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Shipping & Return Policies
Shipping Information
1. Delivery Time FramesGlobal Fitness & Leisure Pty Ltd 'GFL' provides estimated delivery time frames for all orders, which are not guaranteed and are rough estimations given to us by our allocated couriers. Delivery is only available from Monday to Friday, 9:00am - 5:00pm. Please do not allocate hours as the courier company cannot deliver within allocated time frames.
| Estimated Delivery Times | |
|---|---|
| Victoria** | 3-6 Working days |
| New South Wales** | 4-7 Working days |
| Australian Capital Territory | 4-7 Working days |
| Queensland** | 4-8 Working days |
| South Australia | 3-7 Working days |
| Tasmania | 5-10 Working days |
| Northern Territory | 7-14 Working days |
| Western Australia | 5-12 Working days |
**Due to COVID-19 Restrictions VIC, NSW & QLD Areas may experience delivery delays. Please allow 5-10 more business days for your order to arrive.
1.1a Standard Delivery
Our Standard Delivery service offers nation-wide, reliable door-to-door, street level/ground floor delivery only. Pricing is based on the weight of the items & the zone that your postcode falls into. Our couriers will not deliver large items upstairs, enter homes, or provide installation removal services. For items that weigh more than 40kg, they will require assistance in unloading.
IMPORTANT NOTE: If your item/s is returned back to our warehouse as un-deliverable or incorrect address, there will be a re-delivery fee.
1.1b Express Delivery
Our Express Delivery is currently only available for Melbourne Metropolitan. To see if you qualify for Express Delivery service, please enter your postcode into the freight calculator. (See below for Delivery Charges)
Special Offer: Express Delivery Orders made and booked in before 11:00am (AEST, Melbourne Timezone) will qualify for Same Day Delivery. Subject to availability. Order must be booked into the Delivery Booking Request portal prior to 11:00am (AEST, Melbourne Timezone) to qualify.
Once you've placed your order, you will receive a Delivery Booking Request email, which will allow you to book in a day and time slot, and agree to our express delivery terms and conditions.
Like our standard delivery service, express delivery couriers will only deliver to your front door, on a ground floor location. They cannot deliver large items upstairs, enter homes, or provide installation/removal services. For items that weigh more than 30kg, they will require assistance in unloading.
Contact number is required for delivery. Once your order has been processed, on dispatch day, our dispatch team will call to confirm a delivery day & time frame. If confirmation is not obtained, our team will call again on another day to seek confirmation, and will halt the delivery until confirmation is received
Unfortunately we cannot deliver without verbal or written confirmation.
PLEASE NOTE: Missed delivery will incur a re-delivery & return fees if item is returned to our warehouse or need to be re-booked.
For more information, see below for our Delivery Terms and Conditions
1.1c Specialised Delivery
Our Premium Plus Delivery is available for most metropolitan areas. Benefits include:
Better Timing and Notifications
- Choice of delivery date when contacted by Courier (Standard Delivery Time Frame)
Assistance-Free, Into-the-House Service
- Delivery indoors into a room of your choice (including upstairs)
- No assistance required for any delivery (including items specified as Big & Bulky)
Please note that this service does not include assembly. Any assembly service purchased will be conducted by a specialist assembly provider after the date of delivery.
1.1d Delivery & Installation
GFL now offers an all-in-one Delivery & Installation (Also referred to as D&I) service to select areas only. To see if your order qualifies for Delivery & Installation, please enter your postcode into the freight calculator, or select the Delivery & Installation option during checkout.
Service Guidelines
- Delivery and Installation at location of your choice
- Ground floor or upper levels
- Assistance not required
- 2 hour delivery window provided
- Unpack and rubbish removal on request (excluding pallets and timber packaging)
- Standard Delivery times apply
How it works:
1. Once you’ve placed your order with us and have chosen Delivery & Installation, our team will contact you to ensure that these terms and conditions are understood.
2. After speaking with our team, our D&I representatives will contact you within 2 business days to schedule in a booking date and time.
3. Our D&I representatives will deliver and install your products for you.
Delivery & Installation Terms & Conditions:
• Customer acknowledges that any pets and/or dogs on the property are to be restrainted from the time our D&I representatives arrive on site and for the duration of the work being carried out.
• Customer must declare and provide a detailed description of any Site Hazards/Challenges which may present themselves during any work carried out by D&I representatives.
• Missed Deliveries will incur a re-delivery fee. Delivery charges will not be refundable if cancelled on an D&I service that is already confirmed and booked with our D&I representatives.
Please note: Please double check that you have not purchased any additional assembly services, as additional assembly services (added from the Assembly Services page) will not be needed when selling Delivery & Installation. Although our team will try their best to look out for this, we advise double checking all contents in your shopping cart pre-purchase.
1.2 Late Deliveries
We or our carriers will always try to arrive on time, but will not be held responsible for late arrival due to unforeseen circumstances. Please allow for up to 14 working days for your delivery.
