Customer care

We want to make sure you’re completely happy with your TailGator®. Got a question? Start by taking a look at our frequently asked questions page where you’ll find answers to the most common queries.

If you still need help, email our customer care team at gatorservice@tailgatoraustralia.com or call 0428 255 624.

Order processing
We know you’re eager to get your Gator fired up so orders are processed within 1-2 business days of you placing your order, Monday to Friday. We don’t process orders on weekends and public holidays – we’re too busy enjoying our Gators!

Security policy
TailGator Australia uses Direct One as our secure hosted payment solution. No financial information is collected by the Tailgator website. To complete your purchase you will be redirected to Direct One’s secure website where your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer care team at gatorservice@tailgatoraustralia.com or call 0428 255 624.

Shipping
All Gators shipped within Australia are sent by Australia Post once your order is processed and most will usually arrive within one week. The cost of shipping within Australia is $20. If your order contains a large number of items we may contact you to discuss additional shipping costs.

International shipments are also sent by Australia Post, unless an alternative method is requested. International shipping costs will be determined by the items ordered, service requested, delivery location and weight. International shipments are subject to duties, taxes, and customs fees in your country. These extra fees are your responsibility and must be paid upon receipt of the shipment. The rules for these fees vary by country, and your local government determines the duty and customs charges. Costs of international shipping can be quoted before ordering by calling 0428 255 624 or emailing us at gatorservice@tailgatoraustralia.com.

Once your order has been shipped, you will receive an email with your delivery tracking number.

Goods and Services tax (GST)
Goods and Services tax is only added to orders delivered within Australia. The current sales tax rate is 10%.

TailGator® warranty
TailGator® warrants to the original purchaser, from the date of purchase that each TailGator® is free from defects in material and workmanship and agrees to repair or replace any defective product as follows:

  • During shipment: complete or partial replacement of the pitcher assembly if damaged during shipping
  • 90 Days: parts and labor on the power head unit including the throttle cable
  • 1 Year: sealed drive bearing
  • Life-time: parts and labor on all TailGator® fabricated parts limited to the motor coupling, drive shaft, cable mount, front and rear leg brackets, rubber legs

Returns policy
Although it rarely happens, if you’d like to return the unit you may do so within 30 days of purchase.  Just send your item(s) back to us, in its original condition, and we will refund your purchase. You will be responsible for the cost of shipping. Original shipping charges will not be reimbursed.  Please contact our customer care team for return instructions on gatorservice@tailgatoraustralia.com or call 0428 255 624.

Replacement parts
Replacement parts can be ordered by calling 0428 255 624 or emailing us at gatorservice@tailgatoraustralia.com. Please identify your model and the part needed from your TailGator® instruction manual (PDF, 800KB).

Our repair and maintenance service
To ensure your Gator stays in optimal condition and continues to bring years of enjoyment, maintenance and repair services are available through the TailGator® service deptartment.

Give us a call on 0428 255 624 or email us at gatorservice@tailgatoraustralia.com to arrange for repairs and maintenance.

When sending in your Gator for repair or maintenance, please follow these simple steps to ensure a timely turnaround:

  1. Empty the fuel tank
  2. Clean your Gator
  3. Include a note describing the service request
  4. Include a contact number and return address

If you don’t follow these steps it may cause unnecessary delays in servicing your machine.

TailGator® manual
Download your TailGator® instruction manual (PDF, 800KB) here.

Safety instructions
We want to make sure you enjoy your TailGator® without any mishaps. When using gas powered appliances, basic safety precautions should always be followed. Read our safety instructions to make sure you get the most out of your Gator.

Frequently asked questions
Got a question about the TailGator®? Have a read of some of the more common questions asked in our frequently asked questions page to see if we can answer yours.  If you’re still stumped, please email us at gatorservice@tailgatoraustralia.com or call 0428 255 624 and we’ll see if we can help.