• Faq

    How will the current pandemic affect my handover?

    With the current restrictions in place we are unable to conduct face to face handovers at our showrooms.

    However we can still get your camper to you via home delivery so you don’t have to go anywhere at all to receive your brand new camper.

    Because we cannot conduct face to face handovers at this current time we are working to create more video tutorials to help you learn all about how to use your new camper. All of our video tutorials can be found on our YouTube channel, Click Here for our Lumberjack Tutorials Playlist.

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    Do I need a special towing block?

    We will fit the towing block to your car.  Please before you come, take off your towing ball if you have one on your car.  They can be a bit rusted on, so please look at this before you come in.

    Some customers find it easier if they regularly use a ball, to purchase a second goose neck, for use with the towing block so they don’t have to keep swapping over the ball to the poly block.

    Please watch our short YouTube video below to show what we mean by removing the towing ball.

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    How long will handover take?

    We want to make sure that when you leave us you are able to set up your trailer with ease.

    Please allow 1 hour for handover.  We will go through how to open and close the trailer, how to charge the trailer, towing tips and general use.

    Most customers take around 60 to 90 minutes.  We don’t want to rush you so you can take as much time as you need.

    Our booking times are usually from 9am to the last booking to be around 3pm. We are only able to book handovers on weekdays.

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    Can I pay on the day of pickup?

    Yes you can pay on the day of pickup however we will only accept credit/eftpos payment or cash.

    All cheques, including bank cheques and personal cheques need 3 business days clearing time.  This is due to our bank holding the funds to clear.

    If you are paying via cheque your cleared funds will need to be visible before the pickup date.

    Payment options

    1. Electronic funds transfer into our bank – funds need to be visible the day before pickup.
    2. Personal cheque or bank cheque – 3 days clearing time needed.
    3. Cash on pickup.
    4. Credit Card payment – a 1.25% surcharge is applicable for credit card payments.
    5. EFTPOS payment – on the  day accepted fee free.
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    What is a hybrid caravan?

    A hybrid caravan is a cross between a traditional caravan & a camper trailer. The cooking facilities & fridge storage are all accessed from outside the main cabin of the unit, the same as in camper trailers.

    The main body shape & fibreglass composite construction are more like that of a traditional caravan as well as the interior bathroom facilities & loads of storage space.

    Our hybrid caravans are well equip for off road conditions as they have independent suspension & come with a heavy duty polyblock hitch the same as our camper trailers.

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    What is a forward fold trailer?

    The term forward fold comes from the way that the trailer opens.

    Starting at the drawbar, which way does the trailer open up?

    A  Forward Fold trailer opens up towards the drawbar, or forward.

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    Can I change some of your standard features on the trailer?

    Many of the components on the trailer can be upgraded. For example, trailers with standard tyres can be upgraded to have branded mud or all terrain tyres instead.

    We also have a variety of upgrades available for all our models such as Gas connection upgrades, interior diesel heaters, 240v connections & more.

    Please talk to our friendly sales staff for further assistance.

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    Where are the trailers made?

    Our trailers are imported to the strict AU Vehicle Standards from China in parts.

    Our team here assemble the trailers. We assemble the underbody, attach the drawbar and run the wiring. This process usually takes around 1-2 weeks per shipment from time of arrival.

    Its important to us that your trailer has all its safety checks performed and assembled correctly. We are proudly Australian owned and a 100% hand made product.

    To give you an idea, here’s some images of how the trailers arrive to us and the assembly process.

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    Does the trailer have electric brakes?

    The trailer has electric brakes wired into the brakes.

    For the electric brakes to function, you need to have fitted to your car an electric brake controller. This controller will make the brakes on the trailer brake when the car brakes.

    You must have electric brakes fitted to your car to legally tow one of our trailers. This is because its tare weight will be greater than 750kg. It is against the law to tow one of our trailers without electric brakes fitted to your towing vehicle.

