FAQ's

 


Shipping

Which company do you use for delivery services? 
We deliver products Australia wide using AUSTRALIA POST E Parcel (for small items) and TOLL IPEC (for bulky items). 


How do I track my order?
Once your order has been dispatched, you will be sent an email enclosing your tracking details and tracking number. You can track your order using this tracking number at the delivery company’s website (www.auspost.com.au/track or www.mytoll.com).

Occasionally, your items may need to be dispatched from multiple locations. In this case, you will receive an email for each parcel stating its tracking details and tracking number.

Please note, when your order is dispatched from multiple locations, you do not incur any additional postal charges.

 

I'm not a registered user, how do I track my order?
Customers who have used our guest checkout to make any purchases can track their orders here.

To track your order, please enter your email, order ID and shipping postcode.
 

The tracking number appears to be invalid on the delivery company’s online tracking system. What does that mean?
Tracking information will usually be updated after 6pm on the day your order is dispatched. This is due to the fact that your order is only marked as dispatched when the delivery company is collecting your package, however, the status of your order may not be updated immediately. If the next day, your tracking number is still appearing as invalid, please email us at support@findsport.com.au


Can I change my shipping address?
Yes, but only if your order has not been dispatched. If you decide to change your shipping address, please contact us via phone (03) 9793 9588 so we can make sure your item is not being prepared to be dispatched and it is sent to the new address. We cannot guarantee we can change any delivery details once the order has been prepared for dispatch.

Do you allow pick up?
Yes, a 1-hour Click & Collect (Pickup) and a 2-5 Business Days Click & Collect (Pickup) option is available from our Dandenong South, VIC retail store. For more information, click here.

 

Can I send to a different address than my billing address?
Yes.  During checkout, you have the option of assigning a different shipping address.

 

I received an item from someone as a gift.  Can I check who sent it to me?
We value our customer’s privacy. Unless the sender has consented to allow us to disclose their information to you or it is required by authorised law, we will not disclose any of the sender's information to anyone.
 

What happens if no one is home when my order is delivered?
If no one is around, the courier company will leave you a contact number or a reminder notice will be dropped in your mailbox so that you can arrange to collect your item at a later time. A redelivery fee may occur if your item needs to be redelivered if you do not pick up your package in time. If your package is with Australia Post, the fee will be payable to Find Sports. If your item was shipped via Toll, the fee may need to be paid directly to Toll.

 

Why did I only receive part of my item?
As a result of stock availability, occasionally, your items may need to be dispatched from multiple locations. If this occurs, your items will be delivered separately. The delivery timeframes may also vary depending on the dispatch location.

 

How long is your normal dispatch and delivery time?

Please note, dispatch time, is the general estimated time the product will leave our warehouse to then be delivered to you. It does not mean delivery time. Each product listing will outline dispatch times and postage transit time. For the list of dispatch and delivery times click here.

 

I need this item urgently, can you post express?
Yes, we have a Priority shipping option on selected items. For more information, click here.
 


Do you provide a tax invoice?
Yes, we do.  All invoices will be sent through to your registered email once the transaction has been made. A printable version is available from your Find Sports user account (for registered users only).

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My Account

How do I register a new account?
Creating a new account with us is quick and easy. First, click the “My Account” link at the bottom of our webpage and then fill in your user name and email address. We will send you a verification mail to that registered email address. Once you have verified that your email address is valid you will have become a member. To register for an account, click here.

 

I forgot my password or login. What do I do?
If you have forgotten your password, click on the "Forgot your Password?" link at the login page.  Next, type in you user ID and registered email address and click submit. Your password will be sent to your email address. If you have forgotten all of your login details, you will need to register for a new account with us. To do so, click here.

 

I cannot log in with my password. How do I resolve this?
If you are confident that your password is not the issue of your inability to log in, we advise you to first try to delete the cookies related to Find Sports. Cookies are small data files stored on a user’s computer. They are designed to make website browsing easier and quicker by holding information you have previously searched and entered on websites you have visited before. If you still cannot log in, try using another browser. If you need any further assistance, please submit a ticket at support@findsports.com.au

 

How can I change my password?
Changing your password is quick and simple. First, log in with your user ID and current password. Next, go to “User Information” section and click “Change Password”. Enter in your new desired password twice to confirm it, click “Change Password”, and you are done.
 

How can I ask you a question?
Our friendly and helpful customer support can be reached through our email ticketing system at support@findsports.com.au. If it’s a sales enquiry, you can reach our sales team on (03) 9793 9588

 

Can I change my email address?
Yes you can. Please email us at support@findsports.com.au and enclose your current registered email address with us and the email address you would like change it to. You will be sent a notification email of your change of email to the new registered email address.

