FAQ's

Q: How do I place an Order?

A: To place an order, visit our website and register with us for free. From there, all you have to do is select the products you are wanting to purchase and click on the check out button. You can also visit our retail store at 327 Warrigal Road, Cheltenham, Victoria.

Q: How do I Pre-Order an item?

A: Items are only available for Pre-Order if there is no stock available of a particular product. If an item is purchased on Pre-Order individually, it will be sent out once the item has arrived at our showroom. If a Pre-Order item is purchased alongside items that are in stock, the order will not be sent out until the Pre-Order item arrives at the showroom. If you would like products to be sent separately from the Pre-Order product, you will need to place a separate order. Products will be marked with Pre-Order and will include the approximate dispatch dates, which will be subject to change. We at World Fitness Australia do our best to keep dispatch dates but unforeseen circumstances may arise.

Q: How does Free Shipping work?

A: At World Fitness Australia, our aim is to provide our customers with the most affordable shipping costs possible on all of our items. All orders that are marked with a free shipping logo are eligible to be delivered for free shipping to induced post codes. Please note that the cost of free shipping varies depending on the postcode of the area selected for delivery, this may result in a shipping charge. The free shipping offer is based on the sale price of an individual product, not the order value. World Fitness Australia reserves the rights to not offer free shipping on any item when matching a competitors quote. Please note, additional charges will apply if the receiver chooses a different method of postage if the item has already been shipped out.

Q: How long does delivery take after my initial purchase?

A: Once you have placed an online order, we will ship it out within the next 1-3 business days. Once we have posted your order, you will receive an email with a tracking number to keep informed about the delivery date of your order. As an alternative option, you can also organise for your own shipping company to pick up your product. Below are the Estimated Time of Arrivals for each state and territory: Victoria & New South Wales: 2-4 Days Queensland & Tasmania: 4-6 Days South Australia: 3-4 Days Western Australia & Northern Territory: 4-8 Days World Fitness Australia is not responsible for shipping times and delays and any questions regarding specific delivery days must be taken up with the selected couriers directly.

Q: Does all equipment come assembled?

A: All of our equipment is flat packed, ready for shipment. Once picked up or delivered you will need to follow the instructions to assemble the equipment. You can always outsource an installation company to organise assembly of the equipment. Should you require assistance during assembly please do not hesitate to contact our Customer Service Department.

Q: Are products delivered on a pallet?

A: Some orders will be delivered on a pallet or a skid depending on the size or quantity of the order. If you are able to take all items off the pallets when the delivery driver is at your location the delivery driver may take the pallet with them. If you are not at your residence at the time of delivery and have selected the option to leave products at the premises, the delivery driver will leave the pallet and will not come back to pick it up. It is the responsibility of the receiver to dispose of the pallet.

Q: What payment options do you provide?

A: We provide the payment options of money order, bank cheque, direct deposit and internet banking.

Q: How secure are my credit card details?

A: All of our online payments are processed by Stripe. No Credit Card details are stored on our servers, everything is processed via Stripe.

Q: Can I pick up my purchase?

A: Yes, you can pick up your purchase from our showroom on 327 Warrigal Road, Cheltenham. Once you have placed your pickup order, please allow us at least 24-48 hours for the orders to be ready for pick up. Larger items may require additional time to be ready for pick up. Once purchased we will confirm a pick up date via email. Q: Is there any additional cost for pick up? A: No, there is no additional cost to your purchase for pick up of general items from either our showroom or our warehouse. If items are to be packed on pallet, there may be additional cost. Please contact us at sales@worldfitness.com.au for more information.

Q: Does World Fitness Australia have a returns policy?

A: Yes, World Fitness Australia does have a return policy. We want you to be totally satisfied with our products and services. There may be times when you will need to return a product purchased from us. Our Returns Policy is designed to assist you with your return and make it as easy as possible. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL). Please visit the Australian Consumer Law website http://consumerlaw.gov.au to confirm your consumer rights.

Q: What do I do if I receive a fault / damaged product?

A: If your product is received and found to be damaged, we will either have the item collected and replaced with a new one, or have the damaged parts shipped out for replacement by the customer or arrange for a qualified repair agent to have it fixed. Depending on the area you are located, this may not be possible as repair agents are situated in limited metropolitan areas only. If we have the product collected and find that it is not faulty, we will have the product sent back and pass on all collection and delivery charges to the customer. To qualify for our Faulty Products Policy, you must inform us of the exact damage within 10 days of receiving the damaged goods. We will have to provide a returns authorisation number before any action can be taken.

Q:What if I change my mind on my order and want a refund?

A: We are not required to provide a refund or replacement if you change your mind. However, if an order is to be cancelled due to a change of mind prior dispatch (including Pre Order sales), there is a credit card refund surcharge fee. The fee is approximately 1.5% -2.6% for the value of the order. If payment made with Afterpay and Zipmoney it will have a 5% for the value of the order. Please note, once an order is placed, it cannot be cancelled or altered. To provide you with the best possible service, your order will be processed moments after it is placed through our automated warehouse dispatch system. This automated system does not allow any changes to the order once processed by the customer. Once payment is confirmed, your order will leave our warehouse within 1-3 business days. You will receive an email notification from us when your order leaves the warehouse.

If World Fitness agrees to a change of mind once you have received the goods, and the item has not been used or installed within 10 days of receiving and is in original shipping carton, you will be subject to a 30% - 40% restocking fee. You will need to post the item back to us at your own expense. You will receive a refund less the shipping cost to you. However, if you change your mind, if the packaging is either opened, or partly/fully installed; you will need to repack the item securely and organise return to our warehouse. Upon receiving the product and inspection, a restocking fee will be determined which is approximately between 30-50%.

You will be notified of this restocking fee once the inspection has been completed. In either case, shipping and handling fees are not refundable. Only applicable for Body-Iron Home Use and Next fitness.

Q: When will my refund be issued?

A: Refunds cannot be given instantaneously after tracking has been signed for an item's delivery. Investigations will be lodged with either Border Express or Australia Post to come to a conclusion. This process can take from 5-8 working days once the investigation has been lodged.