Customer Service
- Contacting Us
- Our preferred method of contact is via email. You can email us 24-hours a day, 7-days a week using the form on the 'contact us' page or by simply emailing info@btackle.com.au. We aim to respond to all emails within 24-hours, if not sooner.
- Our contact phone number is: 04 1825 1691. You can try us at any time; however our official phone hours are:
Monday to Friday – 5:30pm-9:30pm AEST*
Saturday & Sunday - 8am-6pm AEST*
We aim to answer all calls between these times; however this is not always possible and if we do not answer; please leave a detailed message including your name, contact number and preferred time of contact and we will call you back as soon as we can.
We can also arrange an online meeting using instant messaging (msn) to help guide you through our product range when outfitting a new vessel or just starting out. Please email us for details or to arrange a time if you require this service.
- We welcome orders by email or over the phone - If you're not comfortable using the online store, or have a large list of items that is too hard to enter into a shopping cart, then please email us your shopping list. You can also call and place orders over the phone.
If you require any assistance or advice in selecting the right products or have any other queries, please don’t hesitate to email us. We are here to help our customers and to ensure that you are receiving the very best in products, service & advice. We can offer sound advice on all products that are available through our website, and are only too happy to try and help you in choosing the right gear and ultimately, to help you catch more fish! - Shipping & Delivery
- We operate on the north side of Sydney. Our postal address for all returns & correspondence is:
Gamefish Base
PO Box 617
Botany NSW 1455
We aim to dispatch all orders within 3 business days from the time your order is placed. You will receive email notifications outlining the progress of your order during this period. Certain items may be unavailable at the time of order and in these instances we will contact you to discuss alternatives and/or estimated delivery times.
All orders are shipped via Australia Post, using the ‘Express Platinum' service to ensure prompt delivery of parcels once dispatched. This service features an online tracking facility and requires a signature on delivery for added protection. You will receive an email notification together with your tracking number once your order has shipped. Deliveries can be made to both physical addresses and PO Boxes using this service.
- SHIPPING CHARGES: All domestic orders are charged at a flat shipping rate of $10.00 per order - Australia-wide. All domestic orders over $200.00 nett value qualify for FREE SHIPPING. All international orders will be shipped using customers preferred Australia Post service level. Shipping prices will be quoted by email upon receipt of order and are charged at standard Australia Post costs.
For Sydney-metro customers, we may be able to offer pickup/delivery depending on your order & location. Please email us if you would like to enquire about this option.- Payment
- We accept payment by PAYPAL (preferred), Mastercard, VISA and Direct Deposit (please email us for info). All international payments will be processed via PAYPAL or by direct deposit only.
- Our preferred method of payment is via PAYPAL. If you wish to pay by PAYPAL, please select this option when completing your shopping cart. Once processed, you will receive an email requesting payment along with details on how to complete your payment. PAYPAL is a simple & secure way to pay, and is ideal for ALL customers. Please note: You do not need to have a PAYPAL account to use this method of payment - anyone can use it.
- For customers wishing to pay us directly by credit card*, please select the “Telephone Credit Card” option in the checkout. We will contact you (using the phone number you have provided at the checkout) between 5:30pm & 7:30pm AEST* to collect your credit card details over the phone. All you have to do is tick this option, place your order and wait for us to call you – you don’t need to make any calls or do anything further! We use this method for security purposes, and do not store or collect any credit card details online to ensure a very high level of security for our customers. *Australian & New Zealand customers only.
We do not process any payments until your order is packed and ready for dispatch. Payments are then processed manually using a secure Westpac Merchant facility. This ensures that you are only paying for exactly what is being dispatched and allows us to process discounts, etc where applicable.
For customers wishing to pay by Direct Deposit/EFT/TT, please email us for details on how to proceed with your payment. No orders will be shipped before funds have cleared into our account. - Returns & Replacements
- All products we supply are thoroughly checked for any faults before shipping; however if you are not 100% happy with your purchase; or receive a faulty item, we will happily exchange the item or issue a credit note for any unused products. Ideally; any returns should still be in their original & undamaged packaging; however we can sometimes make exceptions to this rule. Full refunds may be issued under certain circumstances; however we feel that any problems you may encounter can be solved before this becomes necessary.
For all return enquiries, please email or call us to discuss first. NO RETURNS WILL BE ACCEPTED WITHOUT PRIOR WRITTEN AUTHORISATION FROM A MEMBER OF THE BFP TEAM. If your return is approved, you will receive a Return Authorisation (RA) email that should be printed and sent together with the item/s being returned.
Any items returned to us should be accompanied by a proof of purchase from BFP. Whilst we do keep copies of all invoices issued; it will save a lot of time if you can supply us with a copy at the time of return. We are unable to accept returns for any items purchased from another dealer. Certain items will be covered by warranties from their respective distributor or manufacturer and we will act on your behalf when sourcing warranty claims from original suppliers. Please note there may be additional time involved with processing some manufacturer warranties & the final decision to replace/repair any item lies with the original supplier. - Privacy & Security
- Maintaining your privacy & security is paramount to us. All information collected through our website is transmitted via SSL security encryption to prevent third-party access. Any information retained is stored securely and is used only to expedite future order processing for return customers. The only information that we retain is the information that you enter when registering a user account with us. If you don’t wish for any information to be retained, please use the “checkout as guest” option when finalizing your shopping cart. We guarantee to never reveal your personal details, purchasing history or any information whatsoever to any party; unless we have received your prior written approval (even then we see no reason why we would need to do so).
- Liability Disclaimer
- Fishing can be a dangerous sport; and that danger is magnified with gamefishing. By confirming your order, you agree to accept all responsibility for any injuries, damages or costs that may result from the use of any products that you purchase from us. Baillie Fishing Products will not be held liable in any way, shape or form for any injury, damage or cost caused to any person, boat or any other party/object through the use of any products supplied by us.
By confirming your order, you are confirming that you have read this disclaimer and accept its contents as binding & final.
*AEST is Australian Eastern Standard Time (including AEDT – Australian Eastern Daylight Saving Time).
- PLEASE NOTE - ALL PRICES DISPLAYED ON THIS WEBSITE ARE IN AUSTRALIAN DOLLARS (AUD).
