Support
Frequently Asked Questions
Frequently Asked Questions page is the go-to spot for all of your most common questions.
Buying online
What are your shipping policies?
To ensure we can get your order to you as promptly as possible, we use a variety of couriers depending on the item/s and your location. Where possible, most orders are sent with Australia Post. This allows items to be sent to all Australian addresses, including PO Boxes. Express Post is available on certain items at an additional cost. If you require Express Post, the cost will be available to you during checkout.
Small items, under 500g, will be sent with Australia Post through the standard mail service. Items larger than 5kg will be sent with Australia Post or StarTrack Express, via the road network.
Large, heavy or bulky items will be sent with StarTrack or TNT Couriers. Both StarTrack and TNT do not accept deliveries to PO Boxes. Some extra large items may incur higher delivery fees to rural areas.
Any orders placed prior to 12:00 PM will be sent the same day. This excludes orders placed over the weekend or on public holidays, these orders will be sent out on the next business day.
All items are sent with Authority to Leave and will be left at a safe place on your nominated premises, if no one is in attendance.
What are your delivery times?
Delivery times can vary depending on the item/s posted and your location. All orders are sent from Sunshine Coast, Queensland.
The delivery time-frames below are estimates only. Delivery may be delayed over the standard delivery estimates at times, due to circumstances beyond our control. We shall not be liable for any loss or damage incurred due to failure of the order (or any part of it) to be delivered promptly or at all.
Standard Mail Service:
- Major Cities & Metro Areas: 7-10 business days
- WA Country & NT: 10-14+ business days
Within Queensland:
- Metro Areas: 3-5 business days
- Country: 5-7 business days
Outside Queensland:
- Metro Areas: 5-7 business days
- Country: 7-10 business days
Express Postage:
- Within Express Post Network: 1-3 business days
- Outside Express Post Network: 3-5 business days
What do I do if I have given you an incorrect delivery address?
Please advise us as soon as possible on (07) 54431036, or via email at [email protected] if you have supplied us with an incorrect delivery address.
If you order has not yet been dispatched, we will update your delivery address prior to posting.
If your order has been dispatched, additional charges may be incurred for the re-delivery to the updated address.
Can I track my order?
Orders sent with Australia Post Standard Mail Service will not receive a tracking number. If you would like your order tracked, you can select the tracking option at checkout and the additional postage cost will be added to your order.
All other orders will receive an email with the tracking information attached, once the order has been dispatched.
If you believe your order has gone missing in transit:
- Have you done a Track and Trace? If applicable, we would have supplied you with a tracking number via email.
- Contact the Courier direct with you tracking number for further information.
- If you do not hear back from the Courier, contact us on (07) 5443 1036, or via email at [email protected].
- We will lodge an investigation with the Courier.
- Upon verification by the Courier, if the delivery cannot be located, we will organise for a replacement order to be sent to you.
What is your returns policy?
We accept returns on items for a maximum of 14 days after delivery. If 14 days have gone by since your order was delivered, unfortunately we cannot accept a return unless the goods are faulty or damaged.
To request a return, you must contact us as soon as possible on (07) 5443 1036, or via email at [email protected]. Once your return has been approved, you will be contacted with the return mail address.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If we receive the item back in any condition otherwise, a 20% restocking fee will apply.
Note that items sent back without contacting us prior to sending and us receiving the appropriate return authority, will not be refunded or exchanged. We accept no liability for items returned in those cases.
CHANGE OF MIND
If you are unhappy with your purchase and would like to return it, the item must be in its original packaging and condition as described above.
We do not cover return shipping for change of mind purchases, and you will be responsible for covering these costs.
Shipping costs are non-refundable. If you receive a refund for your purchase, the cost of the original shipping will be deducted from your refund.
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 1-5 business days. Please note that different payment methods have different refund processing times.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of the above and you still have not received your refund yet, please contact us at [email protected].
What do I do if items are missing, incorrect or damaged?
If you receive your order and believe there are items missing or incorrect, please contact us as soon as possible on (07) 54431036, or via email at [email protected] within 2 business days, so we can investigate and rectify the missing/incorrect item for you.
If you believe your item has been damaged by the Courier during transit, you must contact us within 24 hours of receiving your order, along with photos of said damage, and we will lodge a case with the Courier. They will not accept liability for any damage outside of this 24 hour window.
What payment methods do you offer?
To ensure we can dispatch your order the same day (for purchases made before 12:00 PM), please complete your payment by following the checkout instructions.
We accept payments through Credit/Debit Card (no Amex), PayPal and Bank Deposit.
If you are paying by Bank Deposit, please use your full name and order number as the reference so we can match up your payment. Please note that orders will not be fulfilled until we have received your payment into our account, this may take 1-3 business days to clear.
If you require any assistance during checkout or payment, please email us at [email protected], and one of our team will guide you through the process.
What is the benefit of using PayPal payment?
What's the best way to buy?
At Suncoast Caravan Service we offer two main ways to buy products.
You are welcome to visit our Retail Showroom store at 33 Fishermans Road, Kuluin and purchase directly from the store.