 

How do I subscribe to your newsletter?
You are able to subscribe to our newsletter in the following ways:

  • Enter your email address in the “Stay In Touch” section at the bottom of our webpage.
  • If you have an account with us, please log in to your Find Sports account and tick the subscribe newsletter option and click update.
  • When you purchase with us, a condition of doing business with us is that you will be subscribed to our newsletter.

 

How do I unsubscribe to your newsletter?
You are able to unsubscribe our newsletter in the following ways:

  • Please login to your Find Sports account and untick the subscribe newsletter option and click update.
  • If you receive our newsletter, just click the unsubscribe button and follow the prompts.
     

I have unsubscribed to your newsletter, why am I still receiving it?
Your subscription cancellation may be received and updated after the distribution of our newest newsletter. If by the next day your subscription still has not been cancelled, please take a screenshot and submit a ticket at support@findsports.com.au for further assistance.     

 

I subscribed to your newsletter, why do I never receive it?
Your email service may have sent our newsletters to your junk folder. To rectify this problem, add Find Sports to your contacts list. For previous newsletters that have already gone into your junk folder, go to your junk mail category, check all of our Find Sports newsletters, and update it by clicking on the “not spam” button.

 

I have contacted your company for days, why do I never receive a reply?
Your business and concerns are very important to us.  We try our utmost to reply to your queries as soon as possible. If your ticket was submitted over the weekend, a reply will not be sent until the Monday as our service team is only available on weekdays. However, if you have not received a reply within a reasonable timeframe, please send us another ticket regarding the issue to ensure the ticket is received by us.

 

Do you have a contact number?  I need someone to talk to.
For all sales inquiries you can call us on (03) 9793 9588. For customer service, order tracking, warranty or return issues please email support@findsports.com.au.

 

How can I get an invoice?
Once an order has been placed, an invoice will be sent through to your registered email. If you are a registered user, a printable version is available from your Find Sports user account under the “Transaction History” section.

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Ordering

I do not wish to become a member.  Can I buy from you?
Of course you can. We provide the option of using a guest account which permits you to buy from us anonymously. You only have to supply us the minimum required information to allow us to be able to send you the item. However, we recommend that you create an account with us so you do not miss out on our newsletters and special discounts and offers.

 

How secure is your checkout system?
We value and understand the importance of our customers’ privacy and sensitive data you provide us. We take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software and email filters act to protect all our electronic information. We do not store credit card information, we securely submit credit card information to our bank for processing. 

 

I try to checkout but the item is no longer available. What happened? 
The item may no longer be available for the following reasons:

  1. Our shopping cart system has timed you out. If you are inactive in our website for a certain period of time, our system will log you out and empty your cart. This has been automated for security reasons.
  2. The item has become out of stock because another customer bought the last one of your desired item before you completed your checkout.
     

 

I have completed my order but cannot complete checkout What's wrong?
You may not be able to complete checkout for the following reasons:

  1. Some of the information you have inputted does not match or is incorrect. Please review your information to make sure it is all consistent and correct.
  2. Presently, we only ship and bill to customers within Australia. Hence, please ensure that your shipping and billing address are within Australia.  
  3. Your credit card has been declined or there is an error with it. This could be due to limitations with the credit card or temporary issues with the card. You can try using a different card or payment method, or alternatively, try checking out at a later time.

If problems still persist, please enclose the issue you are having in detail in an email and send it to our support team at support@findsports.com.au

 

Do you allow pickups?
Yes, we allow pickups for most items. On each product listing, it states the amount of time needed for your item to be ready to be picked up from our retail store at 4 Maxwell St, Dandenong South 3175. For more information about Click & Collect, click here.


How can I check my order status?
Registered users can keep track of their order through their online account. The status of your order is updated live from processing, packing until dispatch. Once your item has been dispatched, you will receive an email with your tracking number and the courier used. You can track your order using this tracking number at the delivery company’s website (www.auspost.com.au/track or www.mytoll.com).

For guest users, you will not be able to be updated on the status of your order until dispatch. After dispatch, you will receive the same email notifying you of your tracking number and the courier used.

 

Can I receive an invoice before I receive my item?
Yes you can. After completing your checkout, an invoice will be sent through to your registered email. If you are a registered user, a printable version is available from your Find Sports user account under the “Transaction History” section.

 

How can I make changes to my order?
Yes, but you must inform us immediately before your order has been dispatched. If you decide to make any changes to your order, please contact us via phone (03) 9793 9588 so we can make sure your item is not being prepared to be dispatched. Once your item has been dispatched, your order cannot be changed.

 

Can I cancel my order?
Yes you can. Please contact us via phone (03) 9793 9588 if you wish to cancel your order. You cannot cancel your order once it has been processed by our warehouse or once it has been dispatched.

 

I received the wrong item, what should I do?
Please submit a ticket to our support team at support@findsports.com.au. You will need to provide us with your invoice and photos of the item you received. Our team will get in touch with you as soon as possible to schedule the return of the wrong item and the resending of the correct item.

