DELIVERY TIMES
Processing time (2 Business Days): Order verification, tailoring, quality check and packaging takes between up to 48 hours, excluding weekends to process.
Delivery times are typically 3-5 business days via regular post within Australia. Note that delivery time frames may be longer for WA, NT and North QLD areas. For deliveries to New Zealand, this may range from 4-10 business days.
For any other shipping enquires, contact our team at support@activeproducts.au and we will endeavour to respond within 24 hours.
TERMS & CONDITIONS
1. General
Subject to stock availability, we strive to maintain accurate stock counts on our website. However, occasional stock discrepancies may occur, leading to an inability to fulfill all items at the time of purchase. In such cases, we will fulfill the available products, and you will be contacted to determine whether you prefer to await restocking of the backordered item or opt for a refund.
2. Shipping Costs
Shipping costs are automatically calculated for most items, excluding bulky items indicated by weight. Payment for shipping will be collected with the purchase, and this amount will constitute the final shipping cost for the customer.
3. Delivery Terms
3.1 Order Dispatch
Our warehouse which is located in Melbourne, Australia operates Monday to Friday during regular business hours, excluding state holidays and national holidays. During these times, we make efforts to minimize shipment delays. Please note that dispatch times may extend up to 24 business hours during promotional or sales periods.
3.2 Pre-order Items
If your order includes a pre-ordered item, all items will be shipped together only once the pre-ordered item is in stock. Pre-order products are available for purchase before reaching our warehouse, guaranteeing product availability. You will receive an email notification upon dispatch or readiness for click & collect.
3.3 Change of Delivery Address
Customers are responsible for providing the correct delivery address. Address updates for confirmed orders should be emailed to support@activeproducts.au within 1 hour of placing the order. Failure to do so within the specified timeframe may result in additional re-delivery fees.
3.4 Amendments to an Order
No changes can be made once an order is placed. For amendments, email support@activeproducts.au within 1 hour of placing the order, quoting the order number. The original order will be canceled, and a new one must be placed with the correct details.
3.5 P.O. Box Shipping
We do not accept deliveries to P.O. boxes. Please provide residential or business addresses exclusively.
3.6 Items Out Of Stock
If an item is out of stock, in-stock items will be dispatched immediately, and remaining items will be sent when they return to stock.
3.7 Delivery Delays
Customers are advised to contact the courier directly for the latest updates using the tracking number. In case of issues, contact our support team at support@activeproducts.au for assistance.
4. Tracking Notifications
Upon dispatch, customers will receive a tracking link to follow the shipment's progress based on the latest updates from the shipping provider.
5. Parcels Damaged In Transit
If a parcel is damaged in transit, reject it if possible, or contact customer service for further assistance.
6. Duties & Taxes
6.1 Sales Tax
Sales tax is applied to the goods' price as displayed on the website.
6.2 Import Duties & Taxes
International shipments may incur import duties and taxes upon arrival. Customers are urged to be aware of these costs before placing an order. Refusal to pay duties and taxes will result in the return of goods at the customer's expense.
7. Cancellations
Cancellations are accepted before dispatch. If the order has been dispatched, refer to the refund policy.
8. Insurance
Optional insurance coverage at checkout provides for a direct replacement in the event of goods arriving damaged or lost in transit.