Frequently Asked Questions

How can I get fast help?
Call us directly on (08) 8182 6800, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time). Or email us anytime at inquiries@fitnesswarehouse.com.au.

HELP! I’m having trouble processing my online order.
It’s rare, but occasionally we experience technical difficulties. In order to avoid frustration, simply pick up the phone and call us directly on (08) 8182 6800, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time), we will assist you with your checkout. Alternatively, email us anytime at inquiries@fitnesswarehouse.com.au.

Can I mail-in an order?
Yes, by prior arrangement we gladly accept mail-in orders for those who wish to pay by money order or cheque. Please include all item numbers, quantities, sizes and colours. Don’t forget to include your delivery address details. Mail your order to: Fitness Warehouse, 148 Port Road, Hindmarsh, SA, 5007.

What is your satisfaction guarantee?
As a fitness equipment specialist the customer can have piece of mind that we sell quality products. You may return any item for credit or exchange for any reason if it is in “resaleable” condition within 7 days. (This policy does not apply to clearance items, custom made items or 2nd hand equipment.) Sorry, we do not offer refunds for “change of mind”.

My product looks slightly different than the image on your website.
Fitness Warehouse’s goal is to continually update and improve our products. Because of this process, some product images, logos, colours and labels on the website are subject to vary from time to time.

What forms of payment do you accept?
We accept VISA, Master Card, AMEX, direct bank transfer, cheque and money order. PayPal, Afterpay and Zip are available online only. Due to security reasons we no longer take credit card payments over the phone.
For more information go to our Payment Options page: https://www.fitnesswarehouse.com.au/payment-options/

How do you ship?
Fitness Warehouse generally ships via Australia Post for small items, or Courier for larger or heavier items.
All large equipment orders (such as weights, boxing bags and benches etc) will always be shipped by Courier.
Please note that all of our deliveries are shipped with authority to leave.
View our Shipping Information here: https://www.fitnesswarehouse.com.au/shipping-information/

How long does it take to receive my order?
Orders are usually dispatched within 1-2 business days and take anywhere from 3 to 10 business days to be delivered.
Payments made by Credit Card and Direct Bank Transfer can take 2-3 business days to clear. We will ship these orders once payment has cleared.
Delivery time also depends on your location and the level of service you select. Remote regions will often experience longer shipping times.
All orders are sent from our Adelaide warehouses.

Is it possible for you to rush my order?
Yes, where possible we are able to meet customer needs for a priority order. Please be aware that extra charges will apply for express shipping.
To accommodate your expedited shipping needs, call us directly on (08) 8182 6800, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time). Or email us anytime at inquiries@fitnesswarehouse.com.au for available shipping options and delivery expectations.

Can you ship my purchase out of Australia?
No, unfortunately Fitness Warehouse is not currently providing International Shipping.

Can you ship to a P.O. Box?
Yes, shipping to P.O. Boxes is an option for small items only via Australia Post.
Bulky and heavier items will be delivered by Couriers and cannot be delivered to P.O. Boxes.

I selected instore pick-up for my online purchase. Can I come in and pick-up my order immediately?
We know you are excited with your purchase and we are equally excited that you have decided to shop with us.
However, to avoid possible unnecessary disappointment, it is strongly suggested that you wait until we have contacted you by phone or email to confirm that your payment has gone through and that your order has been picked.

How long will I have to wait until my online order store pick-up is ready?
In many cases your order may be ready within minutes, in some cases in might take a little longer.
It all depends on the payment method you have used and if the product you purchased is available at the store you have selected pick-up from.
We always strive to get all online orders ready for collection as soon as we are able.
Payment Method
Orders paid using Zip or Afterpay are usually processed very quickly. These orders often get picked immediately.
PayPal, Credit Cards (eWay) or Direct Bank Transfer payments can sometimes take up to 3 business days to clear. These orders get picked as soon as the payment clears.
Stock Availability
While we do our best to keep most products on hand in all of our stores, from time to time we unexpectedly sell out.
If the store you have selected pick-up from is out of stock, to save time we will give the you the option to collect from an alternative store.
If this is not convenient, we will transfer the stock to the store originally selected. Please be patient as this can take a day or two.
Once payment has cleared and all stock has been picked ready for collection we will contact you by phone or email.

I have been contacted that my online order is ready for pick-up. Do I need to bring anything?
Yes, please bring photo identification and your order number.
If you can’t prove that the order is yours it will not be released to you.

Can my friend or relative collect my online order for me?
Yes, of course. Prior to committing your order, please include the details of the nominated person collecting your order in the comments section.
Please wait until we contact you before you send them in though.
They will be asked for their photo identification and the order number, so please make them aware of this.

I did not get a confirmation email for my order.
Your immediate confirmation is available for you to print at the end of the checkout process, once your purchase is complete.
You will also receive a confirmation email with tracking information when your order has been processed and shipped.
Occasionally these emails are blocked by your SPAM filter or placed in your junk mail folder.
If you need confirmation of your order resent to you, please contact us on (08) 8182 6800.

Can I return or exchange an item I purchased online?
Yes, simply contact us via the email address below, describing the reason for your return and the action you would like us to take.
Refer to our Return Policy for more info: https://www.fitnesswarehouse.com.au/return-policy/
We will send you a Return/Exchange form, give you a return authorisation number and an address to return the product to.
The Completed Return/Exchange form must accompany all returns.
Call us directly on (08) 8182 6800, Monday – Friday, 9:00 AM – 5:00 PM (Central Australia Time). Or email us anytime at inquiries@fitnesswarehouse.com.au.
Credits will not be offered for the initial or returned shipping charges. If you request that we replace or exchange an item, you will be responsible for all shipping charges.
Credits or exchanges will not be offered for merchandise more than 7 days after purchase. Credits and/or refunds are not offered for return shipping charges.
Sorry, we do not offer refunds for “change of mind”.

Am I entitled to a refund?
In all contracts for goods, consumers are protected by the inclusion of a number of statutory conditions and statutory warranties.
See our return policy for more information: https://www.fitnesswarehouse.com.au/return-policy/

Is this a secure site?
YES. Our orders are processed securely.
The security of your information is very important to us. We use Secure Socket Layer (SSL) technology and Secure Payment Gateways to protect the security of your online order information.
SSL technology encrypts your order information to protect it from being decoded by anyone other than Fitness Warehouse.
Once you enter the checkout page your computer will begin communicating with our server in secure mode. When a customer is making a purchase from the website, the secure payment gateway eWAY communicates with the banking network to confirm the validity of the credit card used and the availability of funds.

Do you price match?
YES. In most cases we can offer a price match. You must provide an official quote and/or proof of the price of the product including all shipping charges. The product being matched in price must be identical to that of the competitor’s product. Please note, we may not offer a price match on clearance products, combined package deal discounted prices and prices of products that are sold direct from suppliers.
We do not price match with eBay, Gumtree or other websites selling used equipment or factory direct sales.
Please note that all price matches will include the competitor’s price AND all associated shipping charges.
All price matching will always be at the discretion of Fitness Warehouse.

Why can’t I purchase Concept2 products direct from the Fitness Warehouse website?
Unfortunately due to the supplier’s contract restrictions we are unauthorised to sell Concept 2 Products online.
We sincerely apologise for any inconvenience.
Please come into one of our showrooms or contact us to discuss alternative purchasing options on Concept2 products.
https://www.fitnesswarehouse.com.au/contact-us/