Hinged Full Knee Support Brace Protection Arthritis Injury Sports

OUR SHIPPING GUIDE

Shipping Costs and Partners

Our shipping costs vary depending on your location, the weight, and size of the items. We are pleased to offer free shipping for a carefully chosen variety of items. We work with trusted partners like Australia Post and road freight courier services to ensure your items reach you safely and on time. Most of our inventory is housed in our Melbourne warehouse, allowing us to promptly ship your order on the next working day following full payment.

Finding Your Shipping Cost

To obtain an accurate shipping cost for your order, please provide your complete address during the checkout process. Shipping costs may vary depending on the destination postcode and weight of the items in your order. We strive to provide you with transparent information so that you can make informed decisions prior to making a purchase.

Delivery Time

Our primary objective is to deliver all orders within two (2) weeks from the date of your order. It is important to note that the delivery time begins once your payment has been successfully processed and the item has been dispatched from our warehouse. Typically, this occurs within 1-2 working days after we receive your full payment. While we make every effort to meet our delivery targets, unforeseen circumstances beyond our control may occasionally cause delays. Rest assured, we collaborate with multiple couriers to ensure efficient and reasonably priced delivery services. Throughout the process, our system will keep you informed about the status of your order and provide a tracking number for secure shipment monitoring.

Delivery Availability and Store Credit

Please note that delivery is subject to availability. In the rare event that we’re unable to supply an item, we cannot accept liability. However, for any items that experience unexpected delays, we are pleased to offer store credit as a gesture of goodwill.

Estimated Delivery Time Frames

Here are the estimated delivery time frames based on your location:

Victoria (VIC): 3 – 8 working days

New South Wales (NSW), South Australia (SA), Australian Capital Territory (ACT): 5 – 10 working days

Queensland (QLD), Northern Territory (NT), Western Australia (WA), and Tasmania (TAS): 7 – 14 working days

Undeliverable Packages and Address Discrepancies

In the unlikely event of an undeliverable package or address discrepancies with your order, our dedicated customer care team will reach out to you via email. Please note that re-delivery costs may apply for products that are returned to us due to such issues.

Delivery to PO Boxes

To ensure successful delivery, we regretfully cannot ship to PO boxes. Please provide a valid commercial or residential address for shipping. If your billing or shipping address is set as a PO box number, we will not be able to deliver your order.

Unsuccessful Delivery Attempt

If you are not available at the time of delivery by Australia Post, a notification will be left in your mailbox instructing you to collect your parcel from the local post office. For items delivered by Aramex or Allied Express, arrangements will be made in advance to deliver your item at your convenience. In the case of 4PX delivery, they will send an SMS to arrange re-delivery. If the delivery is unsuccessful, 4PX will hold the item for 7 working days before returning it to us. Kindly note that a re-delivery cost may be applicable if you are not present during the arranged time.

Rejected by Receiver

If your order includes a gift item, we kindly request that you inform the recipient to avoid any potential parcel rejection. Should a parcel be rejected, re-delivery costs may apply.

Undeliverable Postcodes

While we strive to deliver Australia-wide, there are a few postcodes where delivery is not available for certain SKUs. In such cases, an extra shipping fee will be charged if delivery is possible. Orders that cannot be shipped will be automatically cancelled and refunded, with an accompanying email notification. If you require delivery to remote areas and are unsure about availability, please reach out to our team for further assistance.

Important Note

Please note that neither our delivery partners nor ourselves can guarantee specific delivery dates or times, as these aspects are beyond our control. The estimated delivery times provided by our courier partners serve as references only. Delivery may occasionally take longer than expected due to various factors. If you have not received your item within two (2) weeks, please contact our customer service team at info@fitvibes.com.au. To maintain efficiency in our dispatch operations, we do not offer pick-up or self-arranged courier options.

If you have any further inquiries or require assistance, please don’t hesitate to contact us at info@fitvibes.com.au.

REFUNDS & RETURNS POLICY

When do items need to be returned by?

If you are not satisfied with the goods purchased on our Site we will offer: a. a full refund of the goods purchased; or b. a store credit which is valid for up to 6 months; or c. an exchange of the goods for another product,

on the condition that refund request is made within 14 days after the item is delivered to the customer and the items are in their original condition as purchased, with all labels/tickets/packaging attached, with the return to be organised by the customer.

Who pays for return postage fees?

For all returns and exchanges, the customer must pay the postage fees for returning the item back to us. We recommend that you send the return via registered post, to avoid any loss in transit issues. Once received and verified to be in the condition specified, refund is only of the item value minus 10% restocking fee (not including initial shipping), per batch of goods returned and exchanged.

Also, an additional return charge, which is same cost as that of initial shipping, will be deducted from the refund on returns due to delivery failure caused by customer error. For the health and safety of our staff and other customers, we are unable to accept returns of personal use items.

How many times can an item be exchanged?

You may exchange an item only once (1) however you must pay the postage fees for sending the item back to us.

How will I be refunded?

Refunds will be issued to the original payment method. The customer will be refunded by the same method of which the customer had originally paid within 14 days. We cannot issue refunds to a different account or credit card to that used to place the relevant order. You must also provide proof of purchase.

How do customers return items?

Ensure your item is returned back with all its original packing, this may include outer packing bags, product ID cards, product coded boxes and anything else you have received when purchasing your product. Failure to do so may result in an additional charge and or a rejection of the received return.

When returning any item, you must include a copy of the invoice supplied to you at the time of purchase, we would also appreciate a note outlining why the product was returned as this helps us understand any potential upgrades or adjustments that may need to be made to the products if they have not met your overall satisfaction.

What happens if returned items are lost in transit?

We accept no responsibility for returns that are sent by non-traceable postage methods or are not received by us. If we do not receive the returned items, we cannot issue an exchange, grant a store credit or provide a refund. We strongly suggest you send your returned items using a traceable postage method.

What happens if the returned items are not in specified condition?

We reserve the right to refuse returned items if the items do not comply with our returns policy. Any items we have refused will be posted back to you and additional postage will be charged to you.

If you need to return an item, please contact us by email (info@fitvibes.com.au) for a returns form. Please do not return the item before contacting our support team.

Please Note: no exchanges, credit note or refunds are offered for items on sale.