Frequently Asked Questions at Flat Out

We keep our prices as sharp as we can every day rather than running big sales. Some of our RV kits on the Packages page include a bundled saving, and stockists occasionally run their own promotions.

Buying in quantity, or for a business? Get in touch and we'll talk.

Yes. Ordering through our website is buying direct from us, at the same price you'd pay at the door.

You can also buy in person at our Port Macquarie office. Please contact us to book a time.

It depends what you're ordering and where it's going, so there's no flat rate we can quote. Add your items to the cart, enter your delivery address, and the exact cost is calculated at checkout before you pay.

Orders are generally dispatched within 1-2 business days. During peak periods this can stretch to 5 business days. The busiest times are October through to Christmas, and around Easter.

Delivery time after dispatch depends on the courier and where you are.

Contact us straight away and we'll try, but please don't count on it. The window is short, and it closes earlier than most people expect.

Two things have to happen in time: someone here has to see your message, and we have to get the change to the warehouse before your picking ticket prints, which is very early the next morning. We're a small team, so a message sent overnight almost certainly won't be read before that happens. If it's urgent, phone us during business hours.

Once the ticket prints, the order is locked in the warehouse's system and neither we nor they can change it. Even if it hasn't shipped yet. In busy periods a picked order can sit for a few days before it goes out. We know it seems like there should still be time but there isn't. Those systems are tightly controlled precisely so that thousands of orders go out accurately, which means nobody can walk over and open a box to swap something.

At that point the only real option is return to sender and starting again, which is slow and costs freight both ways. So it's worth checking your items and your delivery address before you check out.

If we sent the wrong item, or your product is faulty, contact us straight away and we'll sort it out. See "What happens if the wrong product was sent?" below for what we need from you.

Changed your mind? Get in touch. Whether we can accept the return depends on the condition of the item and how long you've had it, and return postage is at your cost.

Contact us straight away with a photo of what arrived and your order number. We'll arrange to get the right item to you and tell you what to do with the wrong one. Please don't post anything back until we've heard from you, so it doesn't go astray.

We'll do our best, but we can't guarantee a delivery date. Dispatch times vary with the season, and once a parcel is with the courier it's out of our hands.

Three things that help:

• Choose a faster postage option in the cart.
• Email or call us and tell us your deadline. We can often ask the warehouse to mark your order urgent.
• If it's tight, check our stockists page to see whether someone near you has it on the shelf.

At this time, PayPal is not available as a payment option.

We offer the payment methods shown at checkout, and unfortunately we’re unable to process PayPal payments separately.

At the moment, shipping to the USA is temporarily unavailable through our website.

Recent changes to reporting requirements mean we need to complete some additional product information, including HS classification data, before we can reliably process US shipments. While we work through this, we have temporarily disabled USA shipping at checkout.

We hope to make shipping to the USA available again once this information has been completed.

Industry-standard warranty coverage is generally one year. Flat Out now chooses to offer a three-year warranty across our products, with one exception: extension leads.

Flat Out hoses, Multi-Reels and other eligible Flat Out products are covered by a three-year warranty for manufacturing faults. Customers do not need to register or extend their warranty to receive the three-year coverage although registration is encouraged when purcahsed outside our website to help you keep track of your receipt.

Extension leads are covered by a one-year warranty because different electrical compliance requirements apply to them.

Proof of purchase may be required to confirm the age of the product. If the product was purchased directly from Flat Out, we can usually locate the purchase record in our system.

Contact Flat Out immediately. The warehouse may need to pass the change request to the carrier. Once an order is in the carrier system, Flat Out may have limited ability to change courier-held details and there may be a costs involved.

You can check our stockists page for the retailers we currently know are carrying Flat Out products in your area.

Because we also supply distributors who then sell to stores and dealerships around Australia, there may be other local stockists we're not yet aware of.

If you can't find someone nearby on our list, it's worth checking with your local caravan, camping or RV accessory store. You can also ask them to stock Flat Out and let them know we offer wholesale supply.

If you do find our products at a store that isn't currently listed on our website, please let us know. It helps us keep our stockists list as up to date as possible.

