Customer Service

Welcome to Highly Tuned Athletes Customer Service. Below are answers to some frequently asked questions about shopping with us, delivery, warranties and customer support.

Our Store

Do you have a physical store?

Yes. Highly Tuned Athletes operates an online store and a retail showroom in Hampton, Melbourne. Customers are welcome to visit us to explore products and obtain assistance before purchasing.

Highly Tuned Athletes
579 Hampton Street
Hampton VIC 3188

Can I collect my order?

Yes. In-store collection can be arranged. Please contact us to confirm availability and arrange collection before visiting.

Our current showroom opening hours are available on our Shipping & Delivery page.

Ordering & Payments

How do I know my order was received?

An order confirmation email is sent after your order has been submitted successfully. A further notification, including tracking information, is sent when your order is dispatched.

Please ensure your email address and contact details are correct when placing an order.

What payment methods do you accept?

We accept the payment methods displayed at checkout, including supported card and online payment options.

For purchases at our Hampton showroom, please contact us regarding available in-store payment methods.

Is online payment secure?

Payments are handled through supported payment providers using appropriate security measures. Additional verification may occasionally be required to protect customers and prevent fraud.

Can I cancel or change my order?

Please contact us as soon as possible if you wish to request a cancellation.

A 5% cancellation fee applies to customer-requested cancellations accepted before dispatch.

Once an order has been dispatched, cancellation is generally no longer possible. Applicable consumer rights remain unaffected.

See our Returns, Refunds & Cancellations policy for further details.

Shipping & Delivery

When will my order be dispatched?

Orders placed before 3 pm on business days are generally dispatched the same day, subject to stock availability, payment verification and processing.

Orders placed on weekends or public holidays are processed on the next applicable business day.

What does shipping cost?

We offer free standard shipping on orders of $250 or more. Express shipping is also available for an additional charge.

Full shipping rates and delivery information are available on our Shipping & Delivery page.

Do you deliver to PO Boxes and Parcel Lockers?

Yes. Highly Tuned Athletes delivers to PO Boxes, Australia Post Parcel Collect addresses and Parcel Lockers throughout Australia.

Please ensure your nominated delivery address and contact details are entered correctly at checkout. All deliveries remain subject to our secure delivery and signature requirements.

How can I track my order?

A tracking number will be provided when your order is dispatched. You can follow your delivery using the tracking link in your dispatch email.

Can my parcel be left unattended?

No. Authority to Leave (ATL) is not permitted.

All parcels are dispatched with a signature requirement and will not be left unattended at the delivery address.

If delivery cannot be completed, Australia Post may direct the parcel to a Post Office or authorised collection point.

What if my parcel is missing or delayed?

Please contact us with your order number and tracking details. We will investigate the matter with the delivery provider and assist with an appropriate resolution.

Warranty, Returns & Refunds

Are your products covered by warranty?

Yes. Our products are supplied with applicable Australian manufacturer warranties and Australian Consumer Law guarantees.

Manufacturer warranty periods vary by brand and product. Consumer guarantee rights may continue beyond the manufacturer's warranty period.

See our Warranty & Consumer Guarantees page for further information.

What should I do if my product develops a problem?

Please contact us with your order number and a description of the problem before returning the product.

Manufacturer technical support teams can also provide specialised troubleshooting assistance. Contact details are listed on our Warranty & Consumer Guarantees page.

Can I return a product if I change my mind?

Highly Tuned Athletes does not offer returns, refunds or exchanges for change-of-mind purchases.

In exceptional circumstances, management may approve a discretionary return or exchange, subject to the applicable conditions.

For complete details, including restocking fees and return requirements, please see our Returns, Refunds & Cancellations policy.

Product Availability

What happens if an item is unavailable?

While we aim to maintain accurate stock information, occasional stock discrepancies or supplier delays may occur.

If we cannot supply an ordered product as expected, we will contact you to discuss the available options, including alternative arrangements or a refund where appropriate.

Contact Us

If you need assistance, our team is happy to help.

Nothing on this page limits your rights under Australian Consumer Law.