How to Lodge a Damaged in Transit Case

While we take the utmost care when packing and sending items to you, we understand that sometimes items sustain minor damage while in transit. We understand this can be frustrating, so we are here to ensure the process is straightforward and hassle-free for our customers.

What is a Transit Claim? 

Transit damage claims are only applicable for items that remain unused and/or uninstalled and have been damaged during transit. 

Please note:

Goods believed to be faulty are covered by the Manufacturer’s warranty claim. For example, if an item has been received in full and found to have a fault, this may be deemed a warranty claim and is not applicable to a transit damage claim.

Terms & Conditions of Transit Claims: 

1. All claims must be submitted to Camp Smart Pty Ltd in writing within 48 hours of receipt of the goods
2. Limited transit damage claims apply to goods purchased from Campsmart, delivered and damaged as a direct result of a transportation accident, before any installation or use. 
3. Failure to lodge a claim within 48 hours of delivery will void the transit damage claim. It is the buyer's responsibility to check all goods within the given timeframe after delivery.
4. Only goods sent with signature delivery are eligible for transit damage claim.
5. Once we receive a transit damage claim, Campsmart will assess the damage and contact the claimant with an outcome. Campsmart reserves the right to choose the outcome which may include, repair, refund, or replacement of goods and is in line with Australian Consumer Guarantee Standards.

Exclusions

• Any order where the buyer has given authority to leave without signature will void any transit damage claim.
• Items that have been used, installed, and or misused will be deemed to void a transit damage claim.
• Transit damage claims lodged after 48 hours of delivery are subject to discretionary approval

Instructions on lodging your case

In order to submit a case,  you will need to gather the following information:
 
1. Your Order Number
2. A full description of the problem (if relevant)
3. Any alternative contact details
4. Photos of the issue (If product/delivery related)

Close-up images and one from afar clearly showing: damage to the item; damage to the packaging; Any other relevant photo/s

To start your claim:
Step 1.
Log into your Campsmart Customer Account via the Resolution Center
Step 2.
You can submit your case through the Resolution Centre.
Once your case has been submitted, our resolutions team can start working on a solution for you.
Further instructions for logging into your account can be found in the Customer Support Portal - Click Here.

Submit a Shipping Support Request Here

Fraudulent Claims

Camp Smart will not provide transit damage claims for items broken by the buyer or installed incorrectly.

False or misleading claims will be handed as fraudulent and may be formally reported.