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Frequently Asked Questions

If you are towing a boat trailer, caravan, camper trailer, box trailer or heavy vehicle trailer Couplemate has you covered.

Can’t find the answer? Give our expert team a call on 07 3348 3822.

Where can I find my order details (invoice, receipt)?

For online orders, all information can be found through My Account -> Orders. For phone orders, our sales team will email you an Order Confirmation.

If you cannot locate the information you require in either circumstance, please contact us here.

When will my order ship?

Couplemate™ strives to get all orders dispatched in 1-3 business days. Bulk orders, axles, and independent suspension orders may take longer than this.

If there has been a delay with your order, our sales team will be in-contact with you to provide an update.

View our Shipping Policy for more information.

Where is my tracking information?

Once your order has been picked and packed, you will receive an email from us letting you know this information. If you ordered online, all information can be found through My Account -> Orders.

If you are unable to locate the information you require, please get in contact with us here.

How do I change or cancel my order?
The easiest way is to call our head office. This will ensure that the necessary changes are actioned as soon as possible.

You can call us on 07 3348 3822 (Monday to Friday, 8:00am to 5:00pm).

How can I return or exchange an item?

For any return inquiries, please email sales@couplemate.com.au with your order number (or ‘reference number’) for a swift resolution.

Couplemate™ understands that not all trailer projects can be completed within a standard 14-day return policy. As such, Couplemate™ customers can make change-of-mind returns for up to 60 days after your order is dispatched. To accommodate this, however, there is 15% restocking fee for all non-exchange returns.

The re-stocking fee does not apply items that require a warranty. For warranty information, please view our Warranty Policy.

What do I do if my order is incorrect?

Sometimes mistakes happen, and we’re here to fix it!

If there is an issue with your order, please email sales@couplemate.com.au with pictures and details of what needs to be fixed. One of our team members will respond to your enquiry as soon as possible.

What if I’m not sure what I need?

You can talk to us! Our team is available to help Monday to Friday, 8:00am to 5:00pm. You can call us, email us, or visit us in-person.

See our contact information.

How can I set up a trade account?
Couplemate™ has a dedicated section for those interested in trade accounts. You can view this information here. [Link not yet available.]
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Need help now?

Call 07 3348 3822

Available Monday to Friday, 8am to 5pm.