1.3 Refund and Replacement
In accordance with our courier's guidelines, refund or replacement due to delayed deliveries can only be arranged 25 working days after dispatch.
2. Door to Door Delivery
Our delivery service may vary among carriers. Since most carriers deliver to the curb side immediately adjacent to their vehicle and regard inside delivery as an extra service cost, it may be necessary for you to assist or move merchandise into your home, this is especially relevant if you live in a block of flats as carriers will only deliver to the ground floor entrance to the block.
Be sure to include one or two phone numbers in case the carrier needs to notify you to arrange delivery. All deliveries are made Monday Friday between 9am & 5pm. Our carriers are unable to give specific times for delivery.
2.1 Non-Ground Floor Deliveries and Steps
Due to Australian Occupational Health and Safety regulations deliveries above or below ground floor are at the carrier's discretion and are not guaranteed. This includes (but not limited to) steps that are immediately outside the premises, which are required to climb in order to gain access to the property.
2.2 No-one Home
If when the carrier arrives with your goods after pre-arrangement without an Authority to Leave Unattended and there is no-one present to receive them, they will be returned to the carrier's depot, or to the supplier. In this case you will be liable for charges for re-delivery. If the order is subsequently cancelled, you will be liable for all carriage charges and a 15% restocking fee also.
2.3 Warranties
Fitness equipment delivery and installation is done by trained professionals from or contracted by GFL. Fitness equipment installation by contractor does not alter or add to GFL's standard warranty or delivery terms and conditions.
3. Large Items (Over 40kg)
Due to Australian Occupational Health and Safety regulations someone must assist the driver with unloading the item if it is too heavy to be moved by one person. If no one is available to assist, a tail gate truck will be required to unload the item. The tail gate service will incur an additional charge. Please contact us via email or phone if this is required.
4. Short Deliveries and Damage to Packaging
You are responsible for counting the amount of cartons you receive and ensuring that this amount matches the amount on the carrier's delivery note. If this amount does not exactly match what you have received. you must note the number of cartons on the carrier's delivery note.
Damage to packaging must be stated on the delivery note next to your signature. You must cross out "delivered in good condition" from the carrier's delivery note (if applicable). If the item has been damaged we will require you to email us at support@reebokfitness.com.au, with a description of the damage and photos attached so we can organize a remedy for the damage.
Short deliveries and damage to packaging must be reported to GFL within 2 working days of signing. Neither GFL nor the delivering carrier can be held responsible for short deliveries, damages to packaging and/or items if you do not note them on your delivery note. This does not affect your statutory rights in the event of the goods being faulty.
5. Drop Shipped Items (Direct from supplier)
Some items may be shipped directly from a supplier. These items may have a 48-hour dispatch time, and can be expected to have a delivery time of 3 to 10 days depending on location.
6. PO Box and GPO Box Addresses
Delivery cannot be made to PO Box or GPO Box addresses.
7. Will Not Fit
If it is found that the product 'will not fit' through/around any doors/stairwells etc. and the product is subsequently returned, you are responsible for all outward and return carriage costs and a 15% restocking fee is applicable. Please contact us if you have any narrow door-ways or unusual obstacles that couriers may encounter when delivering your product so we can advise or plan ahead.
Return Policy
Change of Mind
Because we want you to be 100% satisfied, you can return your purchases within 28 days. For change of mind deliveries, we do not cover the costs of delivery. All return packages must be shipped using the return label from the carrier or with some other form of traceable shipment. We cannot assume responsibility for misdirected or lost shipments.
If your return falls outside of the 28 day period, or the item is worn, damaged or not in its original packaging, we cannot accept the returned items and cannot give a refund. Clothing returns can only be accepted if the original label has not been removed.
To qualify for the 28-day change of mind return:
- The item must be unused and in the same condition you received it, in original packaging
- Product has not been assembled
- Agree that initial freight costs are not refundable
- All money back guarantees are subject to a 15% restocking fee of the sale price to cover the labour costs of picking/repacking the order and returning it to the shelf.
If all conditions are met, contact us within 28 days of your equipment delivery to arrange the return and receive a refund less 15% restocking fee or store credit for your next purchase.
Damage of Defective Products
For us, quality is paramount. We thoroughly test all our products in real-life conditions to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.
Returned products are inspected and refunded if the damage is the result of a manufacturing defect or deviation from factory specifications. We undertake to fully refund the cost of any defective products. If the problem was caused by reasons other than materials, quality or assembly process, the original product is returned to you.
We do not refund products:
- Obtained from a source other than this website
- Damaged by abuse or negligence, such as exposure to chemicals, caustic substances, open flames, high heat and sharp objects
- Damaged by misuse or activities other than the intended
- Damaged through incorrect assembly or not following assembly instructions or other special instructions within the product manual
Please note the life expectancy of any Reebok product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Reebok Fitness products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced.
Our Customer Service team is available to assist you 7 Days a week between 8am - 10pm AEST. Please don't hesitate to contact us with your questions and comments. Visit our Contact us page for more details.
