FAQ - Gym Plus
Gym & Fitness
  • Gymnastics
  • BEFORE I BUY

    We're happy to hear from you. If you have queries about the product, don's hesitate to contact us via contact us page, or simply chat with us online or phone (03) 5615 8001. 

    Just choose the product you like and add to cart then follow the easy checkout process.

    Debit cards and credit cards accepted:

    - American Express

    - MasterCard

    - Visa

    - PayPal

    We also accept financing options such as Afterpay, ZIP and HUMM.

    Important information:

    For your security and to avoid any fraudulent transactions, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

    We understand you wouldn't be happy to see surprisingly high shipping cost at checkout. Therefore, we make sure our shipping charges are low and reasonable, even for bulky items, to those rural/regional areas.

    We have two warehouses (Melbourne and Perth) dispatching your orders in 1-3 business days from whichever warehouse with stock and is closer to your delivery address.

    To aid in smooth and speed of delivery, ensure your address is correct during the checkout. 

    Please allow 2 to 14 business days for product to arrive after despatch. 

    We use various delivery partners for different products sizes and delivery destinations.

    Please note that deliver to PO BOX address is available for products
    below 22kg and 1M length. Please make sure you have provided a correct street address during checkout on products of excessive size.

    If you are not at home during normal business hours (9am – 5pm), you will receive a card indicating the item is required to be picked up from a local depot. A signature is required for collection with a valid photo ID.

    A re-delivery fee will be charged to you for items that are returned to our warehouse due to incorrect address or failure to collect from local depot.

    Delivery is not available on weekends, public holidays or after business hours.

    We aid to provide door to door delivery for every customer. However, buyers in remote areas may be required to collect item from their nearest freight depot. Please ensure if you have any questions about the re-delivery service, we are always here to back you up.

    We have two warehouses for local pickup. Please contact us to confirm stock availability prior to collection.

    If an item in your cart has now sold out, it must have been in high demand!

    Unfortunately, adding an item to your cart does not guarantee that this product is being held for you, and it can still sell out before you complete your purchase.  Contact our custom service team to check when the item will be back stock.

    ORDER & DELIVERY

    All the orders are trackable and tracking information will be supplied as soon as we dispatch the orders.

    You can click the tracking number link to track your package on the couriers website. Please choose the correct courier website.

    Please note tracking can take up to 48 hours to activate with our delivery partners.

    Many of our products are separately packed in 2 or 3 parcels due to the large size. They might be delivered to you separately depending on how local delivery depot sort parcels.

    Please do not worry about missing package and allow next 2 - 5 business days for the other parcel's arrival after the first one.

    First, please go to correct carrier company website to track your order.

    Tracking can take up to 48 hours to activate with our delivery partners.

    In some cases, your tracking may not show any update until the item is received at your local state delivery depot. 

    Usually our carriers would not call you prior to or upon delivery. 

    Wherever possible, we recommend using a work address (including business name), where someone will be present to accept the delivery.

    You can contact your courier once your tracking information has been sent for a more accurate delivery time frame.

     

    CANCEL, CHANGE & RETURN

    We ship items out very soon after receiving orders. So if you need to change something or cancel your order please email us as soon as possible:

    Step 1: Go to Contact us

    Step 2: Select the subject as 'after purchase'.

    Step 3: Include your order number.

    Step 4: Include the desired changes or cancellation request.

    Please understand we can't make the changes if our warehouse staff has already processed the order.

    You will receive a refund for returned items in cases where you have changed your mind. This also applies to orders cancelled when the item has already been dispatched from our warehouse.

    We accept Change of Mind returns for 14 days after you have received the item. The item must be in a re-saleable condition to qualify for a Change of Mind refund.

    Handling/Cancellation fees will apply at 20% of the purchase price. The refund amount will not include original freight costs.

    Special order items, or items manufactured to your specifications are not returnable.

    When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.

    If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

    Should you wish to return a faulty item, please contact us with your order number. Photos and/or videos of the item may also be requested to assist in the return process. All other return details will be sent to you at this time. Please do not return or post items before obtaining instructions from us. If you do, there is a risk that your returned item may not be identifiable and accepted.

    When a return is authorised, it is the buyer's responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to do so may affect the ultimate resolution to be offered.

    If the item is required to be returned, the outcome of the inspection should take no longer than 5 business days from the date the item is received by our warehouse. In the case of refunds, please allow 3-5 business days for the refund to be processed.

    Items customised/manufactured to your specifications are not returnable. In the event of customised items that are received faulty, we will rectify this by either replacing the faulty part, or if the entire product is faulty, a full replacement will be sent free of charge.

    Goods purchased from our warehouse are exchanged at the warehouse managers discretion.