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EXCHANGE PROCEDURE
Customer must contact us via email, phone or in person within 30 days of receipt of goods to report the issue with their order. Item must still have original packaging or tags attached and be in its original unused state. Please include your order number, which is found on our invoice, your reason for exchange and the item you prefer/need.
CLOTHING
Clothing items being returned for exchange must be in original condition, this means, no worn or washed, still with all tags attached and preferably in the original packaging. Please include a note stating what you would like in exchange ( eg – Size, Colour, Style or Product, etc) Once the items being returned are received, we will send out the replacement, if stock is available, as per customer instructions. A credit will be issued where stock is unavailable.
NOTE: If exchange is needed due to error on our behalf we will send a satchel to your address for return of the goods at no cost to yourself. And the replacement item will be posted out at no cost to the customer. If exchange is due to customer error (eg size, style, colour etc) the customer will be responsible for the return postage to us. We will ship exchange item back at regular postage only. If you require express, you will need to provide a satchel when returning the goods.
REFUNDS OR CHANGE OF MIND
Please choose carefully as we do not normally refund for change of mind. We are happy to offer an exchange if you change your mind or purchase the wrong item.
PLEASE NOTE: Items for exchange/refund must be in their original condition (i.e. box or bag) to qualify. Any returned items that are damaged and/or do not adhere to the above rules under ‘Exchange for Change of Mind’ will not be accepted for exchange or refund. Any postage costs incurred during an exchange for change of mind/ refund are to be paid by the purchaser. No refund will be given for return delivery costs.
WARRANTY
We aim to ensure all our orders are dispatched in perfect condition. If for some reason there is a problem with your order please notify us as soon as possible. Please include order number (found on invoice) and the problem with your item. We will work with you to try and rectify the issue as soon as possible.
Where a product is faulty, the customer is entitled to a refund or exchange (if available).
CANCELLATIONS
Please select items carefully as we don’t normally offer cancellations once your order has been placed. Please refer back to our Refunds and Change of Mind, if you wish to return the item.
SHIPPING INFORMATION
Covid-19 update from Australia Post: Due to the current increase of online shopping orders, limited flights & adherence to social distancing rules, Australia Post are experiencing delays in usual shipping time frames.
We offer FLAT RATE SHIPPING at a cost of $9.95 per order for up to 3 small items.
We do not offer overseas shipping. Shipping is only available within Australia.
Orders are dispatched from Active Gear Rockhampton 4700, Qld within 3 business days using Australia Post or Courier Companies depending whether item is small or bulky.
Once your order has been shipped, you will receive a shipping confirmation via email or SMS. If you cannot find your shipping confirmation, please check your email ‘junk/spam’ folder.
Local pickup is available from Active Gear North Rockhampton, but must be arranged with us when placing an order.
PRE-ORDERS
If you have purchased a ‘pre-order’ item, any other products you have purchased in the same transaction may not be sent until all items are in stock. If you require items that are in stock before the pre-order items arrives, an extra charge may be necessary for extra postage.
DELIVERY OPTIONS
Standard Shipping (Authority to Leave):
The delivery driver is authorised to leave your order unattended on your premises. If you select this shipping option, we take no responsibility if your order goes missing after it is delivered to the address you have provided.
In some cases (depending on the delivery driver), if they deem it as ‘unsafe’ to leave your parcel or are unable to access your property, it may still need to be collected from your local post office or delivery centre.
TIME FRAMES
Please note: Unfortunately, once an order is shipped, we have no control over the time it takes to reach you. The below time frames are estimates only. There may be shipping delays during peak times.
Once your order has been shipped, delivery to most Australian metro areas is usually 3-6 business days. However, please allow ‘up to’ 2 weeks. For rural Areas & TAS/WA, please allow ‘up to’ 3 weeks for delivery.
*We do NOT drop-ship or sell any items direct from overseas manufacturers. All orders are shipped from within Australia.
