F.A.Q.’s
Do you have a walk-in store (to view, try on or purchase your products), instead of ordering online?
We do not currently have a walk in store to view products in person but please do Contact Us and we can provide you with any product specific information you require before making a purchase.
How do I place an order online?
Ordering online with us is easy, fast, and secure. When on our website you can purchase as an unregistered guest or you can register and log in as a registered user (i.e. log in and then order).
Select the items you’re looking for and add it to your cart (“Add to Cart”). If any items are out of stock in our warehouse, the website will also reflect these items as “Out of Stock”. You can add yourself to a waitlist and we will notify you via email as soon as the item is available.
Once you’ve added all the items you’d like to your cart, proceed to “Check Out” and the total sum of the order should be displayed. If you’re happy to go ahead with the order, you can then proceed and select a payment option.
Please remember to input the delivery address and the street/postal code during checkout. Our website will accurately and immediately calculate the shipping costs and add it to the total of your order. Once an order has been processed, you’ll receive an email stating your order has been received, you’ll also receive a shipment email notifying you of the delivery details and timeline for delivery.
How can I get a quote before ordering?
If you require a formal quote, please send an email to [email protected]. Please note that this option should only be used if a formal quote is required (clients including gyms, schools, sports clubs, and companies might require quotes before placing orders).
What payment methods are available on this online store?
The following payment methods are available:
- Credit Cards and Cheque Cards (Visa, MasterCard) via Telr
- Apple Pay, PayPal, Mada, STC Pay via Telr
- Buy now Pay Later via Tabby (Facilitated by Telr)
EFT (Electronic Funds Transfer)
Please note that we do NOT offer a traditional EFT option for online orders. All online orders require a payment at the point of checkout before an order will be processed.
Difficulty completing payment via credit card
Often difficulties processing card payments are owing to 3D-Secure (MasterCard’s product is called “SecureCode” and Visa’s product is called “Verified by Visa”). It is an added layer of security to ensure that all online card transitions are safe and secure.
With 3D Secure, your online credit and debit card payment is redirected to your bank’s 3D Secure service (on your bank’s website) to facilitate the authentication process for your online payment. Authentication is usually done using One Time Pins (OTPs) sent to your mobile phone.
If you are having this problem, it is most likely because your card is not registered, and you will need to contact your bank to register your card.
How can I see the delivery cost of my order, before placing the order?
The quickest way to get a price on delivery is to select the product(s) you want and add them your cart. Then select to have the goods delivered to you at Check Out. Input your delivery address and the street/postal code and our website will accurately and immediately calculate the shipping costs (based on total order shipping weight) and it will add it to the total cost for your order.
I cannot add items to my cart. It takes me to the cart, but says the cart is empty?
Please ensure cookies are enabled on your web browser. The software we use to provide the website functionality uses a cookie that contains a SessionID to connect the various pages on our site together. If you do not enable cookies, we cannot identify you once you have completed entry of your cardholder details to be able to continue the process.
Are cookies a security risk?
No, our commerce system encrypts all cookies. Additionally, the cookie contains no personal information, just a unique identifier for our system to recognise your browser.
I’d like to pay with multiple credit cards, how can I go about doing this?
The easiest way will be to purchase a Gift Voucher to the value you’d like to process on your card(s), use the other card to pay for the balance of the sum of the order and just add the Gift Voucher code(s) to your order during the payment process.
How long will my order take to be delivered?
Delivery times can’t be guaranteed, however, depending on the size of your order (weight/dimensions) and your location, it may take 1 (one) to 5 (five) business days after your payment has been received and cleared and your order approved for despatch.
How do I use a Coupon code or Gift Voucher code?
Once you add your item(s) to your cart and you proceed to Check Out, you will be able to apply a Coupon or Gift Voucher code. Ensure you enter the code with the exact spelling and capitalisation provided. If the code is invalid, expired, or you have not placed the correct products in the cart (applicable for specials and promotions as well as Concept2 products), a discount will not be applied.
How do I exchange something I bought if it is the wrong size or is defective?
Please review our Returns Policy.