For details about the personal information we collect, how it is used, who it may be shared with, and how to contact us about privacy, please see our current Privacy Policy: https://flatoutmultireel.com.au/policies/privacy-policy

Yes. Add your items to the cart and enter your delivery address, and shipping is calculated at checkout. The one exception is the USA, which is paused at the moment.

For all international customers: Before you order, please check the product specifications for the items you want. A good part of our range is built to Australian standards and for Australian caravans, and some of it will not suit your country.

Yes, but don’t let that put you off. One of the biggest misconceptions is that fully unrolling it will be like wrestling with a long traditional hose. It isn’t slightly comparable.

The Flat Out hose comes off the Multi-Reel in seconds quickly and lays flat, so there’s no big coil to untangle or drag around. Once people actually see how fast and easy it is to pull out, it usually makes a lot more sense.

If the hose is longer than you need, simply make a few wide circles with the surplus length before connecting it to the van. Once the water is turned on, the pressure opens the hose up and helps keep those loops round, tidy and kink-free.

And if convenience is your top priority, you don’t have to carry one long hose at all. You can carry two shorter sections instead. Start with the shorter hose, and if it doesn’t reach, simply connect the second section. That way you only get out as much hose as you actually need.

• Soak & brush: Connect both ends with a joiner to seal, dunk in soapy water, and use a soft brush to remove dirt/grit. Build-up can make the hose stiffer and affect winding.
• Self-spray: Leave the hose on the tap, put a nozzle on the other end, and spray the hose clean from the inside out.

They can fold if not set up correctly, as with flat hoses, but it's completely avoidable with some simple tricks

•  Fully unroll the hose before use.
•  If there is excess length, form a few wide loops before turning the water on. Once pressurised, the loops round out and hold their shape.
•  For car washing or trigger sprayers, straighten the hose and let it fill under pressure before opening the trigger.

The hose has 19 mm internal diameter, which provides more water volume inside the hose to help it open and resist folding compared with standard 12mm hoses.

Here is a video by Marine Rescue showing use of the hose for washing boats - the high flow and the lack of kink.

Yes, with the right fittings. If you’ve added our thread converter, you’ll likely only need one additional locally available part from a US hardware store.

view image

Yes and No. The flat hose will collapse under negative pressure. If creek-pumping, use a submersion pump at the water source, or a regular hose on the suction side.

The Flat out hose is perfectly fine on the positive pressuire side of a pump.

Hoses without a Multi-Reel are usually $30.00 less than the bundled option. Please contact us directly, these aren’t stocked in the warehouse and will be shipped from our Port Macquarie office.

A green patina on brass is normal. It’s just oxidation that forms a protective layer and shouldn’t affect performance. If it does:

• Disassemble the snap fitting, apply a little food-grade silicone lubricant, and reassemble.
• For cleaning, use a soft brush with a mild vinegar–water solution, then rinse and dry thoroughly.

Yes. Straighten the hose first and allow it to fill and pressurise before using the trigger sprayer. Once full, the pressure helps it keep a rounded shape while moving around. It will flow like a pressure washer as it doesn't restrict flow like a 12mm hose would, and it won't kink once the water is in it unless the supply pressure is very low.

The hose will not be damaged by internal freezing (e.g., overnight), though we recommend draining and storing it after use. While we have tested this ourselves, independent third-party verification is unavailable.

If the water inside freezes solid, allow the hose to defrost by loosely bundling it in a warm area, such as a shower, before winding it.

While heated hoses are used in countries with extreme snow conditions, there is currently insufficient demand in Australia for Flat Out to manufacture a similar product.

Yes, our system is modular. If you’re close to the tap, use a short hose; mid-way, use your longer hose; further away, join them with a brass joiner. The modular system also makes it easy to add inline water filter to keep tanks clean and water fresh.

Yes. We're environmentally aware and we believe in repair over replace.

First, check it isn't a warranty claim. If your hose is within its 3 year warranty and has developed pin holes, split at a crimp, or failed on its own without being damaged, get in touch before you buy anything. That's a warranty replacement, not a repair.

Leaking through the hose wall, near an end

• Cut off the leaking section and re-terminate using the existing fitting. You'll need a hose clamp, nothing specialised. Watch the DIY video
• Prefer a proper new fitting? Use an End Repair Kit. Scissors and a screwdriver is all it takes.

