FAQ
General
Where are you located?
We are an e-commerce store, based in a warehouse in the Northern Suburbs of Melbourne.
I want to inspect the goods before I purchase.
No problem. Contact us here and we can arrange a time to show you the equipment you’re interested in.
What are your hours of operation?
We’re open Monday to Friday from 9am until 5pm.
Shipping
Can I pick up my goods to save on delivery costs?
As an e-commerce store, we are based in a in a warehouse in the northern suburbs of Melbourne and do not have a showroom set-up, but we do offer pick-up by appointment. Just selection "Local Pick-up" on check-out.
What shipping methods do you have available?
We use a number of Australian courier companies for all of our deliveries. By using different courier companies, we are able to offer some amazingly cheap postage costs.
How long does it take for my order to arrive?
This will vary according to a number of factors. We aim to have your order dispatched within 1-2 business days of payment clearing. Occasionally other factors will impact on this but in these cases we will endeavour to contact you to let you know. Once dispatched, the transit time varies from 24 hours for deliveries in Melbourne to up to a week to Perth and remote areas. Once your order is dispatched, you will receive an email from us containing your tracking number. This will allow you to track the progress of your delivery.
24-hour delivery is available in Melbourne for selected areas -just select next business day delivery on checkout. Your order will be delivered between 9am and 5pm Monday – Friday.
Do you ship overseas?
No. We only deliver within Australia.
How much does it cost to have my order delivered?
All charges depend upon the size and/or weight of the consignment and also upon the distance covered between the collection point in Melbourne and the delivery point. Typically, the larger the consignment, the more it costs to deliver. The further the distance covered, the more it costs to deliver. A freight calculator is available for your use on checkout. Simply add your products to cart, go to checkout, and enter you’re your details and move through to the shipping calculator. Note that this is obligation free - you can leave checkout at any time without making a purchase.
Do I need to be home when my order is delivered?
No, but it is preferred for security.
Please note that our policy for smaller deliveries (ie under $200) is that if no special delivery instructions are left for us as part of the checkout process, then we will automatically give the courier company authority to leave at the front door – “If no one is home, please leave item at front door”. Please note that due to freight company policy if authority to leave is given then there can be no claims for damaged or missing items.
If this is not acceptable please ensure you:
- Provide us a business address (9am-5pm) for delivery so driver will most likely have no issues in finding a receiver
- Ensure that someone will be home to sign for goods and check condition on arrival - we can help facilitate this
- Provide alternative authority to leave instructions e.g "please leave around the back of house behind the bins"
Can my order be delivered on the weekend?
Sorry, the courier company does not deliver on weekends or public holidays.
Does shipping get cheaper if I order more?
Yes it does. The cost of shipping per KG gets cheaper the more you purchase, however the shipping costs are NOT capped and a maximum - this means that the more you order – the higher the shipping costs. But get an estimate – it may be cheaper than you think.
Payment
Can I pay via bank deposit?
You sure can. Please contact us for details.
Can I pay via paypal?
Yes – we accept paypal via a secure connection from our online store
Can I pay with cash on delivery?
Sorry, we don't accept COD because the items are delivered by courier company
Can I pay with credit card?
Yes, you can pay via credit card on checkout when purchasing online, or give us a call and we can process your credit card payment over the phone.
Can I pay by Cheque or Money Order?
Yes, please contact us for details.
Do you have a payment plan?
Unfortunately not at this time.
Does the price include GST?
Yes they do. Tax invoices are provided if requested.
Products
I have seen the same product elsewhere cheaper – can you match it?
We provide some of the cheapest prices on the market. But there will always be cheaper. Send us the details of the cheaper quote you’ve received and we’ll do our best to match or better it.
We won’t guarantee to beat any price (there’s a lot of inferior products on the market that are being sold at ridiculous prices) but we’ll try to give you the best products we can at the best price.
And don’t forget to include postage in all cost comparisons – our postage costs are very cheap.
Warranty and Refunds
Do your products come with warranty?
All of our products come with different manufacturers warranties. These are normally listed in the product specifications but if you're not sure - just ask.
What happens if the product is found to be Dead On Arrival?
We will replace your item if it is found to be Dead on Arrival (DOA) as soon as possible. Note you must contact us or return the item with 7 days of purchase.
If the goods can not be repaired, will I have my money back?
This will depend on the circumstances. We would prefer to issue you with a replacement item so you can continue your training. If this is unacceptable and you demand a refund, then a refund (less shipping cost) will be processed within 7 days upon receipt of returned goods. Again – circumstances can impact on these situations – please discuss with us first.
Are there any exceptions for warranty claims?
Basically, we can’t cover any items that have been used outside of their intended use, or that are caused by their everyday use. Specifically, the warranty does not cover:
- Normal expected wear and tear
- Any damage, failure or loss caused by accident, misuse, neglect, abuse, failure to follow servicing, maintenance instructions or warnings in the owner's manual
Command Gym Flooring is not liable for any consequential loss, injury or damage caused by circumstances beyond our control, including but not limited to misuse or excessive use beyond the recommendation by the manufacturer, alteration, modification, defective installation, neglect, maintenance or unauthorised repair of this product.
If I want to return the goods, does it have to be packed in the original box?
Generally, we would expect the goods to be returned to us in their original packaging or suitably packaged to prevent transportation damage. If this is not possible, please let us know.
What if I am not happy with my purchase? Can I return it?
If your product is unused, and in its original packaging, it can be returned however a 10% “change of mind” restock fee will apply