FAQs

We’re here to help! If you can’t find the answer you’re looking for in our FAQ, please reach out to us at support@f45store.com  

Someone on our team will reach out to you shortly.

ORDER QUESTIONS

How do I know if my order was successful?

When you have successfully completed your order you will receive an email titled “Order Confirmation” which will include all details of your order.

If you haven’t received an order confirmation email within 24 hours of placing your order please contact us at support@f45store.com    

I’ve placed an order but I made a mistake / have changed my mind. How can I change / cancel my order?

Unfortunately we can’t change any information on an existing order once it has already been processed for shipment. This includes details like your shipping address, billing information, item, size or quantity. We also cannot cancel orders after they have been processed for shipment.

If you haven’t received your Shipping Confirmation email, we may be able to process an address change or cancellation. Please contact us at support@f45store.com  as soon as possible and let us know the issue, we’ll make every effort to accommodate your request.

All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.

Once I place an order, when will my account be charged?

If you place an order on F45 Store, you will be charged for the full cost of your order immediately.

Can I place an order over the phone?

We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us at support@f45store.com and we’ll do our best to assist.

What do I do if a size / item I want to purchase is out of stock?

Please email us at support@f45store.com and let us know. We will let you know if we will be restocking the item.

Can I get a different size or colour than what is offered through the store?

No. If a size, colour or other variant doesn’t appear online, it is not currently available.

What happens if you run out of stock of an item I’ve already ordered?

In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to offer an alternate item, a credit note or a refund. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

What is the sales tax on my order?

Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state/country.

How do discounts and special offers work?

And now for some legal language: Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid after purchase, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges. Purchaser must pay applicable sales tax. Offer may not be combined with any other sale, promotion, discount, code, promo, coupon and/or offer. Promotions have no cash value. Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted. Returns or cancellations of any portion of a purchase requires equal forfeiture of offer or amount equal to offer. F45 has the right to end or modify any promotion at any time at its sole discretion. Other restrictions may apply. 

SHIPPING QUESTIONS

 When will my order ship?

In most cases, excluding pre-orders, orders ship within 1-2 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.

How do I know if my order has been shipped?

You will receive an email titled “Shipping Confirmation” which will include all details of your order along with a unique tracking number via the email you placed your order with.

Please allow up to 3 business days for your Shipping Confirmation to be sent. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. 

If you still haven’t received a Shipping Confirmation email after this time, please contact us at support@f45store.com   

Please note it can sometimes take up to 3 days for your tracking link to update.

How long will it take for my order to arrive, once it ships?

Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted. International orders normally arrive within 1-2 weeks of shipping. 

Please note that your order needs to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

There seems to be a delay with the delivery of my order. How can I find out more information?

You can track your order at any time using your unique tracking number. Your unique tracking number is included in your ‘Shipping Confirmation’ email.

If there are delivery issues we will do what we can to help you receive your order as quickly as possible however F45 Store is not responsible for deliveries once they have been dispatched from our warehouse.

Should you experience delays or issues with your delivery after you’ve received your Shipping Confirmation email, we recommend you contact the delivery service listed in your Shipping Confirmation email and quote your unique tracking number.

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout. 

My order is shipping to a country outside of Australia. Will I have to pay customs/import fees to receive my order?

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; F45 Store is not responsible for any additional customs charges or fees once your package has left our facility.

Custom fees are calculated based on the contents of each package. If an order arrives via multiple packages, custom fees will not increase but rather be collected upon import of each package.

If customs fees and charges are refused at the time of delivery, your order will be returned to F45 Store. Once we receive your package we will contact you to determine if you’d like it re-sent for a fee or refunded. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.

RETURN QUESTIONS

Can I exchange or return my order?

F45 Store does not offer exchanges or refunds on change of mind purchases. Change of mind purchases are eligible to be returned for credit note only.   

Please see our RETURNS page for more information.

How do I begin the process of returning my order for a refund or an exchange?

Please contact our team by emailing us at support@f45store.com before shipping your return to us. If you ship an item to us for a return without contacting us first, we can’t guarantee that your request will be processed.

How long after my order can I submit a return request?

Returns requests must be made within 30 days of the date you receive your order. 

Will you accept returns of product in any condition?

Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, or altered in any way.

If I purchased an equipment pack or bundle am I able to remove an item or items from it and return the rest?

No. If you order an equipment pack or a bundle and later decide that you do not want everything included in it, you must return the full equipment pack or bundle.

Who pays for my return?

You will cover the cost of return shipping, except in any case where F45 Store is responsible for the cause of the return (faulty goods or incorrectly shipped goods).

Where can I download the returns label?

Click here to download the Australian Returns Label

Click here to download the Rest Of World Returns Label

I received my order but an item is faulty. What do I do?

Faulty items are eligible for exchange or full refund of the purchase price and shipping if they meet the criteria outlined in the WARRANTY section. 

If your item arrives damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong and helps customers to make sure we prevent similar issues for you and other customers in the future. 

Once we receive the photos and confirm the issue, we’ll provide a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. 

Please note we are not responsible for any damages to any merchandise once the item has been worn, used or washed.

Please see the Faulty Items section of our RETURNS page for more information.

What if the item I ordered arrives and doesn’t look exactly like the image on the store?

Sometimes the images used on F45 Store are digital mock-ups of what the product is intended to look like. This may vary slightly once the product is produced and shipped.