Thanks for considering Sideshift Gear.
This page explains, in plain English, how we operate and what you can expect when ordering with us.
Important: If you're looking for cheap, fast gear that fails fast - do not shop with us. There are plenty of others that will be happy to sell you their wares.
Our Operation:
Our products are manufactured in house, not imported and not mass produced. Every product is made using our own tools and machinery, in our workshop in Melbourne. We employ five people across all areas of the business. Meaning the person sewing your pouch is often the same person packing and shipping it.
Products, Pricing & Our Commitment
We're committed to making gear that can be used, repaired and handed down, not thrown away. That means we pay a premium to access the best materials money can buy. Our prices reflect two simultaneous realities: Our extremely high standards, and the nature of making stuff in Australia. Whilst we're a little bit analog around here, and you might pay a little more at checkout, you also get real gear made by real practitioners. Not just a couple of guys that were 'looking for a gap in the market'.
Lead Times:
Good gear is an investment, and we favour quality over speed without compromise.
Due to the specialised nature of small batch manufacturing, orders may be subject to delays. Delays can occur due to machinery breakdown, staff illness, public holidays, QC failures, material shortages or other factors. We do our best to ship orders out as quick as we can, however, lead times are not guaranteed.
Current lead times are updated in the footer of our website, and are subject to change regularly.
Promotions and Sales:
During sales periods or promotions, all orders are subject to lead times due to high demand. Offering sale prices is not something we like to do, but we have accepted it is necessary occasionally to offer our gear to people who otherwise might consider it cost prohibitive.
Customer Service and Communications:
Our customer service email is ops@sideshiftgear.com. It is only monitored Monday-Friday, 9am-5pm Australian Eastern Standard Time. Please allow 48 hours for a response.
Warranties, Defects and Repairs:
You're trusting us to make quality sewn goods, we're trusting you to tell us if something goes wrong. Faults deemed as a result of manufacturing fault or poor workmanship, are on us. Damages due to misuse, wear and tear or modification are on you. We try to wherever possible offer free repairs, so if something fails just let us know and we'll do our best to help give your gear some more life.
Shipping (Australian Orders):
We exclusively use Australia Post for all shipments Australia-wide. If your shipping label is pending, it means your order is in the queue to be packed.
Shipping (International Orders):
We use Australia Post which then transfers to your local shipping carrier once your order is onshore. Such as USPS or Royal Mail.
Once an order has left our workshop, it is literally and figuratively out of our hands. If there is an issue in transit, we are absolutely willing to assist. However, if orders are lost or returned to us, the cost of the initial shipment is not refundable, unless the error has clearly been made by us.
Duties, Taxes and Tariffs:
For USA customers, Tariff's are included in the price. Tariff's are a sunk cost and are not refundable under any circumstances regardless of whether the package is lost in transit, or is returned to Australia for any reason. If an order is returned to us, and you would like it resent, you will have to pay the Tariff and the Shipping cost again. This is the policy of the US Government and the way that Zonos handles consignments into the USA.
For all other countries, you may be charged independent fees upon import. These are not included in the price at checkout and we have no ability to pay for these on your behalf. If you choose not to pay these fees and the package is returned to us in good condition, we will be happy to refund you the full order less the cost of shipping.
Final note:
Every customer matters, and every order supports Australian jobs. So please accept our thanks and gratitude to you for your buying and supporting local manufacturing.
If you have any questions, we can be contacted via email ops@sideshiftgear.com.