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FAQ

Orders, Payment & Shipping

What if the product I ordered is out of stock?

Normally our site runs on a live stock system but every now and then sometimes we may run out of an item. If what you have ordered is out of stock, we will notify you as soon as possible and advise you of when it is due to arrive back in stock. If it is discontinued, then we can provide you with an idea on similar products that will suit your needs.

Can I track my Order?

Once we have received your order we will pick, pack and have it on its way. As soon as it leaves you will receive a notification from Australia post with all your tracking details.

Can I change my order?

Generally we will start packing your order soon after its been received within business hours . Your best to call our customer service line on 1800 227 070 to see how your order is progressing.

Can I order online and pick it up at an Escape 2 store?

Unfortunately the range you will see online will be different to what's in store so at this stage we are unable to guarantee what your after will be at our DFO store locations.

Do you deliver outside of Australia?

We are currently working with our freight providers on international shipping costs. Hopefully in the not too distant future we can help our international customers.

How do I set up a PAYPAL account?

Paypal is a third party payment provider that's offers an alterative safe transaction to credit cards. Visit www.paypal.com.au to open your account.

Which credit cards do you accept?

We accept all major credit cards including visa, visa debit, mastercard and Amex.

Are my credit card details stored on my escape2 account?

No, we only store your personal address and delivery details.

Product

How do I wash my sleeping bag?

Washing

Eventually, no matter how careful you are, the time will come to wash your sleeping bag. You have two options, have it professionally cleaned or do it yourself. If you choose professional cleaning you should look for a cleaner who specialises in cleaning bedding or quilts or go to an outdoor gear specialist such as Remote Equipment Repairs or Venus Repairs Workshop . Your sleeping bag should NEVER be dry cleaned, the solvents used for dry cleaning will damage your bag. Washing your bag yourself isn't hard but it is important to follow these guidelines:

Washing Down filled sleeping bags

Buy a specialist down cleaning soap from your local camping store or use a mild non-detergent soap. Your bag will take several days to dry so warm weather with low humidity is the best time to take on washing your down bag. Fill your bath or laundry tub with enough warm water to cover your sleeping bag and add a small amount of soap, submerge your bag and gently massage the water through it, leave it to soak for a while. Drain the water then add more fresh water again massaging it through the bag, repeat this rinsing process until all the soap is gone, you'll need to do it at least three times. Once the rinse water is clear drain the bath or tub and carefully press down on the bag until you have squeezed as much water as possible out of the bag then carefully fold the bag into a bundle and lift it out of the bath or tub – don't let any of the bag hang down as the fragile baffle walls inside the bag that keep the down in place can be damaged very easily while the bag is wet and heavy. Dry your sleeping bag flat in a warm place regularly massaging the down to separate it and restore it's loft.

Washing Synthetic filled sleeping bags.

Synthetic filled bags can be hand washed in the same way as down bags (detailed above) to maximise their lifespan. However, they can also be carefully machine washed in a large front loader on a gentle cycle with a specialist sleeping bag soap or mild non-detergent soap – NEVER WASH A SLEEPING BAG IN A TOP LOADER WITH AN AGITATOR IT WILL DESTROY YOUR SLEEPING BAG. Air drying is the best way to dry your sleeping bag, a synthetic filled bag will dry quicker than a down bag and is not quite as fragile when wet but care should be taken to support the bag when wet so the stitching is not damaged and it should be dried lying flat in warm place.

My Tent is leaking or is it Condensation?

One of the most regular questions asked when camping is “why is my tent leaking?”. 99% of the time it's not and the water you find dripping down the inner side of your tent is caused by condensation.

Condensation occurs when there is a difference between inside and outside temperatures and there is a waterproof barrier between them, examples are condensation on the inside of the windows of your house on a winters night when the heater is on inside your house and it is cold outside, another is condensation forming on the outside of a cold drink bottle after it is taken out of the fridge.

In the camping environment there are three main sources for condensation in tents:
Weather conditions: High humidity, low temperatures and rain are all contributors to condensation.
People: there is moisture in the air we breathe out and our bodies are always perspiring, the average person eliminates 1 litre of water per day through respiration (breathing) and transpiration (sweating)
Wet environment: wet or damp gear stored inside your tent.

No tent design can eliminate condensation completely but it can be minimised through ventilation. Most tents have vents, doors and windows that can be used to for ventilation to minimise condensation. Any wind or even a light breeze can be harnessed to assist in moving air through vents and windows to help control condensation. Here are some points to keep in mind on your next camping trip when choosing a campsite, pitching your tent and using your tent:

  • Open internal weatherproof vents; such as the roof vents in a Turbo tent or the solid fabric doors on the inner tent of a dome for ventilation.
  • Guy out external window flaps or ground level vents to allow airflow
  • Position you tent so that the prevailing wind will assist with air flow through your tent helping to minimise condensation
  • In wet humid weather be aware that wet gear will increase the amount of condensation in your tent so where practical store this wet gear outside the tent

Knowing and understanding the causes for condensation is the key to controlling it and now you know the causes you can utilise the ventilation components of your tent to minimise condensation for a more comfortable camping experience.

If you have still believe your tent is leaking, before sending it back, please set it up at home on a sunny day, give it a good hosing and look for the point at which its leaking. If you find a specific spot, takes some photos and send these back with your tent for assessment.

If the tent doesn't leak, you will find that the problem was condensation.

What is an R-Value?

