Customer Service/FAQ's

FAQ's -

1. When will my order be processed and posted?

Domestic orders are processed Monday, Wednesday and Friday and International orders processed Sunday and Wednesday. 

2. I haven't received my order yet?

Once an order is posted you will receive an email which contains a link to track your order via the courier/postage website. Please allow up to 48 hours after your order is processed for tracking information to display on the courier website.

3. I didn't get a receipt with my order?

When you receive your order confirmation, there is a link at the bottom of the email where you are able to download your receipt. 

4. How do I put on my knee sleeves?

We recommend turning inside out, putting the logo at the top, sliding the knee sleeve up to your calf, then flip the bottom over your knee so the design is facing out.

 

Shipping and handling –

Domestic Orders - Standard Shipping

Orders are shipped via courier and have an estimated delivery time of 1-4 business days for major cities and 2-7 days for all other locations. Orders can arrive earlier or later than this as this time frame is intended as a guide only. An email with tracking details and a link will be sent when your order is processed.

International Orders

For all International Orders we use DHL. An email with tracking details and a link will be sent when your order is processed. Target delivery days are listed below in business days as per DHL -

New Zealand : 3-5 Business days

Asia Pacific : 5-12 Business days

Western Europe : 5-12 Business days

North America and Middle East : 7-12 Business days

Rest of the world  : 8-14 Business days.

FREE WORLDWIDE SHIPPING for all orders over $110. This includes all products that require shipping and excludes gift card purchases (gift cards are not a shipping product - they are an electronic product).

Returns & Exchange -

INCORRECT SIZING:

If you purchased an incorrect size, please ensure the item is returned unused, in its original packaging with proof of purchase for a store credit or exchange for another item. Please contact us prior to ensure efficiency of the exchange.

FAULTY ITEMS:

If you receive a faulty item, please contact us and provide a detailed description of the fault with proof of purchase. We will provide you with a replacement (where available) or a full refund of the purchase amount, provided the item is returned within 14 business days (within reason) with proof of purchase in original packaging and in an unused condition.

DAMAGES:

Please contact us and provide a detailed description of the fault with proof of purchase to discuss.

Privacy -

We are private about your privacy.

What Information Do We Collect?
We only collect information that we need that is related to your order. This includes your:

Billing Address
Shipping Address
Email Address 
Credit Card Information (we do not store this information)

We may also collect information such as your IP, browser type and refer URL date to prevent hacking attempts and ensure we understand where our visitors are from to improve marketing.

How Is My Information Used?:
Your information is only used to fill your order. We do not sell or redistribute your information to ANYONE. We do not store your Credit Card data. 

 

Cookies and Browser Information:
Cookies are small files that reside on your computer and allow us to recognize you on your next visit or store your shopping cart contents. We use them only to track this information.