Frequently Asked Questions
What can I do if I'm having issues with checkout?
If you’re experiencing issues with checking out then we recommend updating your web browser to the latest version and clearing your cache. If you’re still unable to checkout then you can try another web browser (we recommend using Google Chrome).
What happens once I've placed my order?
You will receive your initial confirmation email to verify that your order has been received by the ASN Online Store. Once the order has been processed and dispatched on the first available business day (Monday-Friday), you will receive an email with your tracking details.
Please note: A ‘Complete’ status relates to everything we do on our end. Meaning we have picked, packed and shipped your order and it is now with Australia Post or the selected Courier.
Please ensure you check your Junk Mail or Spam Folder if you have not received your tracking email.
How do I track my order?
You can easily track your order status by clicking on the tracking link in the shipping email.
Alternatively, you can track your order by clicking on the button below and entering your tracking number in the "Track your item" field.
What is Same Day Dispatch?
We offer same day dispatch for orders placed before 1pm AEST between Monday and Friday, once confirmation of payment is successful. Please be aware, same day dispatch does NOT mean same day delivery. Furthermore, orders placed after 1pm on Friday, and orders placed on Saturday, Sunday or public holidays will be processed on the first available business day.
If we do not have all of your selected products in stock or if there is an issue with billing/shipping information, we will attempt to contact you via phone or email. However, we advise you to carefully check the contact and shipping details you enter as your order will be placed on hold and shipping will be delayed until we are able to get in contact with you. Alternatively, after such time, we will refund the out of stock item and dispatch the remaining order.
If you order during sale days or shortly after a sale, we will endeavour to get as many orders shipped out on the same day. However, due to the sheer volume of orders received, this is not guaranteed, even for express postage.
Please note: whilst Australia Post offer faster transit times with Express Postage, we post each order as it is received, regardless of your selected postage method. We thank you for your patience and understanding.
Australia Post delivery operations that may affect your delivery:
- National public holidays - No mail or parcel deliveries will take place, including Express Post items.
- State, regional or local public holidays - No local mail or parcel deliveries will take place, including Express Post items, during state, regional or local public holidays.
What shipping options are available?
- Standard shipping - $9.95
- Free Standard Shipping - For orders over $150
- Click and Collect - Free (Find out more about Click & Collect)
- Express shipping - For orders under 5kg, we offer Express Shipping starting at $19.95 for most metro regions and up to $39.95 for other areas.
Courier method is chosen at our discretion, depending on location and weight.
How long will my order take to be delivered?
All online orders received will be dispatched from our Distribution Center located on the Gold Coast.
Transit times will vary and depend on your location in Australia, as well as any unforeseeable delays that are beyond our control.
The following are estimates from Australia Post to all capital cities and metro regions around Australia - for STANDARD shipping only:
- Gold Coast/Brisbane (QLD)1-3 Business Days after the day of shipping
- Sydney (NSW) 2-3 Business Days after the day of shipping
- Canberra (ACT) 2-4 Business Days after the day of shipping
- Melbourne (VIC) 3-4 Business Days after the day of shipping
- Hobart (TAS) 3 -6 Business Days after the day of shipping
- Adelaide (SA) 3-6 Business Days after the day of shipping
- Darwin (NT) 4-10 Business Days after the day of shipping
- Perth (WA) 5-14 Business Days after the day of Shipping
Please note: Express Postage will reduce the transit time, however, next day delivery is not guaranteed as location and weight of the article will still determine transit time.
My tracking doesn't show any more scans, how can I find out what is happening?
It has been brought to our attention that Australia Post is not scanning some parcels every step of the way, and this is resulting in some parcels appearing as if they haven’t left the QLD Facility. Most of the time this isn’t the case - it just means they haven’t scanned the parcel through their other sorting facilities yet.
We have had parcels showing only an initial scan when picked up from our warehouse, and no tracking updated until on board for delivery. If your parcel is still within its delivery transit time according to the tracking estimated delivery day, please don’t panic, it is most likely still on track.
What should I do if I haven't received my order by the expected delivery date?
Australia Post has a strict policy regarding delayed parcels.
They will not investigate any orders unless 2-3 business days have passed since the estimated delivery date, as it may simply be a scheduled delay on their end.
E.g. If an order was due to be delivered on Monday, Australia Post will not launch an investigation until Wednesday. If the article was not received by Wednesday and there were no shipping updates, we will happily call on your behalf to chase the matter up for you, or alternatively, you can call Australia Post directly on 13 76 78.
What happens if my delivery comes when I'm not at home?
If your order has been sent via Australia Post, and you are not home when your delivery arrives, your package will be redirected to the nearest Australia Post depot, which you will receive a collection card for in your mailbox with further instructions.
If you want your parcel left at your door (Safe Drop), you must state in the comments that you give permission for ‘Authority to Leave’. This is at the courier’s discretion if they deem it safe to do so. Should you request ‘Safe Drop’ for your package, Australian Sports Nutrition takes no responsibility or liability should an item or order go missing once it has been delivered to the ‘Safe Drop’ location without the signature.
Once your parcel has been accepted by a postal contractor, we are no longer responsible for the delivery. Please ensure that the shipping address provided is complete and accurate once you receive your confirmation email. The customer is liable for any incorrect/incomplete address where delivery is unsuccessful. This will incur a manual re-shipping fee payable via credit card or a refund (excluding postage costs).
Orders sent via StarTrack will be left unattended by default.
My order hasn't arrived, what do I do?
Most orders arrive within 1-3 business days depending on the following:
- Your order has been placed before 1pm (AEST) Monday-Friday (excluding Saturdays & Sundays, sale days & public holidays)
- You are not in a remote or rural location
Please note that all parcels going to Western Australia or Northern Territory will generally take longer than 1-3 business days unless you choose Express Shipping. To Express Ship your order please call (07) 5549 2524 (extra freight charges for express shipping apply depending on the weight of parcel).
Do you offer express shipping?
Yes, for orders under 5kg we offer Express Shipping starting at $19.95 for most metro areas and up to $39.95 for other areas.
After Sales Questions
What happens if my order has arrived damaged or incorrect?
If you have received the wrong product/s or your order is damaged, please email firstname.lastname@example.org with the following details included:
- Your full name
- Invoice number that was on your confirmation email
- Attach any relevant photos and receipt included in your parcel
Upon receiving your email, our Customer Service Team will assist and contact you as soon as possible to rectify the issue.
For any other questions or enquiries, please contact our Customer Service team via online chat by clicking on the chat button in the bottom right corner of your screen, or email email@example.com