R-Value is a measure of thermal resistance used in the building and construction industry and is used by the outdoor gear industry so you can compare the warmth offered by camping mats. Simply a higher R-Value means more insulation and therefore a warmer mat. Generally the thicker self inflating mat is the more insulation it will provide and the warmer it will be however many mats have some of the foam cut away to make the mat lighter and more compact and that is where the R-value allows you to make an accurate comparison. A more detailed explanation and the science behind of R-Values can be found here

Where is Vigilante from?

Vigilante is an Australian brand owned by Phoenix Leisure Group, all our gear is designed and built for Australia's outdoor environment and adventurous travellers!

Who Is Craghoppers?

Back in 1965 when Craghoppers hit upon the idea of turning a passion for travel into a bona fide business, the team felt like they were embarking on an exciting and at times perilous trip into the unknown. Looking back, their perseverance paid off and Craghoppers is now recognised as a global outdoor and adventure travel specialist.

The world may have moved on over the last 50 years but our mission today is the same as it was all those decades ago – to create comfortable and practical clothing ranges to help our customers stay on the trail as long as possible. And every year, we get that little bit better. By introducing new designs, using the latest technologies and bringing to the mix that special spirit of innovation our products are more comfortable, lighter, more waterproof, insulating and sun protective than ever before. We are now the world leader in outdoor and adventure trousers and one of our greatest successes is NosiLife – a complete lightweight adventure collection that provides permanent and safe protection against biting insects and the diseases they transmit. We believe it has made a real difference to hot-climate travel.

What is Nosilife and is it safe?

NosiLife is a breakthrough in textile innovation, utilising a new and unique permanent anti-insect technology. Tested by an independent testing laboratory, NosiLife provides proven protection for the lifetime of your garment. NosiLife is designed to provide a barrier against biting insects that can cause life threatening diseases such as Malaria and Zika Virus. With insect borne diseases affecting up to 700 million people worldwide every year, choosing insect repellent clothing can help to take the danger out of your next adventure. Using permethrin bonded to the yard of the fabric, Nosilife removes the traditional chemical dip process of insect repellent clothing which ensures that all Nosilife garments are Hypoallergenic and safe.

Can I get my KEEN shoes re-soled?

Although we would love to be able to re-sole our favorite KEEN shoes, the technology and construction we use on our outsoles does not permit us to replace them.

My KEEN shoes are way beyond their one year warranty but they need repair. Do you repair your footwear?

If your shoes are beyond the warranty period we encourage you to find a reputable cobbler or shoe/gear repair service. Note you may have better results if inquiring with a local mountain or outdoor gear shop for repairs to KEEN sandals. Additionally, although our shoes cannot be re-soled, the uppers can usually be repaired depending on the nature of the issue. We recommend Shoe GOO as a great repair option for the tread or outsole. This product works well since it applies like an adhesive and cures to the consistency of rubber, with all the inherent wear properties of rubber. Regarding seam issues, outdoor gear shops often have repair facilities or can offer a suitable referral.

Does KEEN offer replacement footbeds?

At this time we do not offer replacement footbeds. Your local shoe store or shoe repairer may have alternative replacement footbeds. It may help to clean your current insoles; just remove them from the shoes and soak them in warm water with a mild detergent, gently scrubbing with a soft brush or washcloth. Try some tea tree essential oil, a non-allergenic natural antiseptic, rubbed into the dry insole.

Does KEEN offer replacement laces?

Unfortunately, we are unable to replace styles other than bungee lace styles. We recommend purchasing after-market laces at your local dealer or shoe repair shop.

I've lost my sternum strap, can I get another one?

Just look under spare parts in the shop section of this site and you will find the replacement strap you need.

I've broken my tent pole, can I get a replacement?

If you have a fibreglass tent pole, then if you have just broken 1-3 sections, it works out cheaper to purchase a pole repair kit. If you have a lost a pole, you will need to purchase a whole pole set. If you have a Turbo Tent, all the parts are available for sale on this site under spare parts.

CAN I WASH MY DOWN JACKET?

Down garments can provide you with excellent warmth and can last a lifetime when properly cared for. Here's our guide on how to care for your down garment:

  • Before washing, brush off any dirt or mud, do up all zips &velcro and turn inside out.
  • Hand washing is highly recommended, but you can machine wash, provided it is a FRONT LOADING washing machine and you use down liquid laundry detergent. Try to avoid top loaders as they can be hard on the delicate baffling.
  • Ensure any remaining powder detergent is cleaned out from the compartment. You need a using a down specific soap like Nikwax Loft Downwash (available from all good outdoor retailers) and don't use fabric softener.
  • Water can be the enemy out on the field so this jacket has been designed with a Durable Water Repellency( DWR) coating to keep water out. This means when washing, you will need to soak your down jacket for up to 60 minutes
  • in the sink or machine on soak cycle. For machine washing, use a gentle, cold cycle.
  • When it comes to drying, lightly squeeze out excess water. Do not wring! Also, be careful not to shake wet down, as it will be heavy enough to damage the fabric.
  • Allow the down jacket to drip dry before tumble drying and dry thoroughly on LOW heat, adding two tennis balls into the drying cycle to slop the down clumping together. Do this until you can't feel any more clumps of down.
  • After removing from the dryer, shake your jacket to re-loft the down and ensure your jacket is dry and aired before wearing it or storing. If a dryer isn't available, then we recommend professional laundering.