Leaking through the hose wall, in the middle

• Use a Join Repair Kit. See how here. Worth knowing a join in the middle may stop the hose winding all the way back into the reel.

Leaking where the fitting joins the hose

• Cut the snap fitting off and refit with an End Repair Kit.

Snap fitting won't grip the tap

• Same fix: cut it off and refit with an End Repair Kit.

Snap fitting has come apart

• Send us a photo so we can see what's happened and match the right parts, as fittings have varied slightly between batches. If it's something you can put back together yourself, we'll usually send the small parts free of charge. Reassembly video

Rather we did it?

• We'd rather fix it than replace it. Repair labour is free, you cover postage and any parts your repair needs. We'll confirm the parts cost before we start. If you'd rather not post it, get in touch to book a time at our Port Macquarie office.

Usually not, and we'd rather point you somewhere better than sell you the wrong thing. If you have wall space for a retractable hose reel, that will be more convenient for garden watering than anything we make.

Where we come into our own is when space is precious. That's caravans, boats, trade vehicles, small cars, and apartments. Balcony gardeners often go for the 12.5 m hose on a Narrow Multi-Reel because it's compact, it packs away dry, and it lives in a cupboard rather than on a hook in a shed they don't have.

Garden and a garage wall? Buy a retractable. Balcony, or working out of a boot? That's us.

Seasoning is just a few days of flushing a new hose before you rely on it. New hoses can carry a little residue left over from the testing done during manufacture, and that can give the first few fills a plastic taste. Seasoning clears it out.

Do it at home before your first trip rather than at a campsite. It takes no real effort, just a few days of walking past it.

1. Connect the hose to a tap at home and fit a trigger sprayer to the far end.
2. Turn the tap on and leave the hose lying out in the sun, pressurised.
3. Each time you walk past, squeeze the trigger and discharge about 5 litres.
4. Keep that up for a few days, then pack it away as normal.

The sun is doing part of the work and it won't hurt the hose. Ours is UV stable and built to live outdoors full time, so a few days on the lawn does no harm at all.

If there's still a taste after that, get in touch and we'll help you work out what's going on.

Our Teal Drink Water Hoses are now manufactured to meet AS4020 requirements, which include testing for taste, odour, microbial growth and water quality. We are currently completing the Australian certification process, which is why the packaging still references AS2070. Read the full explanation here. 

• 25mm suits camper trailers, motorhomes and caravans with basic showers, sinks or grey water tanks.
• 32mm is best for higher-flow setups, such as those with a washing machine, full bathroom or multiple outlets without a grey-water tank to buffer the flow. If you have a washing machine and no grey water tank, or if you plan to bypass your grey water tank, a 32mm hose is required.

See our Sullage Hose Selection Guide

99% of the time we can resolve it with small changes to the way it is set up.
See our Sullage Setup Page for instructions and videos.

The sullage hose comes in sections, so you only need to gegt out and use the length required. The rest of the hose stays clean and dry inside the multi-reel and goes back into storage.

Use the shortest suitable section to reach the drain, and if there is a little surplus, use wide curves rather than tight bends.

The straighter the run, the better the flow. That is why we supply the hose in sections with a joiner.

Yes, our system is modular and designed to be extended.

• 6m Kit: 2x 3m [25mm]
• 9m Kit: 1x 6m + 1x 3m [25mm | 32mm]
• Add extra 3m sections (available in 25mm or 32mm) to go longer.
  We only offer 3m as spare lengths. Modular sections help avoid excess slack that can reduce flow.
• Or, if distance needs are vast, add extra 6 or 9m kits. Just rememver to also add another joiner to your order for each add-on unit.

No. You do not need to choose your sullage hose size based on the outlet size on your caravan.

There is no standard sullage outlet size or fitting used across Australian caravans and RVs, so we have a range of adaptors and connection options to suit different setups. These include threaded outlets, camlocks, barbed fittings, raw pipe outlets and more.

Choose your sullage hose based on the space you have, the length you need and the amount of flow you want, then match the connection to your van. (Scroll down on the sullage page for common options.)

If you’re not sure what fitting you have, measure the outlet or send us a photo with dimensions and we can help work out the right connection.

