FAQs

Find FAQs and helpful links on the most common delivery, returns, shipping and order questions, plus more!

General

WHO ARE YOU?

Gym and Fitness have been around since 2002. In that time, we have gone from strength to strength and now pride ourselves in being one of Australia's largest and most trusted fitness equipment retailers for both home and commercial spaces. Find out more.

DO YOU HAVE A PRICE MATCH OFFER?

We are confident that we have the most competitive prices in New Zealand; however, if you see a lower advertised price, we'll do our best to match it.

Simply fill out the 'Price Match Request' featured on every product page or contact us directly on 1800 614 491.

More information on our Price Match Offer is available on Our Promises page.

DOES EQUIPMENT COME ASSEMBLED?

Most of our equipment requires installation. Once delivered, you will need to follow the instructions to assemble your new gear. We can help you source an external installation company to organise the assembly of the equipment. Should you require assistance during assembly, please do not hesitate to contact our Customer Service team.

Payments

DO YOU OFFER PAYMENT PLANS?

Yes! We have partnered with a range of buy now, pay later financing options to help you achieve your health and fitness or business goals. You can find out more about our financing options here, or get in touch to speak with one of our sales consultants.

WHAT ARE YOUR ACCEPTED PAYMENT METHODS?

In addition to financing and payment plans, we also accept VISA, Mastercard, Amex, POLi Internet Banking and direct deposit.

Our website is protected with high-grade 256-bit encryption which means all your personal details and checkout information is secure! If you are still not comfortable with giving details over the internet, we can also accept your credit card details over the phone.

If you'd like to pay by direct deposit. Our bank details are as follows:

Name: Australian Fitness Supplies Pty Ltd
Bank: CBA
BSB: 064450
Account: 10584291

  • Please use your name or order number as the description, as this makes it easier and quicker to identify your payment and have your order dispatched swiftly.

CAN I PAY CASH ON PICKUP?

Unfortunately, cash is not available on pickup from our warehouse as there are no cash handling facilities.

DO YOU OFFER CASH ON DELIVERY?

We cannot accept cash on delivery as we use courier companies (e.g. Direct Freight, StarTrack, TNT, TOLL, IPEC, etc.).

Shipping

HOW MUCH DOES IT COST FOR SHIPPING?

The shipping cost is calculated at checkout. Once you have added your items to the cart and proceeded to the checkout page, enter your shipping information to determine the shipping cost for your order.

IF I PURCHASE MORE, DOES THE SHIPPING GET CHEAPER?

It sure does! The more equipment you order at once, the cheaper the per kilogram rate!

WHAT SHIPPING COMPANY DO YOU USE? 

We use a wide range of shipping carriers to bring you the cheapest and best possible service. Our shipping volume means we have some of the best freight rates possible in Australia, which we pass to you!

Some of the carriers we use include:

WHAT DOES CURBSIDE DELIVERY MEAN?

Curbside delivery means that the courier will bring your items as close to your shipping address premises as practical for a truck and to the ground floor. The truck will pull up to the front of your premises, load the package(s) onto the lift gate on the back of the truck, lower the lift, and push the package(s) onto the sidewalk in front of your residence.

Couriers may wheel your package to an access door provided there is no incline or stairs in between.

Orders

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Products are shipped from our local Auckland warehouse. Our team are currently experiencing delays due to Covid impact on our workforce and higher than normal demand. We will ensure our customers are kept up to date on the status of their orders.

View the Covid Updates page for more information.

AM I ABLE TO TRACK MY ORDER?

Once your order has been dispatched, you will receive an automated email from the freight company to your chosen email address. This email will include your consignment number so you can track your shipping status. Please check your spam folder if you have not received your email.

If you have any queries regarding the delivery time, you can contact the freight company directly. However, if they cannot help you, we will be more than happy to assist.

HOW DO I PRE-ORDER AN ITEM?

Items are only available for Pre-Order if there is no stock available for a particular product. Pre-Order items are placed online or by calling us.

You can secure Pre-Order and Call to Order items with a 25% deposit by talking to a member of our sales team.

Products will be marked with Pre-Order and include the approximate dispatch dates, which are subject to change. We at Gym and Fitness do our best to keep dispatch dates, but unforeseen circumstances may arise

A PRODUCT'S ETA HAS CHANGED ON YOUR WEBSITE FOR A PRODUCT I ALREADY ORDERED?

The 'Back in Stock' dates shown on our Pre-Order products will update as each incoming container sells out. When you place an order, you reserve stock for the shipment visible when placing your order.  

If you see a back in stock ETA update on our website after your purchase, rest assured that your stock has already been reserved. Please refer to the back in stock ETA in your confirmation email for your specific ETA date.

WHEN WILL I GET MY PRE-ORDER ITEMS?
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If an item is purchased on Pre-Order, it will be dispatched once it has arrived at our Auckland warehouse.

If you have purchased numerous Pre-Order items or have ordered alongside in-stock items you will receive all in-stock products or the first Pre-Order item to arrive first. All remaining Pre-Ordered products will be together once the final product becomes available unless otherwise specified.

Warranty, Refunds and Returns

DO YOUR PRODUCTS COME WITH A WARRANTY?

All of our products come with different manufacturer warranties. These can usually be found on our Warranty page or under specifications on the product page, but if you’re not sure just ask!

MY PRODUCT IS FAULTY, WHAT DO I DO?

If you have purchased a faulty product that does not meet one or more consumer guarantees, you are entitled to a refund or repair. If the problem is minor and can be fixed, we reserve the opportunity to fix the problem and may seek to repair the faulty item under warranty. If the problem is major or cannot be fixed, we will look to provide a brand new replacement or a full refund. For more information or to lodge a claim, please view our Warranty page.

I CHANGED MY MIND, CAN I GET A REFUND? 

We offer a 14-day change of mind policy on most products. For full details, please visit Our Promises page.

WHEN WILL MY REFUND BE ISSUED?

Refunds cannot be given instantaneously. The refund process can take 3 - 4 business days after your item has been returned to our warehouse unless otherwise stated. For more information, please get in touch with our customer service team.

Discounts

DO YOU OFFER A DEFENCE FORCE DISCOUNT?

Yes, we do. If you are an Australian Emergency Service Worker, we can arrange a special discount for you. The discount value will vary depending on the equipment, speak with our friendly sales staff for further details.

WHY ISN’T MY COUPON OR PROMO CODE WORKING?

When redeeming a promotional code, please click the appropriate link to read specific promotion details and code date expiry.

Unless otherwise stated, promotional codes and vouchers cannot be used with:

Already discounted products
Items with website promotions already applied
Finance and payment plans
Some third-party products

Special store-wide sales e.g. (Christmas or Black Friday Sales) are not eligible for a further discount via promotional codes. For complete T&Cs, visit our Terms page.