FAQs

1. How do I choose the right camping gear?

Choosing the right camping gear depends on the environment you'll be camping in and your specific needs. Here are a few tips for selecting your gear:

Tents: Pick a tent that suits the weather and terrain. Lightweight 3-season tents are great for most spring and summer camping, while 4-season tents are better for harsher weather conditions.
Sleeping bags & Mats: Choose a sleeping bag that suits the temperature range you'll be in. Sleeping mats are important for comfort and insulation from the cold ground.
Waterproof clothing: New Zealand's weather is unpredictable, so make sure to invest in waterproof, breathable jackets and pants to stay dry during sudden showers.

If you're unsure, check out our Buying Guides, or reach out to our customer service team for personalised advice.

2. How do I place an order and make payment?

Placing an order is simple:

Browse through our range and select the items you want.
Add your chosen products to the cart and proceed to checkout.
Enter your shipping details and contact information.
Choose your payment method. We accept credit and debit cards, PayPal, and Afterpay.
Review your order and complete the payment.

If you encounter any issues while placing your order, feel free to contact us — we’re here to help.

3. What payment methods do you accept?

We accept several secure payment methods, including:

Credit/Debit Cards: Visa, MasterCard, American Express, and more.
PayPal: Pay through your PayPal account for added convenience.
Afterpay: Shop now and pay later in 4 equal instalments. Perfect for spreading the cost of your gear.
Apple Pay & Google Pay: Quick and easy payments using your smartphone.

All transactions are encrypted for your security.

4. Can I change my order once it’s been placed?

Once your order is confirmed and payment is processed, we begin preparing your items for dispatch. Unfortunately, we are unable to make changes to the order after it’s been confirmed. If you need to make adjustments, please contact us as soon as possible, and we will do our best to help.

5. Do you ship internationally?

At the moment, we only offer shipping within New Zealand. If you’re based overseas, please get in touch with our customer service team to discuss possible international shipping options.

6. How long will my order take to arrive?

Orders are processed within 1-2 business days of receiving payment. Shipping times vary depending on your location:

Within New Zealand: Delivery typically takes 2-5 business days, depending on the destination.
For remote locations, delivery may take a little longer. Please plan accordingly, especially during peak seasons.

7. Can I track my order?

Yes, once your order is dispatched, we’ll send you a tracking number so you can monitor its progress. You can track your order through the courier service's website or by clicking the link in your shipping confirmation email.

8. Do you have a returns policy?

We want you to be happy with your purchase. If you’re not satisfied, you can return most items within 14 days of receiving your order. Please ensure that the items are unused, in their original packaging, and in a resellable condition.

Return postage: Return shipping costs are the customer’s responsibility, unless the item is faulty or damaged.
Faulty or Damaged Items: If your item is defective or damaged on arrival, please contact us within 48 hours for assistance. We’ll arrange a replacement or a refund.

Please see our Returns Policy for more details.

My tent leaked during camping. Can I get a refund?
A: We’re sorry to hear about that! Please check:

Was the groundsheet or footprint used correctly?
Was the tent set up according to the instructions?
Were extreme weather conditions involved?

If the tent shows a manufacturing defect, we’ll happily offer a replacement or refund. For issues caused by setup or weather, we may provide advice or partial compensation instead. Photos can help us understand what happened.

9. What should I do if my item is faulty?

If you receive a faulty or damaged item, please let us know within 48 hours of receiving your order. We’ll require photos of the issue, along with your order details, and we’ll arrange a solution — whether that’s a refund, replacement, or repair.

10. Do your products come with a warranty?

Most of our camping gear comes with a limited warranty. Warranty periods vary by product, but generally, you can expect a 6 month warranty on most items. For more specific warranty details, please check the product description or get in touch with us directly.

11. How can I ensure my tent is waterproof?

To ensure your tent stays dry during wet conditions, here are a few tips:

Choose a tent with a high waterproof rating: Look for tents with a Hydrostatic Head (HH) rating of 2000mm or higher.
Use waterproofing spray: Periodically treat your tent with a waterproof spray to maintain its water resistance.
Check the seams: Ensure the seams are sealed to prevent water leakage.

If you have specific concerns about waterproofing or need recommendations, reach out to us — we’re happy to assist!

12. Do you offer camping gear advice?

Absolutely! We’ve put together detailed Camping Guides to help you pick the best gear based on your needs. Whether you’re camping in the mountains, at the beach, or in the forest, we have product recommendations for every type of adventure.

If you need advice tailored to your specific camping plans, don’t hesitate to contact us — our experts are here to help!

13. How can I contact customer service?

If you have any questions or need assistance, here’s how you can get in touch:

Email: support@ecotrek.co.nz
Live Chat: Click the “Live Chat” button at the bottom right of the screen to chat with one of our friendly team members.

We aim to respond as quickly as possible, but if it's outside of office hours, we’ll get back to you on the next business day.