Elite Sports: Frequently Asked Questions
Will this fit me?
We always recommend that each customer first know their measurements before purchasing. In addition, compare them to our size charts. Each product page includes instructions on measuring and a size chart to go along with it. Everyone is different; use our size charts as a reference guide only. Some customers may not be represented by our size charts, if that’s the case, we suggest you call in for further help.
What if I have other questions about your products?
After reviewing the above-mentioned resources on our site, please feel free to contact us via email at "Click Here". We will do our very best to answer any questions you may have in a timely manner. Please allow 1-2 business days for a reply. Contact Us
Methods of Ordering
You can order by phone or online. You can use a Visa, MasterCard, pay pal or Google Pay at check out.
What is the status of my order?
To check the status of an order that you have already placed, please click on the “Order Status” link on the home page.
How do I make a change to my order or cancel an order/item?
To ensure order changes or cancellations are implemented before your order is shipped, it is imperative that you call us as soon as possible.
What do I do if my order did not arrive?
- Make sure you have tracked your package and it is showing as being delivered.
- Look around your house to see if the delivery driver placed your package on the porch, at another door or delivered the package to someone else in your home that inadvertently forgot to tell you that your package arrived.
- Check neighbors to see if they have received your package and are holding it for you.
- Call DHL at 1-800-CALL-DHL (1-800-225-5345) respectively. If you were not home and a signature is required on your package, then the driver may have left a note with instructions. You will need the tracking number we provided when you call them.
- Email our Customer Care Department for further assistance at Click Here.
Payments & Billing
What forms of payment do you accept?
Elite Sports accepts Master Card, Visa, PayPal and Google Pay check out. All orders must be paid for in Australian funds only.
How do I get a copy of my invoice?
All customers will receive an invoice to the email address provided within 10 minutes after the order is placed. Also, customers can access any order placed with au.elitesports.com by simply logging into the “My Account" section of au.elitesports.com. If you login to your customer account and view your order history, you will be able to view and print all orders you have made with us. If you need any assistance accessing your account, please email our customer support department.
I have a question about charges on my credit card?
If you have any questions about charges on your credit card, please contact us directly.
What is your return policy?
We believe in great customer service – even when you don’t like something and want to return it. If you have any doubts about your return, please contact our customer service staff prior to you sending the item back, any item returned without proper RMA will not be accepted. Our return policy is fast and easy but there are still some ground rules to follow. We will accept any return without restocking fees as long as the meet the following criteria.
- 60 day limit from date you receive your package for all merchandise purchased throughout the year except during our Holidays Sales.
- 75 day limit from date you receive your package for all merchandise purchased during our Holidays Sales.
- Items must be in the original packaging
- Items must be clean and free from wear
- Items must be unwashed
Any item returned that does not meet the above criteria, will not be eligible (i.e. dirty, smell of cigarette smoke or detergent, covered in animal dander or deodorant marks, have visible signs of wear, etc).
Pack the item in its original packaging with all instructions, tags and any attachments. Please include the RMA form in the package. Ship the item via insured ground service. You will be responsible for all return shipping charges, unless otherwise stated.
All returns/exchanges will be at the discretion of au.elitesports.com.
STOP! Before returning any product, you must download and fill our RMA form:
- Fill out a return form authorization found here for a return authorization (RA) number.
- Return form should include reason for return, invoice number, contact info and other details.
- You will receive a return label via email from us (within 48 hrs) which you will then print and paste onto the box.
- Keep the tracking number and use it for every correspondence with us.
- Returns can take up to two weeks for refunds to reach your account.
- 3-5 business days for the item to return to our facility
- 1-2 of processing at our facility once received
- 3-5 business days for refund to show back on your account one item is processed.
- Returns which are incomplete and have items missing may be subject to additional charges.
- We are not responsible for lost, damages or missing packages. This is why it is critical for you to keep the tracking number.
- Packages that do not meet these criteria may be returned back to you and/or can also be subject to 50% restocking fee minus shipping charges.
In case you receive the wrong item or want to exchange a product, please let us know Return Form within 3 days of receiving the package. Once we inspect and note the error, a new item will be shipped to you right away. Please note that all items should be shipped back to us with complete accessories included.
I received the wrong item, what do I do?
Please email us at “Click Here” to report the shipping errors within 3 days of receiving the package. We will issue you a Return Authorization (RA number). Please allow 1 to 2 days for a reply from us. Once you receive your RA number, visibly write it on the outside of the box and return it to the following address:
2-4 Interchange Dr,
Eastern Creek NSW 2766
We will ship out the new item as soon as we receive and inspect the returned item. NOTE: Please retain the tracking number for your record until the refund has been processed.
How do I exchange a product?