 

What is a back order?
Back order is an order status for when an item is out of stock and we need to order more stock from the supplier. If your order has the status of back order, your item may take longer than the timeframe stated on the product’s listing. If this is the case, we will contact you about the status of your order and the new estimated delivery time. At the same time, we will reconfirm with you if you wish to proceed with that order. 

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Payment

Which payment methods do you accept?
We currently accept:

  • Credit Card – Mastercard & Visa
  • Pay Pal
  • Afterpay
  • Direct Deposit (Direct Deposit can take up to 3 business days to clear the bank account).

 

What credit card do you guys accept?
We accept Mastercard and Visa. We do not accept American Express.

 

How secure is it to use credit cards on your site?
We value our customer’s privacy. Our checkout system ensures that your information and privacy is 100% secure. For our network security we use firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software and email filters.

 

How do I pay using Electronic Transfer?
Please use our bank account details which are stated on the invoice sent to your email address.

When paying via direct deposit, please allow up to 4 working days to receive confirmation for your payment.  Please include your Order Number in the payment reference so we can identify your payment. If you have not received payment confirmation after 4 working days, please contact us via email at support@findsports.com.au for further assistance.

 

I need the item urgently, what is the best way to make a payment?
If you urgently need an item, we strongly recommend that you contact us on (03) 9793 9588 to first confirm that the product that you desire is in stock. Paypal is the preferred payment method as payment will be sent immediately by a verified Paypal account. Payment by Mastercard or Visa over the phone also ensures your order is processed as soon as possible.

 

I can't use Paypal to complete the order - I have used the same Paypal account to purchase at many other places?
Please try the following methods:

  • Use a different browser (try using Google Chrome or Firefox).
  • Please ensure your Paypal address and your registered billing address are identical.
  • Double check that you have sufficient funds in your paypal account as the prices on our website are in $AU.
  • Contact us via phone for troubleshooting issues on (03) 9793 9588.
  • Pay via electronic transfer – once the payment has been processed, please email the payment details to support@findsports.com.au so we can correct your payment method.

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Products 

Can I see the product before I buy?
At our retail store we have a select range of products, however, not all products that are listed on our website are available in store. Come past and check out our range at 4 Maxwell St, Dandenong South 3175. If you are after a specific product, feel free to inquire by phone on (03) 9793 9588.

 

Do you price match?
Providing excellent customer service and timely delivery to our customers is our priority. To help satisfy our customer’s needs we offer our products at the best prices. We are able to achieve this thanks to our sourcing team. We do not price match as our products are already at a great price.

 

Why is the price different from before when the product is back in stock?
This issue is related to when we have a promotion for a product. When a product is put on promotion, the promotion ends on that item when either the promotion period ends, or when the item sells out during this period. This is the condition of our promotion prices. These items have been put on sale because we can either get these items at a special price, or we selling below cost price to clear stock, or we want to reward our customers with some incredible deals. These are the reasons why the price will revert back to the previous price once the item is back in stock.     

 

Do you reserve items?
To be fair to all of our customers, we do not reserve items. All products are sold on a first come, first serve basis.

 

How can I be informed of your latest products and deals?
We are happy to hear that you are interested in our latest products and deals. The following are ways to help you to be the first informed of our latest products and deals:

  • Subscribe to our newsletter (registered accounts only). This allows you to be notified of our new and up-coming deals and products.  
  • Like and Follow us on Facebook at https://www.facebook.com/findsportsau/. You will be able to check out the latest and up-coming deals and products. We have ongoing exclusive Facebook deals and promotions to keep our fans happy and feel involved. 
  • Follow us on Instagram at https://www.instagram.com/findsports/. You will be able to check out the latest and up-coming deals and products. We have exclusive ongoing Instagram deals and promotions to keep our fans happy and feel involved. 

 

Your price for a product just dropped after I buy the item; can I get the new price?
Some of the promotions we run on our products may reduce the price of these products. We regret to inform you that the discount only applies after the price change has been made, not before. However, if the price did not drop for an item you purchased within the promotional period and the item was valid for the discounted price, please contact us at support@findsports.com.au  and we will correct this issue for you.

 

Do I get bulk discount if I buy more?
We offer plenty of packaged options for many of our products. However, we do not offer bulk discounts if you buy more than a certain number of products.

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Shopping Security 

How do I know if I am in a secured page?
Ensuring our customer’s information is private and secure is a top priority for us. When you use our checkout system, you will notice that the website address starts with http://. This indicates that your data will be encrypted and the page is secure.