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    Do you get an anderson plug connection with the trailer?

    Yes all of our trailers come standard fitted with an anderson plug. This is on the drawbar of the trailer.

    You can connect the anderson plug to charge the battery with a solar panel or while towing your trailer, if you have an anderson plug connection on your car you can charge your trailer battery while driving.

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    Does the camper come with walls and floors?

    Absolutely yes. All of our trailers come standard as a kit with the annex roof, the annex walls (sides and front) and the annex floor.

    The canvas we use for our annexes is a heavy 14oz canvas  with double stitching throughout so it’s made to last.

    All the windows feature midge proof mesh to keep the pests away too.

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    How has the current pandemic affected Camping shows?

    As we all know mass gatherings are not possible right now, unfortunately this means camping shows.

    But we are adapting to the situation, Virtual camping shows are in the works to give the same experience & amazing deals as the shows you used to visit.
    With virtual tours, online chat & phone calls we can still have all the communication we did before. We can arrange video calls & walk you through your favourite camper setup in our showroom exactly how we would at a camping show.

    Adapting to this current climate we can still show you our campers & keep the show experience going without you needing to leave your home.

    Our showrooms are still open if you want to visit us in person & see our campers for yourself.
    If you come to visit us we ask you to please follow the current social distancing requirements & please wear your mask.

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    How much does it cost to enter the shows?

    Each show attracts a different entry fee.

    Entry for an adult is usually around $10 – $15.  Individual show entry fees are listed on our shows page under the details about the show.  Here you can also find the location of the show and opening times.

    See you there!

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    Do you have all the models on display at the show?

    The models that we have on display is determined by how big the site that we have been able to secure is.

    Please call us before the show and we can give you advise on which models will be on show.

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    Will you hold a trailer for me if I have only paid a deposit?

    When you order your trailer from us, to get a great show deal you are required to pay a deposit.  This deposit is securing your show deal price.

    We will always work hard to meet your time frame for when you need your trailer.  If the trailer you have purchased is in stock, for us to hold this trailer for you we require full payment for your trailer.

    We have such a high demand for our trailers, and unfortunately we cannot hold trailers if they have not been paid for in full.

    Please talk to our friendly sales team about our stock on hand at the time of purchase and we will do everything we can to get your trailer to you when you need it.

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    Will you honour a show special if I contact you after a show?

    We offer great show specials to our customers who come and see us.

    If we still have the product in stock and you saw us at a show, we are more than happy to discuss the deal that was on offer if you contact us within a few days of the show.

    Please be aware that some of the items that we bundle up with our show specials can become out of stock during the sales at the show.  For example, if we offer a free fridge at the show, and we become out of stock while the show is on, we are unable to offer you the same show special.

    It’s important to note that if you see us at a show and really love the trailer and the show deal, it’s safer to secure the deal at the show and not wait.

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    Do you go to all the shows?

    We go almost all of the shows in Victoria and many in New South Wales.
    Currently due to the Covid-19 situation most shows have been cancelled or postponed but you can still contact us if you would like to see more about a particular model. We would be happy to send you through a personalised video demo of the model you’re interested in.

    Our next show we will be attending will be on our “Shows” page and also on the home page.

    Click here to view our up and coming show dates.

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    Do I have to finance all of my purchase amount?

    You can choose the amount you wish to finance of your purchase.  You can finance the balance less the deposit, or you can finance part of your purchase and pay directly to us the balance.

    Discuss your finance options with our friendly sales staff who will connect you with our finance team from either, Credit One or Stratton Finance, or of course you can use your own finance company.

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    Can I pay in instalments?

    Yes, you can pay for your trailer installments.  Many customers pay for their trailer over a short period of time in multiple payments.

    Please give us a call after making each payment so we can ensure we identify each of your payments.

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    Do you offer finance?

    Yes, we offer finance on our trailers.