Yes. We personally do.

The sullage hose has a smooth inner liner that is easy to flush clean, and as it winds flat it squeezes out most of the remaining water and air. The end caps then help contain any residual moisture and odours. The drink water hose is also antimicrobial.

The main thing is not to store either hose in a completely airtight container. Let them breathe so any leftover moisture can evaporate while they’re packed away. That’s why our padded storage bags include a mesh section for ventilation.

If you want a little extra separation, you can also store the sullage hose underneath the drink water hose in the bag.

No. The Compact Multi-Reel we use for the 6 m 25 mm sullage option isn’t deep enough to hold the flattened 32 mm hose.

That’s why the 32 mm sullage hose kit is only available as a 9 m setup on the deeper Original Multi-Reel. It needs that extra depth to sit flat and wind properly.

If you want a shorter length of 32 mm hose, the option is a 3 m hand-rolled extension, S10, and multiple sections can be joined together as needed. This can be a good option if storage space is your main concern or you prefer carrying several shorter lengths.

Just keep in mind that the Multi-Reel version is much more convenient when it comes to packing up, as it winds the hose flat, tidy and ready to store.

Yes. You can usually adapt the connection rather than replacing the whole setup.

Purchase a barbed adaptor and a section of short hose sleeve in the size you didn’t originally purchase. This gives you a short section in the alternate size so you can connect to fittings designed for that diameter.

If the hose hasn’t been used, we can also exchange it for the other size. You would just pay or receive the price difference, and the customer is responsible for any postage costs.

See our Sullage Hose Selection Guide

Both sizes can work for most caravan setups. The best choice depends on whether your grey water flows through a grey water tank first and how much flow you need to handle.

If all your grey water drains into a grey water tank first, you can generally use either 25 mm or 32 mm sullage hose. The tank acts as a buffer, so short periods of higher flow from an indoor sink, outdoor sink, shower or washing machine do not all need to pass through the sullage hose immediately.

Choose 25 mm if you are happy with a slightly slower drain rate and want the more compact option.

Choose 32 mm if you would prefer faster drainage, particularly when emptying a grey water tank at a dump point or when regularly dealing with higher volumes of water.

If the grey water tank is bypassed, or the van does not have a grey water tank, the hose needs to handle the water as quickly as it is being discharged. In these situations:

• Washing machine: use 32 mm.
• High-flow shower: 32 mm is recommended if you regularly run the shower at a high flow rate.
• Sinks only / lower-flow use: 25 mm may still be suitable.

If your washing machine drains into a grey water tank first, you still have the choice of 25 mm or 32 mm because the tank acts as a buffer while the washing machine is discharging. We generally recommend 32 mm for vans with washing machines because it gives faster drainage and more capacity when emptying the tank. If the washing machine drains directly into the sullage hose, bypassing the grey water tank, use 32 mm.

Not necessarily. Having a shower or full bathroom by itself does not mean you need a 32 mm hose. If the shower and sinks drain into a grey water tank first, either 25 mm or 32 mm can be used because the grey water tank buffers the flow. If there is no grey water tank, or you bypass it, the decision comes down to how much water you are putting through the hose. A high-flow shower may make 32 mm the better choice, while lower-flow use may still be fine with 25 mm.

Mainly for faster drainage. A 32 mm hose can move grey water away more quickly, which is useful when emptying a full grey water tank at a dump point or when you have higher-flow appliances such as a washing machine. A 25 mm hose is more compact and can still work perfectly well when a grey water tank is buffering the flow.

Yes, if the washing machine drains into a grey water tank first. The tank acts as a buffer, so the sullage hose does not need to carry the washing machine's full discharge rate at that exact moment. However, we generally recommend 32 mm where a washing machine is fitted, particularly if faster drainage is preferred. If the washing machine drains directly into the sullage hose with no grey water tank in between, use 32 mm.

• Use a downward-facing outlet so gravity can assist drainage. Adapt yours if needed - see sullage connecitons (scroll down on page).
• Use the shortest piece of hose to the destination, only join hoses when needed.
• Use gentle curves rather than sharp bends or kinks.
• Secure the connection firmly to prevent disconnection. (an oversized peg usually does the job if it's loose)

No single 9 m spare hose is offered. Spare hose is supplied in 3 m sections. The 9 m kit is built from a 6 m and a 3 m section.