Please email us at “Click Here” to report the shipping errors within 3 days of receiving the package. We will issue you a Return Authorization (RA number). Please allow 1 to 2 days for a reply from us. Once you receive your RA number, visibly write it on the outside of the box and return it to the following address: 2-4 Interchange Dr, Eastern Creek NSW 2766. We will ship out the new item as soon as we receive and inspect the returned item. NOTE: Please retain the tracking number for your record until the refund has been processed.
Where is my order being shipped to?
To avoid fraudulent charges the order will be shipped to the shipping address specified on the invoice only. Please double check the shipping address you provided.
Where is my order being shipped from?
Elite Sports currently has two warehouses. Determination of your items shipping location depends on availability and proximity to shipping address.
Can I track my order?
To check the status of an order that you have already placed, please click on the Order Status link on the home page of au.elitesports.com. You will need to enter in your order number (sent to you after placing an order) as well as your email address.
How much is shipping?
We charge a standard $12.99 for shipping most items anywhere in the Continental Australia and $19.99 for New Zealand. The shipping amount is charged differently for Hawaii, Alaska and Puerto Rico. Additional shipping charges may be applied for multiple item orders.
What is your business address?
2-4 Interchange Dr,
Eastern Creek NSW 2766
Please contact us via email if you need to return a package.
Why haven’t I received my purchase?
For information on your order status, email us at Click Here. We will email you a tracking number or information regarding the status of your order. In the email include the invoice billing name, contact information, and the product number ordered. Please allow 1 to 2 business days for a reply.
Austrlia Post is au.elitesports.com preferred domestic carrier. During checkout please fill in all required fields and verify that your address is correct. Austrlia Post will only ship on business days (Monday - Friday). A list of holidays on which Austrlia Post will not ship can be found on www.auspost.com.au. The standard Austrlia Post shipping services are as follows:
Austrlia Post is the standard domestic shipping service. ESTIMATED arrival time will vary depending on your shipping address.
Elite Sports will not guarantee the delivery time of any order. Shipping costs will not be refunded for delayed deliveries. Deliveries can be delayed for any number of reasons. Most delays are due to weather conditions. Plan orders and choose payment options appropriately. Listed above is the standard Austrlia Post service.
I received someone else's order. What do I do?
In the event that you receive someone else's order, please contact our Sales Department for a Return Authorization (RA) number to return the items. Please make sure not to open any items.
Do you ship to APO, PO BOX or FPO addresses?
Do you ship to New Zealand?
Yes, for an additional fee, please contact us to ship anywhere in New Zealand.
Do you ship to Europe?
Privacy & Security
Is your checkout process secure?
Yes, our checkout is secure. au.elitesports.com is concerned with keeping the information you submit to us secure and private. We want to provide you with a fast and easy purchase process. We can accept credit card payments and provide you with the safety and comfort you demand when ordering on the Internet. au.elitesports.com offers you the advantage of placing your order online using secure servers and encryption. Your purchases, credit card information, and personal data are encrypted and secured through a link to our commerce server. During the completion of your order, you will be linked from our web pages to customized screens on our secure server. Your information is encrypted during its trip across the Internet to prohibit viewing by a third party. So now you can enjoy the benefits of shopping with us knowing that you are safe in our hands and your identity matters to us.
What Information Voided and serviced by the manufacturer of each individual product. au.elitesports.com does not warranty the products it sells. Elite Sports will not be responsible for shipping costs associated with any items that require warranty service.
General Warranty Information
Warranty….warranty….WARRANTY….wawr-uh n-tee. Not hard to say, is it? So why is that that MOST companies in this industry don’t offer one? Why don’t they stand behind their products? Go ahead and look for a warranty section on other brands and you’ll be surprised how many big brands don’t offer one. Our warranty will cover any manufacturing defects that are encountered. Please note that these are manufacturing defects only.
If the boxes appear to be damaged it should be mentioned to the delivery agent and noted upon receipt. If this is the case, please notify the agent and file a claim for the cost of the damaged products and shipping expenses incurred. Save all packaging for carrier inspection.
My items were received damaged or do not work.
In the event you receive a broken or damaged item or the item proves to be defective out of the box, please email us after you receive the package at our Sales Department.
I forgot my password.
If you have forgotten your account password, you must enter in your user name (or email) to receive your password via email. Click Here to be redirected to the page you need to enter your email into. You will receive an email shortly their after with your account password.
I forgot my login name.
Your login name is your email account you used to create an account on au.elitesports.com. If you have forgotten this email you used to create the account, you will not be able to access the account, au.elitesports.com will NOT tell you the email you used to create the account for security purposes (don't want third parties to have access to your accounts). Please register a new account on this page.