FAQ

We do get lots of questions from our customers, here are answers to some of our frequently asked questions.

Shipping

My goods are damaged what should I do?

You have a 48 hour window after delivery to notify us of damaged goods. Unfortunately, we cannot accept any claims relating to deliveries that have exceeded over 48 hours since receipt. Please advise us immediately upon receipt of damaged goods. We will repair or replace any item (including non-returnable items that are delivered to you in a damaged condition) providing you report this within 48 hours of receiving delivery of your order. Please fill in our Warranty freight damage form so we can promptly assist you.

How long will it take to receive my package?

Depending on your location major Australian capital cities should receive there packages within 2-5 days. Rural cities will take approximately 7-14 days. International orders will be provided an estimated date.

Can I pick up my order?

Sorry unfortunately we do not offer order pickups.

Why didn't I receive Free shipping

To receive free shipping you need to spend $400 or more. Some larger items might not be included in free shipping due to the expense of shipping those products.

What Domestic carriers do we use

Australian orders are shipped with either Australia Post, Team Express, TNT, or Tasfreight. When choosing Australia Post standard delivery service, your order will be shipped to your local delivery point and notification will be sent by email when your package is ready to be collected.

What International carriers do we use

International orders are shipped with Australia Post or TNT. Please note that the goods cannot be left to you without a signature and that the couriers usually operate between 08.00-18.00 (8am-6pm) business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).

Orders are traceable on the freight carrier company’s website. That way you will always be able to see where it is and get the latest shipping status.

Are orders tracked?

Orders are traceable on the freight carrier company’s website. That way you will always be able to see where it is and get the latest shipping status. Tracking information is sent along with our completion order email and in our my account under orders section of our website.

Do you ship overseas?

Yes we do however please contact us at [email protected], our contact page or use the request a quote function on shop page and add all the products you will like to ship and we will come back to you with a competitive quote.

Payments/Refunds

Why is my credit or debit card being declined?

If your payment was declined while trying to place an order, please contact your payment processor to find out why. Some banks may refuse payments and will not disclose the reason to AKS Fitness Equipment.

We also recommend making sure that:

The card data is entered accurately.
You do not use extra spaces in your card number.
There is a sufficient balance to cover the purchase.
The card is activated or has not expired.
The card is able to be used for online purchases.
The card can be used for global purchases.
If using a VISA gift card, use the name the card is registered under
If the gift card was not registered under either the purchaser or the recipient, please enter UNEMBOSSED NAME in the name field.
The card has not exceeded the daily withdrawal or purchase limit.

What payments do you accept

We accept the following payment methods:

Visa

MasterCard

Bank Transfer

Is cash on delivery a payment option?

At this time, cash on delivery are not available. For our customers’ convenience, we do accept many different types of payment methods.

I have received my order can I change my mind and ask for a refund?

In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we do not offer refunds however we may, at our discretion, offer you an exchange or a credit, provided that:

(i) You notify us within 2 days days of receipt.

(ii) The following conditions are satisfied:

Please note that items such as exercise mats, boxing gloves or mitts, and shoes cannot be returned after use due to hygiene reasons. Likewise second hand / products that have been used, cannot be returned due to hygiene reasons. All goods must be returned in as new condition (not used, inflated, etc) with original labels, packaging and any accessories (such as charts, DVDs, pumps), manuals, documentation and registration that were included in the delivery of the product.

All returns or exchanges must be accompanied by a RA (Return Authorisation) number issued by our Customer Service Team, and will only be issued for customers who purchased the product directly from AKS Fitness Equipment.

No product will be accepted without a RA number.

Goods are to be returned to us at your expense within 14 days of an RA (Return Authorisation) number being issued to you. If you misplace this RA number, then simply contact us and we can retrieve or re-issue your RA number.

Freight costs are to be paid by you for return the items. Registered Post or Courier is advisable that the items are signed for on delivery at the Warehouse and COD is not accepted. Please contact us at [email protected] or our contact page if you have any further questions.

Can I cancel an order before the item has been shipped?

In the event that you havent received the products or services you have purchased and we haven’t shipped the products or services as stated, but that you simply would like to cancel your order, we do offer refunds however the card transaction fee will not be refunded.

Please visit your my account page and select orders and click cancel. If you have any issues cancelling your order.

Please contact us at [email protected] or our contact page.

I have made a mistake with my details can I have a refund?

In the event that we haven’t shipped the products or services as stated, but that you simply would like to cancel your order, we do offer refunds however the card transaction fee will not be refunded.

Stock

Why is an item out-of-stock?

Even if the item was shown as available while placing the order, we may run out-of-stock by the time we can process your order. Rest assured, we are working hard to restock products as soon as possible. We will contact you to provide you an option to wait until your order is fulfilled or full refund your order.

Will I be refunded for out-of-stock items?

We will send you an email letting you know that the item or the order has been cancelled or fully refunded. You will not pay for any cancelled items or orders by us.

For orders paid using credit card or debit card:

You will not be charged for any out-of-stock items removed from your order and the total for the order will be adjusted prior to the payment being processed.
AKS Fitness Equipment receives payment once your order has been processed. Any initial transactional notification or payment authorisation will be voided based on your bank’s processing policy.

Please note, you may not see a refund transaction and your bank may not send you any notification, if the transaction has been cancelled or refunded. You should see the new order total charged in your bank statement within 3-5 business days, if your order has been processed and adjusted.

How do I get notified when an item is back in stock?

If your item is out-of-stock, you should sign up for back in stock email notifications. You can unsubscribe at any time. From the product page.

Errors

Why won't a discount or promotion code apply to my order?

If a discount or promotion will not apply to your order, it may be due to the following reasons:

Order subtotal does not meet the minimum order value requirement to qualify for promo.
All products may not be eligible for the promotion. Only eligible items are counted towards the promo subtotal.
Brands in your cart are excluded from promotions.
Promo has already been applied to a cancelled order. In this case, please wait 15 minutes after cancelling an order and try applying the promo code to a new order.
Promo cannot be combined with other offers such as special deals.
- If you try to add multiple promos at checkout, the larger discount will automatically apply. This way you’re guaranteed the lower price.
Promo is expired. Promos end at 12:00am Melbourne EST on the expiration date listed.
Promo code has previously been used. Some promos may be for one-time use only.

If you feel there is still an error please contact us or use our friendly bot and we will get back to your asap regarding your issue.

Why am I getting an 'Errors found in cart' message?

You may see an error message in your cart due to the following reasons:

Discontinued or out of stock products in your cart.
How to fix: Remove the discontinued or out of stock items from your cart. Then click ‘Checkout’ to place your order.

Your selected carrier has shipping restrictions
All shipping methods have restrictions on order weight, order price/value, item type and delivery address. Due to these restrictions, some carriers/shipping methods may be unavailable.

Or Invalid promotion code, please check your code.

If you still have issues please contact us or email us [email protected] or use our contact us page or friendly bot.

Why am I getting an error during checkout?

If the issue persists, please contact us [email protected] our contact page or our friendly bot and be sure to include the following information:

What device are you using to shop with us? (iOS, Android, Mobile Device, Desktop)
What browser are you using while shopping with us?
Where in your shopping experience did you encounter the error code screen? (Checkout Process, Cart Summary, Product Page, etc.)
Please provide the code you received in the message. If any.

Warranty

Please fill in our warranty claim form and one our team members will assist you.

Claim form

Stuck?

We are sorry you couldn't find your answer to your question. please contact us and we will answer your question as soon as we can.