Support

Here at Frontier Lines, we strive to make everything as easy as possible. If you experience an issue with any of our products or website, please have a read through the below. If you can't find the information you need here, please get in touch via the Contact Us page.

SWAG CARE

Caring for your swag correctly will ensure you enjoy decades of trouble free camping. The first, and most important step is seasoning:

1. Set your swag up outside and remove the mattress. Hang the swag bag from your clothes line.
2. Using a spray nozzle on your hose, soak the exterior of the swag and bag thoroughly for around ten minutes.
3. Leave it in the sun to dry completely.
4. Repeat the process.
5. Enjoy a watertight swag for years to come

Make sure after seasoning, and after every use, that your swag is completely dry before storing for any period of time. If you are unlucky enough to have to pack up camp in the rain, make sure you set your swag up to dry as soon as you can to avoid the possibility of mold or mildew forming.

If you notice any leaks, don't be concerned. Whilst not ideal, this is perfectly normal. The canvas is thick, and high quality, so it will not leak - any leaks will be along a seam. The seasoning process will swell the stitching along the seams, but sometimes this won't be enough to fully seal the seam. The thick, industrial strength thread the swags are sewn with requires a pretty serious needle to penetrate the heavy canvas.

If you experience any seepage along a seam, the best way to seal it is to rub a plain candle over the stitching, and leave the swag in the sun to allow the wax to soften and penetrate to create a seal. If the sun isn't hot enough to do this, you can accelerate the process with a hair dryer or heat gun being careful not to overheat the canvas. Alternatively, there are many seam sealant products available at your local camping store.

If you get your swag canvas dirty and you want to clean it, avoid the use of any chemicals, simply dampen the area requiring cleaning, agitate the dirty area with a cleaning brush, and rinse. If you need to clean the mattress protector, unzip it and stick it in the washing machine on a gentle cycle with minimal washing powder/liquid.

The canvas will fade over time, basically the same way a pair of black denim jeans would. The more use it gets, the quicker it'll fade to grey. The fading is not detrimental in any way, it's simply giving your swag a bit of character.

SHIPPING

Please note that like everyone else, we are currently seeing occasional delays with some of our shipments. We use a variety of courier services to distribute our orders, but all of our shipments can be tracked, so we encourage you to refer to the email confirmation of your shipment for a tracking number and courier details.

Our swags are packed into an unmarked cardboard box for transit, and are delivered without the need for a signature. We realise that often you will not be home when deliveries arrive, and the last thing you need when you get home from work is a slip in your mailbox telling you to collect your swag from the nearest depot. Please note that once the drop off is made the products are considered in your possession, so ensure that addresses are correct, and any special instructions are clear.

The transit time from placement of order to delivery is generally from 2 to 10 business days.

WARRANTY

We stand behind our products. Our warranty is 12 months from purchase date, however we want to know if you have any issues at any point. We will do what we can to solve the problem, and we will use the information to improve our products.

We're confident that our products are good, but there's a limit to the abuse that anything will stand up to. If our products fail due to misuse or mistreatment, that's on you. We hold a small range of spare parts, so if you break a pole you can purchase a new one.

To make a warranty claim, simply get in touch via the Contact Us page with a few details. Make sure you hang onto your purchase receipt for proof of purchase.

RETURNS

We will gladly offer a refund or replacement for any product that is faulty upon delivery. Please note that prior to any good leaving our facility, everything is checked for faults and integrity. If you feel that the product you have received differs in any way from what you purchased, please get in touch via the Contact Us page.

Please note that shipping costs are non-refundable.

We don't replace or refund for change of mind.

 

STOCKISTS

If you are a retailer in the camping and/or offroad scene and you're interested in becoming a stockist, please email paul@frontierlines.com.au