 

How can you convince me that you are a secure website?
Ensuring our customer’s information is private and secure is a top priority for us. To help make our website secure, we take the following steps:

  • To certify that your data is encrypted and safe, we use security certificate 2048 Bit v3 SSL.
  • To monitor and prevent unauthorised parties from accessing our servers, we have installed an anti-virus software which notifies us immediately if there is a breach in our security.
  • We do not store credit card information, we securely submit credit card information to our bank for processing. 
  • We employ network security measures such as VPNs and firewalls.

 

What information is kept with your company?
For us to complete your transaction, we only take the information that is needed to do so. This will include some personal information such as your full name, email address and billing/shipping address. Any other information you provide us through email is kept strictly private. Please note, we do not store any credit card details in our system.  

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Warranty and Return Policy 

The product I bought from you is faulty, what should I do?
Some of our products are covered by warranty. If you are uncertain whether your item is still under warranty, please send a ticket to support@findsports.com.au. Please disclose your order number and a description of the problem, from there our support team will assist you. In some cases, you may need to provide photographic evidence of the product.

 

I received my item but it is damaged, what should I do?
If your item is damaged when first received, please keep all packaging as it may be necessary for us to be able to claim insurance with the delivery company. Please contact us at support@findsports.com.au providing us with the order number, a detail description of the damage and a photo of the damage part and parcel. Our support team will assist you from there.

 

The product I buy does not work straight out of the box, what's wrong?
Goods are covered by manufacturer warranties. On your behalf we will assist to repair, exchange or provide a credit note for the goods subject to the agreement of the customer. If the goods are not repairable, you will be eligible for a new replacement, exchange or store credit. Refunds are not granted on warranty claims as the goods have been used. Please note, some manufacturers warranties are for replacement and not repair.

Please inspect your product within 7 days of receiving it to check for any defects even if you are not planning on using the item straight away so we can immediately exchange the item as a replacement and not a warranty claim.

We do not refund postage, or cover the cost of return postage on warranty claims, as your warranty is a manufacturer warranty not a Find Sports warranty. 

To return your item, please follow these 3 steps;

1. Log in to your Find Sports Account

2. Click on RESOLUTION CENTRE

3. Start a NEW RESOLUTION REQUEST, complete your order details and SUBMIT

Once lodged you can also track the progress of your dispute online at any time. Most disputes can be resolved through communication and it's best to contact us as soon as you recognise a potential problem. Should you require further assistance please contact Customer Service; support@findsports.com.au.

 

I received my item but I changed my mind, can I return it?
FIND Boardsports is not obliged to accept returns if you change your mind. However, we will do so as proof of our commitment to your satisfaction when purchasing from us.

In order for an exchange or refund to be processed we require:

  • You to have proof of purchase (recept, credit statement or invoice);
  • The products to be undamaged, unused, and to be returned in their original packaging with all labels and instruction manuals included;
  • The product you are currently returning to be currently stocked by FIND;
  • You to return the product within 30 days of purchasing it from us; and
  • You to bear all costs, such as shipping and insurance, related to the return of the product to us within 30 days of purchase and receiving the goods.

All returns must first be issued with a Return Authorisation (RA) number before you return the goods to FIND Sports. Please contact our support team at support@findsports.com.au with the above information and the reason for your return stated in the email, so we can issue you with a RA number.

 

I have lost the original packaging of the item.  Can I return it?
Yes, if the item is still under warranty you can still return it as long as it satisfies the conditions stated in our warranty returns policy. Please note, change of mind returns cannot be accepted if they are not in their original packaging.

 

Can I return your item to your warehouse instead of sending it back?
No, but you can return your item to our retail store at 4 Maxwell St, Dandenong South 3175.

 

What cannot be replaced, returned or refunded?
Due to health regulations, we are unable to exchange or refund on any underwear or swimwear purchase unless faulty within the manufacturer's warranty period. Items that have been personally customised or modified for you, such as ski mounting, also cannot be replaced, returned or refunded. 

 

What is your policy under RTS (Return To Sender)?
Return to Sender happens when the courier company cannot get your package to you and they will then return the package to us at our expense.

-         If RTS occurs due to an error made by us because we did not send the package to the correct address, we acknowledge our mistake and will resend the package to the correct address at our expense.
-         If RTS occurs due to an error made on your part, the courier company will charge us the additional costs and as a condition of resending the package to you, we reserve the right to pass on the incurred additional costs to you.

Errors made on your part could be due to:

  • You providing an incomplete or incorrect shipping address.
  • You not collecting the parcel within the time frame stated on the reminder notice left by the courier during their attempted delivery.

Please note, it is your responsibility to check online on the courier’s tracking system when your parcel will be ready for pick up. Not receiving the reminder notice is not a valid reason for your inaction.  

When the parcel has been returned to us, you have the option to cancel this order. If you choose to do this, we will refund the amount you paid for the order, minus all incurred shipping, restocking and handlings costs. To cancel an order, please call us on (03) 9793 9588.

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