SYDNEY, AUS
Our dedicated support team is located in Australia, ensuring that you receive specialised and prompt assistance. With extensive knowledge of our products and services, our team is equipped to handle any questions or concerns you may have.
FAQ's
Frequently Asked Questions
Check out some of the most common questions we're asked.
Where is the rest of my order?
Please be aware that our orders can be dispatched in multiple packages. It's not uncommon for packages to be split at the sorting centre during transit and arrive at separate times. We want to assure you that this is a standard part of the courier's delivery process.
It's also possible that you've placed a backorder, resulting in the dispatch of your items separately as they become available. If this is the case, we might have already sent you part of your order as soon as it was ready. The remaining items are scheduled for dispatch within the next few weeks, with timing dependent on your position in the backorder queue. Please read our Backorder Information page for further details.
The tracking is marked as "Delivered" but I have not received it, or I have not received all of the items?
We sincerely apologise for any inconvenience this may have caused. We understand the frustration that can arise from a delivery discrepancy. Rest assured, we are committed to resolving this matter promptly.
Here are a few steps we recommend:
- Check Your Surroundings: Thoroughly inspect your property, including any potential hiding places where the delivery personnel may have left your package. It's not uncommon for items to be placed in secure or inconspicuous locations.
- Ask Around: Reach out to housemates, family members, or neighbours to inquire if they have come across your package or if it was left with them for safekeeping.
- Contact Local Carrier:
Shippit: Please click the purple "Get delivery help" link on the tracking page for the fastest resolution.
Sendle: If there are any issues with the delivery, you'll find clickable buttons in the "Manage parcel" section. If the tracking confirms delivery but you haven't received it, please click the "Missing parcel enquiry" for the fastest resolution.
It's important to note that we do not have direct contact with the courier. By following this procedure, you can eliminate us as the intermediary and establish direct contact with the courier for the quickest resolution.
Will my order be delivered by _____ date?
For the most accurate and up-to-date information on each package within your order, please view the tracking page. This page will provide the latest insights into the status of each package, ensuring you are informed about the delivery progress.
Kindly be aware that we are not the courier company, and we do not have access to any communications you've had with them or details about your package's status. If we did contact them, we are required to follow the same procedure as outlined below. For the swiftest resolution and to avoid any potential delays caused by us acting as an intermediary, we strongly advise reaching out to the courier directly.
Shippit: Please click the purple "Get delivery help" link on the tracking page for the fastest resolution.
Sendle: If there are any issues with the delivery, you'll find clickable buttons in the "Manage parcel" section.
When will my order be dispatched?
For the most up-to-date information on your order, kindly refer to our Tracking Page. Upon entering your order details, you'll discover the current status under "Latest Update," along with additional information below "Estimated Dispatch Date." If your order has already been dispatched, you will be automatically redirected to the courier tracking page, either on Shippit or Sendle.
Where can I track my order?
You can easily track your order on our website using our Tracking Page. Once your order is collected by the courier, you'll also receive SMS and email updates to keep you informed of your package's journey and estimated arrival.
How much does shipping cost?
Shipping costs are determined by the specific product and delivery location. Our calculators factor in the dimensions and weight of each piece of equipment, ensuring that you get accurate and cost-effective shipping rates. Check out our shipping calculator, available on every product page in the "Shipping & Returns" tab and at the bottom of your cart.
Do you accept returns/exchanges?
We want you to be completely satisfied with your purchase, which is why we offer hassle-free returns within 100 days of delivery. As long as the item is in the same condition as when it arrived, you're welcome to return it for any reason. If you prefer to exchange your item for something else, we're happy to assist you with that as well. For more information on our return and exchange policies, please view our Refund Policy.
Do you offer international shipping?
Currently, we don't offer international shipping, but we're working to make it available soon due to popular demand. We do, however, offer competitive shipping rates all across Australia. Stay tuned for updates on our shipping policies and feel free to contact our customer support team if you have any questions.
Which payments methods are available?
We offer a wide range of payment methods to make it easy and convenient for you to pay for your order. We accept all major credit and debit cards. We've also partnered with all major Buy Now Pay Later services such as PayPal, Afterpay, Klarna, and Zip. If you prefer to pay via bank transfer or have any other payment requests, we're happy to accommodate your needs. If you have any questions about payment options, please feel free to contact our customer support team for assistance.
Where is Gym Plug based?
Gym Plug is proudly based in the vibrant city of Sydney, and we're 100% Australian-owned and operated. Our dedicated support team is based right here in Australia, and they're always ready to provide you with specialised assistance whenever needed. We believe that our decision to keep our support team local is a key factor in the consistently high reviews and satisfaction we leave our customers with. Shop with confidence knowing that you're supporting a local Aussie business.
Customer Support
HOW CAN WE HELP?
We'd love to hear from you and have made it super easy to reach us for a quick and easy resolution. Simply follow our customer support guide for the fastest response.
