missing out on new product launches, sales events, and other exciting news. The most common reason is because your email software is marking these emails as junk mail and is sending them to your spam folder. To prevent this, please add firstname.lastname@example.org to your email address book and your emails should start flowing through. If you have checked this and are still not getting our newsletters, please check if you have signed up to our newsletters with the correct email address. If you are still not receiving these, please contact our customer service team and we will do our best to sort this out for you.
I’m having trouble checking out, what do I do?
If you’re having trouble checking out, please get in touch with our customer service team so that we can help resolve this. Please have the following information ready.
- Details of error message(s)
- Items in your cart
- Payment method
My payment has been declined.
As a payment decline can happen for a number of reasons, we recommend checking your OGIO account to ensure the card details are correct, the card isn’t expired, sufficient funds are available and there aren’t any blocks in place. Occasionally cards that originate from different countries or conflicting IP addresses can cause a card to be declined. If the problem continues, please try using another card. Alternatively, if the problem persists, please contact our customer service team to advise you further.
Do I need an account to purchase a product from your site?
Creating an account is not necessary, however having an account allows you to checkout quicker, track your current orders and view your order history.
I’m having problems accessing or purchasing from your website.
We recommend that your operating system is running on the latest version. In order to enjoy an excellent online experience, we recommend updating your internet browser on a regular basis. If you’re still having problems, please feel free to get in touch with our customer service team. To help us look into the problem, please try to include the following information:
- Your Internet Browser (e.g., Google Chrome, Safari)
- Your Operating System (e.g. Windows XP, Mac OS 12.3)
- What URL you were trying to access (e.g. au.ogio.com)
- Please copy and paste into the email any error message that appears on your screen.
What payments do you currently accept?
At this stage, we only accept payments by Visa and Mastercard.
How long will my order take to ship? How will I know once it’s been shipped?
We process all orders Monday-Friday and aim to have your gear dispatched within 2-3 business days and endeavour to deliver all products within 5-12 business days to the address specified by you during the checkout process. Please note extended delivery time applies for WA, NT and far north QLD.
Once your order has been dispatched from our warehouse, an automatic email will be sent with a tracking number. We recommend checking your tracking number once you receive this to keep a close eye on your item(s).
How do I check the status of my order?
Select ‘Order Status’ located at the bottom of our site and enter your order number and postcode to check the status.
Can I add, change or delete an item in my order, once it’s been processed?
We try to process your order as quickly as possible, which means we can’t make any changes to your order once this has been placed. However, you may be able to cancel your order and place a new one instead. We recommend getting in touch with our customer service team as soon as possible and we will do our best to fulfil your request. If it’s too late to cancel your order, you can return any unwanted items and receive a refund at your expense. For additional information about returning your order, please see our Returns Policy.
I received the wrong item/ or the item I received is damaged. What do I do?
If you have received the wrong item, please contact our customer service team as soon as possible so that we can correct this. You’ll need your order details and a photo of the item, including the barcode tag.
If the item you have received is damaged or faulty, please contact our customer service team.
Can I return or exchange a product after ordering?
If you’re not completely satisfied with your new OGIO gear, you are welcome to a refund of the product price, within 30 days of receiving your goods. The product must be undamaged, as-new condition with all packaging, labels and swing tags attached. For more information, please check out our returns policy here.
At this stage we don’t offer exchanges. We are happy to refund the item(s) purchased via our website, and then you can place a new order.
How do I know if you’ve received my return?
We don’t provide confirmation that your shipment has been received. We will however notify you once your return has been processed.
Do you ship overseas?
At this time, we only offer shipping within Australia.
Can I opt to have my item shipped express?
Currently we don’t have the capacity to ship items via express postage. Please contact our customer service team as soon as possible, and we will try our best to get this to you as quickly as we can.
Do you offer discounts for large orders?
If you are purchasing a commercial quantity of any product, please get in touch with our team here to discuss availability and pricing.
What if the product I ordered is out of stock?
If the product you have ordered is out of stock, we will contact you immediately to offer an alternative. If an alternative is not available, we will offer a full refund for the purchase price.
Does OGIO ship to PO Boxes?
No, unfortunately at this stage we only deliver to postal addresses.
I haven’t received my order.
If you have not received your order, but your tracking number states that it’s been delivered then please contact our Customer Service Team. To help us, please include your order number so that we can check your delivery details.
Incorrect shipping address
Please ensure your shipping address (including the postcode) is correct before placing your order, as we are unable to refund or replace orders that have been shipped to the wrong address.
Is my backpack waterproof?
None of our backpacks are waterproof, however the fabric from which OGIO products are manufactured from is impregnated outside with a water repellent layer.
During long periods of rain, moisture can penetrate into the backpack through the seams and zips. We recommend protecting your backpack in wet weather or rain with a rain cover and items that must remain dry should be stored in waterproof dry sack.
Is your luggage carry on compatible?
Dimensions will vary depending on the airline, but as a general rule dimensions for Australian airlines have the following standard carry-on dimensions: 56cm height x 36cm width x 23cm depth. Currently our only Layover Travel Bag and Convoy 520S are compatible with carry-on dimensions.
International dimensions can vary slightly to the above, so we would always recommend checking the airline carry-on dimensions before travelling, as dimensions can slightly differ between airlines and the location in which you are travelling to.
Can I get my gear repaired?
Unfortunately, at this time we don’t have the capacity to carry out a repair or replace parts. We understand that many of our customers have a strong connection to their gear, so feel free to reach out to us here Monday-Friday 8:00am-5:00pm AEST.
Do your products come with a warranty?
Yes, our golf line is covered by a 2-year warranty and our non-golf line is covered by a limited lifetime warranty from the date of purchase. This warranty covers manufacturing or material defects and does not cover damage caused by normal wear and tear, negligence, improper use or the natural breakdown of colours and materials over time. See further information about our warranty here.
I didn’t purchase my product directly through you, is it still covered under your warranty?
We would recommend getting in touch with our customer service team to advise on the next steps.
Can you give me more information about your products?
We try to publish as much useful information as possible about our products to help you purchase items that suit you best. If you can’t find the information that you’re looking for on our product pages, please contact our customer service team.
I saw a product on the website and now it’s gone?
We like to keep our stock up to date and when one of our products is out of stock, we’ll remove it from our website to avoid any confusion. If/when the products become available again, these products are added as soon as possible.
Are product colours identical to those shown in pictures?
We make every effort to display products exactly as they will look when you receive them. The pictures may appear different depending on the device/monitor you view them on.
Why are some products displaying on your website but are unavailable to purchase online?
These items have been included for informational purposes online. Although these items are not available to purchase online at this time, they are available to purchase via our partner retail stores. Find your nearest retailer here.
Can you see what retailers have in their inventory?
Unfortunately, we don’t have access to our retailers’ inventory. Please feel free to contact us and we will be happy to help you find what you’re looking for.
Do you make custom gear?
Unfortunately, at this stage we don’t customise gear online. We recommend getting in touch with our retail partners here to explore customisations available.