Yes. Extension leads should always be fully uncoiled before use because current flowing through a tightly coiled lead can create heat build-up.

The good news is that with the Multi-Reel, this is very easy to do. Anchor the end and take a short walk to unspool it. Even with a long lead, you’re only walking a maximum of 30 m to lay it out. Good for the heart. 😄

On the safety front, the plug is stored locked away in the centre of the reel, so you can’t simply plug the lead in while it is still wound up. You have to remove the lead from the reel before the plug becomes accessible.

One of the reasons we designed the Multi-Reel this way is that traditional cable reels can make it very easy for someone to accidentally use a lead while it is still coiled. With ours, the design itself helps prevent that mistake.

So yes, you do need to fully unwind it, but it’s quick, simple and, importantly, it’s the only safe way to use an extension lead.

It depends on length and load.

• Up to 15 m: 1.5 mm² is fine, even with heavier appliances like an air fryer or kettle.
• 20 m, general use: 1.5 mm² suits home, worksite and modest caravan demand.
• 20 m, higher caravan demand: 2.5 mm² is recommended — it reduces voltage drop and aligns with AS/NZS 3001 guidance for longer runs.

The deciding question isn't which appliances you own, it's how many you run at once. Air conditioner and induction cooktop together at the end of a 20 m lead is where the thicker core earns its keep.

Still weighing it up? We've put the numbers and a video here: Do you have the right extension lead for your van?

No, and it's worth knowing why.

The bigger earth pin on a 15 A plug isn't a quirk of design, it's a lock. It exists so that something wanting 15 A physically cannot be plugged into a circuit built for 10. A lead with a 15 A socket on one end and a 10 A plug on the other picks that lock (not a good thing).

Once it's defeated, your van can pull up to 15 A through a household outlet rated for 10. The van's own protection is set for 15 A, so it won't trip. The house breaker often won't either — breakers put up with a modest overload for a long time before they act. So nothing trips, and the extra current just keeps running through a 10 A plug and socket. They warm up, the contacts degrade, the warmer they get the worse they conduct, and that's how you end up with a melted power point.

A certified adaptor like the Ampfibian RV-Plus fixes it properly, because it doesn't only change the plug — it has a 10 A circuit breaker and a 30 mA RCD built in. It limits what your van can draw to what the house can safely give. A home-made lead does the opposite: it removes the limit instead of adding one.

No, and in most cases it physically won't go on anyway.

Your van's power inlet is a 15 A fitting with a larger earth pin, and the socket on a 10 A lead won't fit over it. That mismatch is deliberate, not an oversight.

The shape is only the enforcement. The reason behind it is current. A 10 A lead is built and rated to carry 10 A, and a caravan on park power can draw up to 15. Push 15 A through a lead rated for 10 and the cable and the plugs heat up, and there is nothing on the van's side to stop it happening. This isn't about how well the lead is made. Our own 10 A leads are outdoor rated and built the same way as our 15 A ones. The difference is what they're rated to carry.

The exception. A small camper without a 15 A inlet. A soft top with no internal 240 V wiring, just a battery pack on charge and maybe a fridge, may only have a 10 A connection. If that's what you've got, a 10 A lead is the right lead.

What a 10 A lead is genuinely useful for. Running gear from the van's own 240 V outlets or inverter, like a light or a second fridge under the awning, or powering tools around the site. Just not as the supply lead into the van.

Only 10 A available where you're parked? That's the opposite problem and it has a proper answer: a certified adaptor with a built in circuit breaker and RCD, so your van can only draw what the circuit can safely give.

Yes, for hoses and power leads. With a Multi-Reel that's not the chore it sounds like: it's just the walk from the tap or the power pole to your van.

Anchor one end, hold the handle, walk away. The reel does the unspooling for you, and there's no coil on the ground to fight with. Packing up is the same in reverse, and a flat hose pushes its own water out as it winds back on.

The reasons are short. A power lead has to be fully out because a coiled lead can't shed its heat. A flat hose has to be fully out because it needs to expand to fill. Both are covered properly in the extension lead and hose sections of this page if you want the detail.