    We have a close relationship with Credit One & Stratton Finance who are brokers.  They both offer a wide range of finance options and will work hard to match the best finance deal that suits your financial situation.

    For more information or to submit an online enquiry about our finance options Click Here.

    You can also arrange your own finance, we will work with your finance company to provide them with the documents they need to settle your loan.

    If you are financing your trailer, we can provide you with your VIN close to the trailers settlement.

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    How much deposit is required?

    To secure our special deals, we require a deposit to be paid.

    We ask for a minimum of $1000 deposit, which can be paid in cash, via eft on the day of order or using our eftpos machine.

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    What payment methods do you accept?

    All cheques, including bank cheque and personal cheque need 3 business days clearing time.  This is due to our bank holding the funds to clear.

    If you are paying via cheque your cleared funds will need to be visible before the pickup date.

    Payment options

    1. Electronic funds transfer into our bank – funds need to be visible the day before pickup.
    2. Personal cheque or bank cheque – 3 days clearing time needed.
    3. Cash on pickup.
    4. Credit Card payment – a 1.5% surcharge is applicable for credit card payments.
    5. EFTPOS payment – on the  day accepted fee free.
    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    How do I use the Diesel Heater?

    Lumberjack Camper Trailers & Hybrid caravans have the optional upgrade of coming with a diesel heater. This is perfect for camping in colder climates or during the chilly months.

    Please click below to watch our short YouTube video where we go through where the diesel heater has been installed, how it functions, how to turn it on & off as well as changing the temperature settings.


    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    How does the Al-Ko Jockey wheel work?

    Lumberjack Camper Trailers & Hybrid caravans come with an Al-Ko branded Jockey wheel fitted to the front of the drawbar.
    We have made a short instructional video to demonstrate how to lower, raise & maintain it. You can also find written instructions in your care & maintenance manual provided at the point of purchase.


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    Where Can I find the pole plans & User manual?

    All of our pole plans, model user guides & our Care & Maintenance manual can be found online on our main resources page.

    Click Here to head over there to check it out.

    Our individual model guides are password protected so only our trailer owners have access to these, if you own one of our trailers but have lost your password please contact us & we can help.

     

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    What should I do if I need extra help?

    If you are having a really hard time with your trailer & would like some extra help please contact us. You can get in touch with us via our main phone number on 1300 30 40 45 , via live chat here on our website or via messenger on Facebook.

    We want to ensure all our customers are confident when using their trailers so they can have a good time. We have a variety of ways we can give further assistance to you if required; such as booking phone call appointments, video demonstrations, creating new written guides for you or booking in live demos in our showroom.

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    How does the seating area convert to a bed?

    Converting the seating space in our campers is virtually the same process for all models, please click below to watch our short YouTube video showing how we convert the seating space in the Glenaire:

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    How to use the multimedia player

    To learn how to use the multimedia player please click below to watch our short YouTube video:

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    How does the hot water connection to the kitchen tap work?

    To learn how to connect the hot water to the kitchen of your trailer please click below to watch our short YouTube video:

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    How do I use the cargo rack on a camper?

    To see how to open & close the cargo rack please click below to watch our short YouTube video:

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    How do I set up the annex?

    Setting up the annex can look like a daunting task but when you break it down into the main steps it’s easy to do.

    Below is a short video on how to setup an annex, the pole numbers may change from model to model, but the key steps shown below are the same for all models.

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    How do I attach the breakaway to my car?

    Only Trailers which have a GTM exceeding 2000Kg are required to have an electric breakaway fitted. This is an emergency device which activates in the event your trailer becomes detached from your car while moving. When the main pin is removed from the system it activates & uses the housed battery power from your camper to apply the electric brakes.
    To see how to connect the breakaway to your towing vehicle please click below to watch our short YouTube video:

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45

    How does the trailer attach to my car?

    To attach the trailer to your towing vehicle please click below to watch our short YouTube video:

    Was this answer helpful? Feel free to call our help desk on 1300 30 40 45