Alternatively, you can browse our extensive range of RV parts, accessories and appliances online and purchase via our secure checkout. We’ll pack and ship it directly to you.
Retail showroom
What can I purchase from your retail showroom?
Suncoast Caravan Service are stockists of spare parts and accessories from the most popular RV industry brands, at the best possible prices.
We carry a large range of the caravanning products including caravan fridges, towing mirrors, hot water systems, air-conditioners, 12V fans, anti-flap kits, weight distribution hitches, and much more.
Do you offer Click and Collect?
Yes, the Suncoast Caravan Service Online Store has an extensive range of RV products with a variety of delivery options including Click & Collect from our Retail Showroom.
Service Centre
What services do you offer?
Suncoast Caravan Service is a full service RV industry business specialising in caravan restorations, upgrades, repairs, services, safety inspections and RV retail.
Whether you’re looking to restore a van, major repair, annual service or purchase accessories for your van – contact Suncoast Caravan Service, we’re here to help you.
For the full range of standard services see our Services page
How often should I have my RV serviced?
Suncoast Caravan Service recommend two types of service – the first service and the annual service.
The first service is carried out in the first 12 months, when the caravan / trailer reaches 1000-2000 kilometres, or manufacturers recommendation – whichever comes first. This may be a basic service, but it is an important one to ensure there are no major (or minor) manufacturing faults nor failures. Once the first service milestone is reached it’s essential to schedule annual services for your RV.
The annual service should be carried out yearly, or every 10,000 kilometres, whichever comes first. These services are thorough and help prevent significant damage or delays while you’re on holiday.
Ensure you maintain an annual service schedule, even if you haven’t taken your caravan / trailer / RV out for a while, because even an idle van needs attention too. Your caravan is an important investment. A well-maintained caravan holds its value and reflects positively on your asset.
Most importantly, a well maintained caravan / trailer / RV will keep you, your family and other road users safe.
Can you update or upgrade my caravan?
Absolutely!
Suncoast Caravan Service can upgrade cabinetry, plumbing, electrical, fabrication, install lithium batteries and solar, install new accessories, and everything in between.
Suncoast Caravan Service are suppliers for the leading RV industry brands and are always on the lookout for the latest in caravan technology and innovation to ensure you stay current with the latest and best equipment for your RV.
Do you offer a mobile service?
No, all our valued customers bring their vans to 33 Fishermans Road, Maroochydore to be serviced, repaired and upgraded.
Do you offer Roadworthy and Gas Certificates (Safety Inspections)?
At Suncoast Caravan Service we are able to provide you with both Safety and Gas Certificates.
Suncoast Caravan Service is a registered Approved Inspection Station for Light Trailers (up to ATM 3500kg), with the Queensland Department of Transport and Main Roads. Issued Safety Certificates are valid for 2 months.
Our qualified and experienced technicians are licensed to carry out certified full gas work and issue compliance certificates upon completion and testing. Gas Compliance Certificates are valid for 3 months.
A Gas Compliance Certificate can be completed at the same time as your Safety Certificate.
Can you supply accessories and spare parts?
Yes, we deal with several suppliers and offer competitive prices. We offer genuine parts where possible.
Do you offer warranty on repairs?
Yes we do. We offer a 12 month warranty on workmanship. There is a standard 12 month manufacturers warranty on parts.
Do you offer a same day servicing?
Yes, upon request, where available.
Is my caravan insured whilst being repaired/serviced?
Yes, all customer vehicles are insured whilst on our premises. For added peace of mind, our yard at 33 Fishermans Road is fully fenced and the gate is locked every night for security.
Should I empty personal belongings prior to my vans service?
It is always recommended that customers do not leave any valuables or personal possessions in their caravan, and that the floor areas are always kept clear for ease of accessibility.
We recommend any area that requires work be free of personal belongings. We also highly recommend that the fridge and freezer are completely empty to avoid any unfortunate spoilage.
Insurance Claims
Do you carry out insurance work?
Yes, we have a strong relationship with many of the major RV insurance companies.
You will be informed at every stage of the insurance claim and repair process by our dedicated Insurance Manager and Insurance Coordinator.
Once your insurance company approves the claim, our service technicians will do their best to get you back on the road as quickly as possible.
Please visit our Services page for more information.
How do I go about booking insurance work in?
The quickest way to organise an insurance quote is by contacting your Insurer and submitting a claim prior to engaging our services.
Your Insurance company will provide you with a claim number. Once you have had the initial conversation with your insurer, and have your claim number, feel free to contact us and our Insurance team will organise a quote for you.
Southeast Fibreglass Service
Where is Southeast Fibreglass Service located?
Southeast Fibreglass Service is located at 16 Industrial Avenue, Caloundra West in the Sunshine Coast.
What services can Southeast Fibreglass provide?
Southeast Fibreglass Service specialise in insurance claims, private repairs, general RV fibreglass maintenance, fibreglass gelcoat, are an authorised Vantec Agent and can apply Nano Ceramic Quartz surface coating.
How do I book my recreational vehicle in with Southeast Fibreglass Service?
If your caravan or motorhome is in need of fibreglass attention, please book in for an obligation free quote.
Phone: (07) 5490 5300
Email: [email protected]