Data cables are the exception. Starlink and other data cables can be used while still partly wound. They don't heat up like a power lead and they don't need to expand like a hose.

Capacity depends on the thickness, flexibility and length of the item being stored. Check the capacity listings for the three Multi-Reel sizes and send the most suitable product link.

The best way to check is to view the Multi-Reels page and look at the length capacities for each. If in doubt, contact us to ask.

For most Starlink setups, the Compact Multi-Reel is the best fit and suits cables up to around 30 m.

If you have a longer Starlink cable, the Narrow Multi-Reel can accommodate lengths up to around 45 m.

The standard Starlink cable is 25 m, so the Compact is the usual choice.

The Starlink Mini cable is much smaller and doesn’t take up enough space on even the Compact Multi-Reel to really make the reel worthwhile for that setup.

No. The Multi-Reel is a clam shell that clips shut, built to stay together so it protects what's inside and releases it tangle free. It isn't designed to open up and let you lift a coil out in one piece.

There's a second reason we'd steer you away from it. Lift the coil out and pull the cable from it, and you add a twist for every loop that comes off. Roll it off the reel the way it went on and there's no twist at all, because each turn simply unwinds in reverse. That takes seconds: anchor one end, hold the handle, walk away. 

If you really do need it open. It can be levered apart with a pair of screwdrivers to release the clips at the back. It's awkward, it's easy to mark or crack a clip, and we'd generally avoid it. If there's a lead in it, unplug it from the power first. Every time.

If you're only trying to clean it, you don't need to open it at all. A bucket of soapy water does the job, then a spray of silicone lubricant on the reel once it's dry.

You can, if the hose is flexible enough, but it's a compromise and we'd rather say so up front.

The Original Multi-Reel will take roughly 15 m of standard flexible garden hose, depending on its diameter. The smaller reels hold less. A soft, pliable hose will wind on and sit reasonably well. Most caravan hoses are too stiff. If yours holds its shape when you bend it, it won't behave on a reel.

What you miss is the part that makes the system work. Our hoses are flat and squash down as they wind, so they lie neatly, pack small, self drain, and come off without a fight. A round hose stays round, takes up a lot more room, and you'll notice it every time you pack up.

So it's a fair middle ground if you already own a hose you're happy with and aren't ready to replace it. Just not the experience the reel was built around.

Easy maintenance fix video (1 minute watch) to make your Multi-Reel feel like new!

Procedure:

1. Remove the hose, lead or cable.

2. Wash the inside and back wall with warm soapy water.

3. Use a cloth or soft brush to remove dirt and grit.

4. Dry thoroughly.

5. Apply a good-quality silicone spray behind/along the inner petals or fascia and around the turning area where the front and back sections meet.

Yes. Many spare parts and accessories are available through the relevant product category pages. If a required item is not online, contact us.

Not for three, and that's deliberate. Our bags are built for a stacked pair, because three Multi-Reels together gets heavy and awkward to carry.

Bags come in two sizes, one to suit a Compact pair and one for a Narrow or Original pair, so match the bag to what you're carrying. See product Padded Multi-Reel Storage Bag.

With three, most people run two bags and fill the space in the second one with hoses, fittings and the rest of the kit. Which works right up until you buy a fourth.

Yes. Our Brass Water Inlet Dust & Wasp Cap is designed to cover the caravan water inlet when it’s not in use, helping keep out dust, dirt, wasps and other insects.

It has become one of our more popular accessories since launch.

Flat Out does not stock the wall-mount clamps, but they can be purchased directly from B.E.S.T.

For most caravan setups, we find it simpler to use a short hose section, and connect the filter inline on the ground underneath the caravan. Because the filter needs to be disconnected and packed away for travel anyway, this avoids needing a permanent mounting point and keeps setup and pack-up simple.

Yes, that's a great use for the dust cap. A filter holds water after use and will happily drip in your cupboard or the boot.

Better still if you also have our Inline Shut-Off Valve: store the valve on the other end of the filter, in the closed position. Cap on one end, closed valve on the other, and the filter is sealed at both ends with nowhere to drip. You also always know where the valve is too.