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What if a product arrives damaged?

We make all efforts to ensure that the goods are shipped in sufficient packaging as to not get damaged in transit, however, should you receive a damaged parcel, please follow the steps below to make a Transit Insurance Claim.

1. Make a note on the Consignment Note when receiving the delivery of the damage and/or unsatisfactory condition of the package.
2. Contact Us within 48 hours after receiving the package. Claims received outside of the 48 hours will be deemed as ‘storage damages’, and will be void.

Do I need to sign for my order?

If you do not sign off on your delivery, your order will not be covered by our Transit Insurance. By signing off on your delivery, you accept that the number of items you receive matches the number on the consignment note and boxes/items are in good condition. This signs off that you received your delivery in perfect condition and will forfeit any insurance claims for damages during transit.

Where we have received written authority from you to deliver the goods without signature on delivery, ATHLIV and the courier release all responsibility and liability for any loss or damages that may occur after delivery. Any claims for transit insurance will also be voided.

How can I track my order?

Once we have packed and dispatched your order, we will send you a confirmation email with a courier information and tracking number.

Note: Tracking details may need some time to appear. If tracking information does not appear initially, please come back later and check again.

Where do you ship in Australia?

If you live in a remote area or are not sure of your local depot, please Contact Us before completing your order. In most remote locations, you will need to put the local drop off point as your shipping address.

How much will shipping cost?

Shipping is calculated at the cart stage during checkout, taking into account the quantity of items ordered, the weight, and the dimensions.

When will my order be dispatched?

Your order will be dispatched within 1-3 business days. During peak times there may be delays. Our distribution centre is located in Wollongong, NSW, and is closed on weekends and public holidays.

How long will my order take?

All orders are dispatched from Wollongong, NSW. We use Star Track and Direct Freight for sending satchels, loose cartons and pallets. This will take 1-6 days to major cities across Australia, depending on your location. Regional and rural areas may take longer as 3rd party contractors may be engaged for the delivery. Please note that 95% of deliveries are completed on time. Your delivery may be delayed due to unexpected volume increases or other delays outside of our control.

For larger items or multiple pallets, we use the Main Freight Express service which may take 1-2 days longer, depending on your location.